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KUWAITNET Increases Customer Retention with Avaya


Innovative IT solution provider boosts customer loyalty and delivers superior experiences by collaborating with Viacomms to deploy Avaya customer engagement solutions

Kuwait City, Kuwait 2017: KUWAITNET, a pioneer of online IT applications in Kuwait, has boosted customer retention and increased staff efficiency by collaborating with Viacomms Telecom KSCC to deploy communications solutions from Avaya.

During the past 20 years, KUWAITNET has grown from a webhosting company to a pioneer in providing online IT applications to over 3,000 SMBs and top enterprises in Kuwait, incuding Zain Mobile Operator, Viva, National Bank of Kuwait, Burgan Bank, Gulf Bank, Warba Bank, Ahli United Bank, Kuwait National Petroleum Company and many others. KUWAITNET wanted a contact center solution that could be integrated with its cloud-based customer relationship management (CRM) system, help support marketing campaigns, and monitor and measure operations.

Viacomms deployed state-of-the-art communications solutions from Avaya to provide streamlined and personalized customer interactions. By integrating the Avaya solutions with the CRM system, KUWAITNET is able to automate business processes. Agents are able to view customer details prior to answering calls, reducing call duration and enabling agents to handle higher volumes of enquiries during busy periods. By improving the customer experience, KUWAITNET has been able to increase customer retention and loyalty, with a decrease in the “churn” rate related to non-renewal of service.

Avaya works with leading public and private businesses in the Middle East to transform the customer experience and improve agent engagement. As the global market share leader in contact center solutions, Avaya helps create stronger, long-lasting customer relationships, increase cross sell and up sell opportunities, gain insights about the contact center’s performance, and enable optimal contact center resource management.


“We are constantly striving to increase business efficiency by using innovative technologies, and we are confident that we have chosen the best combination of vendor and local partner to help us do this. Avaya and Viacomms worked together to help us achieve our mission of inspiring our customers, winning new markets and disrupting the status quo. The Avaya Contact Center solution is enabling our agents to enhance the customer experience and further our digital transformation strategy.”
Bashar Al Abdulhadi, Chief Technology Officer & Founder – KUWAITNET

“Working with the technology gurus at KUWAITNET was challenging and refreshing as they were looking to implement the best new technology available. They tested every Avaya Contact Center feature to ensure it met their innovation benchmark. We are proud to have successfully partnered with them to build the capabilities to deliver an upgraded experience to customers.”
Jolian Ibrahim, CEO & Co-Founder – Viacomms Telecom

About Viacomms Telecom KSCC

Viacomms Telecom is Kuwait Shareholding Company specialized in providing mission critical communications (UC & CC) infrastructure to many of the country's largest companies, hospitals, hotels, schools and government institutions. As a leading Enterprise Partner, Viacomms works with world-class vendors and leaders in Gartner Magic Quadrant. Technical operations run 24/7, powered by top-notch experienced field engineers who hold the highest vendor's specialized rigorous certifications. For more information, please visit:

About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications — offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit

Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

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