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Dreambox, Vocalcom introduce cloud-based contact centre to UAE

Platform includes social and mobile applications

CRM, Business applications, Vocalcom (www.vocalcom.com)

UAE-based contact centre dreambox and Vocalcom this week hosted a seminar, inviting current and prospective customers to experience what the duo referred to as "the first social and mobile app cloud contact centre", Vocalcom Hermes 5.

The product is based on Gartner research that Vocalcom believes shows a growth in third-platform technologies. Dreambox and Vocalcom say they are responding to the growing demand in the UAE for cloud-based contact centres that include social information and mobile applications.

"Dreambox is the first provider in [the] UAE to [provide a] cloud contact centre solution," Vocalcom and dreambox said in a joint statement. "The solution known as C3 (Cloud Contact Centre), is based on Vocalcom's Hermes 5."

Hermes 5 provides a number of high-end features, including speech analytics, mobile customer experience, social media monitoring and business process guidance. It uses a console design intended to allow agents to respond to all support channels, from phone to social media, from a single point on a unified platform that supports all major communication channels.

Ali Kassab, CEO of Volcalcom said: "Contact centre in the cloud marks another innovative step for the UAE market. The cloud-based solutions allow clients to effortlessly manage and configure their contact centre applications, enabling integration to happen in real time. Vocalcom cloud contact centre software radically enhances the speed of our clients' customer service, sales performance and business agility. It has all the features they need to increase customer loyalty and drive better business outcomes."

Mims Talsi, CEO, dreambox said: "This event was a great opportunity for us to empower our relationship with Vocalcom and educate our clients with the latest innovative solutions that we offer. Our vision is to bring our UAE clients features that would normally be out of reach, but are now available thanks to the Hermes 5 and Mobile App solutions available from Vocalcom. Our partnership is based on the growing trends for hosted services in the UAE market and ensuring we provide our clients with best-of-breed technologies."

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