Kharafi Global Serves Up More Satisfying Customer Experiences with Avaya and METCO

Kuwait-based restaurant operator deploys Avaya solutions to digitally transform operations and centralize communications

Kuwait City, Kuwait;  2017: Kharafi Global, a leading developer and operator of multiple food outlets throughout Kuwait and the GCC, has deployed communications solutions from Avaya to deliver superior customer experiences, increase staff productivity and support business growth.

Founded in 1996, Kharafi Global owns and operates food service businesses in Kuwait, Bahrain, Saudi Arabia, Qatar and Dubai including Nino, Johnny Rockets, Leila Min Libnan, Bredz Factory, Posh cafe, Figs and Baker & Spice. With future expansion planned for Jordan, Lebanon and Oman. Kharafi Global wanted to unify communications, making it easier for customers to engage with different outlets and allowing staff to operate more efficiently.

Middle East Telecommunications Company (METCO), one of the leading regional ICT integrators, Avaya’s Diamond Partner, helped Kharafi Global to digitally transform its operations, in a turnkey project that included supply, installation, testing, acceptance and support services. Avaya’s customer and team engagement solutions help Kharafi Global automate, anticipate and accelerate customer interactions, helping to increase customer lifetime value and revenue, while real-time customer service monitoring enhances quality of service and agent efficiency.  

The solution combines historic as well as real-time contextual customer information to help improve the quality of interactions, optimize agent utilization and productivity, and enhance supervisor performance with complete visibility over agent interactions and customer feedback. Additionally, business analytics captures data and intelligence and addresses staff resourcing requirements in advance.

QUOTES
--Maher Megaly, CALL CENTRE Operation Manager,Kharafi Global, said:
“With our range of brands and geographical presence, we required a solution to centralise our communications and ensure that our customers have a consistently positive and seamless interaction experience with all of our brands, whether in restaurants or when they contact us. METCO partnered with us to understand our requirements and deliver the right Avaya solution that created the best mix of streamlined communications and business efficiency. Avaya’s technology also delivers the solutions over a virtualized environment, helping to reduce costs drastically compared with traditional PABX hardware boxes. We believe that this scalable solution will serve our immediate plans as well as our future growth and expansion.”

--Faten Halabi, Regional Sales Leader for Bahrain, Iraq, Kuwait and Pakistan, Avaya, said:
“Businesses need to keep up with their tech-savvy customers and deliver a consistent and seamless experience, often across channels that customers prefer. Our Contact Centre Select solution is uniquely designed to create an ideal environment that addresses two key business concerns – customer experience satisfaction and employee productivity. We are confident that our solution, delivered effectively by METCO, will prove to be a major competitive differentiator for Kharafi Global.”

--Krikor Tutunjian, General Manager, METCO said:
“We are excited to be working with Kharafi Global, supporting their vision of a leading food service company in GCC. The deployment will enable them to increase efficiency of call taker, gain flexibility for the business, and improve agent productivity with the use of the Avaya team engagement solution portfolio. Our Avaya experts have provided a complete project, helping Kharafi Global to drive improvements to the customer experience.”

About Avaya
Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications with integrated, secure networking— offered on premises, in the cloud, or a hybrid. Today’s digital world requires some form of communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

About Middle East Telecommunications (METCO)
METCO is a full service Communications Company, providing design, implementation and support for best of breed business communications solutions. We maintain full sales and technical certifications on all the products we sell and support, with strong alliance of technology partnerships. We help our customers to make the best decisions for their business, by leveraging communications solutions that reduce costs and increase productivity.

For more information, please visit www.metconetworks.com, or contact:
Nagy Shatla
+965 181 33 00 ext.: 2150
nagy.shatla@metconetworks.com

About Kharafi Global:
Based in Kuwait, Kharafi Global is the brainchild of founding owners Haider Al-Naqeeb and Waleed Al- Kharafi. Its mission is to develop and operate multiple food services throughout Kuwait and neighboring Gulf countries where, in 2012 celebrated its 20th anniversary. Kharafi Global’s interests include food service businesses in Kuwait, Bahrain, Saudi Arabia, Qatar and Dubai with a program of future expansion now planned for Jordan, Lebanon and Oman.

Contact details
Kharafi Global
KBT Tower
17th &18th Floor
Khalid Ibn Waleed Street,
Sharq, Kuwait. P.O. Box 29409
Safat 13142, Kuwait.
Telephone: (+965) 222.80.707
Fax: (+965) 222.80.700

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