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DED implements Altitude contact centre solution

The Dubai Department of Economic Development (DED) has announced the details of its customer contact centre. It will work in partnership with Omnix International and BusinessOne to implement a flexible Altitude Software solution.

The Dubai Department of Economic Development (DED) has announced the details of its customer contact centre. It will work in partnership with Omnix International and BusinessOne to implement an Altitude Software solution that will enable people to contact the department via a wide variety of methods including, email, GSM and SMS/WAP.

“I feel that this great partnership with a leading company like Omnix International will offer an unprecedented opportunity for the people of Dubai to be able to reach out and communicate effortlessly resulting in a more lucrative relationship between people and government,” said Amjad Rahul, director of operations, BusinessOne.

The main aim of the contact centre is to facilitate the development of the private sector through better communication between business and the government. As Rahul indicates, a contact centre is the first step in such a programme that should achieve that aim and lead to a complete customer relationship management (CRM) solution.

The facility will be able to respond to people either by automated means or by operators and integrate the resulting data with any other information held about the client, which will make the system more responsive. The system used is Altitude’s web based system, Unified Customer Interation (uCI) which the company says is ‘reliable, flexible and scalable’.

“Dubai Department of Economic Development aims to offer its citizens secure and convenient services,” said Mohammed Al Abbar, general director. “This is a great opportunity to be able to increase the level and efficiency in which we serve our educated and business-minded public using the latest technologies,” he added.

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