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The leading regional BPO has partnered with Avaya to deploy full remote working capabilities for over 450 agents; enabling the company to continue to deliver uninterrupted services for customers in critical sectors as call volumes surge
Dubai, United Arab Emirates – April 27, 2020 – Recognizing the urgent need for organizations to maintain business continuity through the current global crisis, Cupola Teleservices, the Middle East's pioneer in outsourced contact center services has worked with Avaya, its trusted partner for advanced contact center and collaboration solutions, to further enhance its contact center capabilities. As the BPO partner to several multinational corporations across vital sectors including government, financial services, food and beverage, transportation and logistics, and education, Cupola’s technology upgrade will ensure that the critical customer services these organizations rely on it to deliver will meet increased consumer demand.
“Because of social distancing, restrictions on movement, and general concerns in these challenging times, consumers are increasingly dependent on digital and telephonic support channels to get answers to their pressing queries. At this time when our outsourcing services are more vital than ever, we at Cupola want to assure our customers that we have made the necessary investments to safeguard the continuity of their services. We are also here to enable organizations that are struggling with the impact of the outbreak to offload their customer service workloads to us,” said Sajjad Hamid, Group Head - Sales & Marketing, Cupola.
Cupola delivers its services from several contact centers located across the UAE. When government measures to curtail the spread of the virus called for reduced capacity at these sites, the company responded by partnering with Avaya to leverage its communications solutions empowering remote contact center capabilities to transition over 450 agents to work from home arrangements. This large-scale workforce migration was expertly facilitated by Avaya in a matter of days. "Thanks to the rapid speed of the rollout, made possible by Avaya, we are able to safeguard our employees by enabling them to stay safe and work from home without impacting the experience for our clients’ customers who continue to receive a world-class support services," said Hamid.
As these agents continue to enjoy access to all operational functionalities including voice, email, chat, dashboards, CRMs, call recording, reports and quality monitoring systems, Cupola has been able to exceed service level objectives despite higher than normal call volumes.
Commending the speed and flexibility of support his organization received from Avaya, Hamid said, "Our partnership with Avaya extends over 20 years old and we take immense pride in continuing to collaborate in areas related to people, process and technology to ultimately ensure that Cupola’s numerous corporate clients spread across multiple geographies and industries are not impacted in receiving world-class support, despite unprecedented challenges.”
Fadi Hani, Vice President – Middle East, Africa & Turkey, Avaya, added: “The importance of business continuity for organizations like Cupola to our wider society cannot be understated. With its wide range of impressive clients, the smooth delivery of Cupola’s services ensures that consumers are able to access the right information when they need it - essential at a time of reduced travel. We thank Cupola for their continued trust in our technologies, and stand ready to help however we can.”
About Cupola Teleservices Cupola Teleservices is the Middle East’s pioneer in outsourced support services provided to businesses, particularly outsourced contact center services, having established the first outsourced contact center facility in the region. Headquartered in Dubai, United Arab Emirates, Cupola has been offering technology-enabled outsourced business support solutions to some of the world’s and region’s largest companies across the Middle East and North Africa since 1999. Our services range from omnichannel customer experience management to contact center consulting, analytics, training and staffing solutions. With our Group’s workforce of over 1,200 employees, we offer multilingual support across virtually all industries.
For more information: www.cupolagroup.com
Tom Paye
PR Manager – Middle East, Africa & Turkey tpaye@avaya.com
Sajjad Hamid
Sajjad.hamid@cig.ae +971 50 650 0987
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at https://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. 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 Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q filed with the Securities and Exchange Commission (the “SEC”) available at www.sec.gov, and may cause the Company’s actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. 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, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this press release 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