Averda Invests in New IT Programs to Enhance Customer Service

Averda Invests in New IT Programs to Enhance Customer Service


UBAI, United Arab Emirates – December 17, 2014 – Interactive Intelligence’s centre software solution to streamline averda customer service hotline operations

Dubai – averda, the largest and one of the fastest growing waste management companies in the Middle East and Africa, has invested in new IT solutions to improve efficiency and enhance customer service. The UAE headquartered company successfully deployed Interactive Intelligence’s all-in-one Customer Interaction Center TM (CIC) software solution to support its 800-AVERDA customer service hotline.


Our objective has always been to provide a seamless customer service experience to averda customers,” said Fabio Di Capua, IT Director, Averda.

“In order to address our functional, reporting and user interface business requirements, we were in need of a robust call centre solution that would be flexible, scalable, globally accepted and cost effective, and having evaluated several solutions, we’ve chosen Interactive Intelligence’s solutions as it will allow us to continue to provide customers with the highest level of services.”

The contact centre’s operations are based in Dubai and support the UAE, Qatar and Oman with plans to extend the service to Saudi Arabia in the next few months. The new system provides rich functionality in the form of multi-channel communications, has streamlined the customer request handling process, and enhanced monitoring and reporting which has ultimately boosted averda’s customer service.

“The decision to upgrade our systems came as part of our commitment to customer satisfaction” said Mazen Barazi, Business Applications Senior Manager – IT, averda. “By investing in the Interactive Intelligence solution, we’ve managed to streamline operations and increase efficiency. We’re very satisfied with the results and hope to continue improving our systems to ensure continued customer satisfaction.”

Once Interactive Intelligence was selected as the vendor of choice, the software installation was completed by local partner EMW in just twelve days. Training was also provided to the team of averda employees responsible from the contact centre.

The contact centre system handles an average of 270 inbound and 50 outbound calls per day, which includes customer service requests like changing frequency of an averda service or adding/ discontinuing a service; calls from potential customers expressing interest in a service and complaint resolution.

The Interactive Intelligence solution integrates with averda’s Salesforce CRM platform and provides dynamic as well as historic reporting aiding the decision making process and customer experience.


About EMW

EMWme, a privately held company established in the region since 2003. The company has been awarded Best System Integrator each year for the past seven years. We are recognized in the region as the Smart Mobility Experts, partner to global vendors with the objective of providing premier customer-oriented Information and Communications Technology products and services. Our Mission is to help Enterprises meet their business objectives in line with industry standards. For additional information, please visit www.emw-me.com or email us on sales@emw-me.com.

About Averda

Averda International is the largest environmental solutions provider in the MENA region, specializing in integrated resources management. averda is at the forefront of innovation in the regional market, providing sustainable solutions and more than 35 years of experience in the effective management of waste for both private and public sector clients across pedestrian, residential, commercial and industrial areas.

Averda’s extensive portfolio of services ranges from street cleaning through to waste collection, treatment, disposal and recycling. The company’s capabilities also include the development of solutions for water, wastewater and solid waste of public, residential, commercial, and industrial sectors, all within a sustainable framework that respects the natural environment. averda also designs and implements full-scale solutions to recover valuable and recyclable resources like paper, metals, and water.

With more than 10,000 employees serving millions of people every day, averda operates in full compliance with international standards for quality control throughout Lebanon, Saudi Arabia, the United Arab Emirates, Oman, Qatar, the Republic of Ireland, Morocco, Angola and Jordan. averda is supported by GrowthGate Capital Corporation since 2008.

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