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News : Cupola Ensures Business Continuity for its Customers with Enhancements to Contact Center Capabilities

#contactcenterworld, @Avaya

Dubai, UAE, April 27, 2020 -- Recognizing the urgent need for organizations to maintain business continuity through the current global crisis, Cupola Teleservices, the Middle East's provider in outsourced contact center services has worked with Avaya, its trusted partner for contact center and collaboration solutions, to further enhance its contact center capabilities. As the BPO partner to several multinational corporations across vital sectors including government, financial services, food and beverage, transportation and logistics, and education, Cupola’s technology upgrade will ensure that the critical customer services these organizations rely on it to deliver will meet increased consumer demand.

"Because of social distancing, restrictions on movement, and general concerns in these challenging times, consumers are increasingly dependent on digital and telephonic support channels to get answers to their pressing queries. At this time when our outsourcing services are more vital than ever, we at Cupola want to assure our customers that we have made the necessary investments to safeguard the continuity of their services. We are also here to enable organizations that are struggling with the impact of the outbreak to offload their customer service workloads to us," said Sajjad Hamid, Group Head - Sales & Marketing, Cupola.

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Cupola delivers its services from several contact centers located across the UAE. When government measures to curtail the spread of the virus called for reduced capacity at these sites, the company responded by partnering with Avaya to leverage its communications solutions empowering remote contact center capabilities to transition over 450 agents to work from home arrangements. This large-scale workforce migration was facilitated by Avaya in a matter of days. "Thanks to the rapid speed of the rollout, made possible by Avaya, we are able to safeguard our employees by enabling them to stay safe and work from home without impacting the experience for our clients’ customers who continue to receive a world-class support services," said Hamid.

Commending the speed and flexibility of support his organization received from Avaya, Hamid said, "Our partnership with Avaya extends over 20 years old and we take immense pride in continuing to collaborate in areas related to people, process and technology to ultimately ensure that Cupola’s numerous corporate clients spread across multiple geographies and industries are not impacted in receiving world-class support, despite unprecedented challenges."

Fadi Hani, Vice President – Middle East, Africa & Turkey, added: "The importance of business continuity for organizations like Cupola to our wider society cannot be understated. With its wide range of impressive clients, the smooth delivery of Cupola’s services helps ensure that consumers are able to access the right information when they need it - essential at a time of reduced travel. We thank Cupola for their continued trust in our technologies, and stand ready to help however we can."

#contactcenterworld, @Avaya

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.zawya.com


About Avaya:
Company LogoAvaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
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About Cupola Teleservices:
Company LogoBusiness Process Outsourcing
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Today's Tip of the Day - Lifetime Of A Number

Read today's tip or listen to it on podcast.

Published: Wednesday, April 29, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

4.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
 
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