Oracle opens global support centre in Egypt

Oracle opens Global Support Service Centre in Cairo to cater to EMEA and North American customers

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By  Mark Sutton Published  April 23, 2008

Oracle has officially opened its Global Support Service Centre in Cairo, to cater to customers across North America and the EMEA region.

The centre was inaugurated by Dr Tarek Kamel, the Egyptian Minister for Communication and Information Technology and by Sergio Giacoletto, executive vice president, Oracle EMEA, in a ceremony held last week.

The Global Support Service Centre will host around 520 IT professionals, providing support for a range of core Oracle applications including Oracle's e-Business Suite, Oracle On-Demand, Oracle Advanced Customer Services and the Customer Management Center.

Service Requests are routed using a complex routing algorithm that considers skill sets, knowledge and expertise, language, time zone, availability, work load and so on to ensure that requests are sent to the appropriate agent. Issues can then be resolved either through online interaction with the customer or by phone, with online diagnostic tools to help resolve problems. The centre will be able to handle requests in Arabic, English, French and Spanish.

"Oracle has a strong commitment to developing and expanding its service and support to its global customers and Egypt has increasingly become an important hub for global companies. The official opening of our new global support services centre demonstrates Oracle's understanding of the potential growth of the country," said Giacoletto.

The company has worked closely with the Ministry of Communication & Information Technology to train local people to staff the centre. The majority of personnel are Egyptian, with regional and international experience, and Oracle and the ministry have also trained over 1,000 people in Egypt to Oracle Certified Professional (OCP) in the past year, to further build the skills base in the country.

Dr Kamel commented: "I am delighted to be part of the launch of Oracle's Global Support Services Centre. I also appreciate Oracles efforts to boost Egypt's ICT sector, while recognising and valuing our resources and skills within this sector. Oracle is consistently investing and supporting Egypt's ICT sector through training and education to strengthen our resources, and the new support centre, surely demonstrates Oracle's commitment to bridging the digital divide."

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