Cloud Contact Center Featured Article

UAE Finds Improved Engagement in the Cloud

By Maurice Nagle
TMCnet Web Editor

The contact center’s top priority is serving the customer. Whether it is adjusting an order, fixing a problem or simply answering a question, customer service agents perform an integral task in ensuring a prosperous bottom line and a growing customer base.

This week, Smartworld, an Etislat and Dubai World Central joint venture, announced the selection of Altitude software to launch Cloud Customer Engagement Solutions in the UAE. The services provided are customizable, and will be hosted within the Smartworld data center at Dubai World Central.

'We are honored that the Altitude solution was chosen to power Smartworld 's Cloud Customer Engagement offering,'' said Riadh Boukhris, Altitude Software (News - Alert) MENA President. "We bring companies more freedom of choice to benefit from a customizable, flexible technology offer. Altitude uCI has a great track record in reducing operating costs and investments while achieving true customer engagement.''

The newly minted Cloud Customer Engagement solutions allow UAE-based companies to keep the focus on the customer by optimizing resources and minimizing cost. The solutions are scalable and alleviate the backend operational tasks taking the stage from serving the customer.

The solutions include a fully customizable unified desktop for agents; an outbound dialer that can be leveraged for telemarketing, surveys,telesales, scheduled call-backs or collections campaigns; a unified queue that will answer prioritize, and route queries to the appropriate agent; and a management portal that provide real-time monitoring, analytics and historical reporting.

CEO of Smartworld Mohammad Fouz believes that too many companies in the UAE are not properly responding to IT and customer management demand.

He notes, “It is this type of organizations that we target through this cloud-based solution, offering the same quality of service and performance while allowing companies to retain control of their customer relationships. Our expertise both in the IT and CRM, combined with our Data Center expertise allows us to master all the components of this offer.”