ADDC to demo Vocalcom’s contact centre upgrades at GITEX
July project now in full swing; tech event visitors can watch enhancements in action
Abu Dhabi Distribution Company (ADDC), a subsidiary unit of Abu Dhabi Water and Electricity Authority (ADWEA), has announced it will stage a live demo of its enhanced Customer Contact Centre (CCC), which was recently upgraded by Vocalcom Middle East, at GITEX TECHNOLOGY WEEK 2014.
The five-year contract, announced in July this year covered a project to shift the CCC to the cloud by introducing Vocalcom’s Contact Centre Software All in One IT solution to “align service levels with business and regulator expectations”.
“The project is a part and parcel of ADDC’s plans aimed at upgrading the centre to be our main customer services provider within the few coming years, consequently reducing queue time at our customer services centres and turning them into mere supporting facilities,” said Saeed Al Siwaidi, acting MD, ADDC.
The refreshed system is bilingual (Arabic and English), has multiple channels, handles inbound and outbound calls, and has quality monitoring and reporting capabilities. It also provides IVR and self-service automation, knowledge management, workforce management, real-time speech analytics, agent scoring, customer satisfaction surveys and business process automation, and can be aligned with the ADDC’s e-services systems.
“We are excited at the prospect of working with ADDC and providing them with Vocalcom’s Contact Centre Software All in One solution, where agent experience and workspace are customised according to the different services to uplift their capabilities and provide the right answer, first time on any device,” said Ali Kassab, CEO of Vocalcom Middle East.