Chocolateness, a Kuwaiti company specializing in desserts, is partnering with Viacomms Telecom to transform its customer experience with communications solutions from Avaya, a global leader in business communications software, systems and services.
In 2007, five entrepreneurs with a molten chocolate cake recipe and a dream set up Chocolateness; today the company has six restaurants in strategic locations in Kuwait, with revenue growth of more than 75% in the last two years. With this fast-growing customer base, Chocolateness wanted to deliver a seamless customer experience that integrated phone, SMS, chat and other media channels to allow better engagement. With Kuwaiti consumers being increasingly tech-savvy, Chocolateness wanted to digitally transform the customer journey to elevate customer satisfaction and create greater loyalty.
With Viacomms Telecom, Chocolateness has implemented a new contact center system, based on Avaya Contact Center Select, that enhances the customer experience. The solution delivers a unified agent desktop providing a single platform for omni-channel communication, while skills-based routing enables customers to be directed to the most qualified agent based on their choice. The solution gives the contact center supervisor complete visibility over agent interactions and customer feedback. The live chat feature provides a simple way to connect with customers, with faster response times and lower waiting times, while increasing agents’ efficiency. The contact center solution supports inbound and outbound SMS functionality, allowing order confirmation via SMS.
With enterprises of all sizes across the Middle East facing unprecedented challenges to evolve digitally as mobility, Big Data, social, cloud and the Internet of Things change customer expectations, Avaya solutions enable businesses to deliver a complete omni-channel experience that harnesses online, mobile and analytics solutions to provide seamless interaction across a range of touchpoints.
Abdullateef Al Humaidi, General Manager & Co-Founder, Chocolateness
“For us, Chocolateness is more than a business it is a concept of all that is good in life. That means ensuring that we deliver the best possible customer service and by partnering with Viacomms Telecom and Avaya we can communicate more effectively with our customers and address head-on the challenges we face as a fast-growing business. Our business has shown dramatic improvement as our customers are much happier at how they can reach us.”
Rochelle Bolst, Director Business Development & Marketing, Viacomms Telecom
“The Midsized business segment is widely recognised as a key contributor to economic growth and development in the region and Avaya offers solutions designed to cater to their specific business needs. The contact center provides for powerful, blended multichannel capabilities, with the simplicity and value a midsize business needs. The way businesses communicate with customers and vice versa has improved remarkably in less than a decade, thus creating new trends in the market place where everybody prefers to interact as well as be reached without a hitch. Viacomms in collaboration with Avaya aims at providing flawless customer experience across diverse methods of communication as a result making it simpler for business to serve their customers better”.
Fadi Hani, Managing Director, Avaya Northern Gulf region
“Businesses of all sizes today need to be able to meet customers’ higher expectations and deliver the right customer experience. Adopting digital transformation strategies can help drive the success of entrepreneurial ventures and help them make their mark in their chosen sector. Avaya’s client-tailored and outcomes-focused solutions and services elevate businesses of every scale and accelerate growth through their digital journeys.”
Avaya (avaya.com) is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.