Saudi-based Outsourcer Maximizes Contact Center Efficiency with Altitude Software

June 20th, 2013 – Altitude Software and INET today announced the launch of INET’s Riyadh-based contact center for world-class outsourcing operations based on Altitude solutions.

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Established in 2001, INET is a leading virtual network operator in Saudi Arabia. The company recently created a Contact Center Outsourcing division to offer outsourced services in the Kingdom with a specific focus on serving the IT, Government and Telecommunications industries. Altitude Software is a global leader in unified customer interaction solutions.

Altitude uCI customer interaction management suite has been deployed at INET to support all of their inbound and outbound services. With the new system in place, INET realized fast efficiency gains that included 72% boost in contact center productivity and 36% reduction in customer service professional (CSP) training costs. Altitude uCI is a robust, modular contact center software suite that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards.

Altitude Software met aggressive contact center timeframe

Commenting on the technology used at the Riyadh-based contact center site, Mohammed Homidan, INET IT Manager said, "we needed a contact center solution that would enable multi-channel communication, and that could be rapidly deployed in Riyadh to meet our aggressive timeframe. We had an extensive look around the marketplace before selecting Altitude as our strategic platform for moving the INET Contact Center Outsourcing business forward.’’

Homidan added ‘’Being powered by Altitude’s solutions allows great flexibility in designing agent desktop applications for our clients and means we can propose an entire suite of customer communications. Altitude Software also has a long track record of success with the most prominent contact centers in Saudi Arabia which gives us great confidence that we’ll be able to exceed our objectives and better serve our customers.’’

Addressing the largest outsourced customer service market in the GCC region

Integrated Networks LLC. (INET) is a private organization founded in 2001, headquartered in Riyadh with branch offices located in Jeddah and Khobar. The company is owned and established by a group of prominent Saudi investors with a vast experience in the ICT industry with a specific interest in managed services. Over the years, INET has developed a reputable position in Saudi Arabia as a leading virtual network operator.

Founded in early 2013, INET Contact Center Outsourcing Business Unit currently manages inbound helpdesk on behalf of a major Saudi Government entity, as well as customer service operations for an IT solutions provider in Saudi Arabia. The outsourcing company is today able to handle various business campaigns including lead generation, inbound customer service, help-desk, appointment scheduling, market research, surveys as well as client retention.

‘’Locating our multimedia contact center in Riyadh gives us access to the largest outsourced customer service market in the GCC region, along with the opportunity to work with some of the fastest-growing businesses and most respected institutions in the Kingdom,” said Tareq Al Sebaie, INET Sales Director.

Delivering performance and rich functionality

INET is today one of the fastest growing contact center outsourcing companies in Saudi Arabia with an expanding portfolio of clients from the Public Services segment.

“Altitude uCI offers a number of competitive advantages for contact center outsourcing companies and INET is taking a leading step forward to boost customer satisfaction on behalf of prominent organizations in the Kingdom of Saudi Arabia,” commented Riadh Boukhris, Altitude Software President Middle East & North Africa. “We are fully committed to their success in implementing the Altitude contact center suite to meet their business performance goals in the Kingdom.”

The Saudi outsourcer takes advantage of several key capabilities of the Altitude contact center software platform, including:

- A fully customizable Unified Agent Desktop application to guide INET agents through dialogs with customers, while managing contacts, controlling interactions and updating databases.

- A comprehensive CTI (Computer Telephony Integration) that intelligently manages inbound and outbound interactions by integrating data from INET’s IP-based telephony network.

- An Intelligent Router to answer, prioritise and intelligently route callers to available agents, and report on all inbound interactions

- An email management solution to deliver high service levels for email enquiries.

- A supervision tool which delivers comprehensive real-time monitoring and performance analysis for campaigns, agents and the contact center system itself.

INET is also looking to take advantage of the extensive Altitude multichannel contact handling capabilities of the platform in the near future, enabling the company to extend its multichannel services through web chat and social media interactions.

About Altitude Software

Altitude Software (www.altitude.com) is the leader of unified customer interaction solutions, managing dynamic contact centers independently of platforms since 1993. With about 1100 customers in 80 countries, Altitude strives for customer satisfaction and is ISO 9001 certified for its worldwide support. Altitude Software has won 50+ industry awards. "Altitude uCI" (unified customer interaction) is a software suite that manages in real time enterprise functions like Customer Service, Help Desk, Collections, Telesales, Surveys, etc. It is unique in accelerating the creation of services and campaigns, thanks to the unified design studio, routing, dialler, voice portal, desktop front-end, monitoring and analytics.

Altitude Software Middle East & North Africa is located in Dubai Internet City, U.A.E, and is leading the multimedia contact center market in those regions. Customers include National Bank of Abu Dhabi (UAE), Etisalat (UAE), G4S (KSA), National Water Company (KSA), Abu Dhabi Islamic Bank (UAE), Al Hamra Village (UAE), Trust (Bahrain), Procco (Bahrain), Ahli United Bank (Bahrain), Pizza Hut (KSA), National Bank of Oman, Advancia (Tunisia), Air Miles (UAE), and Yemen PTC. Altitude Software can be reached at +971 4 391 8880 or emailed to info@altitude.com

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About INET

Integrated Networks LLC is a private organization founded in 2001, headquartered in Riyadh, Saudi Arabia with branch offices located in Jeddah and Khobar. The company is owned and established by a group of prominent Saudi investors with many cross knowledge and experience in the Information and Communication Technology (ICT) industry with a specific interest in managed services. Over the years, INET has developed a respectable experience and a reputable position in Saudi Arabia as a leading virtual network operator. INET is licensed by CITC to provide network operations services and internet services.

In early 2013, INET launched a Contact Center Outsourcing division to offer outsourced services in the Kingdom of Saudi Arabia with a specific focus on serving the IT, National Government and Telecommunications industries. The Riyadh-based INET contact center today provides outbound and inbound teleservices for various business activities including lead generation, inbound customer service, help-desk, appointment scheduling, market research, surveys and client retention. Using the most advanced contact center technology in the industry and qualified customer service representatives, INET is dedicated to helping organisations increase their business performance and strengthen their customer service. www.inet.net.sa

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Added By: Sam Heggie-Collins on 20th Jun 2013 - 12:15
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