NEWS
DHL Supply Chain Singapore supports business expansion with Avaya OneCloud
DHL Supply Chain , a leading global contract logistics provider , has accelerated its business expansion to meet a boom in demand for its services , while simultaneously increasing agent retention to a record high , with the help of a suite of Avaya OneCloud solutions .
Based in Singapore , DHL Contact Center Services provides logistics solutions across a range of industries , including service logistics , technology and public agencies . The COVID-19 pandemic created more opportunity to better support its customers ’ increasing demand for fast and costeffective contact center services .
“ As many businesses found during the pandemic , the last 18 months were characterized by a huge spike in demand for high-quality customer experience services Between 2019 and today , alongside the rollout of Avaya OneCloud , our number of concurrent agents has increased 300 %,” said Jerome Gillet , CEO , Singapore Cluster , DHL Supply Chain .
“ Retention in the contact center industry has been a challenge for several years . With the support of a comprehensive , cloudbased collaboration tool , and an AI-powered contact center , our retention rate has significantly increased to become the bestin-class in the industry .
“ The security and scalability of the product means we can replicate this customer service environment in other markets , enabling contact center agents to log in from anywhere , at any time , and gain access to the communication and collaboration capabilities .
“ In the near future , we will be scaling our contact center offering to Japan , Korea , Australia , Malaysia and the Philippines .”
Stephen Spears , Avaya Chief Revenue Officer , said : “ DHL Supply Chain is oiling the wheels of businesses during an essential time , allowing it to meet demands that have only accelerated during and after 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 .”
DXC Technology to build technology platforms for new Sydney airport
DXC Technology , a leading technology services provider , has been selected as Master Systems Integrator for the Western Sydney International ( Nancy-Bird Walton ) Airport .
DXC will be responsible for building the airport ’ s foundational technology platforms in preparation for its opening in 2026 and ongoing operations .
DXC and its strategic Asia Pacific Airport partner , Chavali Consulting , will bring together DXC ’ s global aviation experience and Chavali ’ s deep airport domain expertise to provide a complete end-to-end program to deliver Australia ’ s best airport terminal and enable the airport ’ s operational success .
Seelan Nayagam , President Asia Pacific , DXC Technology , said : “ DXC is delighted to work with Western Sydney Airport on this project of national significance . Embarking on building a greenfield airport from the ground up is a once-in-a-lifetime opportunity that will allow us to bring the latest innovation to the airport and apply technologies that are emerging .
“ We are not only looking forward to supporting this airport with state-of-the-art technology and forward-thinking principles but also helping boost skills and create jobs for Greater Sydney .”
As Master Systems Integrator , DXC will deliver the integration , cybersecurity and hosting platforms to bring together over 60 operational systems and ensure a fast and seamless journey for customers .
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