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Microsoft, Alcatel's Joint CRM, Contact Center Offering in UAE
[May 30, 2006]

Microsoft, Alcatel's Joint CRM, Contact Center Offering in UAE

TMCnet Contributing Editor

Al-Futtaim Technologies, the Al-Futtaim Group company that represents Alcatel (News - Alert) Enterprise Solutions and Microsoft (News - Alert) Business Solutions in the UAE, has announced the launch of integrated customer relationship management (CRM) and contact center product, based on the formal alliance between Microsoft Corp. and Alcatel, for the UAE market.

According to AME Info, a regional company news consolidator, the product is primarily for midsize companies with contact centers of 25 to 150 agent positions.

The joint offering uses Alcatel’s OmniTouch Contact Center Premium Edition developed on Microsoft Windows Server System, Microsoft SQL Server 2005 and Microsoft Dynamics CRM 3.0.

It integrates the Genesys Gplus Adapter for Microsoft Dynamics CRM 3.0, which enables voice interaction management for both Internet protocol (IP) and traditional circuit switched telephony and multimedia – Web, e-mail, fax, what have you.

Under the new agreement between Microsoft Corp. and Alcatel, the two companies recently launched its go-to-market activities for the UAE through Al-Futtaim Technologies, the sole distributor for both of them in the UAE.

The product is being billed as offering “greater optimization” and simpler configuration and installation processes for fast implementation of plug-and-play, out-of-the-box business applications.

If you want to do this kind of business in the UAE you pretty much have to deal with the al-Futtaim Group, as they’re the biggest business conglomerate in the country.

They’ve recently embarked upon a program of “Emiritization,” recruiting young Emirati talent in “several positions across its wide portfolio of companies,” according to company sources.

David Sims is contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.


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