Regional support for Lebanese IT customers

Trilingual support centre delivers round the clock technical assistance to Computer Associates’ customers in the region.

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By  Sarah Gain Published  February 15, 2005

As part of a multi-million dollar investment in Computer Associates’ (CA) operations in the Arab countries, the company announces the opening of its first regional customer support centre facility based in Beirut under the patronage of Mr. Jean-Louis Qordahi, Lebanon’s minister of telecommunication. “We are glad to have CA hosting its regional IT support centre in Beirut. In fact, CA’s support centre is the first initiative of its kind in the country and is surely a great testimonial of Lebanon’s readiness and competitiveness to be the host of the support centre industry in the region,” says Qordahi. The launch of the support centre is testimony to the value that can be created when businesses, government and local communities collaborate to create economic opportunities according to Gilbert Lacroix, vice president and general manager for CA in the Arab Countries. “We have chosen Beirut to host our support centre thanks to the country’s ability to deliver a pool of multi-lingual graduate talent, its reasonable operational costs as well as its advanced communication infrastructure provided by our local partners in Lebanon, MDS and Telesupport,” he says. Staffed with trilingual professional agents, CA’s support centre will handle customer support calls from all over the Arab world and around the clock through toll free numbers. The Beirut centre marks the software company’s tenth support centre in the EMEA region. Established to serve the Gulf, Levant and North African countries, the support centre will resolve all technical issues that customers and partners might face, as well as serve as a valuable source of information to CA and the communities that the company serves. The support centre is set up to help CA customers get the most out of their investment in CA solutions, bringing a wealth of resources to the company’s customers and partners in the region. It allows the coordination of high-level technical support across the Arab markets via an advanced IT infrastructure, best practices and a trained and qualified staff. The centre will also allow CA to gain a better understanding of its customers' business needs, as well as providing them with a convenient and accessible interface with the organisation. “It all comes down to delivering value to our customers and we are committed to earning their respect as a valued partner,” concludes Dave Winpenny, vice president of EMEA customer support for CA. Having announced its intention to invest in building its direct presence in the Arab world in September 2004, CA signalled a positive change in its strategy towards the Arab countries and CA users in the region. By investing in market awareness campaigns, channel development, and the recruitment of Arab nationals with high qualifications and a deep understanding of the market, the company is now on the verge of finalising the set up of its in-country offices across the region. “CA’s regional support centre is an essential part of our strategy that revolves around building trust in the Computer Associates brand across the communities we work with,” explains Lacroix.

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