dnata, one of the world's largest air services providers and a part of the United Arab Emirates' Emirates Group, announced that it has selected Avaya Private Cloud Services (APCS) to deliver a customer experience transformation solution and create a seamless, personalised experience for dnata customers and partners, across communication platforms.
The five-year, multimillion-dollar agreement will see Avaya provide dnata, with a cloud-based contact centre, collaboration, networking and video conferencing solution. With operations covering six continents, dnata aims to unify its travel brands around the world, along with its other services, helping to deliver personalised experiences to its customers, and achieve consistency and increased satisfaction across all touchpoints, all while reducing service delivery costs.
"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,” says Paul Gale , Vice President Global Contact Centres, dnata.
“One of the main challenges of being a global business with multiple brands and services is delivering a consistent yet personalised 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 moving to an Avaya-delivered and managed cloud customer experience solution, dnata and its travel businesses will not only achieve a substantial competitive advantage; it will also deliver a higher benchmark, not only for customers, but also for agents worldwide.