Talabat.com selects Avaya for new contact centre

25 Jun 2015
Avaya and METCO to provide multi-channel contact centre for online food ordering portal
Online food ordering service Talabat.com has selected Avaya and Middle East Telecommunications Company (METCO), to provide a new multi-channel contact centre.
The company, which has operations across the GCC, selected Avaya solutions because they can be integrated with existing infrastructure and deliver a high quality customer experience.
With the Avaya solution, the company will be able to build a dynamic engagement environment for their digital customers and a sustainable working model for their employees. The improved customer engagement capabilities provided by Avaya's solution, will allow Talabat.com to anticipate, automate, and accelerate customer interactions for a better customer experience that can increase customer lifetime value and revenue. The new capabilities will also help to improve agent efficiency to reduce overheads.
The agreement with Avaya and METCO also includes ongoing support and consulting, and will cover markets in which Talabat.com is currently operating and plans to in the future.
Hassan Mamdouh, regional operations manager of Talabat.com, said: "Our operations cover all six of the GCC countries, and we required a solution to unify our contact centre procedures in order to streamline our service, boost customer interactions, and that would be dynamic to quickly scale based on customer load and our own operational growth. Not only did Avaya offer us all of those things with Contact Centre Select, but the company's position as an industry leader cemented our decision.  With Avaya and METCO as our trusted partners in this project, we are confident of a scalable solution that will serve us well in the future."
Danny Drew, Avaya's regional manager, added: "Avaya Contact Center Select is designed to offer customers the most advanced solution to quickly, conveniently, and simply improve their customer engagement capabilities. Greater levels of customer service can prove a serious point of differentiation in today's competitive environments, and, together with METCO, we have been able to work with Talabat.com and ensure that their innovative business model and brand promise will continue to delight customers in the region for years to come."

This article appeared in the ITP.net News on 25th June 2015.