Avaya, along with its Kuwait based partner Middle East Telecommunications Company (METCO), has been selected by Talabat.com, the region’s pioneering online food order and delivery portal, to implement their multi-channel contact centre solution.
Following a search for a solution that could integrate with existing infrastructure and support business growth, Talabat.com zeroed in on Avaya to effortlessly transform to an unmatched digital customer experience.
Hassan Mamdouh – Regional Operations Manager of Talabat.com, said: “Our operations cover all six of the GCC countries, and we required a solution to unify our contact centre procedures in order to streamline our service, boost customer interactions, and that would be dynamic to quickly scale based on customer load and our own operational growth. Not only did Avaya offer us all of those things with Contact Centre Select, but the company’s position as an industry leader cemented our decision. With Avaya and METCO as our trusted partners in this project, we are confident of a scalable solution that will serve us well in the future.”
For a food delivery service that owns no outlets, Talabat.com sees spikes in customer orders during weekends and holidays. With the Avaya solution, the company will be able to build a dynamic engagement environment for their digital customers and a sustainable working model for their employees. The improved customer engagement capabilities provided by Avaya’s solution, will allow Talabat.com to anticipate, automate, and accelerate customer interactions for a better customer experience that can increase customer lifetime value and revenue. The new capabilities will also help to improve agent efficiency to reduce overheads.
The agreement with Avaya and METCO also includes ongoing support and consulting, and will cover markets in which Talabat.com is currently operating and plans to in the future.