DHL Supply Chain Chooses Avaya OneCloud for Better Contact Center Services

Improving customer service has been a high priority across all areas of businesses. That need turned up dramatically over the course of the pandemic, as companies fought to deliver consistent, high-quality services for their customers.

DHL Supply Chain, a contract logistics provider said ithe company is meeting this need by expanding its business, and investing in agent retention efforts to ensure customers are supported at all times.

Partnering with Avaya (News - Alert) for its OneCloud solutions, Singapore-based DHL Contact Center Services said the company has been able to meet customer demands using an AI-Powered contact center, and has even seen a double-digit increase in agent retention rates.

“DHL Supply Chain is oiling the wheels of businesses during an essential time, allowing it to meet demands that have only accelerated during and after the pandemic,” said Stephen Spears, Avaya Chief Revenue Officer. “Cloud-based customer service capabilities, automation and knowledge management are combining to deliver these offerings at a much quicker rate while supporting those charged with providing the service.”

Cloud communications solutions from Avaya coupled with its multi-cloud application ecosystem make it possible to deliver personalized, intelligent, and effortless customer and employee experiences.

Ever since the pandemic began, when the need for agents to connect from anywhere became critical, Avaya has been providing solutions that make it easy to connect, and gain access to the tools they need to provide top-quality care for customers.

“As many businesses found during the pandemic, the last 18 months were characterized by a huge spike in demand for high-quality customer experience services. Between 2019 and today, alongside the rollout of Avaya OneCloud, our number of concurrent agents has increased 300 percent,” said Jerome Gillet, CEO, Singapore Cluster, DHL Supply Chain.

“The security and scalability of the product mean we can replicate this customer service environment in other markets, enabling contact center agents to log in from anywhere, at any time, and gain access to the communication and collaboration capabilities,” Gillet added.

Edited by Luke Bellos