The Middle East Call Centre 2014 Exhibition is slated to run from June 8-9 in Hall 7 at the Dubai International Convention & Exhibition Centre (DICEC) . Visitors can expect to be amazed at the new options available to them to engage with customers more effectively and efficiently whilst simultaneously delivering the increasingly-demanded positive customer experience that enlightened organisations know leads to repeat business and recommendations to other potential customers to do the same.
INSIGHTS’ president Dominick Keenaghan commented, “customer retention and customer advocacy are today’s key drivers for business stability and growth, and the technology options that have appeared of late are both compelling and worthy of immediate consideration by any organization actively pursuing a customer-driven business strategy. Visitors to the free-to-attend MECC ’14 Exhibition will be able to explore and test drive the latest advances in cloud call centres, social CRM, mobile apps, automation options such as speech recognition and biometrics, workforce optimization, performance management, voice of the customer tools, data analytics and a lot more.”
Amongst the market leaders in the call centre space participating at MECC ’14 again this year are international players such as Genesys, Interactive Intelligence and Altitude Software. Genesys specializes in the multi-channel customer experience and has developed a range of products ranging from self-service, assisted service, proactive communications, workforce optimization, and back office productivity which are tailored to meet the demand from contact centers, departments, branch locations, companies and government agencies. Its main deployment options include Cloud, On-Premise and Hybrid. Interactive Intelligence will be highlighting it’s contact center, unified communications, and business process automation software and services whilst Altitude Software will demonstrate real time enterprise service and campaigns for Customer Service, Help Desk, Collections, Telesales and, Surveys where a unified approach is offered for design, routing, dialer functionality, voice portal, desktop front-end, monitoring and analytics.
A particular highlight of MECC ’14 will be the advances being made in speech recognition ( also in Arabic), text-to-speech and voice biometrics. Here companies such as Nuance Communications will be showcasing human-like, intelligent self-service solutions that empower human agents to adapt to the needs of people instead of the other way around. Using natural language understanding, speech and biometric speaker recognition and conversational technologies, customers get what they need in a more simplified manner – whether it is via voice, web or mobile – intelligent self-service solutions are available to deliver solutions how, when and where customers want to engage.
A host of other specialist technology providers such as SESTEK (speech technologies), Globitel ( customer interaction management), Noda ( open source voice solutions) and Teleopti ( strategic workforce management) will also be at MECC ’14 showcasing their latest products and services; they will be complemented by the key players in many implementations, the systems integrators, and here MECC ’14 will feature established regional players such as Intertec, Pan Cyber and Servion. If ever, someone wanted to get up to speed quickly on the latest “customer engagement” strategies, ideas and technologies, then MECC ’14 on June 8/9 is the place to be.
More About MECC 2014
The MECC ‘14 show is organized by INSIGHTS, and is widely acknowledged as the premier call centre and customer management event for the region. The 2014 version takes place June 8 – 9 at the Dubai International Convention and Exhibition Centre (DICEC) and comprises the MECC ‘14 Conference & MECC ’14 Exhibition. The former offers the region’s top call centre and customer management professionals a unique, expert-led forum to get up-to-date with the industry’s latest trends and developments, gain fresh ideas and contacts, discuss common issues, and re-invigorate their current development plans. The INSIGHTS Middle East Call Centre Awards 2014. event is also a key attraction of MECC ’14 for the industry’s top performers.
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