Customer Middle East Editor

Altitude Software to demonstrate world-class contact centre solutions to MECC 2013 delegates The European Company Marks Continued Momentum with the…

Unified IP 7.1 release honored for exceptional innovation Solution delivers simple and flexible interaction management, creating a highly differentiated multichannel,…

Companies are using newer technologies to interact with their customers at all stages, ranging from discovery, evaluation, purchase, accessibility, usage,…

“Many organizations in the region are excited about the self-promotion potential of Social Media and in particular how the medium…

Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications software and services, today announced its…

There is a growing trend to migrate from premise-based contact center platforms to hosted or “cloud” based solutions (aka, SaaS…

The “HAIR ON FIRE” DAYS of alarms and emergency back-up staff running into the center to log into the ACD…

Globitel, the global provider of advanced telecom solutions, introduced today The ”Visual Voicemail” solution, as part of its Unified Solution…

For those of us who like welldefined boundaries, social media is problematic. As individuals, we may prefer to keep our…

Where have the simpler days gone? This is a common plea in the contact center. Selfservice, an explosion of contact…

Opportunities for growth in the Middle East insurance market are abundant. According to David McLean, Chief Executive of the Middle…

To support the region’s strategic growth and meet increasing market demand for Telecom and Customer Care industries, Globitel, a leading…

It’s no surprise to business leaders that mobile is increasingly the device of choice for consumers—though many have not anticipated…

“Contact Centre technology is evolving rapidly to both make customer interactions more effective and experiential but also in helping organizations…

Dreambox has recently launched the UAEs first hosted contact centre providing customer experience solutions aimed at the SME market. Dreambox…

According to Interactive Intelligence, expansion of the mobile devices market in the Middle East can turn the business-to-customer communications on…

Hundreds of regional call centre, customer service and customer management professionals are gearing up for the annual Middle East Call…

The growing popularity of social and mobile channels is driving a paradigm shift in customer communications. Companies are now faced…

dreambox (dreambox.ae) and vocalcom (vocalcom.com) today announced a strategic partnership to deploy the UAE’s first cloud based Contact Centre.  This…

Altitude Software, a leader in unified customer interaction solutions, today announced it has signed an agreement with Alcatel-Lucent Enterprise to…

  In 20 years of consulting and hundreds of projects, I have seen some typical scenarios play out in client…

You have just survived the contract engagement process with your vendor. Sometimes that process can takes months to complete. Now…

I don’t like the sound of 2013. It has an ominous ring to it. When good things happen, they rarely…

  Technology is the great enabler for contact centers to achieve their operational goals for service effectiveness and efficiency. So…

I just got a new mobile phone. It’s a Samsung Galaxy S III, which is supposed to be stateof- the-art…

We recently got rid of our landline, and I bet many of you have already done the same, or will…

Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications software and services, has released an…

Customer Management, to the relief of many a dissatisfied buyer, is finally being taken more seriously in the region and…

  Contact center operations has long been interested in cloud contact center solutions to compensate for scarce IT resources and…

My father often sang a song to my mother entitled, “When Your Old Wedding Ring Was New.” The lyrics went…