CUSTOMER SUPPORT

The most classic direction of the Customer Support of Viva-MTS is the Contact Center (Basic Support & Commercial Support) which operates in the 24/7/365 mode providing high-quality customer service via the Contact Center’s hotline and serving subscribers of the mobile business and customers in general, providing both generic Basic Support and different kinds of Commercial Support services. The subscribers of Viva-MTS can reach out our Contact Center from Viva-MTS phone numbers by dialing 111 (free of charge); callers from other networks of Armenia by dialing +37493297111 (charges are based on their operators charging). When in roaming, Viva- MTS subscribers can contact the hotline by dialing 111 (free of charge) from MTS Russia network and by dialing +37493297111 (free of charge) from other networks. Contact Center consists of both the IVR (Interactive Voice Response) system for customers’ automated voice-based self-service and connection to operators to be served by specialists. In 2020, the generic statistics related to Contact Center is the following:

• more than 5,000,000 customer calls served purely in IVR system via automated self-service,

• more than 2,200,000 customer calls served by agents and specialists of Contact Center.