Case Study: Talabat doubles daily orders and boosts contact-center efficiency with Avaya

Key Ingredient for Success at Ecommerce firm Talabat Omnichannel Contact Center

Talabat.com, founded in Kuwait in 2004 and now the Middle East’s largest online food delivery portal across the GCC and Jordan, scaled quickly from a five‑phone startup to thousands of restaurant partners. That rapid growth exposed gaps in its contact‑center infrastructure: no reporting or workforce management, agents spending time on non‑value tasks like call routing, and an inability to handle peak spikes across phone, web and mobile channels.

Working with Avaya and integrator METCO, Talabat implemented Avaya Contact Center Select to create an omnichannel contact center with automated order notifications, real‑time reporting and workforce tools. The solution cut routine status calls (halving call volumes for agents), enabled proper staffing and forecasting (adding lines and agents and now supporting 200+ agents), reduced complaints, improved customer satisfaction and retention, and supported dramatic order growth — for example daily orders doubled year‑over‑year in one period — while streamlining operations across seven countries.

Talabat

Chasan Mochament

Chief Operations Officer