DED signs Al-Futtaim for new contact centre

Al-Futtaim will deliver Alcatel-Lucent and Genesys solutions for Dubai's DED

Tags: Alcatel-LucentContact centreDepartment of Economic DevelopmentUnited Arab Emirates
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DED signs Al-Futtaim for new contact centre (l-r) Venkat Raghavan, general manager, Al-Futtaim Technologies, Abdulla Hassan, deputy CEO, Shared Services Sector, DED and Philippe Cros, regional sales director, GCC region, Alcatel.Lucent.
By  Mark Sutton Published  March 12, 2012

Al-Futtaim Technologies has been awarded a contract to implement a new contact centre for the Dubai Department of Economic Development.

The 20-agent contact centre, will be based on an Alcatel-Lucent Communication platform, running a Genesys Customer Interaction Management Suite. The solution is intended to enhance customer experience, increase agent productivity and enable seamless collaboration across the DED.

The Genesys system captures, routes, reports and analyses voice, email and other communications to ensure that customers are quickly connected to the best available resource, while also providing customer-related data to agents, so they can better serve the customers.

The solution is also integrated with DED's existing Microsoft CRM, its Trade Application solution and its Alcatel-Lucent PBX.

The contract was signed by Abdulla Hassan, deputy CEO, Shared Services Sector in DED and Venkat Raghavan, general manager - Al-Futtaim Technologies.

Abdulla Hassan said: "The new solution from Al-Futtaim Technologies will optimise each customer interaction offering choice, convenience and an improved service experience to DED customers. The contact centre solution will add further value to deliver seamless and consistent customer service. It will lead to greater customer satisfaction by improving response time and reducing costs. We are delighted to partner with Al-Futtaim Technologies' superior product, technical excellence and commitment."

Venkat Raghavan said: "We are extremely proud to cement our strong ties with the DED that go back 15 years. This contract is a strong endorsement of Al-Futtaim Technologies' capabilities and solutions. The integrated contact centre solution linking Alcatel-Lucent and Genesys has the ability to create value by enhancing customer experience, increasing agent productivity and enabling collaboration across the organisation."

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