Mellon spreads its wings in Egypt with Altitude Software

The new 100-seat facility complements Mellon's strong presence in European countries such as Greece, Bulgaria, Romania, FYROM, Serbia, Albania, Cyprus and Poland. "Mellon Egypt is uniquely positioned to meet the needs of organizations in the MENA region to enhance their CRM," said George Theodossiou, Managing Director of Mellon Egypt. "We are offering a proven portfolio of outsourced contact centre and BPO services as well as cutting-edge transactions solutions that enable our customers to boost their business performance."

Egypt poised to become the next offshore outsourcing hot-spot

Riadh Boukhris, Altitude Software vice President Middle East and North Africa stressed the importance of this key expansion: "This new contact centre in Egypt allows the Mellon Group to strengthen its operations and differentiate further its CRM outsourcing services in one of the world's fastest growing and most promising contact centre outsourcing markets. We are very proud to support such a key development in the MENA contact centre outsourcing marketplace."

Major analysts agree that Egypt is poised to become the next offshore outsourcing hot-spot. The country's numerous foreign language skills and low labor costs specifically put Egypt in a strong position to compete with the Indian sub-continent. "Mellon Egypt represents a significant milestone for the geographical growth strategy of Mellon Group of Companies, marking our entrance in a new continent and an 80 million people market," noted Stefanos Karapetsis, Executive Director, Mellon Group of Companies. "Mellon Egypt is a great challenge for us, as we will be competing with large local and international companies in a big financial market. We are positive that our extensive experience from all the countries in which we operate and our compelling offering, will constitute a considerable competitive advantage and a growth driver for our subsidiary in Egypt."

Kick-starting Mellon operations in MENA

Mellon Group of Companies already operates several Altitude-powered contact centres in fast-growing South Eastern European cities such as Athens, Thessaloniki, Sofia, Bucharest, Warsaw, Belgrade and Skopje. The new Cairo-based contact centre went live in April 2007 and was fully deployed by Mellon IT team in only one week. The Altitude uCI suite was specifically implemented on top of a Cisco IP telephony PABX.

Altitude uCI is a Customer Interaction Management (CIM) solution that enables organizations to improve contact centre productivity while increasing customer retention and revenue generation. Altitude uCI provides a full blended support for voice (inbound and outbound), IVR, email, Web collaboration and chat. The solution has a ten year plus track record of outstanding results in contact centres worldwide, having won 25 plus Industry Awards for Innovation and Performance in the last few years. Altitude's new uCI 7.5 release includes a number of innovative features that strengthen the contact center's ability to embrace industry-wide change. Native IP supports distributed operations - including home-based and remote agents - streamlining IT investments and optimizing human resources.

"Altitude's highly flexible and reliable contact centre technology address our evolving business needs and are a key reason for our strong relationship," commented George Aravanis, Technical Business Development Director, Mellon Group of Companies.

"Working with the number one outsourcing technology specialist in MENA is important to kick-start our operations in the region. Altitude uCI specifically provides the ability to easily and quickly design all kinds of business applications in any language such as Arabic, be it for inbound or outbound campaigns, across multiple channels."

"We already have a fruitful business development relationship with Mellon, having worked closely with them in numerous contact centre and CRM projects throughout Europe. With this new Altitude-enabled contact centre in Egypt," concluded Mario Silva Pereira, Altitude Software Executive Vice-President Global Professional Services, "we are now expanding our partnership to the booming MENA region".