Customer Middle East Editor | Apr 11, 2015 | Comments 0
“Achieve a 360 Integrated Vision of the Customer Journey” recommends Altitude Software at MECC 2015
Omnichannel solutions on Display at Dubai Middle East Call Centre 2015 (MECC) Exhibition and Conference
The MENA Market continues to be one of the fastest-growing regions for European Vendor
Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that it will be participating at the Middle East Call Centre (MECC) conference and exhibition to be held in Dubai from May 12 to May 13, 2015. MECC 2015 is widely viewed as the premier regional gathering event for the contact center community in the Middle East region.
Altitude Software has entered 2015 with continued revenue growth reflecting significant increases in contracts with new and existing customers across the Middle East & North Africa region. ‘’We are helping leading companies in MENA, which continues to be one of the fastest-growing regions for Altitude, to get more value from contact centers in terms of revenue generation, cost savings and customer service differentiation,’’ commented Riadh Boukhris, Altitude Software President Middle East & North Africa.
Helping companies to achieve a single view of each customer
Boukhris stressed the importance for companies to Achieve a 360 Integrated Vision of the Customer Journey: “Contact Centers in the MENA region need to unify sales and service through all interaction channels and to achieve a single view of each customer, enabling customer engagement. The final destination must be a 360 integrated vision of the customer journey.’’
This bears out a recent Frost & Sullivan white paper titled “Transition from a Multichannel to an Omnichannel Contact Center World”, which discusses the need for an omnichannel approach and identifies how omnichannel addresses market challenges across different industry verticals.
‘’Omnichannel customer service enables customers to initiate a service request in one channel, and seamlessly transition to another. Thus, an interaction that starts on Facebook can be later handled by email, chat or phone call with all of the relevant context maintained across channels’’ commented Boukhris. “The Altitude uCI solution provides an out-of-the-box integration of all channels with a wide array of benefits, including increased sales volume, first-call resolutions, reduced operating costs and monthly turnover rates”.
Spotlighting market-leading, proven contact centre technology
Altitude will host a seminar session on current trends and opportunities for contact centers in what is today one of the fastest growing contact center markets worldwide. Scheduled on May 13th, 2015 during the MECC 2015 event at the Dubai World Trade Center, the Altitude session shall explore the latest critical success factors for organizations willing to Transition from a MultiChannel to an OmniChannel Contact Center World.
Altitude Software boasts customers in five continents and provides a regional base in Dubai, UAE for the entire Middle East and North Africa region. The European software vendor is specifically experiencing increased demand in UAE, Saudi Arabia, Pakistan and Qatar, which have been the fastest growing MENA markets for Altitude since the beginning of the year. Among MENA customers engaging or renewing their commitment with Altitude Software were Ahmed Seddiqui & Sons (UAE), Al Ahli Bank (Oman), Neuron (UAE), Al Rostamani (UAE), Smartworld (UAE), Focus Point (UAE), National Bank of Oman, CRM Middle East (UAE), Commercialbank (Qatar), STC (KSA), along with another major telecommunications provider in the GCC.
Altitude Software delivers a robust, modular solution that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards. With 12 offices in four continents and a strong partner network, Altitude Software leverages existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership.
For more information about the Middle East Call Centre conference and exhibition to be held at the Dubai World Trade Center from May 12 to 13, 2015, please visit www.insights-me.com