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Operations overhaul

Aramex is boosting operations with the global rollout of an IP solution that will enhance communication flow and interoperability between sites.

Aramex, a leading provider of total transportation solutions in the Middle East North Africa (MENA) region, has begun implementation of an internet protocol (IP) based telephony system from Avaya.

The Jordan-based company, which offers a comprehensive portfolio of transportation systems ranging from international express delivery and freight forwarding to logistics and warehousing, chose the Avaya system as senior management sought new ways of enhancing communication between sites and increasing flexibility with third party vendors, customers and partners.

Following implementation at three new sites in Dubai, the Avaya IP-telephony solution, based on open architecture for enhanced interoperability, will be rolled out at other offices in Jordan, New York, India and then in 200 offices spanning five continents and benefiting over 4,000 people. The complete system comprises communication management, contact centre, voice recording, and IP hard- and softphones.

“The new, fully integrated Avaya system is being deployed as the backbone of this communications infrastructure, and will comprise a range of IP-based systems including a state-of-the-art contact centre,” says Sameh Awajan, chief technology architect for Aramex. “Aramex expects a quick and high-value return on this investment, which will enable our employees to derive proactive, profit-focused actions from their varied contact situations,” he continues.

As the volume of trade in the Middle East increases and more and more companies look to do business in and around the region, the benefits of IP telephony for organisations involved in logistics and transport are obvious, as Awajan explains.

“Aramex is broadening its Middle East operation with new sites in Jordan, Dubai and elsewhere across the region. During this expansion process it is essential that a world-class communication infrastructure is in place to meet the growing demands of the market. In order to provide better service for customers, more sophisticated use of technology is vital as this results in associated cost-savings and improved performance.”

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