Avaya connects Egypt's largest IP operator

TE Data will install an Avaya Contact Centre Express communications system that will double its call centre capacity and dramatically reduce response time

  • E-Mail
By  Andy Tillett Published  September 25, 2005

Avaya has announced that Egypt’s largest IP-based data operator, TE Data, will install an Avaya telephony solution in order to improve the company’s call centre operational efficiency as it prepares for an aggressive regional expansion drive. The company’s management team expect to double its call centre capacity over the next twelve months, and intends to deploy Avaya’s Contact Centre Express communications system to enhance its customer service capabilities while preparing for a new outsourced offering. “At TE Data we grew our business by 100 percent from 2003 to 2004. The integration of the Avaya IP telephony solution will enable us to better handle our increasing customer base,” says Mohamed Elnawawy, chairman and managing director at TE Data. “Our agent response rate will increase by more than 50%, and we will be able to handle double the call volume. “We also expect dropped calls and hold times to be reduced dramatically. This makes our service more attractive to TE Data’s own customers, as well as contact-intensive enterprises that may want to outsource their customer relationship management efforts,” adds Elnawawy. The new IP telephony solution will be integrated with TE Data’s existing network technology, giving the company’s management team real-time information about in-coming call queues, customer service activities, and user status. Avaya’s local business partner Giza will implement the solution, which was won after what it describes as a ‘highly competitive bidding process’. “The reason TE Data, and a growing number of companies across the Middle East and North Africa region, have chosen Avaya to provide their IP telephony solution is simple - we place communications at the heart of our customers’ business,” says Nidal Abou-Ltaif. “Not only do TE Data and other Avaya clients enhance their customer care capabilities, they also reduce costs, which is a vital consideration in highly competitive industries such as telecommunications,” he adds

Add a Comment

Your display name This field is mandatory

Your e-mail address This field is mandatory (Your e-mail address won't be published)

Security code