Interactive completes Oman call centre rollout

Muscat Municipality now using II’s CIC solution for customer support hotline management

Tags: CRMInteractive Intelligence Inc (www.inin.com)Oman
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Interactive completes Oman call centre rollout Muscat Municipality, Muscat, Oman.
By  ITP.net Staff Writer Published  February 18, 2013

Interactive Intelligence Group Inc today announced the implementation of an end-to-end contact centre solution for the management of Muscat Municipality's 1111 customer support hotline, based on II's Customer Interaction Center (CIC).

The solution was proposed by Interactive Intelligence's partner, ITON, who implemented it as a part of its ITON eService platform.

"The contact centre was formed to ensure better services for the public by all sectors concerned with municipal work," said Khalid Dawood al Zadjali, assistant director general of information systems at Muscat Municipality.

"The aim of the project was to provide our customers with a means to avail support from varied channels such as the 1111 service line, Web portal, email, fax and smartphone apps. For all this to be possible it was absolutely vital to have an integrated end-to-end solution that could handle all the back-end functionalities."

Commenting on the selection process, Shaheen Haque, territory manager, Middle East & Turkey at Interactive Intelligence said, "Among an exhaustive list of requirements put forth by the customer were bi-lingual support, high scalability, access through multiple channels and seamless integration with existing systems. All of these are inherent in the CIC platform, which is why our solution, bundled with the eServices platform from ITON, was selected from among 16 other proposed solutions."

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