IP-telephony centre for Jordan

DHL is setting up an IP-telephony-based customer contact centre in Jordan. The facility, which will have a total of 56 staff, will be used for the freight carrier’s internal communications, as well as its customers around the region.

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By  Peter Branton Published  March 6, 2005

DHL is setting up an IP-telephony-based customer contact centre in Jordan. The facility, which will have a total of 56 staff, will be used for the freight carrier’s internal communications, as well as its customers around the region, who will be able to get round-the-clock multi-channel support. “Customers can make enquiries and track the progress of their shipment through the system,” said Nidal Abou Ltaif, managing director for Avaya Middle East and North Africa, which is implementing the call centre. Customers can use voice, e-mail, fax and SMS, wherever they are located, to communicate with DHL customer support agents at the contact centre.

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