METCO deploys Avaya Contact Centre Select for Talabat.com
Talabat.com, an online food ordering portal in the Middle East, in collaboration with METCO, has deployed Contact Centre Select solutions from Avaya to deliver digital customer experience and support business growth. The Avaya solutions are helping Talabat.com to increase customer lifetime value and revenue, while also enhancing agent efficiency.
Founded in 2004, Talabat.com operates across all six countries in the GCC. With more than 2,700 restaurants on its platform, Talabat.com needed a solution that could provide customer engagement across different channels, including phone, website, and mobile app, helping to increase customer loyalty. With no physical outlets, Talabat.com also needed to be able to meet spikes in customer demand in busy periods, such as weekends and holidays.
Avaya and METCO delivered a full turnkey project including supply, installation, testing, acceptance, and support services. With the improved customer engagement capabilities provided by Avaya Contact Centre Select, Talabat.com offers its customers omnichannel communication. The portal helps Talabat.com anticipate, automate and accelerate customer interactions, providing them with a more positive experience that helps increase customer lifetime value and revenue. The solution scales to meet growing customer loads while customers can be directed to the agent most appropriate for their needs, allowing resources to be used more efficiently.
Chasan Mochament, Chief Operations Officer, Talabat.com said, “Avaya and METCO have been on board with us since the inception of this project as trusted partners, and from the beginning they worked closely with us to understand our business and technology needs. We required a scalable solution that would unify our operations across all six GCC countries, deliver a streamlined service that would meet customers’ enhanced expectations, and cement our position as the region’s leading online food ordering and delivery portal. I am delighted to say that we have achieved all of these goals, while boosting operational efficiency.”
Mohammed Areff, Vice President, Middle East, Africa and Turkey, Avaya said, “Businesses of all sizes need to evolve digitally and deliver the seamless customer experience today’s tech-savvy consumers require. Businesses like Talabat.com compete on the quality of their digital customer service, and Avaya is proud to have played a key role in helping Talabat.com deliver on its customer promise and provide the perfect digital experience.”
Established in 1978, METCO is a subsidiary of Towell International Holding, a telecommunication and information technology solutions integrator in the Middle East and Africa. Headquartered in Kuwait, METCO’s corporate presence extends to Iraq, Saudi Arabia, Lebanon, Sudan, UAE, and parts of Africa. METCO offers a breadth of services spanning from engineering and design to implementation and deployment, and from operations and maintenance to the provision of managed services.