|
|
|
News
|
|
Etisal upgrade – ITP Technology
|
|
|
|
Altitude Software announced that Riadaa, a fast-paced
provider of outsourced contact centre services in Saudi Arabia, has implemented
the Altitude uCI suite to more effectively manage large volumes of inbound and outbound
interactions, as well as to integrate telephony, fax, Web collaboration and email
systems from one single software suite. Since the Altitude uCI suite was deployed
in November 2004, Riadaa has experienced a 60% reduction of waiting times, a boost
in first call resolution rates from 42% to 89%, and a significant decrease in call
abandonment levels from 29% to under 4%. Altitude uCI is a platform independent
contact centre solution with a universal queue and full blended support for voice
(inbound, preview, power and predictive dialing), IVR, email response management,
Web collaboration, and Web chat.
|
|
|
|
|
|
Fast-growing call centre outsourcing services
|
|
|
|
|
|
Founded in 1998, the Riadaa Group is a major player
in the GCC services industry, providing a comprehensive spectrum of services including
mail tracking, loan & credit card selling, security, ATM care, warehouses distribution
and maintenance services. In September 2004, Riadaa launched a new business unit
called International Contact Company (Etisal), specialized in the provision of call
centre outsourcing services to various sectors including financial institutions,
manufacturers, and retailers.
|
|
|
|
|
|
The company provides customer acquisition and customer
care services such as telesales, market research, help desk, debt-collection and
satisfaction surveys in addition to taking orders and handling complaints. Ahmed
Moharrak, Riadaa’s General Manager, underlined the strategic importance of
Etisal’s
recent launch: “with this new call centre outsourcing unit, we are now able to meet
our clients/ CRM requirements in all areas. Moreover, the purpose of this strong
platform is for us to grow rapidly and be one of the leading outsourcers in the
GCC region”. Established in Saudi Arabia, Riadaa serves prestigious customers through
its offices in Jeddah, Riyadh, and Dammam.
|
|
|
|
|
|
“To meet our aggressive objectives in terms of services
and revenue, we needed a reliable and flexible solution capable of handling multiple
CRM campaigns in real-time, as well as enhancing the quality and productivity of
our recently-launched call centre outsourcing operations," added Mohammed Al Sager,
CEO of Riadaa.
|
|
|
|
|
|
The Altitude uCI Selection
|
|
|
|
|
|
Commenting on Etisal's contact centre vendor selection,
Mohamed Eissa, Riadaa Business Development Director said: “we constantly strive
to deliver world-class service and we knew Altitude’s technology was the clear choice
to help us maintain that level of service.” He also stated: “The solution had to
be flexible and modular, enabling us to easily and cost-effectively add additional
functionality, such as Web chat and Web collaboration capabilities, as our contact
centre needs evolve.”
|
|
|
|
|
|
The Jeddah-based CRM outsourcer chose Altitude Software
for their innovative solution in addition to the following:
|
|
|
|
|
The flexibility to modify front office applications, as it was rather difficult
to make such changes and to have agents duly trained with the changes.
|
|
|
|
|
|
The comprehensive CTI (computer telephony integration) feature that intelligently
manages interactions by integrating data from switches and computers.
|
|
|
|
|
|
The natively pre-integrated IVR module (interactive voice response) which enables
customer self service via voice menus and touch-tone phone controls.
|
|
|
|
|
|
The open design, which supports all major PABXs and a wide range of third-party
solutions, including the Etisal Cisco IP switch and key business applications.
|
|
|
|
|
|
|
|
|
|
A very important issue for Etisal was the implementation
time, as they had to be up and running in less than 2 weeks. Electronic Solution
House, a certified Altitude Software partner in the GCC, worked closely with Altitude
Software to meet the challenge and the Altitude uCI solution was implemented on
schedule and within the defined budget. A specific integration with Cisco’s IP switch
has been carried out in this project. The Jeddah-based contact centre is equipped
to host 100 agents with expansion capabilities of up to 400 seats.
|
|
|
|
|
|
“We were looking for a scalable yet stable system
that could handle various communication channels to accommodate our present and
future aggressive growth plans,” said Ashraf El-Tanbouly, Etisal Business Development
Manager. “Our clients are always under market pressure to quickly start inbound
or outbound CRM operations. Thus, the system had to be easy to implement and administer
in order to accommodate our clients strong requirements.”
|
|
|
|
|
|
Developing competitive advantage
|
|
|
|
|
|
Altitude uCI provides Etisal with the latest capabilities
in computer telephony integration (CTI), skills-based routing, outbound/inbound
call handling, agent front office applications, IVR, and real-time monitoring and
reporting. Altitude uCI uses CTI and skills-based routing to display real-time caller
information at agent workstations, streamlining customer interactions and significantly
reducing average call times. IVR technology specifically enables Etisal to offer
improved self-service to customers in the financial services sector.
|
|
|
|
|
|
www.crm2day.com © 2001-2004
CRM Today by Contact Solutions Ltd.All Rights Reserved.
|
|
|
|
|
|
|
|
Back
|
|
|
|
|
|
|
|
|
