Cupola Teleservices upgrades Avaya call centre
EMW upgrades Cupola Teleservices' Avaya Call Centre to improve customer relations and performance
UAE outsourcer Cupola Teleservices (CTS) has signed an agreement with systems integrator EMW to upgrade its Avaya Call Centre system to a newer version.
CTS provides call centre services to a number of major international corporations and employs 600 staff.
As part of the contract, EMW will also provide maintenance and support for three years. The system is expected to improve overall system performance while giving better customer relationship management to outsourcing customers. CTS currently operates a system based on Communication Manager 3.0 – the latest upgrade will see the firm move to version 5.0 with increased storage capacities and improved reliability.
Sabir KV, IT manager, Cupola Teleservices explains the need for the upgrade: "With a technology infrastructure that supports over 1,000 seats, CTS has grown rapidly over the years due to the growing popularity of companies outsourcing their call centre requirements. CTS is highly focused on perpetual technology enhancement to help meet its business objectives and customer requirements.
"We are happy to confirm our mutually beneficial partnership with EMW which has helped to attain our goals over the last couple of years. The current implementation will substantially increase the value and service delivery to our customers," he added.
Serjios El-Hage, CEO at EMW Middle East further comments: "It is a matter of great pride for EMW that Cupola, the leading and most preferred Call Centre/ BPO services provider in the region has decided to contract our company to upgrade and support its call centre network. Voice and data infrastructure is the most mission critical element of CTS’ business and through our expertise we aim to deliver optimum system performance and zero downtime."