ARAMEX to boost operations with Avaya technology

The Jordan-based company, which offers a comprehensive portfolio of transportation systems ranging from international express delivery and freight forwarding to logistics and warehousing, chose the Avaya system as senior management sought new ways of enhancing communication between sites and increasing flexibility with third party vendors, customers and partners.

Following implementation at three new sites in Dubai, the Avaya IP-telephony solution, based on open architecture for enhanced interoperability, will be rolled out at other offices in Jordan, New York, India and then in 200 offices spanning five continents and benefiting over 4,000 people. The system comprises the following elements: Avaya Communication Manager; Contact Center; Voice Recording; IP Hardphones and IP Softphones.

"ARAMEX is broadening its Middle East operation with new sites in Jordan, Dubai and elsewhere across the region," explained Sameh Awajan, Chief Technology Architect, ARAMEX.

"During this expansion process it is essential that a world-class communication infrastructure is in place to meet the growing demands of the market. In order to provide better service for customers, more sophisticated use of technology is vital as this results in associated cost-savings and improved performance."

"The new, fully integrated Avaya system is being deployed as the backbone of this communications infrastructure, and will comprise a range of IP-based systems including a state-of-the-art contact center. ARAMEX expects a quick and high-value return on this investment, which will enable our employees to derive proactive, profit-focused actions from their varied contact situations," continued Awajan.

As the volume of trade in the Middle East increases and more and more companies look to do business in and around the region, the benefits of IP telephony for organisations involved in logistics and transport are obvious. For example, with an Avaya IP Softphone, a mobile worker can receive calls made to their office at any remote location. They can access communication features normally restricted to the office, such as call transfer, abbreviated dialing, conference, and hold.

"Avaya offers logistics firms throughout the Middle East world-class integrated information and communication technology, which can greatly enhance their varied and complex operations," said Nidal Abou-Ltaif, managing director for Avaya in the Middle East and North Africa. "With a support network that enables companies to really reap the rewards from their communication investments, our aim is to build long-term partnerships. With customers like ARAMEX, who share the same vision as Avaya, such relationships can be mutually beneficial and, ultimately, extremely valuable," concluded Abou-Ltaif.