DHL Supply Chain maintained its lead as the top global contract logistics enterprise by expanding operations to meet soaring service demands and raising agent retention. This is largely due to the AI-powered solutions of Avaya (NYSE: AVYA) OneCloud™.
The Singapore-based logistics solutions provider has a hand in a range of business sectors, providing efficient contact center services for its customers in an ever-changing market amidst the demand surges and challenges posed by the COVID-19 pandemic.
According to DHL Supply Chain, Singapore Cluster CEO Jerome Gillet, concurrent agent numbers increased by 300% alongside Avaya OneCloud’s release between 2019 and 2021, allowing the company to cater to the booming demand for top-tier customer experience services.
“Retention in the contact center industry has been a challenge for several years. With the support of a comprehensive, cloud-based collaboration tool, and an AI-powered contact center, our retention rate has significantly increased to become the best-in-class in the industry,” Gillet explained.
Additionally, with the product’s security and scalability, Gillet stated that their customer service environment would be adaptable in other market sectors with agents able to utilize remote access at any time for enhanced communication and collaboration.
“In the near future, we will be scaling our contact center offering to Japan, Korea, Australia, Malaysia and the Philippines,” he said.
Furthermore, Avaya Chief Revenue Officer Stephen Spears spoke of how DHL Supply Chain was able to keep businesses running like clockwork in handling spiking demands throughout the pandemic.
“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,” Spears said.
