Contact Center Enhancement – Averda



verda, the largest and the fastest growing waste management company in the Middle East and Africa needed to minimise operational complexities, improve efficiency and enhance customer service took a strategic decision to invest in IT. The UAE headquartered company contracted EMWme to successfully deploy Interactive Intelligence’s all-in-one Customer Interaction Centre TM (CIC) software solution to support its 800-AVERDA customer service hotline


n order to address our functional, reporting and user interface business requirements, we were in need of a robust call center solution which had to be flexible, scalable, globally accepted and cost effective. Having evaluated several solutions and conducting POC’s, we chose to go for Interactive Intelligence contact centre system and EMWme. Our primary objective has always been to provide a seamless customer service experience to averda customers as that’s the first point of contact,said Fabio Di Capua, IT Director, Averda.

The Averda contact center operations are based in Dubai and support UAE, Qatar and Oman clients. The road map is to extend the service to Saudi Arabia shortly. 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 and agent’s productivity. “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.”

As on date, they have 10 agents and 2 supervisors to handle the operations. The software installation and end to end implementation was completed by ININ’s local gold partner EMWme in just twelve days. Excellent training modules were designed to train Averda employees responsible to handle the operations. Currently, around 500+ inbound and outbound calls per day are managed via this application, 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 unique functionality in this deployment was ININ’s solution integrated with CRM platform on the cloud. This feature provides dynamic as well as historic reporting aiding the decision making process and customer experience.

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