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Atheer plans to take customer services to new heights

Saudi ISP Atheer aims to boost its percentage of first-call closures and higher customer satisfaction by deploying a unified customer interaction system from Altitude Software.

In a effort to enhance customer services Saudi-based Internet service provider (ISP), Atheer is deploying a unified customer interaction system from Altitude. The Batelco/Jeriasy joint venture ISP is planning to deploy the Altitude system at a time when it’s also expanding both consumer and corporate Internet services.

With the solution in place the joint venture ISP is looking to boost its percentage of first-call closures, higher customer satisfaction and reduce training time.

“We are committed to our customers, ensuring we provide the best support wherever possible”, says Rashid Al-Snan, executive director, Atheer.
“This is why we wanted a complete eCRM solution that offered us a sophisticated feature set and would integrate with our existing IT infrastructure.”

When the ISP began its search for a suitable CRM solution, it initially feared that it might have to deploy multiple point solutions. However, the associated costs and challenges of integrating these products was off-putting for Atheer.

Rashid Al-Snan adds, “with Altitude Software we will use a single web–based server to handle all of our multimedia contact centre needs and the whole system will easily incorporate our IT infrastructure.”

Atheer will initially deploy two core elements of Altitude’s software portfolio. The uRouter offers unified routing capability, and an IVR (interactive voice response) system. Both systems will enable customers to access support solutions through different customer contact points.

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