Smart Link Creates Saudi Jobs, Invests in KSA Skills Development with Avaya Contact Center Expansion

Expansion adds 600 agent Seats to Middle East’s largest contact center; Smart Link providing training and employment opportunities for Saudi females

Riyadh/Jeddah, Kingdom of Saudi Arabia,  2017: Smart Link Contact Centers, a leading business process and contact center outsourcing provider in Saudi Arabia, today announced with Avaya, the completion of an expansion project for its contact center in the Kingdom, with the addition of 600 agent seats creating employment opportunities for Saudi citizens.

The company is deploying contact center solutions from Avaya to meet growing demand from public-sector organizations to engage more effectively with citizens, as the Kingdom launches a range of initiatives in alignment with Vision 2030. Smart Link delivers flexible solutions and services to more than 50 organizations in the Kingdom, and the expansion of its operations will enable the government to increase the deployment of digital services.

Smart Link, the largest business process outsourcing center in the Middle East, is committed to the recruitment and training of Saudi females, with over 70 per cent of its workforce today being women. As a subsidiary of Al-Khaleej Training & Education, the largest network of training centers in Saudi Arabia, Smart Link employees are some of the best qualified customer service representatives in the Kingdom, and the new roles will enhance skills development for citizens.


Eng. Safwan Al Khatib, Senior Vice President of Al Khaleej Group and Managing Director of Smart Link said: “At Smart Link, we aim to support the vision of the government by providing the latest communication solutions to connect government and private organizations to their customers. This offering is elevated by building strategic alliances with leading companies in this industry. Leveraging our strategic partnership with Avaya, we have further expanded to meet the growing communication needs of our government customers, raising the citizen experience in Saudi Arabia to new heights. The addition of 600 new agent seats will significantly contribute to raising customer services to the highest international quality standards.”

Nidal Abou-Ltaif, President, Avaya International, said: “We at Avaya take pride in this partnership with Smart Link, making sure that our joint efforts have an impact on the customer experience level in the Kingdom and delivering training and employment opportunities to the youth. Smart Link has a unique competitive advantage with Al Khaleej Training and Education, which supports them in contributing significantly to Vision 2030. With the hiring of women in the workforce, the company is committed to training and developing the Kingdom’s talent.”

Avaya continues to demonstrate support for the Kingdom of Saudi Arabia and Saudi Vision 2030 with a commitment to make Saudi citizens 25 percent of its workforce within the Kingdom this year.

Abou-Ltaif concluded: “With digital transformation being key to achieving Saudi Vision 2030 and companies increasingly aligning themselves to this vision, we see a role for us in making this strategy a reality. I look forward to helping customers become digital businesses by delivering the next-generation solutions from Avaya that address their specific business needs.”

About Smart Link

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

The pioneering, award-winning Riyadh-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 centre 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 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.

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.



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