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Cisco Announces Contact Center Cooperation with Xceed and ITIDA in Egypt

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Cisco Announces Contact Center Cooperation with Xceed and ITIDA in Egypt

June 12, 2009
By Jai C.S.
TMCnet Contributor
Cisco (News - Alert), the company which helps people connect, communicate and collaborate, recently announced an International Contact Center Cooperation for customer service and support together with Xceed (News - Alert), a global provider of quality, multi-lingual Business Process Outsourcing (BPO) services, and the Information Technology Industry Development Agency (ITIDA) in Egypt.

Egypt's minister of communication and information technology, Tarek Kamel, joined executives from Cisco, Xceed and the ITIDA to formally inaugurate the center.
The new contact center is already serving Cisco's customers in the Europe, the Middle East, Africa, and emerging markets in seven languages including; Arabic, English, French, German, Italian, Spanish, and Portuguese.
ITIDA is a governmental entity affiliated with Egypt's Ministry of Communications and Information Technology. The agency focuses on developing Egypt as a large global outsourcing location by attracting foreign direct investment to the industry and maximizing the exports of IT services and applications.
The newly announced contact center is said to further support the initiative of Egypt's Ministry of Communications and Information Technology to increase ICT exports, which is being executed by ITIDA.
Apart from this, the contact center also plans to employ up to 300 full-time staff by its third year of operation. ITIDA will be supporting the contact center with connection lines for the various countries for the initial three years.
Kamel said that Egypt is currently focusing on attracting foreign investment in the field of outsourcing, customer service and support. He also added that many recent international reports have stated that the Egyptian IT and communications field is very promising as proved by the great achievements reached over the past few years.
"In considering locations, Cisco specifically chose Egypt because it has many unique advantages for a contact center destination," said Angel Mendez, senior vice president for Customer Value Chain Management at Cisco.
"Our decision to collaborate with Xceed and ITIDA was based on a number of principles: the quality of agents, accent neutrality and the ability to resolve customers' issues. In addition, the flexibility of both Xceed and ITIDA to adapt to our changing business needs and a cultural fit with Cisco will strengthen our ability to advance our country transformation agenda," said Hani Abdel Aziz, Cisco’s general manager for Egypt.
Xceed currently owns four sites within Egypt and its headquarters is located in Cairo's technology park, The Smart Village.  The company also has a contact center, geographically and culturally proximate to Europe, at Morocco's technology park, CasaNearshore Park.

Jai C.S. is a contributing editor for TMCnet. To read more of Jai's articles, please visit his columnist page.

Edited by Stefania Viscusi
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