RSSRecent stories in "Regional"

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IST Expands Cloud Customer Experience Solution Offering with PureCloud by Genesys

IST, the customer experience technology specialists, today announced that it has expanded its partnership with Genesys, the global leader in omnichannel customer experience and contact center solutions with the addition of the PureCloud by Genesys to its solution offering. Designed to help businesses in the Middle East deliver a consistent, seamless and personalized next-generation customer […]

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Eurisko Mobility Adds AI Bots to its Digital Experience Platform for Banks & Financial Institutions

In exciting news for both financial institutions and their customers, Lebanon-based mobile development leader Eurisko Mobility recently announced the addition of Artificial Intelligence Bots to its Digital Experience Platform (DXP), a cutting-edge solution tailored for banks and financial institutions. Eurisko’s fully customizable bots powers all DXP modules from Daily Banking and Personal Finance Management to […]

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Summer Musings #4 – QA Improvement

And finally, my last summer musing this year, but one which I hope will be of enormous benefit. In our contact centre consulting practice, the most frequent request we get, by far, is to audit an existing QA setup. And guess what, in every single call centre to date, there is not only room for […]

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Summer Musings #3 – New Ideas For Employee Engagement

This time I thought I would diversify somewhat by sharing the thoughts of one of the guest writers at our content partner, Contact Center Pipeline. Business expert, Ryan Hollenbeck of Verint covers the increasingly important topic of “Employee Engagement”, and especially how it is affecting contact centers at present, what actions Contact Center leaders need […]

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Summer Musings #1 – Does Your CSAT Need Fixing?

As we all know, business for many organisations slows down at this time of the year. Most people look to take a break of some description, and a major consequence is that much decision making gets delayed. So far, I am of course stating the obvious. For those who are around, many use this period […]

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IST Recognized by Genesys as Middle East Partner of the Year

IST, the customer experience technology specialists, today announced that the company has been named ‘Middle East Partner of the Year’ by Genesys, the global leader in omnichannel customer experience and contact centre solutions. The award, which was presented to IST at Genesys’ annual CX17 event last month in Brussels, Belgium, recognizes IST for their outstanding technical support […]

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CUSTOMER SATISFACTION REVAMP AT CALL CENTRE SHOW

The annual Middle East Call Centre ’17 (MECC ’17) show takes place May 16-17, and with customers increasingly in control of the buying process, the imperative for organisations to maintain solid customer relationships has never been higher.  As such the main theme for MECC ’17 is ensuring ongoing customer satisfaction. According to Dominick Keenaghan, president […]

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Smart Link Creates Saudi Jobs, Invests in KSA Skills Development with Avaya Contact Center Expansion

Smart Link Contact Centers, a leading business process and contact center outsourcing provider in Saudi Arabia, today announced with Avaya, the completion of an expansion project for its contact center in the Kingdom, with the addition of 600 agent seats creating employment opportunities for Saudi citizens. The company is deploying contact center solutions from Avaya […]

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Excellent Solutions Make Their Transformative Outsourcing ’17 Sponsorship Debut.

When it comes to Manpower and Contact Centre Outsourcing solutions few Saudi companies can match the pedigree and credentials of Excellent Solutions Co. Established in 2004, and with offices in Riyadh, Dammam and Jeddah, Excellent Solutions (ES) has worked with many of the kingdom’s leading commercial and governmental entities such as STC, Zain, Samba, NCB, […]

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Peter Ryan to Speak at Dubai Transformative Outsourcing Conference, May 16-17

Ryan Strategic Advisory is pleased to announce that Peter Ryan will be one of the keynote speakers at the upcoming Transformative Outsourcing conference, which takes place in Dubai on the 16th and 17th of May. ‘I cannot understate my excitement at participating in Transformative Outsourcing, which is likely to be the premier front-office BPO event […]

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MECC ’17 Countdown Newsletter #4

World-Class Speakers To Add Their Authority To MECC ’17 Conference Visitors to the Middle East Call Centre 2017 (MECC ’17) web site at www.insights-me.com/mecc can now view the profiles of the main speakers to be involved in the Main MECC ’17 conference and supporting workshops.  With most of them making their Middle East debuts, delegates […]

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MECC ’17 Countdown Newsletter #3

1. Get Yourself Into A MECC ’17 Mood MECC ’17. as I hope you are aware of by now is from May 15-18 in Dubai. It’s the region’s most significant annual meeting place for call centre professionals and this year, with regional businesses continuing to catch a cold from the continuing down draught of lower […]

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Zain Partners with Flytxt to Enhance Customer Experience

Flytxt, a fast growing customer data analytics software company, announced today that it has entered into an agreement to deploy its Customer Value Management (CVM) solutions for Zain Group, a leading mobile telecom innovator in eight markets across the Middle East and Africa. Flytxt, through its CVM solutions, will deliver deeper customer insights to enhance […]

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MECC ’17 Countdown Newsletter #2

Achieving “Higher Customer Satisfaction” is the main regional contact centre goal. Momentum for the MECC ’17 event, the most important annual meeting for the region’s call centre professionals, continues to mount and with many show details now decided, the show web site of www.insights-me.com/mecc will start to have a much fuller look over the next […]

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Teleopti positioned in the Gartner Magic Quadrant for Workforce Engagement Management

Teleopti, a global leader in feature-rich, employee-focused Workforce Management (WFM) solutions, today announced it has been positioned by Gartner, Inc. as a Niche Player in its 2017 Magic Quadrant for Workforce Engagement Management.* Teleopti had been previously cited in the Gartner Magic Quadrant but this is the first time that the WFM vendor has been […]

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MECC ’17 Countdown Newsletter #1

1. You Won’t Want To Miss This One – MECC’17 – May 16-17, Dubai. The dates for this year’s MECC ’17 event have been set as May 16/17 and, with preparations and planning now in full swing, participants can rest assured that this year’s MECC ’17 show will be both different and more impactful than […]

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Teleopti extends its commitment to innovation with a fourth R&D office following more than 3000 online votes

Teleopti, a global leader in Workforce Management (WFM), announced today that it will be launching a fourth office dedicated to research and development for its software solution. Placing the decision in the virtual hands of the people, an online poll saw over 3000 people vote on where the new R&D office should be located, Gävle […]

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Dubai Land Department Boosts Citizen Engagement with Altitude-powered Contact Centre

Emirates Real Estate Solutions (ERES), the technology arm of Dubai Land Department (DLD), today announced the complete roll-out of the Altitude uCI solution at DLD contact centre to ensure excellence in customer care delivery. A tie-up with Al Rostamani Communications LLC, the leading UAE-based information technology and telecommunications company, has resulted in the successful implementation […]

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Interactive Intelligence Positioned as a Strong Performer for Workforce Optimization Solutions by Independent Research Firm

Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of cloud services for customer engagement, communications and collaboration, has been ranked a strong performer by Forrester Research in The Forrester Wave™: Workforce Optimization (WFO) Suites, Q3 20161. “Our ranking as a ‘strong performer’ underpins the success our nearly 3,000 WFO customers have experienced as a […]

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Eng Safwan Al Khatib receives Lifetime Achievement Award at MECC 2016

Smart Link Contact Centers, a leading business process and contact centre outsourcing provider in Saudi Arabia, announced that Eng Safwan Al Khatib, Managing Director of Smart Link was honoured with Lifetime Achievement Award at the Middle East Call Centre Awards (MECC) 2016 held in Dubai recently. Eng Safwan Al Khatib received the award for his role […]

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Misconceptions to be laid to rest at forthcoming CX forum

INSIGHTS, the region’s leading contact centre and customer experience (CX) specialist, is hosting a much anticipated forum in November with the aim of clearing up the main misconceptions that many organsations currently have regarding the increasingly important business imperative of customer experience (CX) strategies and development. According to INSIGHTS’ president, Dominick Keenaghan, “ the region […]

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Rentalcars.com uses Teleopti technology to support a diverse contact centre workforce of 80 nationalities and 40 languages

Teleopti announced today that the world’s largest online car rental service Rentalcars.com is using the company’s strategic Workforce Management (WFM) technology to create efficient, flexible schedules for nearly 800 sales and customer service advisors to provide a round-the-clock multilingual service to customers in 169 countries Rapid business growth drove Rentalcars.com to replace its original manual […]

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Abu Dhabi Government Contact Centre achieves notable increase in received cases during the first half of Q3

Contact Centre received a total of 40,383 cases in August 2016, with voice calls, email, online chat and City Guard topping the list of most popular contact methods Ten government entities receive the highest levels of user interaction Contact Centre’s continuous success is attributed to ADSIC’s ongoing efforts to provide high-quality government services with easy […]

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Smart Link and Six Clients Sweep Top Honours at Middle East Contact Centre Awards 2016

Smart Link Contact Centers, a leading business process and contact centre outsourcing provider in Saudi Arabia, today announced that it has received two prestigious awards at the Middle East Call Centre Awards (MECC) 2016 held in Dubai recently. Smart Link’s efforts were also recognised as their clients – Saudi Arabia’s Human Resources Development Fund (HRDF), […]

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Content Guru & Teleopti to Optimise Customer Engagement through Exciting New Partnership

Content Guru and Teleopti have whipped up a storm in the customer engagement space with a ground-breaking fusion of best-in-class workforce management (WFM) and Cloud Contact Centre capabilities. With the global customer experience market set to become worth £10.77billion by 2020(1), the move marks a critical juncture in the evolution of the contact centre into […]

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“Wathba Stallions Boosts Customer Experience with Altitude-powered Contact Centre”

The Wathba Stallions and the HH Sheikh Mansoor Bin Zayed Al Nahyan Global Arabian Horse Flat Racing Festival have announced the launch of a best-in-class contact centre in Abu Dhabi. A tie-up with Ibtekkar, a key Altitude channel partner in UAE, has resulted in the successful implementation of the Altitude uCI 8 contact centre solution […]

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Teleopti and Expertflow pool their workforce management expertise to tap new opportunities

Teleopti and ExpertFlow, two leaders in the contact center industry, are pleased to combine their know-how to offer their customers the necessary tools to run their contact center efficiently. Building on 25 years of combined experience, this partnership will further benefit the long list of satisfied customers both companies have in the region. This list […]

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INSIGHTS Awards Night Recognizes Regional Call Centre Excellence

The INSIGHTS Middle East Call Centre Awards ’16 competition reached its conclusion recently in a fun-filled Gala Dinner evening held in Dubai.  The INSIGHTS Awards competition is an annual event that is now in its eleventh year and has seen the competition grow from just 3 winners in 2006 to a multi-faceted format that distinguishes […]

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Teleopti celebrates 10 years in the Middle East

Teleopti is celebrating it’s tenth year anniversary operating in the MENA region. It was in 2006 that Teleopti management team understood the need to expand its business into this fast evolving region, and within a year a representative office was opened. The results quickly exceeded expectations. The company started with just a couple of employees […]

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Contact Centre Technology – The Key To Increasing Corporate Productivity & Reducing Costs?

As a showcase for the future of the Middle East Contact Centre, the MECC ’16 has no regional peer.  New contact centre technologies and subject matter experts, free “state-of-the-industry” education, capable solution providers and innovative outsourcers all abound and you are encouraged to take full advantage to develop yourself personally and to push your contact […]