Avaya has enabled Raya Contact Center, a world-class Business Process Outsourcing service provider, 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 centre agents across multiple geographies, deliver highly available services, as well as enable omnichannel contact centre 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 centre solution – client experience, scalability and digital enablement.
“Raya Contact Center promises its customers the capabilities of the latest contact centre 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 centre – making a true 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 platform, 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.”
About Raya Contact Center
Raya Contact Center is a world-class Business Process Outsourcing service provider offering contact centre services, back office services, inside sales channel management and Digital services. With a talent pool of over 7,000 advisors, Raya Contact Center caters to clients that include global fortune 100 companies from 10 contact centre facilities located across three countries – Egypt, Poland, and the UAE, and offers services in 25 different languages.
About Avaya
Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter. Visit us at www.avaya.com.