CRM outsourcing first for Syria

Globalcom launches CRM outsourcing services in the Levant powered by Altitude software.

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By  Simon Duddy Published  May 4, 2004

Damascus-based Globalcom will implement Altitude’s uCI software suite to automate its CRM campaigns and enhance customer service levels. “Our vision is to be the regional leader in delivering reliable and cost-effective customer management solutions that are tailored to the unique needs of customers in Syria and the Middle East,” said Rami Habbal, Globalcom executive manager. Globalcom currently provides technical assistance to SCS-net customers, the first privately held Internet Service Provider (ISP) in Syria. With the Altitude uCI suite in place, Globalcom will significantly improve SCS-net’s technical assistance operations by automatically routing and processing support calls. With scheduled 24/7 CRM outsourcing operations, Globalcom specifically needed a robust interaction management system that could easily support high-volume contact management across multiple channels. “We evaluated all of the major contact centre vendors, and Altitude Software clearly distinguished themselves with a pre-integrated product that we needed to launch our call centre operations. Altitude Software is an industry leader, they have significant support capabilities in the Levant countries, as well as a history of product innovation," added Rami Habbal. The Altitude uCI solution will enable Globalcom to quickly launch customised outbound and inbound CRM campaigns for its customers, report the contact results in real-time, and track the overall contact centre activity to produce the most effective and profitable CRM campaigns possible. Besides, as part of delivering its core business of call centre outsourcing, Globalcom will use Altitude’s automated dialler for debt collection, telesales and appointment scheduling campaigns. The use of this technology increases productivity in call centres, since agents spend more time talking to customers or prospects, rather than manually dialling numbers, waiting for calls to go through, or hanging up on busy signals and answering machines. “Altitude Software will play a key role in keeping Globalcom at the top of the Syrian CRM outsourcing industry, ” said Riadh Boukhris, Altitude Software Vice President Middle East, Africa and South Asia. "We are experiencing a growing presence in the Northern Levant CIM market and this new agreement with Globalcom strengthens our leading positioning in this region.” Altitude uCI is a contact centre solution with universal queue and full blended support for voice (inbound, preview, power and predictive dialling), IVR, email response management, web collaboration and chat. Globalcom is an Inana Group subsidiary, a major business development group in Syria whose activities encompass information technology, telecommunications, marketing and advertising. Globalcom opened a 65-seat contact centre in November 2003, specialising in providing CRM outsourcing services such as outbound telemarketing and telesales, appointment scheduling, as well as inbound customer care, technical assistance and corporate helpdesk. The company’s vertical market specialties include ISPs, telecommunications, banking and public utilities.

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