Avaya supplies new DHL call centre software

DHL has signed a $45,000 deal with Avaya to upgrade its call centre management capabilities

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By  Mark Sutton Published  March 19, 2002

DHL UAE has signed a major deal with Avaya to supply a new call management system. The call management software, that will be installed at DHL UAE’s Dubai headquarters, will upgrade its existing solution and provide call handling capabilities for English and Arabic speakers.

“The Avaya solution meets our requirements for flexibility and the capability of hosting our proprietary QMAX rostering software,” said David Wild, general manager, DHL UAE. “The solution will provide optimum service to our customers by ensuring no calls are held in queue while at the same time allowing us to keep strict control of call centre costs. This upgrade gives us better visibility and management of our call centre, ensuring the call goes directly to the staff member most qualified to handle it and also monitors staff productivity.”

The software will run on a Windows environment, which will allow DHL to reduce the number of dedicated terminals needed, and will handle the multi-lingual capabilities. At present DHL said it receives around 15% of its 3,000 calls each day from Arabic speakers, and by being able to have these calls handled directly by Arabic-speaking operatives, the standard of customer care will be increased.

“The DHL centre is currently handling an average of 3,000 calls a day with 26 rostered agents performing multi-functional roles,” said Walter Koenig, Regional Vice President, Avaya Middle East, North Africa & South Eastern Europe. “It called for software which could deliver over 100 historical reports daily, customised reports, real time data updated every three seconds, graphic illustrations, wallboard compatibility and call work-codes.”

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