Altitude Software, the leading independent global contact centre solutions vendor, today announced its participation in the Middle East Contact Centre 2010 Exhibition and Conference to be held May 12-13, 2010 at the Dubai World Trade Centre.
‘’The contact centre industry in the Middle East is emerging from the global downturn relatively unscathed. Of course, some contact centre operations downsized in order to reduce costs, but the majority seem to have understood that sacrificing the level of customer care was a faster way to lose money than that gained from cutting staff; hence, most companies instead focused on customer retention tactics,’’ commented Dominick Keenaghan, President of show organizers Insights.
Business performance metrics: the new frontier for contact centres
Riadh Boukhris, Altitude Software MENA President stressed the importance of business performance metrics as the new frontier for forward-thinking contact centres: ‘’It is key for contact centres in the Middle East to deliver business performance metrics, achieve real time legal compliance, connect customer interactions to business processes and integrate new channels, such as social media.’’
‘’There are many business indicators that help position the contact centre as a revenue generator and a customer satisfaction enabler instead of focusing exclusively on efficiency and costs. Such indicators include the activation of contracts, recovered debt or first call resolution,’’ added Boukhris.
Maintaining the regional industry’s growth momentum
‘’While the economic downturn has seen some retrenchment’’, Boukhris commented that ‘’at the same time new contact centres in the entire MENA region and from various market segments have continued to emerge to meet the ever-growing demand for customer service and support, thus maintaining the regional industry’s growth momentum.’’
Among the MENA clients engaging in a relationship with Altitude Software during the first quarter of 2010 were companies from diverse market segments, such as a major water utility company in the Middle East, a fast-growing telecommunications provider in MENA, one of the largest car dealers in Saudi, a financial institution in Kuwait as well as a KSA-based travel agency. Altitude Software (altitude.com) has specifically experienced increased demand over the past 2 quarters in Kuwait, Tunisia, Saudi Arabia, Yemen, Algeria, Sudan and the UAE, which have been the fastest growing MENA markets for Altitude with an overall growth of 15 percent.
Altitude’s seminar session on Wednesday May 13 at 2.30pm with Blue Mena
The Altitude Software team will share its contact centre expertise in MENA with the MECC 2010 delegates and bring global insight into current trends and opportunities facing organizations in the region. The focus of the Altitude session will be on how to implement successful processes for managing and leveraging customer interactions across the enterprise and make the most out of contact centre business performance metrics. This seminar session will be presented jointly with Blue Mena Group Limited, Altitude’s channel delivery in MENA, focused on helping Customer Services to reach operational performance and process- excellence.
The Altitude uCI (Unified Customer Interaction™) suite has a ten year plus track record of outstanding results in contact centres worldwide, having won over 25 industry awards for innovation and performance in the last few years. The solution provides businesses with a wealth of advanced contact centre features in about 60 countries worldwide, with a fast-growing presence in the GCC region. The Altitude uCI suite architecture is unique to the industry with a single language and editor to all media interactions, simultaneously and in real-time, on IP-PBXs and/or traditional PBXs.