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Altitude, SmartLink Announce Saudi Deal By David Sims TMCnet Contributing Editor Altitude Software, a vendor of contact center products for Unified Customer Interaction, has announced that Smart Link, Inc. an outsourcing provider in Saudi Arabia, has implemented the Altitude uCI product to boost the performance of its contact center located in Riyadh, Saudi Arabia. The project is with Electronic Solution House, a contact center firm in the Middle East and a certified Altitude Software partner since 2001. Altitude uCI is a Customer Interaction Management product that's billed as enabling organizations to "improve contact center productivity while increasing customer retention and revenue generation," according to company officials. Altitude uCI provides support for voice (inbound and outbound), IVR Founded in 2005, Smart Link, Inc. is an outsourcing contact center for all inbound customer service and support, outbound lead generation, telemarketing, SMS, fax and Web chatting. It is a joint venture of two giant business groups in Saudi Arabia, Al Khaleej Training & Education and Al-Alamiah Training & Education. Smart Link's client list includes organizations in the Kingdom such as NCB, National Energy Efficiency Program, Saudi SCT, Sama, Fursan Travel and Bank Albilad. "At Smart Link, Inc., we focus on the relationship building aspect of working with our clients, while using next-generation and proven contact center technology. World-class contact center outsourcing service is, and will remain, our main goal," said Safwan Al-Khatib, Executive Director, Smart Link, Inc. "Our objective is to be the Middle East's number one contact center outsourcing provider, offering service at world standards of quality," said Badr O. Al Nasser, CEO, Smart Link, Inc. With scheduled 24/7 CRM outsourcing operations, Smart Link, Inc. needed "a robust contact center system that could easily support high-volume contact management across multiple channels," officials said, settling on Altitude uCI. Last month Altitude announced the availability of Altitude uCI 7.5, the latest release of the contact center suite. The Altitude uCI 7.5 is the latest release of the contact center software with fifteen years of service. The latest release enables contact centers to" embrace change, profit from virtualization, increase productivity and grow proactive customer service practices," according to company officials. According to a recent study published by tech researchers Gartner, multisite organizations in industry verticals such as the financial services sector are "consolidating their use of contact center technologies -- focusing on improving service delivery, while optimizing the costs associated with customer interaction." This has evidently driven a focus on "more effective use of established technology through improved desktop applications delivery, better initial call screening, more use of scripted customer interactions, self-service automation and multichannel contact management," according to their "Magic Quadrant for Contact Center Infrastructure, EMEA, 2006" report written by Terry Wright, Steve Blood, Bern Elliot last March. David Sims is a contributing editor for TMCnet. For more articles please visit David Sims' columnist page. |
