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News : Raya Contact Centre Transitions Agent Workforce to Remote Working

#contactcenterworld, @raya_cc, @Avaya

Dubai, UAE, March 16, 2020 -- Raya Contact Centre, a Business Process Outsourcing service provider with contact centres in the UAE, Egypt and Poland, has announced that it has successfully enabled its entire contact centre workforce to work remotely.

The news comes as efforts are being made to combat the spread of coronavirus and as organisations across the Middle East, Europe and North Africa (MENA) follow the social distancing recommendations of government and healthcare authorities,

As the company’s contact centre is built on Avaya solutions, Avaya played a critical role in ensuring a seamless transition that resulted in no cost implications for Raya Contact Centre.

"As the BPO services provider to clients that include highly reputed regional and international businesses, it is imperative that we keep operations on track, while prioritising the safety and well-being of our staff," said Yasser M. Sharaf, IT Director at Raya Contact Centre.

"Avaya has been extremely proactive in anticipating our Business Continuity requirements and implementing a solution without us having to incur any additional costs. This has given us the ability to utilise our existing investments to seamlessly transition our workforce to a remote working arrangement."

Avaya has also announced the launch of global COVID-19 technical hotlines for customers and partners who are looking for 24/7 support and guidance to help transition to remote workforce deployment models.

"Avaya, with software deployed to support over 5 million contact centre agents, has moved rapidly to enable more than 150,000 remote agents as our customers address the challenges of COVID-19," said Jim Chirico, Avaya President and CEO.

"We continue to actively engage with organisations worldwide to help them transition their operations to a flexible, remote model, enabling agents to stay productive and provide customers the experience they have come to expect. Millions of users around the world depend on our unified communications, collaboration and contact centre products, so we continue to look for ways we can step up and help."

The Avaya COVID-19 Technical Hotlines will be available beginning Monday March 16 at 6pm GMT and the contact numbers will be posted on the website.

#contactcenterworld, @raya_cc, @Avaya

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


About Raya Contact Center:
Company LogoRAYA provides customer support on behalf of clients across verticals. Our end-to-end customer experience journey is supported by the latest technology and the most skilled and passionate people. RAYA has been the most preferred partner of customer service, technical support, and global services for fortune 1000 companies across North America, Europe, the Middle East, and Africa since 2001. Delivering from the most competitive and highly skilled labor markets, RAYA provides an array of integrated business process outsourcing solutions supported by robust strategies, continuous improvement, and innovation.
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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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Today's Tip of the Day - Choosing a Telecom Supplier

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2021 Buyers Guide Visual Communications

 
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Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

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