Talabat.com Delivers Superior Customer Experience with Avaya and METCO

Region’s leading online food delivery portal deploys Avaya’s omni-channel contact center solutions to support growth and enhance efficiency

Talabat.com, the leading online food ordering portal in the Middle East, in collaboration with Middle East Telecommunications Company (METCO), the leading ICT Integrator in the MEA, has deployed 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 efficiency. 

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 demand 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 interactions, 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. 

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Chasan Mochament, Talabat.com Chief Operations Officer, said: “Avaya and METCO have been on board with us since the inception of this project as trusted partners, and from the beginning they worked closely with us to understand our business and technology needs. We required a scalable solution that would unify our operations across all six GCC countries, deliver a streamlined service that would meet customers’ enhanced expectations, and cement our position as the region’s leading online food ordering and delivery portal. I am delighted to say that we have achieved all of these goals, while boosting operational efficiency.” 

Mohammed Areff, Vice President, Middle East, Africa and Turkey, Avaya, said: “Businesses of all sizes need to evolve digitally and deliver the seamless customer experience today’s tech-savvy consumers require. Businesses like Talabat.com compete on the quality of their digital customer service, and Avaya is proud to have played a key role in helping Talabat.com deliver on its customer promise and provide the perfect digital experience.”