The dnata group is partnering with Avaya Private Cloud Services (APCS)
to develop a simple, seamless experience for customers and create a tailored experience
for users across communication platforms.
Dnata is a leading international air
services provider and works as part of the United Arab Emirates Group.
A five-year, multimillion-dollar deal was signed between the
two companies that states Avaya will provide dnata with a cloud-based contact
center, general collaboration on projects, and networking and video
conferencing services. Dnata wants all of its global travel brands to mirror
one another. In addition, the air services provider wants to reduce service
delivery costs while ensuring each customer has a personalized experience and
that satisfaction levels are bettered at each point of contact with the customer.
“We have embarked on a digital transformation journey that
will enable us to confidently deliver on our growth strategy while building a
superior customer experience,” Paul Gale, vice president of global contact centers at dnata, said. “One of the main challenges of being a global business with multiple
brands and services is delivering a consistent yet personalized experience. Our
project with Avaya will enable us to have the platform we require to quickly
achieve the two, while expanding our portfolio of businesses and services. The team at Avaya were exceptional in
building a solution that delivers on our business objectives today and in the
future.”
By bringing Avaya cloud-based customer solutions on board,
dnata will not only offer a better customer experience, but agencies around the
world will benefit from a better product. The partnership will bring a strong
competitive edge to dnata’s services line-up.
“Avaya is proud to have been selected by dnata as provider
of choice for this global customer experience platform,” Nidal Abou-Ltaif,
president at Avaya International, said. “By working closely with dnata, we will be able
to support them in their objective of delivering a world-class customer
experience. This is the perfect demonstration of the strength of our cloud
services offerings and how we can help enterprises achieve their digital
transformation goals. We look forward to strengthening this partnership with
dnata over the next five years and moving forward with them to deliver the
business outcomes they are looking for.”
