Viacomms digitises Chocolateness customer journey

Viacomms Telecom enhances Chocolateness’ customer experience with Avaya communication service

Tags: Avaya IncorporationMergers and acquisitions
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Viacomms digitises Chocolateness customer journey  Viacomms Telecom has implemented Avaya’s Contact Centre Select to support the digital transformation at Chocolateness
By  Aasha Bodhani Published  February 16, 2016

Chocolateness, a Kuwaiti company specialising in desserts, has partnered with Viacomms Telecom to transform its customer experience with communications solutions from Avaya.

The partnership aims to deliver a seamless experience that integrates phone, SMS, chat and other media channels to enable better engagement with Kuwaiti customers; all-in-all, digitally transform the customer journey.

Viacomms Telecom has implemented Avaya's Contact Centre Select. It delivers a unified agent desktop providing a single platform for omni-channel communication, whilst skills-based routing enables customers to be directed to the most qualified agent. The service gives the contact centre supervisor complete visibility over agent interactions and customer feedback.

Furthermore, the live chat feature provides a simple way to connect with customers, with faster response times and reduced waiting times. The SMS functionality supports inbound and outbound communication and customers can receive order confirmation via SMS.

Fadi Hani, managing director at Avaya Northern Gulf region said: "Businesses of all sizes today need to be able to meet customers' higher expectations and deliver the right customer experience. Adopting digital transformation strategies can help drive the success of entrepreneurial ventures and help them make their mark in their chosen sector."

Abdullateef Al Humaidi, co-founder at Chocolateness added: "For us, Chocolateness is more than a business - it is a concept of all that is good in life. That means ensuring that we deliver the best possible customer service and by partnering with Viacomms Telecom and Avaya we can communicate more effectively with our customers and address head-on the challenges we face as a fast-growing business. Our business has shown dramatic improvement as our customers are much happier at how they can reach us." 

Chocolateness launched in 2007 with its molten chocolate cake recipe; today the company has six restaurants in Kuwait.   


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