dnata Selects Avaya to Drive Digital Transformation in Customer Experience


Avaya to provide cloud services for dnata in a five-year, multimillion-dollar agreement

L-R: Nidal Abou-ltaif, President, Avaya International, and Paul Gale, Vice President Global Contact Centres, dnata (PRNewsFoto/AVAYA)
L-R: Nidal Abou-ltaif, President, Avaya International, and Paul Gale, Vice President Global Contact Centres, dnata (PRNewsFoto/AVAYA)

DUBAI, UAE: PRNewswire: dnata, one of the world’s largest air services providers and a part of the United Arab Emirates’ Emirates Group, announced that it has selected Avaya Private Cloud Services (APCS) to deliver a customer experience transformation solution and create a seamless, personalised experience for dnata customers and partners, across communication platforms.

The five-year, multimillion-dollar agreement will see Avaya provide dnata, with a cloud-based contact centre, collaboration, networking and video conferencing solution. With operations covering six continents, dnata aims to unify its travel brands around the world, along with its other services, helping to deliver personalised experiences to its customers, and achieve consistency and increased satisfaction across all touchpoints, all while reducing service delivery costs.

“We have embarked on a digital transformation journey that will enable us to confidently deliver on our growth strategy while building a superior customer experience.  One of the main challenges of being a global business with multiple brands and services is delivering a consistent yet personalised experience. Our project with Avaya will enable us to have the platform we require to quickly achieve the two, while expanding our portfolio of businesses and services.  The team at Avaya were exceptional in building a solution that delivers on our business objectives today and in the future.”

Paul Gale, Vice President Global Contact Centres  dnata

By moving to an Avaya-delivered and managed cloud customer experience solution, dnata and its travel businesses will not only achieve a substantial competitive advantage; it will also deliver a higher benchmark, not only for customers, but also for agents worldwide.

“Avaya is proud to have been selected by dnata as provider of choice for this global customer experience platform. By working closely with dnata, we will be able to support them in their objective of delivering a world-class customer experience. This is the perfect demonstration of the strength of our cloud services offerings and how we can help enterprises achieve their digital transformation goals. We look forward to strengthening this partnership with dnata over the next five years and moving forward with them to deliver the business outcomes they are looking for.” Nidal Abou-Ltaif, President, Avaya International