Etisalat Directory Enquiries switches to Avaya IP telephony

The new system will enable the enquiries service to handle 150,000 calls a day and meet the growing demand of its rapidly expanding service centres whilst at the same time protecting 85% of its existing investment.

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By  Sarah Gain Published  May 25, 2005

Etisalat has adopted a pure IP telephony solution from Avaya to replace its existing traditional telephone system at its Directory Enquiries (DQ) service centre. Etisalat is one of the largest companies in the UAE with more than 10,400 employees, 3.9 million GSM subscribers, 1.2 million fixed line subscribers and 1.7 million internet users. The Avaya IP telephony solution will provide Etisalat with more flexibility in managing DQ operations, as well as improving reliability and quality of service to its millions of customers. Etisalat DQ receives over 150,000 enquiries each day, which are handled by 350 operators at its two contacts centres located in Ajman and Abu Dhabi. The Avaya IP solution provides a complete communications infrastructure that will handle calls across all locations for Etisalat. The open, standards-based nature of the IP solutions offers a high level of interoperability. As a result, Etisalat DQ is able to preserve many elements of its existing telephony system, and to sustain more than 85% of its original technology investment. The Avaya IP solution allows Etisalat DQ to easily and rapidly add new operators to the network in function of its business requirements and peak periods, even if they are working from home. This will result in Etisalat DQ being able to offer its employees more flexible working arrangements and allow both locations to operate seamlessly as a single virtual contact centre. Additionally, the IP infrastructure will enable the connection of future service centre sites to the network in a fraction of the time it would take with traditional voice telephony. "At Etisalat, we are committed to providing the best possible service to our customers, and to help us achieve this goal have taken the decision to use new state-of-the-art technology. The Avaya IP telephony system replaces our traditional voice infrastructure, giving us a wider spectrum of communications options, as well as the flexibility to expand our contact centres by easily adding new services and creating remote sites as required," says Mohamed Bamakhrama, general manager of the Etisalat Contact Centres. The telephony solution, which has been deployed at both Etisalat DQ contact centres, includes an Avaya S8700 Media Server and communication manager software. "[The solution] provides organisations with a new degree of flexibility and integration that allows them to manage their communications easily and to create innovative solutions tailored to their business requirements. For Etisalat Directory Enquiries, the technology allows it to expand its centres and to add new locations quickly and cost effectively, and to manage staff better by offering them more flexible working arrangements," enthuses Nidal Abou-Ltaif, managing director of Avaya Middle East and North Africa.

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