News : Merchants GoLive with Avaya Private Cloud Contact Centre Transformation Project
Dubai, UAE and Johannesburg, South Africa, Oct 9, 2019 -- Merchants, a customer management partner specialising in the business process outsourcing industry, announced that the first phase of a global Contact Centre services transformation, has gone live with an Avaya Private Cloud solution.
The contact centre transformation project comes as Merchants looks to achieve new levels of growth in the increasingly competitive BPO industry. To realize these goals, the company needed a modern contact centre solution that could scale with the company’s stellar ambitions.
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"We have worked with Avaya’s contact centre technologies for many years, so we are well aware of the company’s strengths in the arena. With a demanding customer base, and our ambitions for growth, there was a requirement to modernise and transform our existing contact centre infrastructure, and Avaya’s private cloud-based solution was most appropriate for our needs," said Roark Raman, Head of Technology at Merchants.
"The solution particularly addressed our challenges around simplicity of expansion, vendor accountability for uptime, the cost of perpetual licenses, and a business environment demanding quicker time to market for innovation at a more competitive price."
"As a global contact centre organisation, Merchants is an important partner for Avaya in South Africa. The company has the same dedication to customer centricity as we do, and with this new contact centre solution, Merchants will be able to more efficiently offer the right customer experiences. We look forward to many more years of partnership with Merchants, and can’t wait to start this digital transformation journey with them," said Fadi Hani, Vice President – Middle East, Turkey & Africa, Avaya.
Posted by Veronica Silva Cusi, news correspondent
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Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions and has a 25 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.
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.
Published: Thursday, October 10, 2019
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