Case StudiesDigital TransformationGitex

Avaya Enables Leading Egyptian BPO to Digitally Transform

Avaya Holdings has enabled Raya Contact Center to embark on a digital transformation project powered by 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 center agents across multiple geographies, deliver highly available services, as well as enable omnichannel contact center 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. It serves its clients from 10 contact center facilities located across three theatres – Egypt, UAE, and Poland.
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 truly 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 platforms, 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.”

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Chris Fernando

Chris N. Fernando is an experienced media professional with over two decades of journalistic experience. He is the Editor of Arabian Reseller magazine, the authoritative guide to the regional IT industry. Follow him on Twitter (@chris508) and Instagram (@chris2508).

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