Talabat.com, the prominent online food ordering portal in the Middle East, in association with Middle East Telecommunications Company (METCO), the leading ICT Integrator in the MEA, has positioned Contact Center Select solutions from Avaya to deliver an unmatched digital customer experience and support business growth. The Avaya solutions are helping Talabat.com to increase customer lifetime value and revenue, while also enhancing agent effectiveness.

Founded in 2004, Talabat.com operates across all six countries in the GCC. With more than 2,700 restaurants on its platform, Talabat.com needed a solution that could provide seamless customer engagement across different channels, including phone, website, and mobile app, helping to increase customer loyalty. With no physical outlets, Talabat.com also needed to be able to meet spikes in customer request in busy periods, such as weekends and holidays.

Avaya and METCO delivered a full turnkey project including supply, installation, testing, acceptance, and support services. With the improved customer engagement capabilities provided by Avaya Contact Center Select, Talabat.com offers its customers omni-channel communication. The portal helps Talabat.com anticipate, automate and accelerate customer communications, providing them with a more positive experience that helps increase customer lifetime value and revenue. The solution quickly scales to meet growing customer loads while customers can be directed to the agent most appropriate for their needs, allowing resources to be used more efficiently.