Smart Link completes first phase of Saudi NCC
National Contact Centre project to provide multi-channel support for range of KSA government organisations
Smart Link has completed the first phase of Saudi Arabia's National Contact Centre (NCC) project.
The contact centre, also known as AMER, is part of the Kingdom's eGovernment program Yesser, and will provide contact centre capabilities to the Saudi e-Government Portal, Ministry of Civil Service, Ministry of Commerce and Industry, Zakat & Income Agency, Saudi Post and YESSER.
The multi-channel contact centre uses a distributed infrastructure to link two facilities, in Riyadh and Jeddah, which are staffed exclusively by young Saudi men and women.
The NCC is a Tier-1 support centre for beneficiaries of all contracted Saudi government agencies' services through various channels, which is in line with the government's directives to adopt e-government.
The contact centre is based on Avaya enterprise call centre technology, and network and data solutions from Cisco.
Smart Link, part of Al Khaleej Training and Education Group, also created a CRM solution for the NCC, based on Microsoft Active Directory and Microsoft Dynamics CRM.
Eng. Safwan Al-Khatib, senior VP and managing director of Smart Link commented: "We are very proud and honoured to be chosen by the Supreme Supervisory Committee to be a part of this prestigious National Program for e-Government, which is a huge achievement for us. Our primary goal was to achieve and realize YESSER's vision of providing a multi-channelled service platform in accordance with highest international quality standards in unprecedented levels, for which our team spent a lot of time and effort to understand and accurately define the project requirements and configure an advanced solution with technologies from major international companies.
"As a starting point of project implementation and in accordance with the highest international standards and the aspirations of the National program for e-government, Smart Link has led a technical and strategic alliance of world leading companies in the field of multi-channel contact centre solutions development. Additionally we are also working with group of prestigious international quality control organisations, which are qualified in identifying operational and administrative performance quality standards for service interactive facilities."