UAE-based Cupola rolls out AI-powered enterprise learning platform

Cupola Teleservices has rolled out the first AI-powered enterprise learning platform in the region, using technology from Avaya. The platform delivers advanced enterprise learning and training capabilities customised and personalised to the needs of Cupola’s growing pool of customer service agents, enabling it to build a strong talent pipeline and keep pace with its customers’ ever-evolving demands.

Cupola is headquartered in the UAE and offers technology-enabled outsourced business support solutions to public and private sector organisations, including multinational banks, technology brands and local public utilities.

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

#AvayaNews: Cupola Teleservices, the Middle East's pioneer in outsourced Contact Center services, has rolled out the first #AI-powered enterprise learning platform in the region, using technology from Avaya. Learn more at https://t.co/1zukpvShUj #ExperiencesThatMatter pic.twitter.com/fNL5ogGouH

— Avaya (@Avaya) July 20, 2022

“For this, we partnered with Avaya to custom-build an intelligent enterprise learning platform that allows us to not only stay ahead of the demand curve, but also maintain and grow our excellence in delivering superior customer experience to our clients.”

With the platform, Cupola is able to quickly onboard customer service agents and empower them with the knowledge they need to deliver outstanding customer experiences. It also enables agents to continuously upskill themselves, on their own time, enhancing job satisfaction and career progression.

Cupola’s agents now have access to offline and online courses through a single dashboard, eliminating the need to schedule appointments or align with a timeline for learning and training. And new joiners use the platform to onboard and acquaint themselves with the core policies and values of the company’s they’re serving.

“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. It is our role to ensure that both sides have the right technology to deliver those unique outcomes. We have seen Cupola ‘s business growing over the past few years and we are delighted to continue this partnership as the needs of the group and of its customers evolve,” said Yaser Alzubaidi, vice president – Specialists Organisation, Avaya International.

In October 2021, Avaya and its partner, Toolwire, launched the spaces learning enterprise platform, with the promise of helping private and public organisations in their nationalisation efforts. Built on Avaya Spaces, the modern workstream collaboration (WSC) platform, Spaces Learning is a fully integrated teaching and learning platform that transforms into a virtual classroom to provide training programs and assessments on demand. The platform is built using Avaya Spaces’ open APIs to combine AI and video conferencing tools to help employees personalise their learning sessions.