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Altitude software links up in Saudi

Outsourcing services firm Smart Link has deployed a customer interaction management (CIM) system.

Outsourcing services firm Smart Link has deployed a customer interaction management (CIM) system.

The solution is from Altitude Software and is aimed at improving performance at the Saudi Arabian firm’s Riyadh contact centre.

Local partner Electronic Solution House (ESH) implemented core modules from the vendor’s internet protocol (IP)-based Unified Customer Interaction (uCI) solution, including Altitude Voice and Altitude Script Developer.

Altitude Voice is a voice management application that handles inbound and outbound calls and synchronises data with each call through computer telephony integration (CTI).

Altitude Script Developer allows Smart Link to customise agents’ scripts, contacts and databases for each business campaign handled by the contact centre.

Smart Link’s clients in the kingdom include National Commercial Bank (NCB), Bank Albilad, Fursan Travel and the National Energy Efficiency Program (NEEP).

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