Qatar's leading brokerage firm goes bullish on Avaya Solutions

Established in 2005, Dlala Holding today has over 25 percent market share and is aggressively aiming at increasing its regional presence by end of 2006. To make this mission possible Dlala needed a technology partner who could offer fast, accurate communication solutions that provided efficient customer services in addition to integrating other channels of communication (i.e. web chats or email) under a universal queue.

"On the trading floor every second counts. Agent efficiency, interaction optimization, customer satisfaction and image are the pillars of our success. Through Avaya's user friendly and comprehensive IP Contact Center solution, we were able to route customer calls to the right resource at the right time. Embedding our business processes into the AVAYA Contact Center solution means incomplete web transactions are no longer lost, enabling our agents to retrieve and complete these transactions, ensuring top quality service for our customers, every time. We conducted a methodical analysis of the all the available solutions and the clear decision was Avaya," said Karam Mutawi, Call Center Manager, Dlala Holdings.

The Avaya solution supports Dlala's full range of service offerings from basic transactions like account openings and information inquiries, to the more demanding services such as live trades. Avaya Communication Manager Solution also helped to integrate all of Dlala's telephone call processes, call control, messaging, and contact center management.

"Financial services are one of the fastest-growing segments in the Middle East, given the robust expansion of the region's banking sector and the size of investments being made by customers here. By implementing internet telephony solutions the brokerage firm has been able to reduce overhead costs and deliver a valuable new service to its clients, through an IP-based communications network across its branch offices,"

said Nidal Abou-Ltaif, managing director for Avaya in the Middle East and North Africa.

The Avaya Contact Centre Elite solution along with the Avaya Interactive Response (IR) system works efficiently to route calls to the most appropriate agents. The Avaya IR is also used to answer customer's frequently asked questions, freeing agents to handle more complex customer inquiries.

Avaya deployed the following applications & services across Dlala Holding network:
• Avaya Communication Manager
• Avaya S8300 Media Server
• Avaya G700 Media Gateway
• Avaya 4610, 4620 & 4625 IP Phones
• Avaya 4622 Agent IP Phones
• Avaya Contact Center Elite
• Avaya Interactive Response