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GITEX 2019: Raya Contact Center undergoes digital transformation thanks to Avaya

October 8, 2019 • Company News, Digital Transformation

Unified communications company, Avaya announced on Monday, 7 October 2019, that it has powered Raya Contact Center, a business process outsourcing service provider, with the resources needed to embark on a digital transformation project. The partnership will see Raya thrive thanks to the Avaya IX Contact Center communications platform.

The solution offers Raya Contact Center a single, scalable platform that can serve its rapidly expanding staff of contact centre agents across multiple geographies, deliver highly available services, as well as enable omnichannel contact centre capabilities for its customers.

With a talent pool of over 7,000 advisors, Raya Contact Center caters to clients that include global Fortune 100 companies – based in Europe, the Middle East and Africa – and offers services in 25 different languages.

“Raya Contact Center promises its customers the capabilities of the latest contact centre technologies. That will enable better customer experience, reach and cost savings. This, along with more stringent SLAs around business continuity and high availability,” says 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 centre – making a truly omnichannel offering available across our entire service portfolio. This includes answering queries originating from email, chat, messaging and social media.”

Nidal Abou-Ltaif, President of Avaya International, concludes, “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.”

Edited by Jenna Cook

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