Recent stories in "Regional"
Globitel Introduces Visual Voicemail service
Globitel, the global provider of advanced telecom solutions, introduced today The ”Visual Voicemail” solution, as part of its Unified Solution which incorporates visual voicemail over smart phones via handset client mobile application, adding a visual interface to standard voicemail capabilities that simplifies message access and management, and increases the appeal and functionality of voicemail. The [...]
Middle East Insurance Providers Can Gain a Competitive Advantage by Deploying Advanced Contact Centre Technology Solutions
Opportunities for growth in the Middle East insurance market are abundant. According to David McLean, Chief Executive of the Middle East Insurance Forum (MEIF), “The attractive demographics, increasing customer awareness, positive regulatory reforms and increase in average individual income in the Middle East have made the region one of the fastest growing and most attractive [...]
Globitel announces the opening of its new office in Dubai, UAE
To support the region’s strategic growth and meet increasing market demand for Telecom and Customer Care industries, Globitel, a leading provider of cutting edge solutions, is proud to announce the opening of its new office in Dubai, United Arab Emirates. The strategic location of the new office is based on Globitel’s vision to expand its [...]
A NEW TYPE OF CEO IS EMERGING
“Contact Centre technology is evolving rapidly to both make customer interactions more effective and experiential but also in helping organizations turn their contact centres into profit centres. As a result, the corporate profile of the call centre is increasing and organizations are now considering C-level appointments to new positions such as Chief Customer Officer (CCO) [...]
Dreambox Launches UAE’s Dedicated Contact Centre
Dreambox has recently launched the UAEs first hosted contact centre providing customer experience solutions aimed at the SME market. Dreambox is responding to the growing demand for hosted services in the UAE – now to include voice and social interaction. The solution, known as C3 (Cloud Contact Centre), is based on a combination of technologies [...]
Mobile Technologies Will Change How Call Centers Serve Customers in the Middle East
According to Interactive Intelligence, expansion of the mobile devices market in the Middle East can turn the business-to-customer communications on its head. Availability of multiple channels of communication on one device, simultaneous access to web and voice services, and contextual information about a customer via mobile applications, will eliminate the shortcomings afflicting call centres these [...]
Growing Use And Functionality Of Call Centres To Be Focus Of Dubai MECC’13 Event
Hundreds of regional call centre, customer service and customer management professionals are gearing up for the annual Middle East Call Centre 2013 (MECC ‘13) show in Dubai from June 3-6 and organizers INSIGHTS report a strong sense of excitement and anticipation building in the registrations received to date. According to Dominick Keenaghan, president of INSIGHTS, [...]
Cloud Contact Centre Solutions: CIO Checklist to Reap Maximum Benefit
The growing popularity of social and mobile channels is driving a paradigm shift in customer communications. Companies are now faced with an imminent contact centre revolution and support professionals are gearing up to engage with customers though social media, blogs, community forums and mobile apps. The tech savvy next-generation customer uses a myriad of devices [...]
dreambox & vocalcom today announce the UAE’s first fully featured Cloud based contact centre.
dreambox (dreambox.ae) and vocalcom (vocalcom.com) today announced a strategic partnership to deploy the UAE’s first cloud based Contact Centre. This is the GCCs first fully featured hosted contract centre based in Dubai serving the UAE market. dreambox is responding to the growing trend for hosted services in the UAE – now to include voice and [...]
Altitude Software Provides Alcatel-Lucent With Next Generation Customer Service Solutions
Altitude Software, a leader in unified customer interaction solutions, today announced it has signed an agreement with Alcatel-Lucent Enterprise to be the strategic provider of key software solutions for Alcatel-Lucent’s next generation customer service solutions for the enterprise market. Altitude uCI™ (unified customer interaction) software suite will enable Alcatel-Lucent to deliver unified interaction management solutions [...]
Interactive Intelligence Releases Enhanced Version of Bay Bridge Decisions™ Product Suite
Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications software and services, has released an enhanced version of its Bay Bridge Decisions™ product suite. Version 3.9 of the contact center forecasting, capacity planning, and analysis product suite has been enhanced to reduce costs and improve customer service. “We added multichannel [...]
Customer Management Strategies Need To Move Up The Regional Corporate Agenda
Customer Management, to the relief of many a dissatisfied buyer, is finally being taken more seriously in the region and the new technologies and best practices involved are set to be major themes of this year’s Middle East Call Centre 2013 show (MECC ’13) in Dubai from June 3-6 According to Dominick Keenaghan, president of [...]
DEWA leads the way in eServices at GITEX
In fulfillment to Dubai Electricity and Water Authority™ (DEWA™) plan and Dubai eGovernment™ strategy to increase the usage of eServices, DEWA is showcasing the latest customer service technologies during GITEX 2012 – one of the world™ top three IICT (Information, Communication, and Technology) exhibitions –this year, which kicks off today in the Dubai Worlld Trade [...]
Keeping Guests Connected — Rotana Group Chooses Avaya to Enhance Customer Service Experience
Rotana’s Mobile App gives customer the option to “click to call” contact customer service through voice or video over wifi and 3G Rotana will be the first hotel in the region to pilot the new technology driven by innovation and customer focus State-of-the-art global contact center capable of handling thousands of calls located in Abu [...]
Interactive Intelligence to Offer Integration with Oracle Sales and Marketing Cloud Service
Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications solutions, is developing an integration between its all-in-one IP communications software suite, Customer Interaction Center™ (CIC), and Oracle Sales and Marketing Cloud Service. “We’re developing our integration to help customers offer more personalized service, while increasing productivity by making it faster [...]
Globitel WFM version 2.1 released
We at Globitel are pleased to announce the release of the new version of WFM (Work Force Management) version 2.1, adapting to regional requirements and needs. This significant update reflects many months of research and development, to improve the system and bring unique and creative features. Some of the new features added are: Prayer distribution [...]
Interactive Intelligence Named among World’s Top 500 Software and Service Providers
Software Magazine has ranked global provider of unified IP business communications solutions, Interactive Intelligence Group Inc. (Nasdaq: ININ), among the world’s 500 largest software and service providers. Interactive Intelligence was ranked 208th this year based on 2011 corporate revenues of $209.5 million, which was an increase of 26 percent over 2010. “This year’s Software 500 [...]
Saudi Arabia CIO Summit 2012 – Interactive Intelligence Demonstrates Revolutionary Contact Centre, Unified Communications and BPA Technology
Interactive Intelligence Middle East, the regional arm of Interactive Intelligence (Nasdaq: ININ), a global provider of unified IP business communications and contact centre solutions, is participating at the Saudi Arabia CIO Summit 2012. The event taking place between 25th- 26th September, 2012 at the Hilton hotel, Jeddah, Saudi Arabia brings together the region’s top CIOs, [...]
Avaya Increases Customer Engagement with Radvision Scopia®
Avaya deploys more than 4,000 Radvision Scopia Desktop and Mobile video conferencing rooms; employees make 35,000 video calls with over 85,000 attendees across multiple devices in first 60 days Deployed in under six weeks, the Radvision Scopia solution delivered immediate savings in travel and IT costs Avaya announced that 35,000 video calls have been made [...]
Advancing Technology in Contact Centres- a Mixed Blessing for Customer Care in the Middle East?
Customer care is constantly reinventing itself as a result of advances in technology. Interactive Voice Response (IVR) technology and directed dialogue applications are becoming increasingly popular, but, in some cases, are doing far more harm than good to corporate brand reputation. Advanced technology in the customer contact centre environment can be a double-edged sword, with [...]
Avaya Enhances Customer Experience Interaction Management Portfolio
Avaya focuses on Customer Experience Interaction Management for next-generation contact centers Avaya delivers new and expanded applications for Mobile, Video and Social Media Interaction Doubles the performance and capacity of the market-leading contact center solution for increased productivity and efficiency Avaya today announced the next step in the evolution of customer service technology with new [...]
RTA Call Centre, Salik Centre scoop two ‘Best Middle East Call Centre Awards’
The RTA Main Call Centre (8009090) won the Best Government Call Centre Award in the Middle East, and the Call Centre dedicated to the Toll Gate System, Salik, 800-SALIK (72545) won the Best Medium Call Centre Award in the Middle East. The two awards were accepted by H.E. Mattar Al Tayer, Chairman of the Board [...]
Insights announces winners in 35 categories for Middle East Call Centre Awards 2012
INSIGHTS, the organisers of the annual Middle East Call Centre (MECC) show, has announced the winners of its 2012 awards, held as part of its show, held recently at the Dubai International Convention & Exhibition Centre (DICEC). Vodafone Qatar dominated the awards with wins in 5 categories including “Call Centre Of The Year”, “Best Internally [...]
Contact Centres in the Cloud: Are Hosted Unified Commmunication Solutions Right for Middle East Businesses?
It’s tough to page through a technology publication today without seeing some mention of “cloud computing.” And it’s no wonder why. Cloud computing is providing scalable, cost-effective resources as a service over the Internet. In this tight economy, that’s a huge value proposition. Shaheen Haque, Territory Manager, Middle East & Turkey at Interactive Intelligence says [...]
Avaya’s Latest Video- and Social Media-Enabled Customer Experience For Public, Private Sector On Display at Middle East Call Centre Exhibition (MECC) 2012
Banks and telecoms providers keen to enhance their customer service through alternative channels will be able to preview the latest video kiosk and social media integration solutions from Avaya, a global provider of business collaboration and communications solutions, at the Middle East Call Centre (MECC) exhibition held at Dubai’s International Convention and Exhibition Centre from [...]
Cupola Teleservices (CTS) recognised again as “Call Centre OSP of the Year”
Cupola Teleservices (CTS) reaffirmed its status as the Middle East’s leading contact centre and business process outsourcing services provider having retained the award for “Call Centre OSP (Outsourced Service Provider) of the Year” at the 2012 Middle East Call Centre Awards organised by INSIGHTS. In addition to receiving the most coveted award at the ceremony, [...]
Interactive Intelligence Releases Gateway, Media Server and SIP Proxy Combo Appliance, Interaction Edge™
Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications software and services, has released Interaction Edge™, a combined gateway, media server, and SIP proxy appliance designed to streamline enterprise IP telephony deployments. Interaction Edge™ provides gateway capabilities enabling connections between traditional trunk lines and voice-over-IP networks, and adds media server [...]
“Bring Social Media into your Business” recommends Altitude Software at Call Center Middle East 2012
Innovative IP Contact Centre Solutions on Display at Dubai Middle East Call Centre 2012 (MECC) Exhibition and Conference Strengthened Partner Ecosystem and Expanding Client Base Fuel Altitude Software Growth and Profitability in MENA Altitude Software, the leading independent global contact centre solutions vendor, today announced that it will be participating at the Middle East Call [...]
Contact Centres in the Cloud: Is a Hosted Unified Commmunication Solution Right for You?
It’s tough to page through a technology publication today without seeing some mention of “cloud computing.” And it’s no wonder why. Cloud computing is providing scalable, cost-effective resources as a service over the Internet. In this tight economy, that’s a huge value proposition. Today, there exists a wealth of hosted Unified Communication (UC) solutions for [...]
REGIONAL ORGANISATIONS SERIOUS ABOUT CUSTOMER SERVICE ARE HEADING TO THE CALL CENTRE SHOW
The annual Middle East Call Centre 2012 (MECC ’12) show is due to open in Dubai at the Dubai International Convention & Exhibition Centre (DICEC) on June 5, and show organizers INSIGHTS are predicting the most useful and beneficial show for visitors in the series to date. According to Dominick Keenaghan, president of INSIGHTS, “MECC [...]
