Smart Link Accelerates Digital Service Expansion with Avaya Cloud Contact Center Solutions

MoU signed during GITEX Technology Week to address rising demands in Saudi Arabia for more flexible cloud-based business services

Dubai, United Arab Emirates  – October 15, 2018 – Smart Link, as a subsidiary of Al Khaleej for Training and Education and a leading Saudi-based Business Process Outsourcing (BPO) company, has teamed up with Avaya Holdings Corp. (NYSE:AVYA) to accelerate Smart Link’s expansion and the diversification of its digital services portfolio.

The two companies signed a Memorandum of Understanding (MoU) during GITEX Technology Week 2018 with a focus on digital and cloud-based solutions that will enable Smart Link to have greater agility and flexibility in meeting its customers’ demands for digital services.

Aligning efforts with the Saudi Arabia’s Vision 2030

Part of Al-Khaleej Training & Education, and in alignment with Saudi Vision 2030, Smart Link is digitalizing and automating all possible duties to increase its human value, assigning all admin and repetitive tasks to computers while delivering cutting-edge communication solutions to connect government and private organizations to their customers. As a subsidiary of Al-Khaleej Training & Education, which has the largest network of training centers in Saudi Arabia, Smart Link employees are already some of the most qualified customer service representatives in the Kingdom.

Through the MoU, Avaya will leverage its combined strengths in communications technologies and strategic business consulting to cooperate with Smart Link in order to design a digital transformation road map that supports Smart Link’s workforce in communicating and collaborating with customers in real time. The resulting digital roadmap will target areas where Smart Link can expand its current offerings, while scaling up its services through a cloud-based infrastructure. Smart Link will use Avaya Contact Center as a Service (CCaaS) solutions to roll out cloud-based services to the Kingdom of Saudi Arabia.

Quoting Safwan Al Khatib, Managing Director of Smart Link: “As a leader in our field in the Kingdom of Saudi Arabia, we aim to set an example for what can be achieved – and this includes delivering a superior service for our clients in line with the quality products they purchase from us. Avaya’s unique expertise across enterprise communications will deliver the solutions needed to expand our capabilities and offer businesses an unparalleled customer experience. Accordingly, partnering with Avaya will enable us to take our business to the next level.”

Quoting Fadi Hani, Vice President - Middle East, Africa and Turkey at Avaya: “This latest initiative with Smart Link will enable us to support the company in two ways—as a business advisor and as a provider of world-class technology solutions. Despite operating in a competitive industry, Smart Link has constantly focused on adopting the digital tools required to grow their value with customers. We look forward to helping them to meet these ever-changing expectations across digital and human touch points.”

Since 2006, Avaya has been the sole contact center solutions provider to Smart Link. In 2017, the two companies announced the completion of a project to expand Smart Link’s contact center capabilities with an additional 1,600 agent seats, helping it to become the largest business outsourcing provider in the Kingdom with over 4,000 seats in total.

Visitors to this year’s GITEX Technology Week can find out more about Smart Link’s latest collaboration with Avaya at stand Z1-C10 in Za’abeel Hall at Dubai World Trade Centre (DWTC).

About Smart Link

Smart Link is a total BPO Solution provider in KSA, with headquarters in Riyadh. Smart Link is a subsidiary of Al-Khaleej Training & Education, the largest network of training centers in KSA and the GCC region. Smart Link is the biggest outsourcing call centers and BPO Service providers in KSA and one of the biggest in the region with state-of-the-art technology and capacity to accommodate mega-sized volume of agents.

The pioneering, award-winning multi city-based company provides outbound and inbound teleservices for various business activities including lead generation, inbound customer service, help-desk, appointment scheduling, market research, surveys and client retention. Using the most advanced contact center technology in the industry and qualified customer service representatives, Smart Link is dedicated to helping organizations increase their business performance and strengthen their customer service. Smart Link’s client list includes prominent organizations and government agencies in various fields of mission critical pivotal service inclusive of banking, energy, water services, tourism, telecomm, insurance, aviation, public services, E-learning and fast food.

About Avaya

Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA. For more information, please visit www.avaya.com.

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