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 at the Festival’s headquarters in the UAE capital.
“We are very honoured to have delivered a unique customer experience-driven contact centre in our MENA region,” said Riadh Boukhris, Altitude Software MENA President. “The Wathba Stallions initiative is a good example of our commitment to make our MENA region a world-leader in Customer-Service for the people to enjoy the right Customer-Service anytime, anywhere.”
The contact centre handles the complete marketing and customer service operations of The Wathba Stallions – the breeding arm of HH Sheikh Mansoor Bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Presidential Affairs and also those of the Festival.
Altitude uCI is a complete customer engagement suite that provides contact centers with the most advanced technology. It helps agents to make a positive impression, boosting customer experience and transforming existing customers into brand advocates.
Bolstering commitment to customer experience with world-class, Abu Dhabi-based Contact Centre
The specialized contact centre handles multichannel customer interactions by telephone, email, fax and Web. The setup has been established at the Mangroves Suites by Jannah in the UAE capital to respond to all queries in five languages. The main customer service & helpline campaigns handled by the contact centre are related to the HH Sheikh Mansoor Festival events that are organized throughout the year across the world as well as The Wathba Stallions horse breeding activity.
Commenting on the fast-growing expansion of the festival, Ms Lara Sawaya, Executive Director of the HH Sheikh Mansoor Bin Zayed Al Nahyan Global Arabian Horse Flat Racing Festival, Chairperson of Int’l Federation of Horse Racing Academies (IFHRA) and Chairperson of Ladies & Apprentice Racing Committees in the International Federation of Arabian Horse Racing Authorities (IFAHR), said “The new Contact Centre has been established to support the global reach of the HH Sheikh Mansoor Festival as well as the expansion of The Wathba Stallions Horse breeding operations; we clearly aim to bring the best to global sport of horse racing and horse breeding.”
“As such, providing exceptional service is a key part of Festival and the Wathba Stallions value offering and our new Abu Dhabi-based contact centre is helping us do exactly that,” she added.
With the Altitude uCI 8 suite in place, contact centre agents are able to have complete customer insights to enable personalized and seamless interactions. The company is also able to intelligently route interactions, automate outbound dialing, as well as utilize real-time performance dashboards.
Semen from the top stallions owned by HH Sheikh Mansoor Bin Zayed Al Nahyan including Mahabb along with his sire, Tahar De Candelon, in addition to Munjiz, Sire D’albret, Mawood, Quazar and Sarrab, just to mention a few, are provided through the Wathba Stallions to breeders around the globe.
A truly unique contact centre deployment in MENA
“Our work with The Wathba Stallions and the HH Sheikh Mansoor Bin Zayed Al Nahyan Global Arabian Horse Flat Racing Festival is a clear demonstration of how Ibtekkar can provide agile customer interaction management solutions to all vertical segments,” said Ahmed Awaad, Head of Operations at Ibtekkar UAE. ‘’I believe the clarity of the vision and the solid functionality provided by Altitude Software was the key to our successful execution of a 15-day contact centre project plan.”