NEWS
Raya Contact
Centre
transitions
agent workforce
to remote
working
Rackspace boosts
investment across EMEA
with UAE expansion
Raya Contact Centre, a leading Business
Process Outsourcing service provider
with contact centres in the UAE, Egypt
and Poland, has announced that it has
successfully enabled its entire contact centre
workforce to work remotely. The news comes
as efforts are being made to combat the
spread of Coronavirus and as organisations
across the Middle East, Europe and North
Africa (MENA) follow the social distancing
recommendations of government and
healthcare authorities. As the company’s
contact centre is built on Avaya solutions,
Avaya played a critical role in ensuring a
seamless transition that resulted in no cost
implications for Raya Contact Centre.
“As the BPO services provider to clients
that include highly reputed regional and
international businesses, it is imperative
that we keep operations on track, while
prioritising the safety and well-being of our
staff,” said Yasser M Sharaf, IT Director at
Raya Contact Centre. “Avaya has been
extremely proactive in anticipating our
Business Continuity requirements and
implementing a solution without us
having to incur any additional costs.
This has given us the ability to utilise
our existing investments to seamlessly
transition our workforce to a remote
working arrangement.”
This is in line with Avaya’s on-going
efforts to ensure Business Continuity for its
customers during the COVID-19 pandemic.
Technology service company
Rackspace is increasing its global
footprint to bring more local resources
and plug the cloud technology skills gap
in the Middle East.
Rackspace is investing heavily across
Europe, Middle East and Africa (EMEA)
in 2020 as part of its overall strategy
to be the best technology services
company in the world. As part of
this ambition, it has announced its
expansion into the Middle East to
enhance the support of local customers.
The expansion is endorsed by a multimillion
dollar investment and includes the
launch of a hub based in Dubai which will
employ a robust salesforce, professional
services consultants and marketing
support. The focus on recruitment will
support the cloud skills gap locally, further
enhancing the customer experience
delivered in the region.
The move responds to both Rackspace’s
established success in the Middle East as
it currently has over 500 customers in the
region, as well as the market growth and
maturity of cloud technology.
The strategy will be led by George
Pawlyszyn who has been appointed as
General Manager, Middle East and Africa
(MEA) at Rackspace. He will be focused
on providing trusted and unbiased
expertise to migrate customers to the
cloud securely and enhance existing
customers’ environment while working
closely with partners, including Amazon
Web Services, Google Cloud Platform and
Microsoft Azure.
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