Contact Center Solutions Featured Article

Altitude Software uCI Suite Supports Growth of Al Hamra's Master-Planned Community

June 03, 2013

Altitude Software, a provider of customer interaction solutions, recently revealed Al Hamra Village has deployed the Altitude uCI suite to power its multimedia contact center to deliver improved customer service and handle the fast-paced growth of Al Hamra’s master-planned community across Ras al Khaimah (RAK).


Altitude uCI suite is a comprehensive customer interaction software solution that enables businesses manage all customer interactions - Voice, VoIP, e-mail, SMS/MMS, fax, messaging or Web - and resulting activities in a unified environment.

The software is designed to speed up operations, while simplifying the contact center management complexity. It increases productivity, reduces operational efforts and helps improve satisfaction levels.

Earlier this year Altitude Software integrated Altitude uCI applications with the latest Cisco Contact Center solutions. With this integration, contact centers can leverage the Altitude uCI customer interaction management suite to deploy a variety of applications and services in a quick and efficient manner.

The contact center software has helped Al Hamra unify customer communications and provide user-friendly customer services with automated and live attendants. 

The partnership has integrated Al Hamra's SAP applications and the Altitude uCI suite to enable agents to personalize customer interactions efficiently. Once residents’ preferences are entered or updated in the system, the information is effectively communicated group-wide.

Al Hamra Village turned to uCI technology as a means to maximize efficiency, differentiate itself on customer service excellence and ensure its continued success in RAK, said Barry Ebrahimy, head of Sales and Marketing at Al Hamra Group.

‘’We wanted to integrate the phone system and our SAP-based applications so as to boost contact center efficiency and customer service levels,” said Ebrahimy. “In addition, we wanted to add computer telephony integration (CTI) to help us increase productivity, optimize call processing and enhance the customer experience.”

The new contact center helped the village increase first call resolution, shorten the time taken to arrange a booking or registering a service request and improving the professionalism of customer service agents. In addition, the average speed of answer - which defines the average time it takes to answer all telephone calls - shortened from 18 seconds to nine seconds just three weeks after the project went live in March.




Edited by Rachel Ramsey



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