Avaya expertise recognized at Middle East Call Centre Awards

Organized by Insights, the only call centre professional services organization in the Middle East, the awards recognize the performance and service excellence of the best call centres in the region.

The challenges of implementing a new toll road system in Dubai and the efforts in setting up a contact centre to manage it were recognised when the Roads & Transport Authority's (RTA) Salik call centre won the Best New Call Centre award.

"Complex projects such as Salik winning an industry award for their contact centre is a significant testimony to Avaya's strength in contact centre technology and implementations," said Neville Perry, Converged Applications Manager for Middle East North Africa, Avaya.

"The key to success is implementing Avaya solutions which meet the specific requirements of each industry. We are witnessing a growth in the number of sectors, such as transport, that realize the critical importance of customer service and satisfaction, which we feel will generate further demand for contact center services in the region," Perry added.

Egypt-based Xceed, a Telecom Egypt company, took home the award for Best Career & Skills Paths, following on its success last year as Middle East Contact Center Outsourcing Service Provider (OSP) of the Year 2007.

"We are delighted to win this award, which reflects our strategies to encourage and train our staff. We are focused on our people, as they are the core and the engine that helps us achieve the customer satisfaction we aim for,"

said Ahmed Refky, Senior Vice President, Xceed Contact Center.

Avaya's technology solutions were recognised with its customer Arab National Bank - KSA - which won the award for Best Call Centre Technology Platform.

"Our focus is on improving customer service and quality assurance, this is reflected in Arab National Bank being the only Saudi bank to get a top place in this competition," said Mansour M. Al-Harbi, ATM Network Manager - Consumer Bank, Arab National Bank.

CTS bagged awards for the for Middle East OSP of the year 2008 with more than 70 agents, and the Call Centre Manager of the year going to Humaira Majid; and Crys TelCall was awarded for Middle East OSP of the year 2008, with less than 71 agents.

Supporting awards were presented to DHL, recognising Call Centre Manager Brian D'Costa; Telenor Pakistan for Best Recruitment Program and BUPA Arabia for Best Retention & Motivation Program.