Call Centre Solutions for all at MECC '08

Not only is it a prime opportunity to understand best practices, trends and innovations at the MECC Conference but it provides the ideal platform for regional vendors to introduce new products and services and for new market entrants to launch themselves or start building brand awareness and credibility.

The former category is headed by Avaya who once again have chosen to be the main sponsor for the event. Avaya do of course deliver "Intelligent Comm-unications" solutions and whilst Contact Centres are the focus of their stand, visitors who also need to explore IP Telephony, Unified Communications and Comm-unications-enabled Business Process will not go away disappointed.

Avaya are of course supported at the show by reseller partners such as Future Technology (FT) and FT will be highlighting their consulting, design and implementation services for call centres, CRM implementations and convergent networks.

Other local and perennial MECC participants include Al Yousuf Computer, Pan Cyber and Rashed Al Makhawi.

Al Yousuf Computer-Communication Division will be showcasing their NEC Phillips, Aspect Software, Advatel and Autonomy product lines and thus best-of-breed enterprise solutions for PBXs, Contact Centre, Workforce Management, Quality Monitoring and Predictive Dialers.

Pan Cyber will be highlighting their ISO 9001:2000 software certification credentials and what they can bring to the table by way of IVR, ACD, CTI, Voice Logging, Workforce Management and CRM from companies such as Voxtron, Sage, Clickfox and Dialogic.

Their systems integration skills will be emphasized as they have done work with all of the major PBX vendors such as Avaya, Mitel, Nortel and Alcatel.

Rashed Al Makhawi can also claim a long and distinguished presence in the call centre market and as well as demonstrating voice recording and workforce management solutions from the likes of Cybertech and Aspect, will be emphasizing their focus.

On the developer side, MECC 08 is once again playing host to a raft of distinguished vendors including Altitude Software, Globitel, Teleopti and Vox Spectrum. Alcatel will be showing the latest version of Altitude uCI (unified Customer Inter-action), a suite targeted at customer service, debt collection, telesales, telebanking and help-desk solutions and which has enjoyed considerable success in the regional banking, telecomms and outsourcing sectors.

Globitel is of course renowned for its regional development of products in Jordan and will be highlighting solutions for quality monitoring, workforce management, agent performance management and speech automated solutions.

Teleopti is one of the world's leading providers of strategic workforce management in contact centres and in renowned for the localization of it's products.

At MECC 08, it celebrates the opening of its regional office in Dubai and will be demonstrating Arabic versions of its products complete with Hijri calendars and allowance for prayer breaks. Vox Spectrum will again be showcasing Voice Logging solutions under the DGVox brand.

The Matrix model does in fact record and archive both voice and data communications be they VoIP, Digital, Analogue, Radio, Mobile, SMS and Fax. Vox Spectrum staff will be explaining why the system is in use by so many regional contact centres, financial institutions, brokers and law enforcement agencies.

MECC 08 will see the debut of many new and soon to be established regional players. On the learning front OnTrac from India will be explaining their training programmes for the Contact Centre industry, and US-founded Interactive Intelligence will be talking about "unified business communication", and how it can deliver value for customers through a solution set comprising of premises-based and hosted offerings of software, hardware, consultancy, support, education and implementation.

Zoom International, originating from the Czech Republic, will be demonstrating multimedia recording and quality management products and how these solutions can be applied to support the corporate decision making process whilst Vocalcom will highlight their 12 years of experience as a develop/integrator of contact centre technology and how they can provide solutions covering all forms of phone, fax, email, internet, SMS and VoIP communication.

Completing the lineup in this category is QPC who are already working actively in th Outsourcing, as the hottest trend in the regional contact centre market at present, is well represented at the show. Perennial MECC participants cts will be explaining how they have doubled in size over the last year and the wider range of services they are now offering from their new 350-seat facility in Dubai Outsource Zone (DOZ).

Another DOZ-based participant but who also have offices in other GCC countries is MENA Business Services (MBS).

MBS has grown quickly too of late and now boasts 600 staff and a market valuation of $150m for their contact centre, transcription and business consultancy services. SpancoGKS, with their Theme Sponsor tag line "BackOffice To Your BackOffice" is also using MECC to announce its expansion in the region, and is a must-talk-to exhibitor if you need to know more about BPO, KPO, non-voice BPO and facilities management services.

Other unique aspects of the show this year include the opportunity for visitors to discuss their requirements with experienced, independent consultants at the Contact Centre Champions stand, a booth set up to discuss regional outsourcing issues, a special, free-to-attend "Everybody's Outsourcing, Why Aren't You?" presentation session in the Application Showcase Theatre each day at noon, and the chance to "test-drive" call centre furniture at the Moda Casa stand.