Customer engagement capabilities provided by Avaya’s solution, will allow Talabat.com to anticipate, automate, and accelerate customer interactions for a better customer experience
Avaya, along with 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.
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 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. Talabat.com is relying on Avaya and METCO to ensure operational efficiency and customer delight as it prepares for significant geographical and business growth.
“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. “said Hassan Mamdouh – Regional Operations Manager of Talabat.com.
Danny Drew, Avaya’s regional manager, said: “Avaya Contact Center Select is designed to offer customers the most advanced solution to quickly, conveniently, and simply improve their customer engagement capabilities. Together with METCO, we have been able to work with Talabat.com and ensure that their innovative business model and brand promise will continue to delight customers in the region for years to come.”
