Interactive Intelligence 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.