DHL Supply Chain secures agent retention with Avaya

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DHL Supply Chain tapped Avaya for a suite of OneCloud solutions that would help accelerate its business expansion to meet a boom in demand for its services, while simultaneously increasing agent retention to a record high.

Based in Singapore, DHL Contact Centre Services provides logistics solutions across a range of industries, including service logistics, technology and public agencies. The COVID-19 pandemic created more opportunity to better support its customers’ increasing demand for fast and cost-effective contact centre services.

“As many businesses found during the pandemic, the last 18 months were characterised by a huge spike in demand for high-quality customer experience services,” said Jerome Gillet, CEO, Singapore Cluster, DHL Supply Chain. “Between 2019 and today, alongside the rollout of Avaya OneCloud, our number of concurrent agents has increased 300%.”

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Gillet said that the security and scalability of the product means they can replicate this customer service environment in other markets, enabling contact centre agents to log in from anywhere, at any time, and gain access to the communication and collaboration capabilities.

“In the near future, we will be scaling our contact center offering to Japan, Korea, Australia, Malaysia and the Philippines,” he said.

Stephen Spears, Avaya chief revenue officer, said that 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.