Call center software provider Altitude Software (News - Alert) has unveiled it is offering a dedicated a multimedia contact center in Bahrain to support the travel assistance services of Afro Asian Assistance, a travel assistance and travel insurance providers across the Middle East and North Africa region.
Afro Asian Assistance offers services including Travel Assistance, Roadside Assistance, Car Replacement and Home Assistance. The service is offered through a direct network providers in the Gulf countries, Jordan, Lebanon, Syria, Yemen, and through an international network of providers across four continents.
The travel assistance company selected Altitude’s call center software to meet the demands arising from its rapid growth over the last 12 months following the launch of Travel Assistance Operations. Altitude’s call center software, Altitude uCI, provides the firm with advanced IP contact center solutions such as predictive dialer, voice recording as well as unified centralized monitoring, queuing, routing and reporting.
"Selecting Altitude Software as a key component of our contact center operations reaffirms our commitment to incorporating the best technology available to service our customers and ultimately, drive our Assistance Services business to new heights," said Omar-Javier Baba Quiros, managing director at Afro Asian Assistance, in a statement. "Our Bahrain-based contact center is today critical to providing us with a competitive advantage in the travel assistance and travel insurance industry across the MENA region.”
As a company dedicated to providing 24x7 roadside and travel assistance service, Afro Asian Assistance has implemented a purpose-built first point of contact for customers in the unexpected event of a vehicle breakdown/accident or travel emergency. Altitude-powered call center software technology is integrated with GPS/GSM and geospatial mapping, enabling contact center agents to pinpoint a vehicle location in seconds.
With this information, the system can almost instantly locate the nearest provider, so insurance policy holders get assistance within minutes of their call. During the process, customers are updated the status and guarantees that vehicle is back in service as quickly as possible.
"Organizations in the Middle East are constantly striving to be more results-oriented, and with the unique combination of strength and flexibility provided by the Altitude contact center software suite, Afro Asian Assistance is able to leverage that value," said Riadh Boukhris, Altitude Software MENA president, in a statement.
Recently Altitude Software announced a major release of its customer interaction management suite. The latest release, Altitude uCI 8, adds several new capabilities, including the ability to make informed decisions with real-time insights; unified social media interactions; multimedia workflow and intelligent campaigns.
Edited by Amanda Ciccatelli