Showtime calls for Avaya

Showtime Arabia signs communications provider Avaya and integrator EMW to upgrade its contact centre facilities to an IP infrastructure.

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By  Eliot Beer Published  December 28, 2005

Showtime Arabia has signed communications provider Avaya and integrator EMW to upgrade its contact centre facilities to an IP infrastructure. “The new Avaya solution leverages some of our existing IT resources and will make our customer interaction more efficient,” says Steven MacDiarmid, vice president for regional operations and customer management at Showtime Arabia. “This will also deliver cost savings for Showtime Arabia from the newly implemented system.” EMW will implement Avaya’s Communication Manager, Proactive Contact Management, Interactive Response (IR) and Modular Messaging products. The solution will be implemented across all of Showtime Arabia’s contact centres in the region, including branch offices. Staff across Showtime’s regional operation will now be able to access more relevant customer data when dealing with queries. Another advantage of the system is that all staff now have access to the same data, regardless of their geographical location. “The Middle East’s television and entertainment market has become increasingly competitive, and enhanced customer service is a critical way for Showtime Arabia to differentiate itself in the minds of viewers and serve customers better” says Nidal Abou-Ltaif, managing director for Avaya in the Middle East and North Africa. “The result is that Showtime Arabia’s new Avaya-based contact centre can deliver is a more unified sales, marketing, and customer care operation that links the company’s customer service agents, branch office employees and entertainment experts across all of its locations in the region.”

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