Egypt's TE Data boosts customer care through Avaya contact center express

TE Data's management anticipates that the company will double its call center capacity in the next twelve months, and will deploy the Avaya communications system to enhance its customer service capabilities while preparing for a new outsourced offering.

The new Avaya solution, seamlessly deployed with the company's existing traditional technology network, will give TE Data's management comprehensive real-time information about in-coming call queues, customer service activities, and user status. At the same time the new system will provide extensive reporting to support planning and scheduling for continuous customer support.

"At TE Data we grew our business by 100 percent from 2003 to 2004. The integration of the Avaya IP Telephony solution, will enable us to better handle our increasing customer base. Our agent response rate will increase by more than 50 percent, and we will be able to handle double the call volume," said Mohamed Elnawawy, Chairman & Managing Director of TE Data.

"We also expect dropped calls and hold times to be dramatically reduced. This makes our service more attractive to TE Data's own customers, as well as contact-intensive enterprises that may want to outsource their customer relationship management efforts," continued Elnawawy.

Avaya is the world's leading contact center solutions provider. More than 32,000 sites at 24,000 different companies globally deploy Avaya's Contact Center Plus, which is aimed at enterprises, and Contact Center Express, aimed at medium-sized companies.

TE Data, which also owns one of Egypt's most successful ISPs (internet service providers), selected the Avaya solution, as implemented by local business partner Giza, following a highly competitive bidding process. Nidal Abou-Ltaif, managing director for Avaya in the Middle East and North Africa, says that it is Avaya's reputation of staying close to its customers which became a key factor in TE Data's eventual choice.

"The reason TE Data, and a growing number of companies across the MENA region, have chosen Avaya to provide their IP telephony solution is simple - we place communications at the heart of our customers' business. Not only do TE Data and other Avaya clients enhance their customer care capabilities, they also reduce costs, which is a vital consideration in competitive industries such as telecommunications," concluded Abou-Ltaif.