Page 27 - SAMENA Trends - October 2021

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.

27 OCTOBER 2021