The cloud-based contact centre, collaboration, networking and video conferencing solution will be deployed by dnata in its operations covering six continents, with the aim of unifying its travel brands around the world, and helping to deliver personalised experiences to its customers, achieve consistency and increased satisfaction across all touch points while reducing service delivery costs.
“We have embarked on a digital transformation journey that will enable us to confidently deliver on our growth strategy while building a superior customer experience,” Paul Gale, dnata vice-president global contact centres, says.
“Our project with Avaya will enable us to have the platform we require to quickly achieve the two, while expanding our portfolio of businesses and services. The team at Avaya were exceptional in building a solution that delivers on our business objectives today and in the future.”
Nidal Abou-ltaif, president, Avaya International, says that while most businesses today support multi-channel customer service, they typically manage individual interactions channels in silos, resulting in a fragmented customer experience.
Abou-ltaif says dnata is leading the transformation of the travel experience industry globally, and by moving to an Avaya-delivered and managed cloud customer experience solution, dnata and its travel businesses will not only achieve a substantial competitive advantage, “it will also deliver a higher benchmark for travel to compare with, not only for its customers, but also for its agents worldwide”.
“Avaya is proud to have been selected by dnata as provider of choice for this global customer experience platform. By working closely with dnata, we will be able to support them in their objective of delivering a world-class customer experience.
“This is the perfect demonstration of the strength of our cloud services offerings and how we can help enterprises achieve their digital transformation goals. We look forward to strengthening this partnership with dnata over the next five years and moving forward with them to deliver the business outcomes they are looking for.”