Qatari firm goes for brokerage on Avaya
QATAR BROKERAGE FIRM Dlala Holdings has implemented an internet protocol (IP)- based contact centre system solution from Avaya, enabling it to improve both efficiency and customer service levels.
Avaya deployed a range of applications and services across the brokerage firm’s network including its communication manager and contact centre systems.
The Avaya solution supports the financial firm’s full range of service offerings from basic transactions such as account opening and information enquiries to more complex services such as live trades. It also helped to integrate all of Dlala’s telephone call processes, call control, messaging, and contact centre management.
“On the trading floor every second counts. Agent efficiency, interaction optimisation, customer satisfaction and image are the pillars of our success.
Through Avaya’s user friendly and comprehensive IP contact centre solution, we were able to route customer calls to the right resource at the right time,” said Dlala Holdings call centre manager Karam Mutawi.
“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,” he said.
Mutawi said that the firm had opted for Avaya after conducting a methodical assessment of all available solutions, seeing fast, accurate communication solutions as crucial for the firm, which is currently seeking to boost its regional presence.
Nidal Abou-Ltaif, managing director for Avaya in the Middle East and North Africa, said that implementing the solution had enabled the Qatar-based firm to both increase its profitability and improve customer service levels.
“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,” he said in a statement.