Voice of the Customer

TMCnet - The World's Largest Communications and Technology Community
New Coverage :  Asterisk  |  Call Center Outsourcing  |  Call Recording  |  SIP Trunking  |  Hosted Exchange  |  PBX
Webinars
Channels by Topic
Share
 
| More
RSS-XML alerts
Print this page
E-mail this page to a friend
Voice of the Customer Featured Article Archive

TMCNet: The First and Only CRM Outsourcer in the World’s richest city runs Altitude Software

[October 28, 2007]

The First and Only CRM Outsourcer in the World’s richest city runs Altitude Software

Abu Dhabi, United Arab Emirates (UAE), October 29, 2007 – I-Vision Technology (IVT) today announced the launch of its Abu Dhabi-based contact centre for world-class outsourcing operations. Established in 2000, IVT provides IT and security solutions. The UAE-based company recently created a division, I-Vision Contact Center, in order to offer outsourced services in the GCC region with a specific focus on serving the IT, banking and telecommunications industries. The new contact centre facility is fully powered by Altitude Software technology.

I-Vision currently manages outbound telemarketing campaigns on behalf of a major financial institution in the Middle East, as well as customer service operations for an IT solutions provider in the UAE.

Pioneering CRM Service Provider in the World’s richest city.

I-Vision is positioned as the first and only provider of inbound and outbound CRM outsourcing services in Abu Dhabi, which is considered to be the richest city in the world by leading international publications such as Fortune. "Taking our contact center to the next level enables us to broaden the delivery of services to our customers, and ideally position our CRM outsourcing operations in the Gulf region. Abu Dhabi gives us the opportunity to employ a qualified and multicultural workforce in an expanding GCC market with steady growth,” said Hamdan Sayah Al Mazrouei, I-Vision Technology Group Chairman & CEO.

Commenting on I-Vision’s IP contact center vendor selection, Roy Fruel, I-Vision Manager added, "after evaluating the contact center market, Altitude uCI turned out to be the only IP-based solution that fulfilled all of our requirements in terms of functional scope and user-friendliness. Altitude’s strong and leading contact center expertise in the Gulf region is another key reason for our choice." With the new contact center system in place, I-Vision specifically realized significant performance improvement benefits that included 130% boost in its outbound business campaigns, after just 4 days of using the solution.

Delivering Performance and Rich Functionality.

I-Vision's outsourcing operations today incorporate the following functionality from the Altitude IP Contact Center solution:

- a comprehensive CTI (Computer Telephony Integration) that intelligently manages inbound and outbound interactions by integrating data from the existing IPBX and computers, ensuring that I-Vision agents receive the appropriate caller information at the same time as the interaction (Altitude Multimedia and Altitude Unified Router).

- an automated dialer with 3 pacing modes (preview, power and predictive) to significantly increase the productivity of outbound campaigns as there is no need for manual dialing or for time consuming number searches (Altitude Unified Dialer).

- a script builder tool to develop any kind of CRM and front office application, such as telesales, debt collection or customer service scripts (Altitude Scripting Studio).

- an email management module to deliver high service levels for email enquiries (Altitude Email).

- a voice portal which enables customer self service via voice menus and touch-tone phone controls (Altitude Voice Portal).

- a supervision and administration tool which delivers comprehensive real-time monitoring and performance analysis for campaigns, agents and the contact center system itself (Altitude uSupervisor).

- a web chat application that provides near real time messaging to customers visiting a site (Altitude Chat)



Approaching a 90 percent market share in some GCC countries.

"Altitude Software is fast becoming the leading solution in the global contact center outsourcing market segment,” commented Riadh Boukhris, Altitude Software Vice President Middle East and North Africa. "This new agreement with I-Vision strengthens our number one positioning in the Middle East & North Africa region for that vertical segment, which is approaching a 90% market share in some GCC countries such as Saudi Arabia."

The Altitude uCI suite is composed of several modules with natively pre-integrated contact center and CRM capabilities. All the way from IVR to routing and from agent desktop to telemarketing scripting, Altitude uCI integrates the full Contact Center & CRM suite with a single language, one development environment and, therefore, one single vendor and learning curve for I-Vision. Besides, the flexibility of the Altitude uCI IP-enabled technology means that, as customers grow, the Altitude solution will grow with them.

End.

[ Back To Voice of the Customer Community's Homepage ]
› Return to Voice of the Customer Home

FOLLOW US

FREE Voice of the Customer eNewsletter

Subscribe Now

Featured White Papers

  • Seven Best Practices for Speech Analytics: Speech analytics is valuable for identifying issues in the contact center. However, limiting its use to the contact center only considers a portion of all customer interactions and subsequently only reveals a small part of the voice of the customer. This paper discusses how organizations can optimize their Speech Analytics implementation strategy to realize the promise of this exciting technology.
  • Understanding the Voice of the Customer: Today's contact centers involve a sea of information that must be captured, processed, and distributed on a daily basis. Effective use of this information enables companies to remain competitive in an increasingly aggressive and customer centric marketplace. An overwhelming percentage of the information that circulates in a contact center's audio recordings, documents, web pages, and emails is unstructured in that it resides outside of a normal structured database and cannot be managed efficiently. These unstructured items contain valuable information, yet this information historically has been difficult to organize, categorize, and access.
View All ›

Case Studies

  • Aflac: Aflac, the leading provider of guaranteed-renewable insurance turned to Autonomy to help them automate the process of monitoring their contact center agent for quality and compliance. The company now has a system that can offer continued improvement in agent quality and productivity while enhancing the customer experience. ...
  • Avaya: Avaya, a global leader in business communications, inherited 880 websites as well as numerous intranets and extranets when it was spun off from Lucent Technologies. The sheer volume and diversity of the sites and the over 500 content creators resulted in inefficient content distribution rife with divergent branding, messaging, and product information. ...
View All ›

Video Showcase

    Interview with Autonomy: Rich Tehrani interviews Simon Hayhurst, SVP of Autonomy

Featured Events

  • Multichannel Analytics with Autonomy Explore: In today's world of constant connectivity there are a variety of direct and indirect channels of communication between an enterprise (or a brand) and its customers. 80% of these valuable interactions are generated in a human-friendly, unstructured format across multiple touchpoints and channels. With this ever growing mountain of information how do you extract the emerging trends and topics of interest to the enterprise? ...
  • SES Chicago 2011: Marketers and SEO professionals attend SES Chicago each year to network and learn about topics such as PPC management, keyword research, SEO, social media, local, mobile, link building, duplicate content, multiple site issues, video optimization, site optimization, usability and more. The conference offers 70+ sessions, intensive training workshops, and an expo floor packed with companies that can help you grow your business. While you're at it, network with peers and leading industry vendors. Programmed by the SES advisory board, you can be assured - SES content really is king! ...
View All ›
 
Share
 
| More
RSS-XML alerts
Print this page
E-mail this page to a friend