Future Technology has deployed Avaya call centre solutions at Americana to boost its productivity.

The Avaya Gold Partner’s has signed a deal with the region’s pioneer in food industry to handle home delivery orders for its Pizza Hut, Hardees, and KFC outlets around the UAE, Future Technology said in a statement.

The rising volume of customer calls, increased costs, and different call centre location across the UAE led to Americana wanting to consolidate its call centre operations to boost productivity, increase efficiency, and enhance its operations. Americana’s call centre in Sharjah currently handles a huge volume of calls per day, the company said.

“Avaya will equip Americana with a state-of-the-art call centre solution capable of handling a huge volume of calls, store customer data, and allow customers to email their orders,” said Future Technology sales manager Nicolas Magem. “A scalable systems means that Americana also has the option of increasing the number of call centre agents as the business grows.”

Prior to implementing Avaya, Americana’s call centres handled customers delivery calls from across the UAE. While the legacy system contained all customer data, the system lacked the capability to handle the rising volume of calls, resulting in increased number of calls in queue, and dropped orders. Different call centres across the UAE also meant more call centre agents, more licenses, and a consequent loss of business.

“We wanted a performance oriented solution as our business grew, Avaya answered our call with its value proposition, multi-channel approach and scalable system that would enhance our growing operations around the UAE, Avaya’s solution is capable of handling a huge volume of calls, and we are able to reduce costs on managing various call centre locations, as well as enhance our agent productivity. We are certain that this solution will help increase the efficiency of our call centre agents, boost productivity and result in increased business and happy customers,” added Magem.

Americana is the Middle East's most successful group of companies operating consumer foods, restaurants, and food-related products,the company said.

Americana operate almost 800 restaurants across 66 cities with several international franchises like KFC, Hardee's, and Pizza Hut and a wide range of consumer foods manufactured in 15 factories in 5 different countries and marketed across the region with well-known names like Americana Meat, Americana Cake, Farm Frites, California Garden, Heinz, Koki, Green Land and much more. – TradeArabia News Service