Expanding role of call centre to be main conference theme

The countdown to the annual Middle East Call Centre '07 show has begun and the region's largest gathering of call centre professionals can look forward to a lively and compelling debate on the expanding role of the call centre within regional organisations and how it can best create value to support a company's main goals.

According to Dominick Keenaghan, President of show organisers INSIGHTS, 'We have polled a sample of our forthcoming Customer Contact '07 Conference delegates, and it has emerged that ongoing justification and improvement of the call centre's 'value proposition' are the two most important items on their agendas at present. Some delegates, especially those working in new call centres, are struggling to become more efficient in their operations, whilst the longer established call centres are more concerned with customer retention and loyalty issues because they know that these factors lead to greater corporate profitability. This input has now been fed back to our presenters so that delegates can look forward to exploring and discussing the specific issues that we know are at the forefront of their minds, coming away with some 'right-for-the-region' tactics and strategies on how they can develop their own particular call centres going forward.'

The world's leading contact centre vendors such as Avaya, Altitude Software, Voxtron, Cosmocom and Alcatel-Lucent will be showcasing their latest products and services and they will be accompanied by a host of reseller partners such as Pan Cyber, Future Technology, Intertec, CT Soft and NCR who are adept at integrating call centre products with existing infrastructure and IT systems. Emerging contact centre product categories such as speech analytics, workforce management and performance management will be highlighted by the likes of participating vendors such as Witness Systems, Teleopti, Spescom DataVoice and Globitel, whilst the benefits of Call Centre Outsourcing will be laid out for visitors by both UAE and international-based providers such as Invita, Visitors to the Exhibition can also take advantage of the learning and information-collecting opportunity provided at the in-hall, Application Showcase Theatre. Here exhibitors will take turns to present their latest products and solutions in a 'Free Vendor Seminars' programme that runs continuously throughout the Exhibition opening hours.

The Customer Contact 2007 show is being held on March 27/28 at the Dubai International Convention & Exhibition Centre with leading IP Telephony, Mobility and Contact Centre solutions provider Avaya as the Premium Sponsor.