MESK Holdings improves connectivity with Avaya
Restaurant management company improves service quality and customer experience with Avaya's IP telephony system
MESK Holdings, Bahrain's hospitality, food and beverages company, has announced it has collaborated with Fakhro Communications, as well as deploying communication solutions from Avaya to enhance connectivity, increase staff efficient and reduce operating costs.
MESK wanted to replace its existing PBX system with a centralised IP telephony system, enabling the company to provide customers with a single contact number that could reach any establishment, plus monitor the quality of service and call volumes. This allows staff at different branches the ability to help when call volumes increase, and also reduce waiting times and abandoning calls.
By deploying Avaya, the company has connected the head office with a number of different outlets and enabled a centralised voicemail and recording feature. The company has also adopted business analytics to capture data and intelligence to address staff resourcing requirements, such as identifying peak periods in advance.
Jassim Rahma, IT manager at MESK Holdings, said: "Fakhro Communications proposed Avaya's system as the solution to our previous problems - which have now been successfully addressed thanks to the partnership's true understanding of our unique requirements.
"We wanted a unified system that would allow us to seamlessly connect our outlets while providing our customers with easier access to our restaurants over the phone. With the Avaya solutions in place, we have been able to streamline our business, which, in turn, is enabling us to deliver a better customer experience than ever before."
Sam Georges Sarraf, country manager - Bahrain, Avaya, added: "Customer experience is key to success in all industry today, and organizations of all sizes need to provide the right levels of service. Our solutions enable businesses to deliver the personalized experience that makes the difference between successful interactions and lost customers. Avaya, in partnership with Fakhro Communications, is proud to provide MESK with the solutions that have digitally enhanced their business."