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Wed 8 Jul 2009 02:24 PM

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Najm chooses Avaya for contact centres

Najm Insurance Company has chosen Avaya to outfit its new contact centres

Saudi Arabia-based Najm Insurance Company has chosen Avaya to provide communications infrastructure for six contact centres in the Kingdom.

Demand for the new contact centres is being driven by Najm’s agreement with the General Traffic Department in Saudi Arabia, which authorises the insurance company to deal with road accidents. This allows Najm to determine responsibility for the accident and remove vehicles from the roads, as well as compiling damage assessments in order to facilitate traffic.

The new solution routes calls reporting incidents directly to the traffic agents closest to the scene of the accident, enabling a fast response time. This has removed the need for traffic agents from various Najm branches to travel to the site and has increased the response time of Najm’s 170 traffic agents, according to a statement released by Avaya.

“Ayava’s contact centre 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, CEO of Najm Insurance Services.

Implementation of the infrastructure was handled by ASACO, a local Avaya partner, who will also be providing support to Najm.

“The technical expertise and track record of successful implementation were impressive. Avaya and their partner ASACO understood the important aspects to the proper functioning of a busy contact center such as ours, and put forward the defined solutions,” added Aldaood.

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