Avaya helps Chocolateness transform customer experience


Chocolateness, a Kuwaiti company specializing in desserts, is partnering with Viacomms Telecom to transform its customer experience with communications solutions from Avaya.

With Viacomms Telecom, Chocolateness has implemented a new contact center system, based on Avaya Contact Center Select.

The solution delivers a unified agent desktop providing a single platform for omni-channel communication, while skills-based routing enables customers to be directed to the most qualified agent based on their choice.

The solution gives the contact center supervisor visibility over agent interactions and customer feedback.

The live chat feature provides a simple way to connect with customers, with faster response times and lower waiting times, while increasing agents’ efficiency. The contact center solution supports inbound and outbound SMS functionality, allowing order confirmation via SMS.

“Ensuring that we deliver the best possible customer service and by partnering with Viacomms Telecom and Avaya we can communicate more effectively with our customers and address head-on the challenges we face as a fast-growing business,” said Abdullateef Al Humaidi, General Manager & Co-Founder, Chocolateness.

“Our business has shown dramatic improvement as our customers are much happier at how they can reach us,” he asserted.

Arya MM

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