Smart Link Contact Centers, a leading contact centre solution provider in Saudi Arabia, said it has joined hands with leading communications solutions provider Avaya to complete a major expansion project in the kingdom.

Smart Link delivers flexible solutions and services to more than 50 organisations in the kingdom, and the expansion of its operations will enable the government to increase the deployment of digital services.  

Avaya is a global provider of business collaboration, providing unified communications, contact centres, networking and related services to companies of all sizes around the world

The expansion adds 600 agent seats to the contact centre and creates employment opportunities for Saudi citizens, said a statement from Smart Link Contact Centers.

The company is deploying contact centre solutions from Avaya to meet growing demand from public-sector organisations to engage more effectively with citizens, as the kingdom launches a range of initiatives in alignment with Vision 2030, it said.

As a subsidiary of Al-Khaleej Training and Education, the largest network of training centres in the country, Smart Link employees are some of the best qualified customer service representatives in the kingdom, and the new roles will enhance skills development for citizens, it said.

Eng Safwan Al Khatib, senior vice president of Al Khaleej Group and managing director of Smart Link, said: “At our company, we aim to support the vision of the government by providing the latest communication solutions to connect government and private organisations to their customers.”

As the largest business process outsourcing centre in the Middle East, we are committed to the recruitment and training of Saudi females, remarked Al Khatib. "More than 70 per cent of our workforce today are women," he stated.

“This offering is elevated by building strategic alliances with leading companies in this industry. Leveraging our strategic partnership with Avaya, we have further expanded to meet the growing communication needs of our government customers, raising the citizen experience in Saudi Arabia to new heights,” he added.

Nidal Abou-Ltaif, president, Avaya International, said: “We take pride in this partnership with Smart Link, making sure that our joint efforts have an impact on the customer experience level in the kingdom and delivering training and employment opportunities to the youth.”

“Smart Link has a unique competitive advantage with Al Khaleej Training and Education, which supports them in contributing significantly to Vision 2030. With the hiring of women in the workforce, the company is committed to training and developing the kingdom’s talent,” he added.-TradeArabia News Service