Case Study / Telekom Serbia www.mts.rs avaya.com Telekom Serbia Turns Contact Center into Profit Center with Avaya Company transforms customer experience, develops innovative contact center services, and enters new market Telekom Serbia, the biggest communications company in Serbia, has played a major role in developing the country’s infrastructure over the past two decades. Today, the company provides landline, mobile, internet and TV services to more than 11 million subscribers — and has recently moved into the financial services arena as part of a strategic transformation. Companies that provide phone, internet and media services operate in a highly competitive market. They are constantly searching for ways to improve customer service, increase efficiency, be cost-competi

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