Qatar brokerage firm implements IP phone system

Qatar brokerage firm Dlala Holdings has implemented IP-based contact centre solutions from Avaya to improve efficiency in handling calls and boost profitability.

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By  Duncan MacRae Published  October 30, 2006

Qatar brokerage firm Dlala Holdings has implemented IP-based contact centre solutions from Avaya to improve efficiency in handling calls and boost profitability. Karam Mutawi, call centre manager of Dlala Holdings, said: "On the trading floor every second counts. Agent efficiency, interaction optimisation, customer satisfaction and image are the pillars of our success." The company chose Avaya as it felt in addition to providing the communication solutions necessary to give efficient customer services, it enabled the integration of other channels of communication, such as web chats and e-mail, under a universal queue. "Embedding our business processes into the Avaya Contact Centre solution means incomplete web transactions are no longer lost, enabling our agents to retrieve and complete these transactions, ensuring top quality service for our customers, every time," said Mutawi. Dlala Holdings implemented the Avaya Contact Centre Elite solution along with the Avaya Interactive Response system which routes calls to the most appropriate agents. “By implementing internet telephony solutions the brokerage firm has been able to reduce overhead costs and deliver a valuable new service to its clients, through an IP-based communications network across its branch offices,” said Nidal Abou-Ltaif, managing director for Avaya in the Middle East and North Africa. Dlala Holdings, which was established in 2005, has more than a 25% market share and is hoping to increase its regional presence by the end of 2006.

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