New ALE comms system delivers as expected for eatery


At a glance:
  • News from Gitex 2016
  • Technology helps small/medium business (SMB) to deliver better customer service and increase employee productivity
  • OpenTouch Suite for SMB provides large business IT communications capabilities while delivering cost savings to the SMB market


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Eaters, a Dubai-based franchise of 800 Degree Pizza, recently chose Computer Peripheral Systems (CPS) to implement an Alcatel-Lucent Enterprise communication solution to reduce inter-branch call costs and offer better service to customers around the clock.

Eaters, a relative newcomer to the United Arab Emirates (UAE) gastronomy scene, has four 800 Degree Pizza restaurants in prominent locations with 50 employees spread across its headquarters and restaurant outlets. Eaters’ workforce expects to increase by 150 employees with the planned opening of 14 additional 800 Degree Pizza outlets in the next 12 months.

As a service-oriented small and medium business (SMB), cost-conscious Eaters recognized technology could play an important role in achieving tangible business outcomes for their active home delivery and order taking process. An initial install of a simple, hybrid communication system revealed inefficiencies in communication management and issues with incoming orders, and ultimately could not grow with their business. Eaters quickly sought out a superior technology replacement solution, one that would be easy to manage while also meeting the global customer-service levels agreed by the franchise owner and be flexible enough to grow with the expanding business.

CPS proposed the Alcatel-Lucent OpenTouch® Suite for SMB, a solution specifically designed to help SMBs succeed by helping reduce call costs, provide uninterrupted customer service and integrate with existing networks. With the inbound customer centre, Eaters can meet expectations of customers and at the same time increase staff productivity and reduce costs. With the smart routing of calls, Eaters does not miss orders placed outside of working hours.

Omer Ali, responsible for IT solutions at Eaters said: “Technology is a competitive advantage in the hyper competitive and constantly evolving restaurant scene. We sought out solutions that scale, easily adapt to our existing environments and offer a rapid return on investment. With CPS and the Alcatel-Lucent Enterprise solutions, we found the elements needed to meet all of our expectations. This includes not only an enhanced user experience but also a reliable and cost-effective solution for our three person IT Team.”

Baher Ezzat, Regional Director Middle East, ALE said: “SMBs form the backbone of every economy and delivering best-in-class communication solutions is a cornerstone at Alcatel-Lucent Enterprise. Eaters selected ALE because of the features and scalability of the OpenTouch Suite for SMB that is based on our award-winning communication platform, the Alcatel-Lucent OmniPCX® Office. We are very excited to participate with CPS as Eaters endeavours to gastronomically make its mark.”

Toney Jones, GM, CPS said: “Based on our domain expertise and technical know-how in the communication space, we recommended the ALE solution to Eaters based on its demonstrated product leadership for SMBs, ease of installation and support. We believe that with the focus and emphasis of ALE for SMBs, our relationship will continue to grow as ALE is a “true” channel oriented champion.”