Siam Cement Group expands contact center with Avaya technology

Siam Cement Group (SCG), the largest cement company in Thailand and Southeast Asia, has expanded its contact center capabilities with Avaya’s customer engagement solutions. SCG has implemented Avaya Aura Call Center Elite Multichannel, Avaya Aura Experience Portal and Avaya Call Management System solutions to deliver the first fully integrated data service and consulting center of its kind in Thailand.

SCG, which has more than 100 years of expertise in the building materials business, handles more than 64,000 product items numerous customers spread across the region.

Supporting 7,000 users and 120 agents, the new contact center solution will provide SCG customers with a seamless, omni-channel experience across its online and offline channels. These include consultations via email, video streaming, mobile applications and text messages.

The new contact center has already received external recognition, being awarded the Thailand Call Center Award by the Office of Consumer Protection.

“With a vision to become a truly customer-centric organization, SCG is committed to developing innovative products, services and solutions that meet the lifestyle of its customers,” says Nithi Patarachoke, Vice President – Domestic Market, SCG Cement-Building Materials Co., Ltd.

“We aim to become a one-stop provider for our customers and we want to ensure our customers continue to enjoy a high quality of products and services. Avaya has enabled us to deliver the superior customer experience that helps build lasting relationships with our customers. From understanding customer needs at the pre-purchase stage to delivering a great experience when they engage with us along their purchasing journey, and providing exceptional after-sales customer service, Avaya allows us to respond proactively at every step of the customer engagement.”

According to a global research report commissioned by BT and Avaya, 82% of consumers today say it should be easy to contact organizations by all channels.

The Avaya contact center solutions helps SCG fast track its digital transformation, leveraging Big Data and analytics to offer the best experience to its customers, while innovating new products and services to meet customers’ changing demands. For instance, by analyzing the purchasing habits of customers and past customer interaction experiences, SCG was able to reduce the amount of time it takes to deliver product information and shorten overall waiting time for their customers. This has in turn increased the overall sales of goods and services for SCG.

The new system also provides Content Management System (CMS), an advanced system for storing and managing data effectively. With faster speed of information processing, SCG was able to optimize the efficiency and mobility of SCG employees.