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TE Data Joins Forces With Avaya To Provide Innovative Call Center Solutions For The Egyptian Market
Published Mar 18, 2010
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Egypt's largest national IP-based data communications carrier, TE Data, is teaming up with Avaya, a leading global provider of business communications applications, systems and services, to offer enterprises the ability to operate call centers using Avaya Managed Services. The service will be the first of its kind offered in Egypt and will help TE Data expand its presence in the Middle East region.
Avaya Managed Services for Call Centers will deliver SIP (Session Initiation Protocol) capabilities to TE Data’s existing Avaya installed base. These capabilities will enable centralized control and optimized expenditure on Service Provider and managed services across different vendor platforms. This will result in reduced costs for TE Data’s call center customers, as well as ensuring faster deployment of new functions and enhanced options for linking communications with business processes. TE Data will also have access to Avaya’s professional services, integration and support.
“TE Data is committed to making the latest communications technology available to organisations across Egypt and the rest of the Middle East region. By offering Avaya Managed Services for Call Centers, we are enabling enterprises to operate call centers at a lower cost while increasing agent efficiency and eliminating the burden of technical support,” said Tamer Gadallah, Managing Director, TE Data. “Avaya’s capabilities have proved steadfast in our years of partnership with them and the move to upgrade our service offering will help drive our expansion plans into a number of market segments in Egypt and the Middle East,” added Mr. Gadallah.
The Avaya solution includes Avaya Communication Manager with Elite ACD (Automatic Call Distribution), Contact Center Express, a CTI engine with multi-media channels, voice portal and recording, CMS (Call Management System) reporting, one-X portal web client and Intuity Audix Messaging platform. Avaya Communication Manager boasts robust PBX features, high reliability and scalability, and multi-protocol support. It includes advanced mobility features, built-in conference calling and contact center applications.
“By upgrading the existing solution with Avaya Managed Services, TE Data will be able to deliver a managed call center service to the market as part of a new business model that will transform cost centers into profit centers,” said Sherif Khairallah, Service Provider Manager – Emerging Markets, Avaya. “It will help TE Data enhance customer service and offer enterprises full call center facilities, including personalization, localization, flexibility and end-to-end integrated service without the previously needed infrastructure.”
The service is available as a basic package which includes three agents and one supervisor, with the option to add agents, a multimedia pack, or services such as IVR-Recording and IP phones.
Posted by
VMD - [Virtual Marketing Department]
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