Avaya partners with dnata
dnata, one of the world’s largest air services providers and a member of the Emirates Group
dnata, one of the world’s largest air services providers and a member of the Emirates Group, has selected Avaya as a strategic technology partner to power its customer service digital transformation strategy.
Under the agreement, Avaya Private Cloud Services (APCS) will deliver a complete customer experience transformation solution that will create a seamless, personalised experience for dnata customers and partners and across every communication platform in the customer journey.
The five-year, multimillion-dollar agreement will see Avaya provide dnata, with a cloud-based contact centre, collaboration, networking and video conferencing solutions.
With operations covering six continents, dnata aims to unify its travel brands around the world, along with its other services, helping to deliver personalised experiences to its customers, achieve consistency and increased satisfaction across all touch points while reducing service delivery costs.
Paul Gale, vice president, Global Contact Centres, dnata, says: “We have embarked on a digital transformation journey that will enable us to confidently deliver on our growth strategy while building a superior customer experience. One of the main challenges of being a global business with multiple brands and services, is delivering a consistent and yet extremely personalised experience. Our project with Avaya will enable us to have the platform we require to quickly achieve the two, while expanding our portfolio of businesses and services. The team at Avaya were exceptional in building a solution that delivers on our business objectives today and in the future.”
While most businesses today support multi-channel customer service, they typically manage individual interaction channels in silos, resulting in a fragmented customer experience. By moving to an Avaya-delivered and managed cloud customer experience solution, dnata and its travel businesses will not only achieve a substantial competitive advantage, it will also deliver a higher benchmark for travel to compare with, not only for its customers, but also for its agents worldwide.
Nidal Abou-Ltaif, president, Avaya International (EMEA & APAC), adds: “Avaya is proud to have been selected by dnata as provider of choice for this global customer experience platform. By working closely with dnata, we will be able to support them in their objective of delivering a world-class customer experience. This is the perfect demonstration of the strength of our cloud services offerings and how we can help enterprises achieve their digital transformation goals. We look forward to strengthening this partnership with dnata over the next five years and moving forward to deliver the business outcomes they are looking for.”