Cisco highlights IP contact centre marketplace

Cisco Systems is highlighting the benefits that internet protocol (IP) based contact centres provide to private and public organisations. Speaking at the Middle East Contact Centre (MECC) conference in Dubai, Samer Alkharrat, general manager, Cisco Systems, Gulf and Pakistan, told attendees IP technology is changing the face of communications today.

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By  Angela Sutherland Published  January 29, 2006

Cisco Systems is highlighting the benefits that internet protocol (IP) based contact centres provide to private and public organisations. Speaking at the Middle East Contact Centre (MECC) conference in Dubai, Samer Alkharrat, general manager, Cisco Systems, Gulf and Pakistan, told attendees IP technology is changing the face of communications today. “We see IPCC radically improving the way companies interact with their customers. We are confident now more than even before that more organisations in the region can now benefit from this connectivity,” he adds. Cisco Systems recently announced the implementation of its IP Contact Centre (IPCC) and IP Communications solutions Mobily (Etihad Etisalat Company) and the first 3G-licenced operator in Saudi Arabia. This implementation across Mobily’s corporate network enables the company to deliver advanced telephony and communications services to its customers and employees. The strategic issue organisations are increasingly focusing on is how investment in technology can directly influence the productivity. Optimising the communication channel overall yields a more efficient business process which in turn translates into stronger interaction internally among staff, but also externally with customers and partners alike. The forum will focus on the required functionality and the measurable return on investment companies’ gain when adopting IP based contact centre solutions. “One of the primary benefits of Cisco based IP contact centre solution is boosting communication among employees and with customers in a scalable, flexible and secure manner. As the region continues to competitively grow, IP based infrastructures solutions provide an ideal platform by allowing organisation to adjust to rapid changes in the market place. This vision will streamline communication processes on a real-time basis,” says Alkharrat.

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