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Omantel’s Contact Center from Avaya Wins CEM Award


Muscat – Avaya is pleased to announce that its customer, Omantel, has been honoured with the ‘Best Contact Centre Experience’ award at the fourth annual Customer Experience Management in Telecoms Middle East Summit. Omantel has a technologically-advanced 24-hour contact centre, with interactive voice response (IVR) in three languages, and represents a significant investment in customer experience transformation.


Hari Krishnan, Country Manager, Avaya Oman, said: “Our congratulations to Omantel on winning this prestigious award. While our solutions suite can enable the most advanced contact centre operations for a business, the customer delight ethos is one that has to come from within the organisation’s culture. We see this award as honouring both the technology aspect as well as Omantel’s focus on customer delight.”


Omantel’s contact center features the Avaya Interaction Center, the latest full suite of Avaya Aura® Workforce Optimization, Avaya Contact Center Control Manager, and Avaya Proactive Contact. There is also a plan to integrate Avaya Social Media Manager. The solution features, amongst other solutions, the Avaya Aura Experience Portal, the latest major release of Avaya Voice Portal, which provides Omantel with a single point of communication orchestration for all automated voice and multimedia applications, across inbound phone and video, as well as outbound phone, email, and SMS applications.


About Avaya

Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premise and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Development Platform enables third parties to create and customize business applications for competitive advantage. Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, visit



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