dnata selects Avaya to drive digital transformation in customer experience
Posted: 17 October 2016 | International Airport Review | No comments yet
Avaya to provide cloud services for dnata in a five-year, multimillion-dollar agreement…
dnata, one of the world’s largest air services providers and a member of Emirates Group, announced today it has selected Avaya as a strategic technology partner to power its customer service digital transformation strategy. In the UK, dnata is the parent company of prestigious travel brands including Travel Republic and Hogg Robinson.
Avaya Private Cloud Services (APCS) will deliver a complete customer experience transformation solution that will create a seamless, personalised experience for dnata customers and partners and across every communication platform in the customer journey.
The five-year, multi-million dollar agreement will see Avaya provide dnata, with a cloud-based contact centre, collaboration, networking and video conferencing solution. With operations covering six continents, dnata aims to unify its travel brands around the world, along with its other services, helping to deliver personalised experiences to its customers, achieve consistency and increased satisfaction across all touch points while reducing service delivery costs.
Providing handling services to eighteen UK airports and one of the largest handlers at London’s Heathrow Airport, dnata manages over 400,000 tonnes of cargo in the UK every year.
Paul Gale, Vice President Global Contact Centres – dnata
“We have embarked on a digital transformation journey that will enable us to confidently deliver on our growth strategy while building a superior customer experience. One of the main challenges of being a global business with multiple brands and services, is delivering a consistent and yet extremely personalised experience.
Our project with Avaya will enable us to have the platform we require to quickly achieve the two, while expanding our portfolio of businesses and services. The team at Avaya were exceptional in building a solution that delivers on our business objectives today and in the future.”
While most businesses today support multi-channel customer service, they typically manage individual interactions channels in silos, resulting in a fragmented customer experience.
dnata is leading the transformation of the travel experience industry globally. By moving to an Avaya-delivered and managed cloud customer experience solution, dnata and its travel businesses will not only achieve a substantial competitive advantage it will also deliver a higher benchmark for travel to compare with, not only for its customers, but also for its agents worldwide.
Nidal Abou-Ltaif, President, Avaya International
“Avaya is proud to have been selected by dnata as provider of choice for this global customer experience platform. By working closely with dnata, we will be able to support them in their objective of delivering a world-class customer experience. This is the perfect demonstration of the strength of our cloud services offerings and how we can help enterprises achieve their digital transformation goals. We look forward to strengthening this partnership with dnata over the next five years and moving forward with them to deliver the business outcomes they are looking for.”
dnata is leading the transformation of the travel experience industry globally, with an aggressive growth strategy that has driven revenue above $10 billion. Having acquired ten travel and leisure brands in the last 5 years and operating over 13 global contact centres across 15 countries and in ten languages, dnata Travel is driving growth by unifying its customers’ journey, while ensuring that its travel and leisure brands are presented consistently across the globe, and its customers receive the same world-class service through any communication channel, anytime, anywhere.
Globally, dnata operates in 83 countries across six continents and is one of the world’s largest air services providers offering ground handling, cargo, travel, and flight catering. Established in 1959, dnata ensures the aviation industry operates smoothly and efficiently in 131 airports across the Middle East, Europe, Asia Pacific, Africa as well as North and South America.
Avaya is a recognised innovator leading business communications for the digital age. Avaya Solutions bring people together with the right information at the right time in the right context, helping to enable a higher level of engagement among customers, teams, employees and partners to improve efficiency and quickly address critical business challenges.
Avaya Private Cloud Services (APCS) enable companies to create simple, dynamic environments that allow them to roll out new applications and services faster, support new devices, improve application uptime, and gain significantly reduced total cost of ownership (TCO) and better return on investment (ROI).