dnata Selects Avaya to Drive Digital Transformation in Customer Experience

Dubai, UAE; dnata, one of the world’s largest air services providers and a member of Emirates Group, announced today it has selected Avaya as a strategic technology partner to power its customer service digital transformation strategy. Avaya Private Cloud Services (APCS) will deliver a complete customer experience transformation solution that will create a seamless, personalized experience for dnata customers and partners and across every communication platform in the customer journey.

The five-year, multimillion-dollar agreement will see Avaya provide dnata, with a cloud-based contact centre, collaboration, networking and video conferencing solution. With operations covering six continents, dnata aims to unify its travel brands around the world, along with its other services, helping to deliver personalised experiences to its customers, achieve consistency and increased satisfaction across all touch points while reducing service delivery costs.

“We have embarked on a digital transformation journey that will enable us to confidently deliver on our growth strategy while building a superior customer experience.  One of the main challenges of being a global business with multiple brands and services, is delivering a consistent and yet extremely personalised experience. Our project with Avaya will enable us to have the platform we require to quickly achieve the two, while expanding our portfolio of businesses and services.  The team at Avaya were exceptional in building a solution that delivers on our business objectives today and in the future,” said Paul Gale, Vice President Global Contact Centres – dnata

While most businesses today support multi-channel customer service, they typically manage individual interactions channels in silos, resulting in a fragmented customer experience. dnata is leading the transformation of the travel experience industry globally. By moving to an Avaya-delivered and managed cloud customer experience solution, dnata and its travel businesses will not only achieve a substantial competitive advantage it will also deliver a higher benchmark for travel to compare with, not only for its customers, but also for its agents worldwide. 

“Avaya is proud to have been selected by dnata as provider of choice for this global customer experience platform. By working closely with dnata, we will be able to support them in their objective of delivering a world-class customer experience. This is the perfect demonstration of the strength of our cloud services offerings and how we can help enterprises achieve their digital transformation goals. We look forward to strengthening this partnership with dnata over the next five years and moving forward with them to deliver the business outcomes they are looking for,” said Nidal Abou-ltaif, President of Avaya International.

dnata is leading the transformation of the travel experience industry globally, with an aggressive growth strategy that has driven revenue above $10 billion. Having acquired ten travel and leisure brands in the last 5 years and operating over 13 global contact centres across 15 countries and in ten languages, dnata Travel is driving growth by unifying its customers’ journey, while ensuring that its travel and leisure brands are presented consistently across the globe, and its customers receive the same world-class service through any communication channel, anytime, anywhere.

Globally, dnata operates in 83 countries across six continents and is one of the world's largest air services providers offering ground handling, cargo, travel, and flight catering. Established in 1959, dnata ensures the aviation industry operates smoothly and efficiently in 131 airports across the Middle East, Europe, Asia Pacific, Africa as well as North and South America.

Avaya is a recognised innovator leading business communications for the digital age. Avaya Solutions bring people together with the right information at the right time in the right context, helping to enable a higher level of engagement among customers, teams, employees and partners to improve efficiency and quickly address critical business challenges. Avaya Private Cloud Services (APCS) enable companies to create simple, dynamic environments that allow them to roll out new applications and services faster, support new devices, improve application uptime, and gain significantly reduced total cost of ownership (TCO) and better return on investment (ROI). 




About dnata:

dnata is one of the world’s largest air services providers. Established in 1959, the company offers ground handling, cargo, travel, and flight catering services across six continents. 


dnata's Travel business is the largest provider of travel services and products in the Middle East, and operates more than 200 retail outlets worldwide. Each year its travel advisors handle more than 3.5 million bookings, 7 million bed nights, and 7 million passengers. Its suite of products and services includes business travel management; worldwide tour operations; hotel sales and marketing representation; group and incentive arrangements; sports and active holiday programmes; offshore and marine services; government and corporate travel and leisure travel. 


Internationally, dnata owns and operates Emirates Holidays, Gold Medal Travel Group, Travel Republic, Stella Travel Services, has investments with Hogg Robinson Group and brought personalised travel to the Middle East through a joint venture with Travel Counsellors 


About Avaya

Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. Avaya Breeze enables third parties to create and customize business applications for competitive advantage.  The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit www.avaya.com.