Kuwaits Chocolateness Transforms Customer Experience with Avaya

Chocolateness, a Kuwaiti company specializing in desserts, is partnering with Viacomms Telecom to transform its client experience with interactions solutions from Avaya, a global leader in company interactions software, systems and services.

In 2007, five business owners with a molten chocolate cake dish and a dream set up Chocolateness: today the business has six dining establishments in strategic areas in Kuwait, with income growth of more than 75 % in the last two years. With this fast-growing customer base, Chocolateness wanted to provide a smooth consumer experience that integrated phone, SMS, chat and other media channels to allow better engagement With Kuwaiti consumers being increasingly tech-savvy, Chocolateness wished to digitally transform the customer journey to elevate client satisfaction and create greater commitment.

With Viacomms Telecom, Chocolateness has actually executed a brand-new contact center system, based on Avaya Contact Center Select, that boosts the customer experience. The option delivers a unified representative desktop supplying a single platform for omni-channel interaction, while skills-based routing makes it possible for clients to be directed to the most qualified representative based on their choice.

With enterprises of all sizes throughout the Middle East facing extraordinary challenges to progress digitally as mobility, Big Data, social, cloud and the Internet of Things change consumer expectations, Avaya options enable companies to provide a total omni-channel experience that takes advantage of online, mobile and analytics solutions to provide seamless interaction across a range of touchpoints.