An 18-year Avaya customer, Raya Contact Center had three main drivers for upgrading its contact center solution – client experience, scalability and digital enablement.
“Raya Contact Center promises its customers the capabilities of the latest contact center technologies. That will enable better customer experience, reach and cost savings. This, along with more stringent SLAs around business continuity and high availability,” said Yasser Sharaf, IT Director at Raya Contact Center.
“When it comes to scalability, we needed a new solution that could accommodate the 1,000 seats that we have been adding to our workforce every year. And finally, following client demands, we needed to digitally enable our contact center – making a true omnichannel offering available across our entire service portfolio. This includes answering queries originating from email, chat, messaging and social media.”
Raya Contact Center selected Avaya IX Contact Center as the solution to enable its digital transformation. Not only has the solution tackled the three major business cases outlined by the company at the beginning of the project, but it also has yielded additional benefits, due to its interoperability and open platform, such as Workforce Optimization, self-service and dynamic IVR services.
“It has been a positive journey for the last 18 years with our Avaya partnership. With the system higher availability and reachability, we are able to continue offering our customers the world-class innovative services that they deserve” said Reem Asaad, Raya Contact Center CEO.
Nidal Abou-Ltaif, President, Avaya International, added: “Raya Contact Center is as dedicated to delivering a superior customer experience as we are. With its new Avaya IX Contact Center solution, Raya Contact Center has been able to digitally transform the customer experiences that it delivers with stunning results for the end clients that rely on its services. We look forward to continuing with Raya Contact Center on its digital transformation journey for many more years to come.”
The solution deployed by Raya Contact Center is just one of many innovations that Avaya is demonstrating at GITEX Technology Week 2019 under the theme, ‘The Art of Experience’. Visitors to the trade show can see these solutions in action at Avaya’s stand, C-10 in Za’abeel Hall, at the Dubai World Trade Center, from October 6 to 10.
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About Raya Contact Center
Raya Contact Center is a world-class Business Process Outsourcing service provider offering contact center services, back office services, inside sales channel management and Digital services. With a talent pool of over 7,000 advisors, Raya Contact Center caters to clients that include global fortune 100 companies from 10 contact center facilities located across three countries - Egypt, Poland, and the UAE, and offers services in 25 different languages.
Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter. Visit us at www.avaya.com.
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© Press Release 2019