Jordan water ministry ups customer care with contact centre

CIC solution from Interactive Intelligence improves service from Ministry of Water & Irrigation

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Jordan water ministry ups customer care with contact centre The Interactive Intelligence CIC has improved customer service for the Ministry.
By  Mark Sutton Published  July 28, 2011

Jordan Ministry of Water and Irrigation (MWI) has improved its customer care with the deployment of Interactive Intelligence's Customer Interaction Center software.

The all-in-one IP-based contact centre solution serves MWI's growing base of two million customers, and provides easier, integrated communications with the organisation.

"Our contact centre is now an effective front-end for quickly identifying the source and nature of caller complaints and referring them to the appropriate directorate for follow-up," said Jordan's Minister of Water and Irrigation, HE Eng Mohammad Al Najjar. "Using CIC, we're confident we can meet our new requirement for addressing all customer complaints within 48 hours."

The CIC solution was deployed by Interactive Intelligence local partner Fourth Dimension Systems (FDS), including the deployment of redundancy systems for business continuity. FDS will also work with MWI to integrate the contact centre with MWI's CRM system and other bespoke applications. The platform is standards-based and offers multichannel capability and functionality for contact centre automation, enterprise IP telephony, and business process automation.

"As a result of our CIC deployment, customers who used to have to visit our office are now able to call us and receive fast assistance with a host of convenient new services, such as water shortages, pollution and water counters complaints among others," said MWI's information and communications technology Director(CIO), Eng Mahmmoud Shloul.

"We chose CIC over competitive products because it gave us a simpler to install and manage system with the broadest set of multichannel applications," Shloul said. "It was also cost-effective and extremely scalable, which was important given our growing base of about two million customers."

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