Cupola Teleservices, the Middle East’s pioneer in outsourced contact center services, has launched the region’s first AI-powered enterprise learning platform, powered by Avaya technology.
The platform provides advanced enterprise learning and training capabilities that are customized and personalized to the needs of Cupola’s growing pool of customer service agents, allowing the company to build a strong talent pipeline and keep up with the ever-changing demands of its customers.
“Thanks to the progressive strategies to grow and diversify the region’s economies, coupled with nationalization drives, the business outsourcing industry is seeing a considerable increase in demand for customer experience services as well as national customer service agents. For us as a major source of employment opportunities, our goal is to not only exceed nationalization quotas, but also, train and upskill our team in the fastest way to ensure we are ahead of the demand curve,” said Sajjad Hamid, Chief Commercial Officer at Cupola.
“For this, we partnered with Avaya to custom-build an intelligent enterprise learning platform that allows us to not only stay ahead of the demand curve, but also maintain and grow our excellence in delivering superior customer experience to our clients.”
The market for business process outsourcing in the Middle East is expanding rapidly. According to Data Bridge Market Research, the market will grow at a compound annual growth rate of 6.9 percent from 2022 to 2029, and it is expected to be worth more than $20 billion by 2029.
Cupola is capitalizing on this expansion as a UAE-based brand that offers high-quality customer experience services relevant to the region. It has also prioritized achieving expertise in quality standards such as the Global Star Rating System and the Dubai Model for Government Services.
“Ultimately, we’re in the business of people, technology and expertise – our clients look to us to ensure that their own customers are being given the experiences they expect. This can only be achieved when we have the right people, with the right expertise, available. That’s where the learning experience platform comes in – it’s enabled us, very quickly, to seamlessly onboard, upskill and train our agents on the core competencies they need to deliver great experiences,” said Hamid.
Cupola can use the platform to quickly onboard customer service agents and equip them with the knowledge they need to provide exceptional customer experiences. It also allows agents to continually upskill themselves on their own time, increasing job satisfaction and career advancement.
Cupola’s agents now have access to both offline and online courses via a single dashboard, eliminating the need to schedule appointments or adhere to a learning and training timeline. New employees use the platform to onboard and familiarize themselves with the core policies and values of the companies they work for.
“Many of our customers in the region outsource their customer experience to BPOs like Cupola. Specifically, the government sector sees great value and efficiencies in delivering citizen experiences through this model. It is our role to ensure that both sides have the right technology to deliver those unique outcomes. We have seen Cupola ‘s business growing over the past few years and we are delighted to continue this partnership as the needs of the group and of its customers evolve,” said Yaser Alzubaidi, Vice President – Specialists Organization, Avaya International.
