Contact Center Solutions Featured Article

Interactive Intelligence Implements Contact Center Solution for Muscat Municipality

February 19, 2013

Interactive Intelligence (News - Alert) Group has completed the implementation of an end-to-end contact center solution for Muscat Municipality’s 1111 customer support hotline.

The contact center solution is based on Interactive Intelligence’s Customer Interaction Center (CIC), and was implemented by its partner, ITON, as a part of the ITON eService platform.

Khalid Dawood Al Zadjali, assistant director general of information systems at Muscat municipality, said, “The contact center was formed to ensure better services for the public by all sectors concerned with municipal work. The aim of the project was to provide our customers with a means to avail support from varied channels such as the 1111 service line, Web portal, E-mail, fax and smartphone apps.”

Muscat Municipality will now be able to take up critical improvement measures based on customer feedback surveys, speech analytics interaction and screen recording. The solution can also be scaled to meet the demands of the city as it can accommodate 500+ agents without upgrades.

The service, which handles a huge volume of calls per day, is reportedly backed by technology that enables the systematic tracking and handling of each enquiry or complaint. Complaints are resolved according to Service Level Agreements (SLA) immediately.

Contact center agents leverage the bi-lingual interface pop-ups to support residents, service providers and others in the language of their convenience. In addition, the CIC software-based solution provides fax and SMS support, call recording and advanced workforce management.

Shaheen Haque, territory manager for the Middle East and Turkey at Interactive Intelligence, said, “Among an exhaustive list of requirements put forth by the customer were bi-lingual support, high scalability, access through multiple channels and seamless integration with existing systems. All of these are inherent in the CIC platform, which is why our solution, bundled with the eServices platform from ITON, was selected from among 16 other proposed solutions.”

The ITON eServices platform integrates with the Customer Interaction Center seamlessly, as well as with Muscat Municipality’s IT infrastructure, including Enterprise Resource Planning (ERP), Customer Relationship Management (CRM) and Geographic Information System (GIS), to enable an integrated and optimized solution.

Recently, Yardi Systems, a company that designs, develops and supports software for real estate investment management and property management, picked Interactive Intelligence’s unified IP business communications software to support its four distributed contact centers in Irving, Texas; Colorado Springs, Colorado; Cleveland, Ohio; and Cluj-Napoca, Romania.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Putting the 'I' in IVR with Virtual Assistants

There are countless reasons for calling customer service centers. Too often, the result is a virtual interaction that multiplies the negative experience with the brand and gives IVR a bad name. [ Read More ]
10/22/2014

jobs4america Records 16,080 Net New US Contact Center Jobs Created in Q3

jobs4america is a coalition of forward-looking business leaders committed to creating jobs in America. [ Read More ]
10/21/2014

Dialogic IMG 2020 Now Avaya Compliant

Dialogic Inc., a Network Fuel company, recently announced that its IMG 2020 Integrated Media Gateway is now Avaya compliant. The solution is now compatible with Avaya Aura Experience Portal 7.0, Avaya Aura Communication Manager6.3 and Avaya Aura Session Manager 6.3 as an integrated media gateway. [ Read More ]
10/21/2014

Sitel to Create 300 New Jobs

Sitel, a global customer care provider, recently announced its plans to strengthen the staff at its customer care call center in Hamilton, Alabama. The company will hire 300 professionals to offer inbound customer support for its new client. [ Read More ]
10/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!