Talabat.com deploys Avaya and METCO for customer experience solutions
Talabat.com adopts Avaya’s omni-channel contact centre solutions to support growth and enhance efficiency
The Middle East's online food ordering portal Talabat.com has collaborated with Middle East Telecommunications Company (METCO) to utilise contact centre solutions from Avaya to enhance the customer experience.
Talabat.com operates across all six countries in the GCC and with more than 2,700 restaurants on its platform, Talabat.com needed a solution that could provide seamless customer engagement across different channels, including phone, website, and mobile app, helping to increase customer loyalty.
Avaya and METCO have jointly delivered a full turnkey project including supply, installation, testing, acceptance, and support services. With the improved customer engagement capabilities provided by Avaya Contact Centre Select, Talabat.com offers its customers omni-channel communication.
The portal helps Talabat.com anticipate, automate and accelerate customer interactions, providing them with a more positive experience that helps increase customer lifetime value and revenue. The solution scales to meet growing customer loads while customers can be directed to the agent most appropriate for their needs, allowing resources to be used more efficiently.
Chasan Mochament, chief operations officer at Talabat.com, said: "Avaya and METCO have been on board with us since the inception of this project as trusted partners, and from the beginning they worked closely with us to understand our business and technology needs. We required a scalable solution that would unify our operations across all six GCC countries, deliver a streamlined service that would meet customers' enhanced expectations, and cement our position as the region's leading online food ordering and delivery portal. I am delighted to say that we have achieved all of these goals, while boosting operational efficiency."
Mohammed Areff, Vice President, Middle East, Africa and Turkey, Avaya, added: "Businesses of all sizes need to evolve digitally and deliver the seamless customer experience today's tech-savvy consumers require. Businesses like Talabat.com compete on the quality of their digital customer service, and Avaya is proud to have played a key role in helping Talabat.com deliver on its customer promise and provide the perfect digital experience."