AW Rostamani selects Vocalcom for contact centre
Vocalcom Hermes.Net solution to provide integrated multimedia contact centre for trading group
AW Rostamani Group has selected Vocalcom's contact centre solutions to create a single customer service interface for all of its operations.
The company has activities in a number of business areas, including several well-established multinational brands, and wanted to create a single integrated customer contact service with multimedia capabilities.
The group has selected Vocalcom's Hermes.Net 5.0 software to integrate with its existing solutions. The solution includes disaster recovery, and will cater to a total of 42 agents and supervisors across multiple locations.
The Vocalcom Solution will integrate the existing Oracle forms, database and helpdesk tools into the new solution, allowing the agents to better manage its customer relations across all channels of communication.
Hani Masgidi, Group CRM Manager of AW Rostamani commented: "The demand for better customer management and engagement solutions continues to rise rapidly across the UAE as businesses take advantage of modern technology to accelerate business growth. Vocalcom's client-focused strategy will be a key factor that will enable us to succeed in the UAE market, as it empowers us to deliver added value benefits and greater flexibility for our clients to expand and explore new business possibilities."
Ali Kassab, CEO of Vocalcom Middle East said: "AW Rostamani were looking for a solution that covered all media channels, whether it be email, chat, social media or SMS. Our new Hermes.Net 5.0 version takes advantage of the powerful functionalities of the ‘Hermes.Net' software to offer a range of up-to-date communications tools, including social media, chat and email."
Ali added: "The UAE continues to be a key growth market for contact centre solutions and local and multinational businesses are taking advantage of more efficient, cost-effective marketing and communication channels to boost sales performance. We are delighted that our solution will help AW Rostamani manage inbound and outbound communication across all channels."