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DAMAC connects to customers with Vocalcom

Vocalcom unifies DAMAC’s Contact Center System across all multimedia channels

DAMAC connects to customers with Vocalcom
The Vocalcom solution will increase productivity for DAMAC and allow the company to have more flexibility in the location of its contact centre agents, says Kassab.

Vocalcom, a leading multi-channel Contact Centre Solutions provider for the Middle East and Africa has been appointed by Dubai-based luxury real estate developer, DAMAC Properties as its supplier of choice to enhance its offering to current customers.

DAMAC Properties, established in 2002 as a residential, leisure and commercial developer in the Middle East, will use Vocalcom's Unified Contact Centre System across all multimedia channels catered to each of the property developer's respective business units. The system will also give the organisation access to a contact centre routing strategy as well as incorporating with Siebel CRM system through Computer Telephony integration.

The deal was announced during GITEX Technology Week.

Ali Kassab, CEO of Vocalcom Middle East said: "We are proud to partner with DAMAC Properties, one of the leading luxury real estate developer's in the region, providing them with first-class contact centre solutions. This is the first time we are venturing into the real estate market in Dubai and enable DAMAC to further enhance their customer loyalty and customer satisfaction through the use of an intelligent Contact Centre Application. It will increase productivity for DAMAC's business and a web-based solution that will give them flexibility to have agents located in remote locations as the need arises."

DAMAC were looking for a solution that would not only integrate with its current CRM system but also integrate with multiple business units including sales/leads, collections, facility management and customer relationship management.

With large numbers of agents and supervisors across the organisation, the Vocalcom Solution will allow DAMAC to better serve customers using Multimedia inbound and outbound call facilities, emails, SMS's and faxes. The solution will also allow call recording and reporting of customer interaction, enabling DAMAC to monitor its productivity, thus increasing customer loyalty.

Niall McLoughlin, Senior Vice President of DAMAC Properties added "With competition growing in the real estate sector it was important that we stayed at the forefront of customer service and engagement. Vocalcom's multi-tenant solution will not only empower our agents, but also the business, with access to the contact centre routing strategy. Our clients are at the heart of everything we do and it is important for us to utilise the best technology on the market to ensure our interaction with our customers remains second-to-none."

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