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CRM, Other Oracle Functions Chosen for Egypt's Natgas

February 05, 2008

Raya, an IT firm working in the Middle East, was chosen to help with the Oracle e-business suite for Egyptian gas provider Natgas, serving "human resources, financial, logistics, and CRM functions," Raya officials say.


The Natgas network transports and distributes natural gas to domestic, commercial and industrial clients in 6th of October City, Salam & Nahda city, Kafr Eldawar city, Damanhour city, Agamy city, West Alexandria and Borg EL-Arab.

Natgas adopted Oracle to "cope with technological advancement in all industries and to acquire easier functionality," according to Natgas officials. The Oracle suite is intended to let Natgas improve customer services by getting operations and delivering the service more effectively, empowering the effectiveness of internal operations within the company, integrating the finance and operations functions, and streamlining the purchasing, inventory and general ledger, Natgas officials say.

The Raya team customized a new module for the letter of credit and set all the integration points with purchasing, inventory and general ledger modules, offered an enhanced cycle of CRM operations and assured quality.
 
Last year Piraeus bank signed with Cairo-based Raya Contact Center to handle its customer care program. Piraeus was expanding its scope of operations to include in-sourced 24/7 customer service center to the bank.

Specifically, Piraeus wanted to use the Raya Contact Center to handle various customers' disclaimers and inquires in "a professional, efficient, and effective way." Support would include customer inquiries on loans, credit cards and other financial packages.
 
"By this step," Piraeus officials say, "the bank is aiming at acquiring a high class customer care catering for a variety of retail and corporate banking customers." Raya officials say they'll provide "a world of real time business analysis based on CRM (customer relationship management) applications."

The Raya Contact Center has achieved ISO certificate four years in a row, company officials say. The company has acquired a new building with a telecom infrastructure which "accommodates more than 800 seats, to be able to provide its services to a larger customer base in Egypt and abroad."

Khaled Shash, Managing Director for Raya Contact Center, said the expansion in the contact center sector overall is due to the increasing demand on its services especially from companies operating in the USA and Europe.
 

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David Sims is a contributing editor for ContactCenterSolutions. To read more of David’s articles, please visit his columnist page. He also blogs for ContactCenterSolutions here.



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