#contactcenterworld, @Avaya, @dhlamericas
DHL Supply Chain, a contract logistics provider, has accelerated its business expansion to meet a boom in demand for its services, while simultaneously increasing agent retention to a record high, with the help of a suite of Avaya OneCloud™ solutions.
Based in Singapore, DHL Contact Centre Services provides logistics solutions across a range of industries, including service logistics, technology, and public agencies. The Covid-19 pandemic created more opportunity to better support its customers’ increasing demand for fast and cost-effective contact centre services.
"As many businesses found during the pandemic, the last 18 months were characterized by a huge spike in demand for high-quality customer experience services. Between 2019 and today, alongside the rollout of Avaya OneCloud, our number of concurrent agents has increased 300 percent," said Jerome Gillet, CEO, Singapore Cluster, DHL Supply Chain. "Retention in the contact centre industry has been a challenge for several years. With the support of a comprehensive, cloud-based collaboration tool, and an AI-powered contact centre, our retention rate has significantly increased to become the best-in-class in the industry."
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"The security and scalability of the product means we can replicate this customer service environment in other markets, enabling contact centre agents to log in from anywhere, at any time, and gain access to the communication and collaboration capabilities," Gillet added. "In the near future, we will be scaling our contact centre offering to Japan, Korea, Australia, Malaysia and the Philippines."
"DHL Supply Chain is oiling the wheels of businesses during an essential time, allowing it to meet demands that have only accelerated during and after the pandemic," said Stephen Spears, Avaya Chief Revenue Officer. "Cloud-based customer service capabilities, automation and knowledge management are combining to deliver these offerings at a much quicker rate while supporting those charged with providing the service."
Avaya 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.
DHL is part of Deutsche Post DHL is a global market provider in the logistics industry. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics, and international mail services to its customers. DHL's global network composed of more than 220 countries and territories and more than 300,000 employees worldwide, it offers customers service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management, and education.
Published: Thursday, December 16, 2021
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