UAE-headquartered Cupola Teleservices has partnered with Avaya to leverage an AI-powered enterprise learning platform to enhance customer experiences in the region.
According to Cupola, the platform delivers advanced enterprise learning and training capabilities customised and personalised to the needs of its growing pool of customer service agents, enabling them to build a strong talent pipeline and keep pace with its customers’ ever-evolving demands.
“We partnered with Avaya to custom-build an intelligent enterprise learning platform that allows us to not only stay ahead of the demand curve, but also maintain and grow our excellence in delivering superior customer experience to our clients,” said Sajjad Hamid, Chief Commercial Officer, Cupola.
The Middle East’s business process outsourcing market is growing healthily. Data Bridge Market Research believes that the market will post a compound annual growth rate of 6.9 percent between 2022 to 2029, and is expected to be worth over $20 billion by 2029.
“Ultimately, we’re in the business of people, technology and expertise – our clients look to us to ensure that their own customers are being given the experiences they expect. This can only be achieved when we have the right people, with the right expertise, available. That’s where the learning experience platform comes in – it’s enabled us, very quickly, to seamlessly onboard, upskill and train our agents on the core competencies they need to deliver great experiences,” said Hamid.
With the platform, Cupola is able to quickly onboard customer service agents and empower them with the knowledge they need to deliver outstanding customer experiences. It also enables agents to continuously upskill themselves, on their own time, enhancing job satisfaction and career progression.
Cupola’s agents now have access to offline and online courses through a single dashboard, eliminating the need to schedule appointments or align with a timeline for learning and training. And new joiners use the platform to onboard and acquaint themselves with the core policies and values of the company’s they’re serving.
“Many of our customers in the region outsource their customer experience to BPOs like Cupola. Specifically, the government sector sees great value and efficiencies in delivering citizen experiences through this model. It is our role to ensure that both sides have the right technology to deliver those unique outcomes. We have seen Cupola ‘s business growing over the past few years and we are delighted to continue this partnership as the needs of the group and of its customers evolve,” said Yaser Alzubaidi, Vice President – Specialists Organisation, Avaya International.
In October 2021, Avaya and its partner, Toolwire, launched the Spaces Learning enterprise platform, with the promise of helping private and public organisations in their nationalisation efforts.
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