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Raya Contact Centre transitions agent workforce to remote working

Raya Contact Centre transitions agent workforce to remote working

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Raya Contact Centre, a leading 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.”

This is in line with Avaya’s on-going efforts to ensure Business Continuity for its customers during the COVID-19 pandemic. In addition to already offering its cloud-based collaboration app, Avaya Spaces, free of cost to all educational institutions and non-profit organisations globally, the company has announced that, as of today, its clients can request a 90-day complimentary access license to convert their existing office-based contact centre agents to remote workers.

Furthermore, at the end of the 90-day complimentary period, users have the option to convert those licenses to a monthly subscription, to offer more agility and improve availability of services.

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.”

To learn how to sign-up for the complementary Avaya contact centre solutions offers, eligible organisations are asked to visit this web page.

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

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