Leading communications software and systems provider Avaya has won a $45,000 call management software (CMS) contract from DHL United Arab Emirates (UAE) air express supplier. The contract comes following a competitive CMS pitch initiated by DHL UAE as it moves to upgrade its centralized customer service call center.
The Avaya CMS solution is to be installed at DHL’s customer service call center in its four million dollar air express headquarters in Dubai this April. The DHL center is currently handling an average of 3,000 calls a day with 26 rostered agents performing multi-functional roles,, according to a company press release
DHL will use the CMS on multiple PCs with a Windows environment to reduces the need for additional terminals and hardware. In addition, Avaya’s ‘Expert Agent Selection’ option gives us both English and Arabic capabilities. — (menareport.com)
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