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Qubee Using Interactive Intelligence for New Contact Center in Bangladesh

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September 29, 2009

Qubee Using Interactive Intelligence for New Contact Center in Bangladesh

By Patrick Barnard, Group Managing Editor, TMCnet

Qubee, the trading name of Augere Holdings and a provider of high speed wireless broadband services in emerging markets, has reportedly selected Interactive Intelligence (News - Alert) to help it establish a new contact center in Bangladesh.

Qubee’s WiMAX (News - Alert)-based broadband service is already available in Pakistan and is set to launch in Bangladesh at the beginning of October.

The company has reportedly been working with consultants and local telecoms experts to identify the requirements for customer support. It reportedly selected Interactive Intelligence’s contact center platform because it is entirely software-based and is modular in architecture, so can be scaled to match requirements as Qubee grows in the region.

It also didn’t hurt that Interactive Intelligence already has some installations in the region and is therefore able to provide support.
"The existing users of Interactive Intelligence in Bangladesh showed me how well the system works, and we have had excellent continuing response from the whole company," said Anna Jordan, Qubee director of marketing, in a press release. "They have proved to be very reactive and very good at delivering to our tight timescales."

Qubee is also reportedly using Interactive Intelligence’s training services to train new agents on how to use, expand and support the system.

The new contact center will deliver customer service in two languages, Bangla and English.

"Markets like Bangladesh are currently limited by slow, unreliable and expensive internet connections," Jordan explained. "But there is a very hungry customer base. We need to make our customers feel supported and secure in using our services.”

“This is a terrific application for our way of working," said Dave Pauling, EMEA regional sales director for Interactive Intelligence, in the release. "Because our system is based on software modules, we can get Qubee up and running very quickly with the functionality they need at first, and add more tools as they and their customers require them."

"The Interactive Intelligence solution is great because it is modular," added Jordan. "Our requirements are relatively unsophisticated at first, but it is very easy for us to add more functionality as our customers become more demanding."

Qubee will launch its new WiMAX service, for both commercial and residential users, in Dhaka at the beginning of October. From there it plans to rapidly build-out its network and extend its services into the other major population areas -- and eventually across the country.

The company is reportedly planning to deploy a new network and bring its WiMAX services to East Africa next.
Interactive Intelligence, a provider of VoIP contact center and corporate telephone systems, made news last week when it announced that it had been named to Software Magazine’s “World’s Top 500 Software and Service Providers” listing.

Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.

Edited by Patrick Barnard

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