Contact Center Solutions Featured Article

Interactive Intelligence adds NCBS as Elite Partner for Saudi Arabia

November 20, 2014

Indianapolis, IN-based customer experience solutions provider Interactive Intelligence is fulfilling its promise of continued expansion of its international footprint through a combination of direct sales and channel partners. The most recent extension of the company’s reach is the recent signing of Company for Business Solutions (NCBS), represented by Eng. Zaid Bin Abdullah Al Shabanat (CEO), as an ‘Elite’ partner. Under the terms of the agreement, NCBS will sell, implement and service Interactive Intelligence’s products and services portfolio across all market segments and verticals in Saudi Arabia. 

The Middle East may not seem like a hotbed of contact center interest, but as recent analyst reports highlight, this is a misconception based on enterprises in the area wishing to have more customer intimacy and the explosive growth of smartphone users in the region looking to interact with trusted vendors. 

In fact, as Mr. Naif T. Bin Hwail, Head of Contact Centre for NCBS says, “The rapidly evolving technology scene in Saudi Arabia has led to the emergence of a new class of consumers who access information and express their views using diverse communication channels. The increasing demands of these customers have compelled call center operators and organizations to evolve quickly and adopt the latest technologies. In addition, the Saudi government’s endeavor to engage with citizens and open new channels of communication with them has led to an increasing demand for contact centre and unified communications solutions and this trend is set to gather pace in the next few years.” 

NCBS is a nice channel up for Interactive Intelligence.  Based in Riyadh, it operates across Saudi Arabia providing Business Process Outsourcing (BPO) services.  CCBS, the contact center division of NCBS has the experience requisite for Elite partner status. It will be relying on it NCBS Technology Solutions and Services division, which is responsible for implementing end-to-end ICT infrastructure solutions, for promoting and implementing Interactive Intelligence’s solutions. 

“The biggest testament of our belief and conviction that Interactive Intelligence’s technology is the best in the industry is the fact that we implemented the company’s Customer Interaction CenterTM (CIC) solution in our new contact centre facility called ‘Direct Calls’ which offers outsourcing services. It was after we experienced firsthand the benefits the technology had to offer that we decided to enter into a strategic partnership with Interactive Intelligence. We see a huge potential for uptake of the company’s solutions in the Kingdom,” noted Mr. Naif. 

“Interactive Intelligence over the past few years has been actively expanding its reach in Saudi Arabia by signing up with local vibrant channel partners and we are delighted to sign NCBS as an Elite partner. The company’s experience and record of success will ensure that we can offer organizations the benefits of working with an expert team in deploying an all-in-one contact centre platform for multichannel interactions. NCBS will play a strategic role in expanding Interactive Intelligence deployments in the country as they are able to offer various models such as premise, outsourcing and hosted (cloud),” concludes Safwat Alshawaf, territory manager, Saudi Arabia at Interactive Intelligence.

Contact center needs are global in every sense of the word from an enterprise perspective but also in terms of where opportunities are emerging.  This latest partnership illustrates that no region can or should be seen as great candidates for state-of-the-art customer experience solutions. 

Edited by Maurice Nagle