avaya expertise recognized at middle east contact center awards
Avaya’s regional leadership in contact centre solutions was demonstrated recently at the Middle East Contact Centre Awards, where six of the eleven awards for contact centre excellence were bagged by companies that have implemented Avaya solutions.
Initiated by Insight and sponsored by Avaya, the Middle East Contact Centre Awards is dedicated to the rapidly growing contact center business in the Middle East. The event is considered a benchmark for the region's estimated 500 contact centers, with about 25 based in the UAE alone.
The awards presented at a gala dinner recognised the performance and service excellence of some of the best contact centers in the region. Egypt-based Xceed, one of Telecom Egypt’s companies, took home the prestigious Middle East Contact Center OSP of the Year 2007 award for its customised solutions, and variety of inbound and outbound services. Nafisa Salah Taha from Abu Dhabi Distribution Company (ADDC) was presented with the Middle East Call Centre Manager of the year 2007 award.
Supporting awards were presented to Arab National Bank for Best Call Centre-Driven Organisation; BUPA Middle East for Best Call Quality; DHL Express for Most Effective Recruitment and FCR; and Oman Mobile for Most Strategically Efficient Call Centre. All of these organizations rely on Avaya contact centre solutions to build superior customer relations.
“That six out of the eleven organisations recognised as winners at the Middle East Contact Centre Awards are all deploying Avaya solutions is a significant testimony to our regional leadership in contact centre technology and implementations,” said Neville Perry, converged applications manager- MENA, Avaya. “The region is playing an increasingly strategic role in terms of the size and profitability of its contact center operations. Avaya currently supports and creates significant value for more than 100 contact centers in the MENA region, in part by ensuring that they achieve a fast return on their investment. As a growing number of industry sectors realise the critical importance of customer service and satisfaction, tremendous potential growth is generated for contact center services in the region.”
Avaya estimates that the contact centre market across MENA is growing at more than 50 per cent annually based on the increased focus on customer service in sectors such as financial services, real estate, and telecommunications. Apart from the award winners, Avaya existing contact center customers in the MENA region include Etisalat, Showtime, and EFG Hermes.
