Contact Centre Featured Article

February 19, 2013

Interactive Intelligence Deploys Contact Center Solution for Muscat Municipality


The Muscat Municipality’s 1111 customer support hotline is now implemented with Interactive Intelligence (News - Alert) Group Inc’s end-to-end contact center solution, Customer Interaction Center (CIC). This integration comes after the municipality realized the importance of making sure it’s call center was available for residents at all times.

“The contact center was formed to ensure better services for the public by all sectors concerned with municipal work,” said Khalid Dawood al Zadjali, assistant director general of information systems at Muscat Municipality.

“The aim of the project was to provide our customers with a means to avail support from varied channels such as the 111 service line, web portal, email, fax, and smartphone apps. For all this to be possible it was absolutely vital to have an integrated end-to-end solution that could handle all the back-end functionalities,” said Zadjali.

The CIC platform gives call centers the ability to blend a multi-channel software platform within their current business systems. After deployment, the company is able to pull real time and historical data, integrate multiple processes in one place, and even migrate data to a cloud-based add-on that prevents downtime and the loss of data and/or applications.

The implementation for Muscat took only 45 days and was carried out by ITON’s team of engineers who were all certified and trained by Interactive Intelligence. The solution that was designed is able to handle an influx of use including round-the-clock service, 500+ agents, and a systematic tracking and handling of customer inquiries – all without needing a system upgrade.

“We are extremely happy with the successful completion of yet another large scale project for Muscat Municipality,” said Muffaddal Nafar, chief operating office EMEA, India, Asia Pacific at ITON. “We will not back the implementation with our top class support services and on-the-fly customizations for evolving requirements. We are confident that the solution will meet both the present and future requirements of Muscat Municipality’s service center and we look forward to working with them in their future endeavors.”




Edited by Brooke Neuman


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