On the 14th of December, Avaya announced that its OneCloud solution has been a major player in the DHL Supply Chain, the world’s leading contract logistics provider, accelerated business expansion to meet a boom in demand for its services. “As many businesses found during the pandemic, the last 18 months were characterized by a huge spike in demand for high-quality customer experience services. Between 2019 and today, alongside the rollout of Avaya OneCloud, our number of concurrent agents has increased 300 percent,” said Jerome Gillet, CEO, Singapore Cluster, DHL Supply Chain. “Retention in the contact center industry has been a challenge for several years. With the support of a comprehensive, cloud-based collaboration tool, and an AI-powered contact center, our retention rate has significantly increased to become the best-in-class in the industry.”
“DHL Supply Chain is oiling the wheels of businesses during an essential time, allowing it to meet demands that have only accelerated during and after the pandemic,” said Stephen Spears, Avaya Chief Revenue Officer. “Cloud-based customer service capabilities, automation and knowledge management are combining to deliver these offerings at a much quicker rate while supporting those charged with providing the service.”