Duabi - Avaya Inc. , a leading global provider of business communications applications, systems and services, yesterday announced that Etisalat has adopted a pure IP telephony solution from Avaya to replace its existing traditional telephone system at its Directory Inquiries (DQ) service centre.
Etisalat is one of the largest companies in the UAE with more than 10,400 employees, 3.9 million GSM subscribers, 1.2 million fixed line subscribers and 1.7 million internet users. The Avaya IP telephony solution will provide Etisalat with more flexibility in managing DQ operations, as well as improving reliability and quality of service to its millions of customers.
Etisalat DQ receives over 150,000 inquiries each day, which are handled by 350 operators at its two contacts centers located in Ajman and Abu Dhabi. The Avaya IP solution provides a complete communications infrastructure that will handle calls across all locations for Etisalat.
The open, standards-based nature of Avaya IP solutions offers a high level of interoperability. As a result, Etisalat DQ is able to preserve many elements of its existing telephony system, and to sustain more than 85% of its original technology investment.
The Avaya IP solution allows Etisalat DQ to easily and rapidly add new operators to the network in function of its business requirements and peak periods, even if they are working from home. This will result in Etisalat DQ being able to offer its employees more flexible working arrangements and allow both locations to operate seamlessly as a single virtual contact center. Additionally, the IP infrastructure will enable the connection of future service center sites to the network in a fraction of the time it would take with traditional voice telephony. "At Etisalat, we are committed to providing the best possible service to our customers, and to help us achieve this goal have taken the decision to use new state-of-the-art technology.''
''The Avaya IP telephony system replaces our traditional voice infrastructure, giving us a wider spectrum of communications options, as well as the flexibility to expand our contact centres by easily adding new services and creating remote sites as required," said Mohamed Bamakhrama, General Manager of the Etisalat Contact Centers.
© Khaleej Times 2005
