Avaya, a global leader in business communications applications, is showcasing contact centre solutions that leverage social media at an ongoing event in Dubai.

The Middle East Contact Centre (MECC) exhibition, which opened yesterday (May 12) at Dubai International Convention and Exhibition Centre, is ending today.

“Avaya has been a part of the MECC for five years,” said Roger El Tawil, managing director, for Avaya Gulf and Pakistan.

“The exhibition has always acted as a platform for us to showcase newer contact centre technologies for companies in the region. Avaya’s focus this year is on demonstrating some of our new contact centre technology and leveraging social media through contact centres,” he added.

“For companies operating contact centres, social media success hinges on understanding the role and capabilities of the many tools available. Companies need to decide what they want to accomplish using social media and then set a strategy that brings focus to social efforts and effectively integrates them into centre operations,” El Tawil continued.

“Companies that operate contact centres have a particular need to sort out the social media options, select the right ones and integrate them into their operations. Deploying the social media platforms that are revolutionizing communication and interaction can be a game-changing opportunity to expand contact centre reach and performance.”

Avaya will also highlight its intelligent customer routing system, a solution which improves customer service and acts as the bridge between the past and the future records while addressing key management and IT needs.

It provides a more flexible, adaptable architecture, allowing reuse of key contact centre infrastructure, applications, configurations, and assets, and reducing application integration and infrastructure ownership costs, said a statement. – TradeArabia News Service