{"id":29006,"date":"2021-10-24T14:23:35","date_gmt":"2021-10-24T11:23:35","guid":{"rendered":"https:\/\/saudishopper.com.sa\/en\/?p=29006"},"modified":"2026-03-27T23:33:28","modified_gmt":"2026-03-27T20:33:28","slug":"omantel-infoline-to-deliver-effortless-experiences-across-entire-customer-journey-with-avaya-onecloud-ccaas","status":"publish","type":"post","link":"https:\/\/saudishopper.com.sa\/en\/omantel-infoline-to-deliver-effortless-experiences-across-entire-customer-journey-with-avaya-onecloud-ccaas\/","title":{"rendered":"Omantel &#038; Infoline To Deliver Effortless Experiences Across Entire Customer Journey with Avaya OneCloud CCaaS"},"content":{"rendered":"\n<p class=\"has-text-align-center wp-block-paragraph\">Infoline To Advance Customer Experiences Across Oman With Avaya OneCloud CCaaS<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Dubai, United Arab Emirates \u2013 October 24, 2021<\/strong>&nbsp;\u2013 Avaya (NYSE: AVYA) today announced a new partnership with Infoline, Omantel ICT\u2019s business process outsourcing leader, that will see Infoline significantly advance customer experience across the Sultanate as it adopts Avaya (NYSE: AVYA) OneCloud<sup>TM<\/sup>&nbsp;Contact Center as a Service.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">One of the first deployments of its kind in the region, the Avaya solution will enable Infoline, a subsidiary of the Omani telecom \u201cOmantel\u201d, to seamlessly meet the demands of a regional market set to grow by 6.9% annually to 2028, when it will be worth almost $20 billion<a href=\"\/\/ABA26AF3-FE1F-474D-B44E-CC261CBC4315#_ftn1\" target=\"_blank\" rel=\"noreferrer noopener\"><sup>[1]<\/sup><\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">That growing market will serve increasingly discerning end customers on behalf of a variety of clients, and Omantel\/Infoline will be better placed to address their needs with Avaya OneCloud CCaaS. The new technology will deliver effortless experiences across the entire customer journey \u2013 whether they\u2019re interacting via voice, web, chat, or email. And it will also enable end customers to be intelligently matched with the best agents to serve their needs.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cAt Infoline, we are keeping pace with changing expectations by committing to a digital-ready customer experience, and through our partnership with Avaya, we are enabling our joint clients with the same capabilities. Avaya OneCloud CCaaS will further empower our clients with the advanced solutions needed to address fast-moving customer demands, and help them move forward with the e-Oman vision and strategy,\u201d said Aladdin Abdullah Baitfadhil, Chairman of the Board of Directors of Infoline and VP of Consumer Business Unit at Omantel.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2021\/10\/ISK04225_ssict_1200_800.webp\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2021\/10\/ISK04225_ssict_1200_800-1024x683.webp\" alt=\"ISK04225_ssict_1200_800\" class=\"wp-image-29007\" srcset=\"https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2021\/10\/ISK04225_ssict_1200_800-1024x683.webp 1024w, https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2021\/10\/ISK04225_ssict_1200_800-300x200.webp 300w, https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2021\/10\/ISK04225_ssict_1200_800-768x512.webp 768w, https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2021\/10\/ISK04225_ssict_1200_800-1080x720.webp 1080w, https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2021\/10\/ISK04225_ssict_1200_800.webp 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cOur priority is, and always has been, on enriching the experience of our clients\u2019 customers, and the technology that we choose is always based on that guiding principle. With Avaya OneCloud CCaaS, we will be able to deliver meaningful experiences for end customers regardless of their chosen interaction method, while also empowering our own agents to drive increased customer loyalty on behalf of our clients,\u201d said Mohammed bin Hamad al Maskari, Chief Executive Officer of Infoline.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Indeed, the cloud-based solution will help Omantel &amp; Infoline to create personalized agent experiences with custom workspaces that bring customer insights from different applications into a single pane of glass. This will help agents stay ahead of every customer interaction by predicting needs and proactively engaging with customers.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nidal Abou-Ltaif, President, Avaya International, added: \u201cImproving the quality of experiences through both the customer and employee journey is today among the most important differentiators and creators of brand affinity. This is a fact that the leadership of Infoline and Omantel know extremely well, as the two companies are rightly celebrated for advancing customer experience across the Sultanate. We are proud to be contributing to that effort as we empower them with Avaya OneCloud CCaaS.\u201d<\/p>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"\/\/ABA26AF3-FE1F-474D-B44E-CC261CBC4315#_ftnref1\" target=\"_blank\" rel=\"noreferrer noopener\"><sup>[1]<\/sup><\/a>\u00a0Data Bridge Market Research:\u00a0<a href=\"https:\/\/www.databridgemarketresearch.com\/reports\/middle-east-and-africa-business-process-outsourcing-market#:~:text=The%20business%20process%20outsourcing%20(BPO,USD%2019%2C285.78%20million%20by%202028.\" target=\"_blank\" rel=\"noreferrer noopener\">Middle East and Africa Business Process Outsourcing (BPO) Market \u2013 Industry Trends and Forecast to 2028<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Infoline To Advance Customer Experiences Across Oman With Avaya OneCloud CCaaS Dubai, United Arab Emirates \u2013 October 24, 2021&nbsp;\u2013 Avaya (NYSE: AVYA) today announced a new partnership with Infoline, Omantel ICT\u2019s business process outsourcing leader, that will see Infoline significantly advance customer experience across the Sultanate as it adopts Avaya (NYSE: AVYA) OneCloudTM&nbsp;Contact Center as [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":29008,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_meta-robots-noindex":"1","_et_pb_use_builder":"off","_et_pb_old_content":"","_et_gb_content_width":"","_pr_autopilot_social_copy":"","_yoast_wpseo_opengraph_title":"","_yoast_wpseo_opengraph_description":"","_yoast_wpseo_opengraph_image":"","_yoast_wpseo_opengraph_image_id":0,"_yoast_wpseo_twitter_title":"","_yoast_wpseo_twitter_description":"","_yoast_wpseo_twitter_image":"","_yoast_wpseo_twitter_image_id":0,"_yoast_wpseo_primary_category":22,"_extra_hide_author_box":"","_extra_featured_post":"","_partner_post_id":0,"footnotes":""},"categories":[22],"tags":[],"class_list":["post-29006","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-telecom","et-has-post-format-content","et_post_format-et-post-format-standard"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Avaya OneCloud CCaaS - Omantel &amp; 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