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Avaya’s Objective: Social Media-influenced Customer Experience

Visitors to this year’s Middle East Contact Centre (MECC) exhibition will be among the first in the region to see how the Middle East’s most advanced contact centres are integrating feedback via social networks into a more informed and satisfying customer experience, courtesy of Avaya, business communications applications, systems and services company.

• Customers including Emirates NDB, Etisalat, Bank Muscat and Gulf Air rely on Avaya for their contact centre expertise in the Middle East
• Integrating social media and connecting increasingly web-savvy customers with networked experts is fundamentally changing the regional customer experience
• Avaya Aura® Contact Centre Suite will enable MECC visitors to see a context-rich, customer experience which moves beyond satisfaction to brand loyalty

Avaya’s sixth annual participation at MECC, taking place at Dubai International Convention Centre from May 31 – June 1, will showcase the innovative contact centre solutions deployed by customer name here, here, and here in the Middle East to better serve their customers’ needs.

Understanding that increasingly Internet-savvy customers in the Middle East use social networking sites to answer questions before they approach an actual company for information, Avaya will utilize MECC to demonstrate the social media capabilities of its Avaya Aura® Contact Centre Suite.

The solution integrates with Avaya’s Social Media Manager, a social media search engine that searches user-generated content and integrates social media mentions that are relevant and require action into the contact centre. With this Avaya solution, organizations in the Middle East have an opportunity to change the conversation with their customers, providing businesses with a powerful competitive edge in managing customer experience and moving from customer satisfaction to increased brand loyalty.

A key perspective which Avaya will share with customers at MECC is the expected decline of actual voice calls to contact centres in the region, as customers increasingly reach out via email, IM and social networking sites.

Avaya is working with banks, airlines, hotels, telecoms companies and companies from other sectors in the Middle East to balance the satisfaction customers derive from speaking with a customer agent by phone with their interest in interfacing via other means, including social media – all primary themes at MECC 2011.

“For more than a decade, Avaya has enabled companies in the Middle East to better understand and exceed their customers’ expectations through contact centre innovations. For MECC 2011, Avaya is showing the region’s leading hospitality, financial services, government and telecoms companies how to integrate social media channels into their customer interaction for a contact centre experience that has more context, expertise, understanding and good will from both the provider and the customer.” Nidal Abou-Ltaif, Vice President, Emerging Markets, Avaya.

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