Global business communications company recognizes innovation and development of leading Kuwaiti customers 

Kuwait City, Kuwait, March 13, 2017 –Avaya, a leading global business communications company, commended the commitment of organizations in Kuwait to driving development of the nation’s knowledge-based economy by leveraging technology. Avaya honored leading customers for their innovative deployments of its next-generation communications solutions in key industry sectors, including banking, retail, aviation, oil and gas, financial services, and healthcare.

The customer awards were the highlight of the Experience Avaya Kuwait event, which took place on March 12-13 in Kuwait City. The awards recognized outstanding organizations in their sectors that have used Avaya’s customer experience and unified communications solutions to increase operational efficiency, enhance team engagement and deliver superior customer experiences. The session on March 12 was held in association with Middle East Telecommunications Company (METCO).

During Experience Avaya Kuwait, the following companies were recognized:

Kuwait Finance House: Contact Center Customer of the Year – Financial Services

Kuwait Oil Company: Unified Communications Customer of the Year – Oil and Gas

Kuwait has announced its commitment to building a sustainable, knowledge-based economy in its “New Kuwait Vision 2035,” which focuses on the contribution of the private sector. Avaya has active partnerships with many of the leading systems integrators in the country, working with enterprises of all sizes – from SMBs to the largest oil and gas providers – to develop the latest communications solutions. At Experience Avaya Kuwait, senior Avaya executives explained how emerging technologies, such as Artificial Intelligence and the Internet of Things, are shaping economies.

“With organizations globally facing ever-more challenging competitive markets, Kuwait is embracing so-called disruptive technologies to enhance the nation’s regional and global presence. Investment in ICT infrastructure and human capital is the responsibility of both the public and private sector, to ensure emerging technologies such as AI are harnessed for the benefit of the Kuwaiti people. The companies that we recognized at Experience Avaya Kuwait are all playing an important role in developing Kuwait’s economy” said Fadi Hani, VP of Avaya MEA & Turkey.

“We are keen to present the latest technologies of Customer Experience from leading partners such as Avaya to our customers in Kuwait, to contribute in building their communications capabilities and growing the State’s knowledge economy. This week’s event reinforced the commitment of our collaborative ecosystem towards reinstating Kuwait as a trade and financial hub” said Krikor Tutunjian, Group General Manager of METCO.



Kuwait City, Kuwait, January 05, 2017. Further to many years of fruitful collaboration, METCO has been selected as an Avaya Edge Diamond Partner – Avaya’s highest designation. Avaya revamped its partner certification program to recognize the changes in the marketplace and better reflect the abilities of those companies marketing Avaya solutions and products.
METCO, Avaya’s experts in Kuwait, is now an Avaya Edge Diamond Partner. Diamond is Avaya’s highest rating. Formerly METCO was a Platinum Partner – then the highest level. METCO is also Avaya’s Partner in Customer Excellence.

The new Avaya Diamond status reflects METCO’s commitment to customer satisfaction and its design, integration and support skills across Contact Centre, Unified Communications and more, across Kuwait and the region.

METCO has built a reputation for service excellence, winning the Avaya “Contact Center Deal of the Year” 2011, AVAYA Outstanding Individual Contribution Award, and AVAYA Best Implementation Contact Centers Award 2012, AVAYA Partner of the Year-Enterprise, and AVAYA Data Networking Partner of the Year 2013, AVAYA APS Partner of the Year – GGM, and AVAYA Partner of the Year – Customer Experience 2014, in recognition of its consistently high standards and outstanding business results.”

Kuwait City, Kuwait; March 06, 2017: Kharafi Global, a leading developer and operator of multiple food outlets throughout Kuwait and the GCC, has deployed communications solutions from Avaya to deliver superior customer experiences, increase staff productivity and support business growth.

Founded in 1996, Kharafi Global owns and operates food service businesses in Kuwait, Bahrain, Saudi Arabia, Qatar and Dubai including Nino, Johnny Rockets, Leila Min Libnan, Bredz Factory, Posh cafe, Figs and Baker & Spice. With future expansion planned for Jordan, Lebanon and Oman. Kharafi Global wanted to unify communications, making it easier for customers to engage with different outlets and allowing staff to operate more efficiently.

Middle East Telecommunications Company (METCO), one of the leading regional ICT integrators, Avaya’s Diamond Partner, helped Kharafi Global to digitally transform its operations, in a turnkey project that included supply, installation, testing, acceptance and support services. Avaya’s customer and team engagement solutions help Kharafi Global automate, anticipate and accelerate customer interactions, helping to increase customer lifetime value and revenue, while real-time customer service monitoring enhances quality of service and agent efficiency.

The solution combines historic as well as real-time contextual customer information to help improve the quality of interactions, optimize agent utilization and productivity, and enhance supervisor performance with complete visibility over agent interactions and customer feedback. Additionally, business analytics captures data and intelligence and addresses staff resourcing requirements in advance.


Maher Megaly, CALL CENTRE Operation Manager,Kharafi Global, said: “With our range of brands and geographical presence, we required a solution to centralise our communications and ensure that our customers have a consistently positive and seamless interaction experience with all of our brands, whether in restaurants or when they contact us. METCO partnered with us to understand our requirements and deliver the right Avaya solution that created the best mix of streamlined communications and business efficiency. Avaya’s technology also delivers the solutions over a virtualized environment, helping to reduce costs drastically compared with traditional PABX hardware boxes. We believe that this scalable solution will serve our immediate plans as well as our future growth and expansion.”

Faten Halabi, Regional Sales Leader for Bahrain, Iraq, Kuwait and Pakistan, Avaya, said: “Businesses need to keep up with their tech-savvy customers and deliver a consistent and seamless experience, often across channels that customers prefer. Our Contact Centre Select solution is uniquely designed to create an ideal environment that addresses two key business concerns – customer experience satisfaction and employee productivity. We are confident that our solution, delivered effectively by METCO, will prove to be a major competitive differentiator for Kharafi Global.”

Krikor Tutunjian, General Manager, METCO said: “We are excited to be working with Kharafi Global, supporting their vision of a leading food service company in GCC. The deployment will enable them to increase efficiency of call taker, gain flexibility for the business, and improve agent productivity with the use of the Avaya team engagement solution portfolio. Our Avaya experts have provided a complete project, helping Kharafi Global to drive improvements to the customer experience.”