Customer Middle East Editor | May 28, 2016 | Comments 0
Innovative Customer Interaction Management Solutions on Display at Dubai Middle East Call Centre 2016 (MECC) Exhibition and Conference
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 at the Dubai World Trade Centre (DTWC) from May 31st to June 1st, 2016. MECC 2016 is widely viewed as the premier regional gathering event for the contact center community in the Middle East region.
‘’The GCC is geared up for a profound transformation with United Arab Emirates Vision 2021, Saudi Vision 2030, Kuwait Vision 2030, Oman Vision 2020, Qatar Vision 2030 and Bahrain Vision 2030. Dubai Expo 2020 is a perfect platform to share the same with the world. The Customer-Service-Elevation for the people to enjoy the right customer service anytime, anywhere is at the heart of this quantum leap towards development,’’ commented Riadh Boukhris, Altitude Software President Middle East & North Africa. ‘’Our commitment to providing world-class omni-channel customer interaction solutions, combined with our privilege collaboration with the leading companies in every sector of the economy from banking to retail gives us a special role and responsibility in the contribution to the great GCC vision.”
Boukhris highlighted the importance for organizations to leverage the potential of big data: “The digital world we live in makes available a significant amount of data at the individual customer level. It is undeniable that a successful analysis of this Data brings valuable insights into customer behavior, enable companies to anticipate trends, and improve customer experience.’’ This bears out a recent survey by ICMI (1) which found 40% of respondents planning to increase the use of customer preferences and interactions data in the short term to improve customer service strategy and operations.
However, even though big data is a goldmine of customer information for companies, most part of them are struggling about what to do with it. The data available at contact centers already translates into metrics such as hold time, rates of abandoned and transferred interactions, costs per call, conversion rates, and more. But the big amounts of data available can be better used to measure and analyze performance with impact on business outcomes and customer loyalty. And the contact center is the department, by excellence, that can gather the knowledge that enable companies to improve the customer journey, in every step.
Exploring the latest critical success factors for organizations willing to boost customer experience
Altitude will host a seminar session at MECC 2016 on current trends and opportunities for contact centers in what is today one of the fastest growing contact center markets worldwide. Scheduled on June 1st, 2016, the Altitude session shall explore the latest critical success factors for organizations willing to boost customer experience and to make the most out of the current Digital Transformation as well as Big Data.
In this respect, Altitude has recently unveiled a new e-book which will be discussed during the MECC event: “How Can Big Data Improve Customer Experience?”, a primer on how big data strategies and solutions can impact contact center metrics, empower agents and help to understand customers, ultimately leading to an increased capability to design the customer journey.
Altitude delivers worldwide the Altitude uCI (Unified Customer Interaction) suite, a robust, modular, customer interaction management software platform. It handles all interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards.
The European vendor has a direct presence in UAE and a strong partner network that covers all country markets in the Middle East & North Africa region, with leading customers such has STC (KSA), AUB Group (Bahrain), NBAD (UAE), Commercial Bank of Qatar, Crédit du Maroc, Dubai World Trade Centre (UAE), AUDI Volkswagen (UAE), ADIB (UAE), ETISALAT, Nestle Waters (GCC) and UBL (Pakistan & GCC). Altitude has a 20-year plus track record of industry recognition and its customer interaction solutions have been included by Gartner in the industry Magic Quadrants since 2004.
For more information about the Middle East Call Centre conference and exhibition to be held at the Dubai World Trade Center from May 31 to June 1, 2016, please visit www.insights-me.com
You can click here to download our Altitude’s latest e-book