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10-07-2019

Raya Contact Center Digitally Transforms with Avaya

  • Avaya IX Contact Center communication solution provides Raya Contact Center a single, scalable platform that can serve its rapidly expanding business across multiple geographies.
  • An 18-year Avaya customer, Raya Contact Center had three main drivers for upgrading its contact center solution - client satisfaction, scalability and digital enablement.

GITEX Technology Week 2019 – Dubai, United Arab Emirates – October 7, 2019 Avaya Holdings Corp. (NYSE: AVYA) has enabled Raya Contact Center, a world-class Business Process Outsourcing service provider, to embark on a digital transformation project powered by the Avaya IX Contact Center communications platform.

The solution offers Raya Contact Center a single, scalable platform that can serve its rapidly expanding staff of contact center agents across multiple geographies, deliver highly available services, as well as enable omnichannel contact center capabilities for its customers.

With a talent pool of over 7,000 advisors, Raya Contact Center caters to clients that include global Fortune 100 companies – based in Europe, the Middle East and Africa – and offers services in 25 different languages. It serves its clients from 10 contact center facilities located across three theatres – Egypt, UAE, and Poland.

An 18-year Avaya customer, Raya Contact Center had three main drivers for upgrading its contact center solution – client experience, scalability and digital enablement.

“Raya Contact Center promises its customers the capabilities of the latest contact center technologies. That will enable better customer experience, reach and cost savings. This, along with more stringent SLAs around business continuity and high availability,” said Yasser Sharaf, IT Director at Raya Contact Center.

“When it comes to scalability, we needed a new solution that could accommodate the 1,000 seats that we have been adding to our workforce every year. And finally, following client demands, we needed to digitally enable our contact center – making a true omnichannel offering available across our entire service portfolio. This includes answering queries originating from email, chat, messaging and social media.”

Raya Contact Center selected Avaya IX Contact Center as the solution to enable its digital transformation. Not only has the solution tackled the three major business cases outlined by the company at the beginning of the project, but it also has yielded additional benefits, due to its interoperability and open platform, such as Workforce Optimization, self-service and dynamic IVR services.

“It has been a positive journey for the last 18 years with our Avaya partnership. With the system higher availability and reachability, we are able to continue offering our customers the world-class innovative services that they deserve” said Reem Asaad, Raya Contact Center CEO.

Nidal Abou-Ltaif, President, Avaya International, added: “Raya Contact Center is as dedicated to delivering a superior customer experience as we are. With its new Avaya IX Contact Center solution, Raya Contact Center has been able to digitally transform the customer experiences that it delivers with stunning results for the end clients that rely on its services. We look forward to continuing with Raya Contact Center on its digital transformation journey for many more years to come.”

The solution deployed by Raya Contact Center is just one of many innovations that Avaya is demonstrating at GITEX Technology Week 2019 under the theme, ‘The Art of Experience’. Visitors to the trade show can see these solutions in action at Avaya’s stand, C-10 in Za’abeel Hall, at the Dubai World Trade Center, from October 6 to 10

About Raya Contact Center

Raya Contact Center is a world-class Business Process Outsourcing service provider offering contact center services, back office services, inside sales channel management and Digital services. With a talent pool of over 7,000 advisors, Raya Contact Center caters to clients that include global fortune 100 companies from 10 contact center facilities located across three countries - Egypt, Poland, and the UAE, and offers services in 25 different languages.

About Avaya

Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter. Visit us at www.avaya.com.

Cautionary Note Regarding Forward-Looking Statements

This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to expected feature releases and statements about future products, expected cash savings and statements about growth, exchange listing and improved operational metrics. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes 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 its control. The factors are discussed in the Company’s Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its 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 further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, considering these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

Source: Avaya Newsroom

GET IN TOUCH

Tom Paye

PR manager – MEA & Turkey, Avaya

+971 50 922 0642

tpaye@avaya.com

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