Cupola to mordenize and maintain EMW's contact centre

Cupola Teleservices (CTS), provider of outsourced contact centre services in the Middle East, has signed a contract with EMW, to upgrade its existing Avaya based Call Centre platform to a higher version. The contract also includes a three year maintenance and support clause. The upgrade will help improve overall system performance and reliability and ensure better customer relationship management (CRM) services to CTS customers.

Sabir K.V., IT Manager, Cupola Teleservices comments, “Operational since 1999, CTS practically invented the concept of outsourced contact centre services in the Middle East region. With a technology infrastructure that supports over 1,000 seats, CTS has grown rapidly over the years due to the growing popularity of companies outsourcing their call centre requirements. CTS is highly focused on perpetual technology enhancement to help meet its business objectives and customer requirements. We take a lot of pride in our state-of-the-art technology and infrastructure. We are happy to confirm our mutually beneficial partnership with EMW which has helped to attain our goals over the last couple of years. The current implementation will substantially increase the value and service delivery to our customers.”

CTS’ Core Voice Network is powered by the industry leading vendors like Avaya, Cisco and HP. This leading edge technology supports intelligent skill-based call routing, interactive voice response and CTI. The company currently operates an Avaya VOIP system based on the S8500 media server and Communication Manager CM 3.0. The system will be upgraded to the Avaya S8730 media server in conjunction with Avaya Communication Manager 5.0 with full redundancy, load balancing and software upgrades. The benefits include a more powerful high capacity call processor and increased storage capabilities. With 99.999% reliability and redundancy, the S8730 Media Server enables highly reliable solutions over IP and the scalable architecture provides unlimited growth options. It also allows for custom based applications, which will enable CTS’ in-house software team to develop tailored CRM applications to suit every client’s distinct need and campaign requirements.

On the choice of EMW as a partner for project implementation maintenance, Mr. Sabir mentioned that turn around time, reputation, credibility of EMW’s Avaya certified engineers, project costing and recommended technology solution were deciding factors in going ahead.

Serjios EL-Hage, CEO at EMW Middle East, says, “It is a matter of great pride for EMW that Cupola, the leading and most preferred Call Centre/ BPO services provider in the region has decided to contract our company to upgrade and support its call centre network. Voice and Data infrastructure is the most mission critical element of CTS’ business and through our expertise we aim to deliver optimum system performance and zero downtime”.

CTS today is the preferred Contact Centre partner for a large number for multinational ‘Blue Chip’ corporations and Fortune 500 companies including one of the world’s largest PC makers and a prestigious entertainment and ticketing division of a leading Master Developer in UAE. CTS employs over 600 staff from 21 countries conducting business transactions in more than 13 languages on a 24/7 time frame within 5 different time zones.