Talabat.com Delivers Superior Customer Experience with Avaya and METCO


28 September 2016

 

Talabat.com, the leading online food delivery portal in the Middle East, in collaboration with Middle East Telecommunications Company (METCO) the leading ICT Integrator in the MEA, has deployed Contact Center Select solutions from Avaya to deliver an unmatched digital customer experience and support business growth. The Avaya solutions are helping Talabat.com to increase customer lifetime value and revenue, while also enhancing agent efficiency.

Founded in 2004, Talabat.com operates across all six countries in the GCC. With more than 2700+ restaurants on its platform, Talabat.com needed a solution that could provide seamless customer engagement across different channels, including phone, website, and mobile app, helping to increase customer loyalty. With no physical outlets, Talabat.com also needed to be able to meet spikes in customer demand in busy periods, such as weekends and holidays.

Avaya and METCO have delivered a full turnkey project including supply, installation, testing, acceptance, and support services. With the improved customer engagement capabilities provided by Avaya Contact Center Select, Talabat.com can provide its customers with omni-channel communication. The portal is able to anticipate, automate and accelerate customer interactions, providing them with a more positive experience and helping to increase customer lifetime value and revenue. The solution can quickly scale to meet growing customer loads, and customers can be directed to the agent most appropriate for their needs, meaning resources are used more efficiently.