Avaya solutions power Talabat.com’s hunger for growth

24 Jun 2015
e-Commerce major strengthens customer engagement model in growth bid
 
Kuwait City, Kuwait: Avaya, along with Middle East Telecommunications Company (METCO), has been selected by Talabat.com, the region’s pioneering online food order and delivery portal, to implement their multi-channel contact centre solution. Following a search for a solution that could integrate with existing infrastructure and support business growth, Talabat.com zeroed in on Avaya to effortlessly transform to an unmatched digital customer experience.
 
For a food delivery service that owns no outlets, Talabat.com sees spikes in customer orders during weekends and holidays. 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. Talabat.com is relying on Avaya and METCO to ensure operational efficiency and customer delight as it prepares for significant geographical and business growth.
 
QUOTES
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, said: “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.”
 
About Avaya
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premise and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Development Platform enables third parties to create and customize business applications for competitive advantage.  Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, visit www.avaya.com/mea/.
 
 
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
 
 

Iman Ghorayeb

Avaya

+971 56 7959234

ighorayeb@avaya.com

Anit Kurian

ASDA’A Burson-Marsteller

+971 4 450 7600

anit.kurian@bm.com