OREANDA-NEWS. June 06, 2011. Lintel, a leading provider of directory inquiry and Contact Centre services in Lithuania, has upgraded information system, interconnecting the company’s six contact centres. The new system Avaya Aura will allow further improving the quality of services and will provide new opportunities for communication, for example, the consultants will be able to communicate with callers in video.

The Internet (IP) technology-based system has been implemented by the intelligent engineering solutions company Fima, which will for three years perform its monitoring and regular updates. Over this period, Lintel’s total investment in the system and its updates will be nearly LTL 2 million.

According to Remigijus Sheris, Director of Lintel, a company belonging to TEO Group, the evolution of communications technologies leads to the need for call centre services to improve as well. "The consultants are currently providing information in voice, SMS, and text via the Internet – by means of webchat technologies. Video calls will provide an opportunity to communicate more efficiently, for example, will allow the customer to see the product offered by the consultant”, - R. Sheris said.

According to Eugenijus Kurtinaitis, Director of Telecommunications Solutions Department at Fima, by choosing the state-of-the-art information system Avaya Aura, Lintel shows its far-sighted approach to the investment being made. "Such upgrade of the system means server consolidation servers and decreased hardware needs. Experience shows that in contact centres this allows reducing hardware maintenance costs by up to 15 per cent, application acquisition costs – by up to 35 per cent", - E.Kurtinaitis said.

The upgraded hardware of Lintel’s contact centres will allow the company to ensure more efficient customer care. Employees will be able to more easily manage and distribute call flows and this will result in lower wait times and a decrease in the number of abandoned calls.

Customers calling the contact centre will have an opportunity, with a single button press, to evaluate the consultant's work immediately after the call. Such evaluations will be automatically recorded and made available to customers.

The Avaya Aura information system from , a leader in the worldwide contact centre market, implemented by Lintel, enables companies to ensure efficient, open architecture-based real-time communication. Avaya holds about 44 per cent of the global contact centre solutions market. The solutions developed by Avaya are being used by nine out of ten companies, which last year were rated by the magazine Bloomberg Business Week as the best in customer care.