Page 27 - SAMENA Trends - October 2021
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REGIONAL & MEMBERS UPDATES  SAMENA TRENDS

        Omantel & Infoline to Deliver Effortless Experiences Across Entire Customer

        Journey with Avaya OneCloud CCaaS


        Avaya  announced  a  new partnership  with Infoline,  Omantel   clients,” said Mohammed bin Hamad al Maskari, Chief Executive
        ICT’s business process outsourcing leader, that will see Infoline   Officer  of  Infoline.  Indeed,  the  cloud-based  solution  will  help
        significantly advance customer experience across the Sultanate   Omantel & Infoline to create personalized agent experiences with
        as it adopts Avaya (NYSE: AVYA) OneCloudTM Contact Center as   custom workspaces that bring customer insights from different
        a Service. One of the first deployments of its kind in the region,   applications  into  a single  pane  of glass. This will help  agents
        the Avaya solution will enable Infoline, a subsidiary of the Omani   stay ahead of every customer interaction by predicting needs and
        telecom “Omantel”, to seamlessly meet the demands of a regional   proactively engaging with customers. Nidal Abou-Ltaif, President,
        market set to grow by 6.9% annually to 2028, when it will be worth   Avaya International, added: “Improving the quality of experiences
        almost $20 billion. That growing market will serve increasingly   through both the customer and employee journey is today among
        discerning end customers on behalf of a variety of clients, and   the most important differentiators and creators of brand affinity.
        Omantel/Infoline will be better placed to address their needs with   This is a fact that the leadership of Infoline and Omantel know
        Avaya OneCloud CCaaS. The new technology will deliver effortless   extremely well, as the two companies are rightly celebrated for
        experiences across the entire customer journey – whether they’re   advancing  customer  experience  across the Sultanate. We are
        interacing via voice, web, chat or email. And it will also enable end   proud to be contributing to that effort as we empower them with
        customers  to be intelligently  matched  with the best agents to   Avaya OneCloud CCaaS.”
        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






                                             Orange Jordan Sponsors the Media Competition
                                             for the Causes Related to Persons with Disabilities



        Orange Jordan announced  sponsoring  the competition  that   and educational role to contribute in changing the stereotypical
        was launched  by the  Higher  Council  for the  Rights  of Persons   perspective and empowering persons with disabilities, as part of
        with Disabilities, under the patronage of the Council’s President,   its extended partnership with the Higher Council for the Rights of
        His  Highness Prince  Mired bin Raad, to increase awareness   Persons with Disabilities. Al - Dababneh also noted that digital
        of the rights of persons  with disabilities and motivate media   inclusion is one of the company’s priorities, to include sustainable
        representatives to address their issues from a  human rights   services, solutions, and initiatives that enhance the contribution of
        perspective, in  addition, to  encourage  creative  and  media   persons with disabilities and shed the light on their achievements
        pieces  that contribute to awareness  regarding the rights and   and active roles in society, under  the  company’s umbrella
        issues of persons with disabilities and their inclusion in society.   "Differently  Abled,  Definitely  Enabled"  as  part  of  the  company’s
        Deputy Chief PR, Corporate Social Responsibility and Corporate   CSR strategy.  The competition  includes  4-pillars;  visual,  audio,
        Communication  Officer,  Eng.  Rana  Al  -  Dababneh  affirmed  the   written media, and drama, where the participants will be evaluated
        importance of this competition in enhancing the positive image   by  a  jury  of  experts  in  the  field  of  human  rights  and  media  to
        for the persons  with disability in the Kingdom,  noting  that   select three winners from each pillar, the first winner will receive
        Orange Jordan is keen to sponsor the competition in addition to   JD 2500, while the second winner will receive JD 1,750, while the
        various awareness initiatives,  due  to the  importance  of media   third winner will receive JD 1,000.

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