Kuwait 2016: Diet Center, a pioneer in the healthy food industry, has collaborated with Viacomms Telecom to implement state-of-the-art Avaya communications solutions to enhance its business processes and transform the customer experience. By deploying Contact Center solutions from Avaya, Diet Center is delivering seamless customer engagement across phone, SMS, and other channels.
Diet Center was founded in the early 1990’s in Lebanon, focused on promoting a healthier lifestyle. Core services include nutritional consultation, providing diet programs through its clinic, and producing and marketing a variety of foods via stores. Diet Center now successfully operates in Lebanon, Kuwait, the Kingdom of Saudi Arabia and Qatar.
Diet Center needed a contact center solution that would provide intelligent distribution of customer calls, helping to increase the customer base, foster greater loyalty and enhance the customer experience. After extensive consultation with Viacomms Telecom, the Avaya Contact Center solution was seen as the best fit in terms of functionality and price. The solution allows Diet Center to provide its customers with omni-channel communication, while customers can be directed to the most appropriate agent for their needs. The contact center supervisor has visibility over agent interactions and customer feedback.
Within a few months of implementing the Avaya solution, Sama Catering was able to leverage its investment in the technology by establishing two additional contact centers, for its Al-Mayass and BACKYARD restaurants. Sama Catering was able to use the same Avaya infrastructure, enabling it to provide digital transformation to its subsidiaries at no additional cost.
The Avaya Contact Center offers a great deal of simplicity via Viacomms customized modules and the multi-tenant architecture, which permits intelligent distribution of customer calls at Diet Center, Al-Mayass and BACKYARD, as a result, enabling the agents to handle large volume of calls throughout the day.
Situated in the Bidaa seaside suburb of Kuwait, the Armenian-infused Lebanese food restaurant Al-Mayass provides a diversified ambience of quality, authenticity and novel taste. A new addition to Sama Catering’s lineup of restaurants, BACKYARD, located in the Argan Business Park, was opened to meet the need for expansion and to introduce new international cuisine to the market.
Rania Raad, Executive Manager – Sama Catering Co, Diet Center, Al-Mayass & BACKYARD
“We are extremely delighted to have had the chance to work with Viacomms who have been dedicated and extremely supportive from the very beginning of the project and still provide excellent after-sales support. Our drive to transition the call center into a reliable and fully automated contact center provided us with an edge over our competition. The implementation of the new Avaya Contact Center enabled our business to provide ease of accessibility between our agents and customers and hence helped us achieve our objective of promoting customer retention as well as acquiring new ones.”
Jolian Ibrahim, CEO & Co-Founder – Viacomms Telecom
“Our journey with Diet Center started with understanding their business needs, tailoring the right solution, executing the project on time and providing prompt superior service. Avaya Contact Center was the best fit in terms of functionalities and price. Our experienced technical staff enjoy unleashing the power of Avaya Customer Center and putting the benefits into action in Diet Center operations. We’re pleased to be part of Diet Center’s success as they increase their customer base and foster loyalty.”
Fadi Hani, Managing Director, Avaya North Gulf
“Business of all sizes today need to be able to meet customers’ expectations and deliver the right customer experience. With the midmarket segment a key driver for economic growth in the region, Avaya offers solutions that cater to their specific needs and create competitive differentiation. We remain committed to helping businesses in the region achieve their digital transformation goals.”
About Viacomms Telecom KSCC:
Viacomms Telecom is Kuwait Shareholding Company specialized in providing customer engagement solutions from world-class vendors who rank as the top leaders in Gartner Magic Quadrant. We believe that customers deserve the best so we provide our clients with completely customized solutions backed up by top-notch experienced technical specialists who hold the highest vendor certifications. For more information please visit: www.viacomms.com
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-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. Avaya Breeze enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit www.avaya.com/MEA
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