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InfoCall serves customers with Altitude

Altitude Software, the contact centre solutions vendor has implemented its Unified Customer Interaction (UCI) suite for the Bahrain-based InfoCall, contact centre’s outsourcing operations.

Altitude Software, the contact centre solutions vendor has implemented its Unified Customer Interaction (UCI) suite for the Bahrain-based InfoCall, contact centre’s outsourcing operations.

InfoCall provides both outbound and inbound tele-services for various business activities including lead generation, inbound customer service, help-desk, appointment scheduling, market research, surveys and client retention.

Established in July 2004, the company is targeting the GCC region with a specific focus on serving the IT, public services and telecommunications industries.

“Taking our call centre to the next level enables us to broaden the delivery of services to our customers, and ideally position our recently-launched CRM outsourcing operations in the Gulf region. Bahrain gives us the opportunity to employ a qualified and multicultural workforce in an expanding GCC market with steady growth,” says Adel Al Safar, chairman of InfoCall.

“After evaluating the contact centre software market, Altitude UCI turned out to be the only solution that fulfilled all of our requirements in terms of functional scope and user-friendliness. Altitude's strong contact centre expertise in the Gulf region is another key reason for our choice,” adds Safar.

The Manama-based contact centre's implementation includes CTI (Computer Telephony Integration) tools that manage interactions by integrating data from switches and computers, ensuring that InfoCall agents receive the appropriate caller information at the same time as the interaction.

The Altitude UCI suite is composed of several modules, including self and assisted channels, with natively pre-integrated contact centre and CRM capabilities. Thus, all the way from IVR to routing and from agent desktop to telemarketing scripting, Altitude UCI integrates the full contact centre and CRM suite with a single language, one development environment.

Typical business activities powered by Altitude UCI include tele-banking, debt-collection, customer services, lead generation and telesales.

It includes a front office application to guide agents through dialogs with customers, while managing contacts, controlling interactions and updating databases. The e-mail management application handles high volume e-mail enquiries, while the interactive voice response (IVR) enables customer self service via voice menus and touch-tone phone controls.

Other modules of UCI offer supervision services for real-time monitoring and performance analysis for campaigns, agents and the contact centre system itself. The web chat and collaboration apps offer human assistance to customers on web sites.

“The growing customer interaction management market in the Gulf region continues to be a key focus for Altitude Software. With a strong presence in the IT, public services and telecommunications sectors, InfoCall represents an important delivery channel that is in line with our solutions strategy in the region,” says Riadh Boukhris, Altitude’s vice president Middle East, Africa and South Asia.

The two companies plan to jointly market advanced contact centre solutions in the Kingdom and expand the availability of the UCI suite.

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