Ethio telecom launched its cloud-based data contact centre at the newly inaugurated Addis Ababa Science Museum, on October 18, 2022. Cloud Storage and Artificial Intelligence power the cloud-based contact centre to provide companies with automatic call distribution among call centre agents, identify caller IDs and track the performance of call centres with data analytics and insights. According to Frehiwot Tamiru, CEO of Ethio telecom, the cloud-based contact centre integrates voice, SMS, email, websites, social media and chatbots, providing instant responses and reducing customer waiting time. The in-house developed cloud service platform allows business firms to manage clients’ information and will be provided in various packages for subscription fees between 5,000 Br and 7,000 Br a month. It creates a system that can deliver live feedback from customers through social media sites or an automated reporting system. The 24-hour call processing centre offers services in multiple languages through automation. Teresa Belete, chief customers officer for Ethio telecom, said that the chatbot service uses Amharic and English languages with plans to incorporate other local languages. Ethio telecom executives promise that the digital call centre saves their clients about 66pc of operational costs. The company serves 68.3 million subscribers. Managers from taxi-hailing service providers such as ZayRide Ethiopia attended the event applauding that Ethio telecom came up with the service as it will help reduce their monthly expense on call centre maintenance and human engagement. Ethio telecom has introduced a chatbot its executives named ‘Ardi’ that operates on a website, assisting customers in getting package services and bill payments. “The company’s aspiration of expanding ‘Beyond Connectivity’ led to the launching,” said Teresa.
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