The leading regional BPO Cupola Teleservices joins forces with Avaya to deliver uninterrupted contact centre services to its customers while ensuring the health and well-being of employees now working remote.

The company’s technology upgrade secures that services provided to customers in critical sectors such as government, financial services, transportation and logistics, and educations will be carried out smoothly.

In accordance with the government measures to reduce the spread of the virus, Cupola transitioned all their contact center staff to work from home by utilising Avaya’s communication solutions.

Cupola has been able to surpass service level objectives despite higher call volumes as contact centre agents continue to have access to voice, email, chat, CRMs, call recording etc.

Group Head of Sales & Marketing at Cupola, Sajjad Hamid said: “Because of social distancing, restrictions on movement, and general concerns in these challenging times, consumers are increasingly dependent on digital and telephonic support channels to get answers to their pressing queries. ”

“At this time when our outsourcing services are more vital than ever, we at Cupola want to assure our customers that we have made the necessary investments to safeguard the continuity of their services. We are also here to enable organisations that are struggling with the impact of the outbreak to offload their customer service workloads to us.”

Fadi Hani, Vice President of Avaya – Middle East, Africa & Turkey, added: “The importance of business continuity for organisations like Cupola to our wider society cannot be understated. With its wide range of impressive clients, the smooth delivery of Cupola’s services helps ensure that consumers are able to access the right information when they need it – essential at a time of reduced travel. We thank Cupola for their continued trust in our technologies, and stand ready to help however we can.”

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