Innovative IT solution provider boosts customer loyalty and delivers superior experiences by collaborating with Viacomms to deploy Avaya customer engagement solutions.
KUWAITNET, a pioneer of online IT applications in Kuwait, has boosted customer retention and increased staff efficiency by collaborating with Viacomms Telecom KSCC to deploy communications solutions from Avaya.
During the past 20 years, KUWAITNET has grown from a webhosting company to a pioneer in providing online IT applications to over 3,000 SMBs and top enterprises in Kuwait, incuding Zain Mobile Operator, Viva, National Bank of Kuwait, Burgan Bank, Gulf Bank, Warba Bank, Ahli United Bank, Kuwait National Petroleum Company and many others.
KUWAITNET wanted a contact centre solution that could be integrated with its cloud-based customer relationship management (CRM) system, help support marketing campaigns, and monitor and measure operations.
Viacomms deployed state-of-the-art communications solutions from Avaya to provide streamlined and personalized customer interactions. By integrating the Avaya solutions with the CRM system, KUWAITNET is able to automate business processes. Agents are able to view customer details prior to answering calls, reducing call duration and enabling agents to handle higher volumes of enquiries during busy periods.
By improving the customer experience, KUWAITNET has been able to increase customer retention and loyalty, with a decrease in the “churn” rate related to non-renewal of service.
Avaya works with leading public and private businesses in the Middle East to transform the customer experience and improve agent engagement. As the global market share leader in contact center solutions, Avaya helps create stronger, long-lasting customer relationships, increase cross sell and up sell opportunities, gain insights about the contact centre’s performance, and enable optimal contact centre resource management.
Bashar Al Abdulhadi, Chief Technology Officer and Founder – KUWAITNET, said: “We are constantly striving to increase business efficiency by using innovative technologies, and we are confident that we have chosen the best combination of vendor and local partner to help us do this.
“Avaya and Viacomms worked together to help us achieve our mission of inspiring our customers, winning new markets and disrupting the status quo. The Avaya Contact Center solution is enabling our agents to enhance the customer experience and further our digital transformation strategy.
Jolian Ibrahim, CEO and Co-Founder – Viacomms Telecom, said: “Working with the technology gurus at KUWAITNET was challenging and refreshing as they were looking to implement the best new technology available. They tested every Avaya Contact Center feature to ensure it met their innovation benchmark. We are proud to have successfully partnered with them to build the capabilities to deliver an upgraded experience to customers.”