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AVAYA ENGAGE 2021 – Orlando, FL – December 14, 2021 – DHL Supply Chain, the world’s leading contract logistics provider, has accelerated its business expansion to meet a boom in demand for its services, while simultaneously increasing agent retention to a record high, with the help of a suite of Avaya (NYSE: AVYA) OneCloud™ solutions.
Based in Singapore, DHL Contact Center Services provides logistics solutions across a range of industries, including service logistics, technology and public agencies. The Covid-19 pandemic created more opportunity to better support its customers’ increasing demand for fast and cost-effective contact center services.
“As many businesses found during the pandemic, the last 18 months were characterized by a huge spike in demand for high-quality customer experience services. Between 2019 and today, alongside the rollout of Avaya OneCloud, our number of concurrent agents has increased 300 percent,” said Jerome Gillet, CEO, Singapore Cluster, DHL Supply Chain. “Retention in the contact center industry has been a challenge for several years. With the support of a comprehensive, cloud-based collaboration tool, and an AI-powered contact center, our retention rate has significantly increased to become the best-in-class in the industry.”
“The security and scalability of the product means we can replicate this customer service environment in other markets, enabling contact center agents to log in from anywhere, at any time, and gain access to the communication and collaboration capabilities,” Gillet added. “In the near future, we will be scaling our contact center offering to Japan, Korea, Australia, Malaysia and the Philippines.”
“DHL Supply Chain is oiling the wheels of businesses during an essential time, allowing it to meet demands that have only accelerated during and after the pandemic,” said Stephen Spears, Avaya Chief Revenue Officer. “Cloud-based customer service capabilities, automation and knowledge management are combining to deliver these offerings at a much quicker rate while supporting those charged with providing the service.”
Avaya is highlighting customer success stories and Avaya Experience Builders™ innovation at the annual Avaya ENGAGE user conference in Orlando, FL this week. For more information, go to Avaya ENGAGE 2021 at: https://avaya-engage.avaya.com/avaya-engage-2021.
Additional Resources
Listen to "The Experience" podcast, Episode 2, What Is An Effortless Experience? to learn the importance of incorporating AI and CPaaS into your organization.
Alex Alias and Julianne Embry
Avaya PR corpcommsteam@avaya.com
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.
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Source: Avaya Newsroom