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Raya Contact Center enables its workforce to work remotely

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In an effort to combat spread of the novel coronavirus, and as organizations across the Middle East and North Africa (MENA) follow the social distancing recommendations of government and healthcare authorities, Raya Contact Center announced that it has successfully enabled its entire contact center workforce to work remotely. As the company’s contact center is built on Avaya Holdings Corp. solutions, Avaya played a critical role in ensuring a seamless transition that resulted in no cost implications for Raya Contact Center.

“As the BPO services provider to clients that include highly reputed regional and international businesses, it is imperative that we keep operations on track, while prioritizing the safety and well-being of our staff,” said Yasser M. Sharaf, IT Director at Raya Contact Center. “Avaya has been extremely proactive in anticipating our business continuity requirements and implementing a solution without us having to incur any additional costs. This has given us the ability to utilize our existing investments to seamlessly transition our workforce to a remote working arrangement.”

This is in line with Avaya’s ongoing efforts to ensure business continuity for its customers during the COVID-19 pandemic. In addition to already offering its cloud-based collaboration app, Avaya Spaces, free of cost to all educational institutions and non-profit organizations globally, the company has announced that its clients can request a 90-day complimentary access license to convert their existing office-based contact center agents to remote workers. Furthermore, at the end of the 90-day complimentary period, users have the option to convert those licenses to a monthly subscription, to offer more agility and improve availability of services.

Avaya has also announced the launch of global COVID-19 technical hotlines for customers and partners who are looking for 24-7 support and guidance to help transition to remote workforce deployment models.

“Avaya, with software deployed to support over 5 million contact center agents, has moved rapidly to enable more than 150,000 remote agents as our customers address the challenges of COVID-19,” said Jim Chirico, Avaya President and CEO. “We continue to actively engage with organizations worldwide to help them transition their operations to a flexible, remote model, enabling agents to stay productive and provide customers the experience they have come to expect. Millions of users around the world depend on our unified communications, collaboration and contact center products, so we continue to look for ways we can step up and help.”


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