Chocolateness, a Kuwaiti company specializing in desserts, is partnering with Viacomms Telecom to set up a new contact center system, based on business communications solutions Avaya, a software leader.
The Avaya Contact Center Select solution delivers a unified agent desktop providing a single platform for omni-channel communication, while skills-based routing enables customers to be directed to the most qualified agent based on their choice.
The solution gives the contact center supervisor complete visibility over agent interactions and customer feedback. The Live chat feature provides a simple way to connect with customers, with faster response times and lower waiting times, while increasing agents’ efficiency. The contact center solution supports inbound and outbound SMS functionality, allowing order confirmation via SMS.
Abdullateef Al Humaidi, general manager & co-founder, Chocolateness said: “For us, Chocolateness is more than a business – it is a concept of all that is good in life. That means ensuring that we deliver the best possible customer service and by partnering with Viacomms Telecom and Avaya we can communicate more effectively with our customers and address head-on the challenges we face as a fast-growing business. Our business has shown dramatic improvement as our customers are much happier at how they can reach us.”
Rochelle Bolst, director Business Development & Marketing, Viacomms Telecom said: “The Midsized business segment is widely recognised as a key contributor to economic growth and development in the region and Avaya offers solutions designed to cater to their specific business needs.”
“The contact center provides for powerful, blended multichannel capabilities, with the simplicity and value a midsize business needs. The way businesses communicate with customers and vice versa has improved remarkably in less than a decade, thus creating new trends in the market place where everybody prefers to interact as well as be reached without a hitch. Viacomms in collaboration with Avaya aims at providing flawless Customer experience across diverse methods of communication as a result making it simpler for business to serve their customers better,” Bolst added.
Fadi Hani, managing director, Avaya Northern Gulf region noted that businesses of all sizes today need to be able to meet customers’ higher expectations and deliver the right customer experience.
“Adopting digital transformation strategies can help drive the success of entrepreneurial ventures and help them make their mark in their chosen sector. Avaya’s client-tailored and outcomes-focused solutions and services elevate businesses of every scale and accelerate growth through their digital journeys,” Hani added. – TradeArabia News Service
