Complex Made Simple

averda invests in new IT programs to enhance customer service

averda, the largest and one of the fastest growing waste management companies in the Middle East and Africa, has invested in new IT solutions to improve efficiency and enhance customer service. The UAE headquartered company successfully deployed Interactive Intelligence’s all-in-one Customer Interaction Center TM (CIC) software solution to support its 800-AVERDA customer service hotline.

“Our objective has always been to provide a seamless customer service experience to averda customers,” said Fabio Di Capua, IT Director, averda. “In order to address our functional, reporting and user interface business requirements, we were in need of a robust call centre solution that would be flexible, scalable, globally accepted and cost effective, and having evaluated several solutions, we’ve chosen Interactive Intelligence’s solutions as it will allow us to continue to provide customers with the highest level of services.”

The contact centre’s operations are based in Dubai and support the UAE, Qatar and Oman with plans to extend the service to Saudi Arabia in the next few months. The new system provides rich functionality in the form of multi-channel communications, has streamlined the customer request handling process, and enhanced monitoring and reporting which has ultimately boosted averda’s customer service.

“The decision to upgrade our systems came as part of our commitment to customer satisfaction” said Mazen Barazi, Business Applications Senior Manager – IT, averda. “By investing in the Interactive Intelligence solution, we’ve managed to streamline operations and increase efficiency. We’re very satisfied with the results and hope to continue improving our systems to ensure continued customer satisfaction.”

Once Interactive Intelligence was selected as the vendor of choice, the software installation was completed by local partner EMW in just twelve days. Training was also provided to the team of averda employees responsible from the contact centre.

The contact centre system handles an average of 270 inbound and 50 outbound calls per day, which includes customer service requests like changing frequency of an averda service or adding/ discontinuing a service; calls from potential customers expressing interest in a service and complaint resolution.

The Interactive Intelligence solution integrates with averda’s Salesforce CRM platform and provides dynamic as well as historic reporting aiding the decision making process and customer experience.