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Altitude Software Addresses Regional Contact Centre Industry Trends

Riadh Boukhris,

Altitude Software, the leading independent global contact centre solutions vendor, today announced that it will be participating at the Middle East Contact Centre (MECC) conference and exhibition to be held in Dubai from May 31 to June 1, 2011.

As the global economy continues to recover, companies in MENA are looking for ways to enhance customer experience, optimize operating expenses and maximize business in real time.

Altitude shall address these demands at MECC this week through showcasing a broad spectrum of contact centre features, including Advanced Campaign Management, Unified Agent Desktop and real time Business Performance Metrics.

Marking Continued Momentum in MENA

‘’The Middle East and North Africa region is a strong candidate to become a hot spot for the global contact centre market and as a result we are significantly intensifying our focus in MENA by expanding our team, strengthening our partner ecosystem and joining worldwide industry knowledge that will enable our users to deliver excellent customer experiences,’’ commented Riadh Boukhris, Altitude Software President Middle East & North Africa.

‘’MECC attracts delegates across various industries in the entire MENA region. As such, it represents the ideal platform for us to demonstrate our knowledge of this industry and the technology that supports it,’’ added Boukhris. Having won over 40 industry awards, Altitude’s proven contact centre software solution boasts over 15 years of outstanding results, across more than 900 customers worldwide.

The European company has been serving the MENA region since 2000, where it has built a solid reputation as a contact centre provider of specialized products and proven methodologies designed to drive a sound return on investment. The fastest growing MENA countries for Altitude since the beginning of the year, with 22 percent growth, were Qatar, Saudi Arabia, Kuwait, Sudan and the UAE.

Altitude’s seminar session on Wednesday June 1, 2011 at 1:00pm The Altitude Software team will share its contact centre expertise in MENA with the MECC 2011 delegates and bring global insight into current trends and opportunities for customer service operations in the region. The Altitude session shall explore the critical success factors for organizations willing to achieve customer experience excellence and to make the most out of business performance metrics, with a special focus on the outsourcing industry.

The Altitude uCI suite allows companies to manage not only the various touch points of the organisation, for both self-service and assisted interactions across voice, email, and web channels, but also enables the company to optimise the long-term value of each customer relationship.

It provides a unified touch point management tool, enabling a consistently unified customer experience across all interaction channels. In addition to this, the product suite is unique in accelerating the creation of services and campaigns, thanks to the unified design studio, routing, dialler, voice portal, desktop front-end, monitoring and analytics.

This month, Altitude announced its victory as “Contact Centre Product of the Year” for 3 consecutive years, as voted by readers of UK-based Network Computing Magazine.

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