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July 09, 2009

AVAYA News - Avaya Contact Center Solution Aids Insurance Company in Saudi Arabia

By Shamila Janakiraman, TMCnet Contributor

Najm Insurance Service Co. has selected unified communications provider Avaya for its contact center solution to help manage the increase in volume of calls from drivers involved in road accidents. Najm has been authorized by the General Traffic Department in Saudi Arabia for dealing with road accidents.

The company determines the people who are is responsible for road accidents and removes vehicles from roads to allow traffic to flow smoothly. In addition to its duties, the company also contacts insurance companies and help drivers who posses a valid motor insurance. Traffic agents from the company move around the city in special vehicles and respond to road accidents appropriately. They also help owners of vehicles if the vehicles are insured.
Avaya (News - Alert) has deployed a robust communications infrastructure for Najm’s six branches across the kingdom for facilitating a hassle-free flow of relevant information between the branches and Najm’s contact center. The Avaya solution can route calls and report accidents directly to the traffic agents who are closest to the scene of the accident for hastening the response.
The new system eliminates the need for traffic agents to go from the Najm branches to the accident site which may take longer. The Avaya intelligent communication solution reduces costs associated with travel and enhances availability and reduces the response time of Najm’s 170 traffic agents.
Avaya said that its deployment strategy tried to make maximum use of Najm’s existing applications and contact options. Najm can now provide reliable, responsive and around the clock service to customers. These factors are most important requisites for attending to road accident victims. Najm plans to expand the Avaya solution to encompass all its 30 branches.
“Avaya’s contact center solutions ensures that our agents are always available with the minimal waiting time for callers, thereby ensuring that customer experience is seamless and efficient at all times,” said Musad A. Aldaood, chief executive officer for Najm Insurance Services, in a statement.
The Avaya solution was implemented by its local partner ASACO which will continue to lend support to Najm Insurance Company. Avaya was also involved during the various phases of product integration and management of the installation process so as to ensure optimum quality and zero delay during the implementation.
Several other industries in the region also depend on Avaya’s contact center solutions including Saudi Airlines, the Arab National Bank, BUPA Middle East and Saudi Telecom (News - Alert) Company. The company’s solutions support the need for a full-scale customer service operation. 

Avaya recently made news when the company’s announced its Voice Portal, an ‘open standards’ based platform for automating inbound and outbound voice and video customer care, received a “Strong Positive” rating from Gartner as part of its recent “MarketScope for Interactive Voice Response Systems and Enterprise Voice Portals, 2009.”

Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.

Edited by Amy Tierney

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