Cupola partners with Avaya to deploy an AI-powered enterprise learning platform

Cupola Teleservices has deployed the first AI-based enterprise learning platform in the region, using technology from Avaya. The platform offers advanced corporate learning and training capabilities tailored to the needs of Cupola’s growing group of customer service agents, enabling it to build a strong talent pool and keep pace with demands ever-changing customers.

Cupola is headquartered in the United Arab Emirates and provides technology-based outsourced business support solutions to public and private sector organizations, including multinational banks, technology brands and local utilities.

“Thanks to the progressive strategies of growth and diversification of the economies of the region, coupled with the nationalization campaigns, the business outsourcing industry is witnessing a considerable increase in demand for customer experience services as well as national agents of customer service. For us, as a major source of employment opportunities, our goal is not only to exceed nationalization quotas, but also to train and develop our team in the fastest way to ensure that we are ahead. on the demand curve,” said Sajjad Hamid, Chief Commercial Officer. at the Cupola.

“To do this, we have partnered with Avaya to create a bespoke intelligent enterprise learning platform that not only allows us to stay ahead of the demand curve, but also to maintain and grow our excellence in delivering a superior customer experience to our customers.”

Using the platform, Cupola is able to quickly onboard customer service agents and empower them with the knowledge they need to deliver exceptional customer experiences. It also allows agents to continuously improve, at their own pace, improving job satisfaction and career progression.

Cupola agents now have access to offline and online courses through a single dashboard, eliminating the need to schedule appointments or align with a learning and training schedule. And newcomers use the platform to onboard and learn about the policies and core values ​​of the company they serve.

“Many of our customers in the region outsource their customer experience to BPOs like Cupola. Specifically, the government sector sees great value and efficiencies in delivering citizen experiences through this model. our duty to ensure that both parties have the right technology to achieve these unique results.We have seen Cupola’s business grow in recent years and we are delighted to continue this partnership as the needs of the group grow. and its customers are evolving,” said Yaser Alzubaidi, Vice President – Specialist Organization, Avaya International.

In October 2021, Avaya and its partner, Toolwire, launched the Learning Spaces enterprise platform, with the promise to help private and public organizations in their nationalization efforts. Built on Avaya Spaces, the modern Workflow Collaboration (WSC) platform, Spaces Learning is a fully integrated teaching and learning platform that transforms into a virtual classroom to deliver on-demand training and assessments. The platform is built using Avaya Spaces open APIs to combine artificial intelligence and video conferencing tools to help employees personalize their learning sessions.