Avaya announced a new partnership with Infoline, Omantel ICT’s business process outsourcing leader, that will see Infoline significantly advance customer experience across the Sultanate as it adopts Avaya (NYSE: AVYA) OneCloudTM Contact Center as a Service.
One of the first deployments of its kind in the region, the Avaya solution will enable Infoline, a subsidiary of the Omani telecom “Omantel”, to seamlessly meet the demands of a regional market set to grow by 6.9% annually to 2028, when it will be worth almost $20 billion.
That growing market will serve increasingly discerning end customers on behalf of a variety of clients, and Omantel/Infoline will be better placed to address their needs with Avaya OneCloud CCaaS. The new technology will deliver effortless experiences across the entire customer journey – whether they’re interacing via voice, web, chat or email. And it will also enable end customers to be intelligently matched with the best agents to serve their needs.
“At Infoline, we are keeping pace with changing expectations by committing to a digital-ready customer experience, and through our partnership with Avaya, we are enabling our joint clients with the same capabilities. Avaya OneCloud CCaaS will further empower our clients with the advanced solutions needed to address fast-moving customer demands, and help them move forward with the e-Oman vision and strategy,” said Aladdin Abdullah Baitfadhil, Chairman of the Board of Directors of Infoline and VP of Consumer Business Unit at Omantel.
“Our priority is, and always has been, on enriching the experience of our clients’ customers, and the technology that we choose is always based on that guiding principle. With Avaya OneCloud CCaaS, we will be able to deliver meaningful experiences for end customers regardless of their chosen interaction method, while also empowering our own agents to drive increased customer loyalty on behalf of our clients,” said Mohammed bin Hamad al Maskari, Chief Executive Officer of Infoline.
Indeed, the cloud-based solution will help Omantel & Infoline to create personalized agent experiences with custom workspaces that bring customer insights from different applications into a single pane of glass. This will help agents stay ahead of every customer interaction by predicting needs and proactively engaging with customers.
Nidal Abou-Ltaif, President, Avaya International, added: “Improving the quality of experiences through both the customer and employee journey is today among the most important differentiators and creators of brand affinity. This is a fact that the leadership of Infoline and Omantel know extremely well, as the two companies are rightly celebrated for advancing customer experience across the Sultanate. We are proud to be contributing to that effort as we empower them with Avaya OneCloud CCaaS.”
Data Bridge Market Research: Middle East and Africa Business Process Outsourcing (BPO) Market – Industry Trends and Forecast to 2028
Source: Omantel Press Release