Vendors release contact centre package

Three technology vendors have joined forces to offer a contact centre and customer relationship management (CRM) package in the Middle East.

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By  Patrick Phelvin Published  January 27, 2004

Three technology vendors have joined forces to offer a contact centre and customer relationship management (CRM) package in the Middle East. HP, Cisco Systems and Altitude Software launched the initiative during the second day of Dubai’s Call Centre and CRM exhibition. The package uses a combination of technology solutions to meet the requirements for a complete high-end or mid-range contact centre. Packaged Call Centre is a scalable and resilient IP contact centre solution with voice, interactive voice response (IVR), e-mail, web collaboration and chat modules. The whole package combines HP Consulting and Integrated services, Cisco’s IP Contact Centre solution (IPCC) with Altitude Software’s CRM software. HP is a Gold-certified Cisco Channel Partner and also the first Middle East company to have achieved Cisco’s advanced technology provider (ATP) status for the deployment of Cisco IP Contact Centres. “HP is the first company in the Middle East to hold Advanced Technology Partner (ATP) status for the deployment of IP Contact Centres. This offering represents a major strategic move for HP as we reinforce our market-leading presence in the Financial Services market,” says Mike Smith, General Manger for HP Services Middle East. “We have had a tremendous response to our test marketing of this contact centre package. Each of the companies involved recognised the unique approach necessary to this regions market, and have collaborated to bring the best that each has to offer in a very appealing and efficient way. There is no reason why this initiative cannot be repeated around the world.” Two bundles are being offered by HP, Cisco IPCC Enterprise for companies employing 100 agents and above and Cisco IPCC Express for smaller organisations. Both bundles contain Altitude’s CRM application software, Cisco Call Manager, Cisco IP Intelligent Voice Response (IP IVR), Voice Gateways and IP Telephones. The IPCC Enterprise bundle also includes extra features to enable multi-channel communications services, such as e-mail, web collaboration and chat.

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