RAK Al Hamra Village improves customer contact with Altitude
Al Hamra Village rolls out Altitude contact centre management solution
The Ras Al Khaimah Al Hamra Village tourism and residential development has deployed Altituide unified contact centre management solution to improve customer service for tenants and guests.
The Altitude uCI suite will be used to handle calls for apartment bookings, maintenance requests and payments, and will ensure better routing of calls to the relevant person, automation of some processes and monitoring of calls.
The company said that it receives several hundred calls and emails per day, and previously there was no solution to manage them, creating a time consuming and error-prone process. It selected the Altitude uCI suite because of its multimedia blending capability, reliable SIP server software and out-of-the-box connectors for SAP.
The solution is integrated with Al Hamra's SAP applications, so that agents are able to personalise customer interactions efficiently; and once residents' preferences are entered
The project also includes the deployment of the Altitude Voice module, a voice management application that provides intelligent handling of inbound and outbound calls and seamlessly synchronizes relevant data with each call through CTI.
Barry Ebrahimy, Head of Sales and Marketing at Al Hamra Group said: "With the new system, we have managed to increase first call resolution, create consistency in our incoming call management and make our multimedia contact centre operations far more effective. Thus, the quality of service at Al Hamra has improved significantly, with more than 92% of first call resolution rates. In addition, the average speed of answer - which defines the average time it takes to answer all telephone calls - has shortened from 18 seconds to 9 seconds just 3 weeks after the project go live in March 2013.
"In addition to providing a single suite of integrated contact centre capabilities, Altitude also provides a local support presence across the United Arab Emirates. These points made Altitude a clear winner as it matches with our plans to expand our contact centre in other departments within Al Hamra group," he added.
"We are very honoured to be selected by Al Hamra Village and we are looking forward to supporting the RAK-based master-planned community in its growth and customer service goals," said Riadh Boukhris, Altitude Software MENA president. "The Altitude IP Contact Centre suite provides the flexibility and scalability companies like Al Hamra need to enhance the quality of service and boost overall customer satisfaction."