Procco implements Altitude uCI for world-class contact centre platform and applications

Electronic Solution House (ESH), a certified Altitude Software partner in the GCC, has handled the installation, customization and implementation of Altitude uCI with the telephony system in place.

Procco Financial Services has been established in Bahrain by The International Investor (TII), a leading financial shareholding company in Kuwait.

Licensed by the Bahrain Monetary Agency, Procco provides a full range of Sharia-compliant services and transaction processing, both to TII companies and to others wanting dedicated Sharia- compliant 'back offices' supporting their financial products.

Procco services are based on a Service Oriented Architecture technology platform and its offering includes contract and product management, transaction processing, call centre, risk management, application and data control as well as finance and administration functions.

'Customer satisfaction is a top priority for us and we are committed to improving the effectiveness and efficiency of our customer service operations,' said Benard Wiese, Project Manager at Procco. 'After a very comprehensive search for a solution provider, we partnered with Altitude Software because of the company's expertise in solving demanding, Sharia-compliant contact centre requirements'.

Altitude Script Builder enables Procco to design and manage comprehensive contact centre agent applications which support Sharia-compliant processes

The Bahrain-based contact centre includes capabilities for inbound and outbound customer interactions, email response management, IVR and customer management software.

Additional features include real time monitoring, intelligent routing and web chat.

Furthermore, the Altitude Script Builder tool enables Procco to design and manage comprehensive agent applications which support Sharia-compliant processes.

Sharia compliance means that Procco products and services conform to Islamic law. For example, no interest is charged on retail transactions, goods or services must be acceptable under Islam, and high risk or uncertainty is avoided.

Under Sharia-compliant instalment plans, consumers make monthly repayments over an agreed time period for acceptable products and services.

Altitude Software's award winning Altitude uCI suite combines best-of-breed functionality with a modular, integrated suite of products that enables organisations to handle customer interactions professionally, and optimise agent productivity by providing them with the tools they need to do their job.

Altitude uCI version 7.5 streamlines IT investments and optimizes human resources, providing businesses with a SIP-based multimedia contact centre solution and a wealth of advanced features, including unified desktops, routing, reporting, dialing, voice portal, management and open integration via Web services and/or Altitude connectors.

'Financial Institutions in the Middle East are constantly striving to be more efficient and effective, and with the unique combination of strength and flexibility provided by the Altitude contact centre software suite, Procco is able to leverage that value,' pointed out Riadh Boukhris, Altitude Software Middle East and North Africa President. 'The Altitude uCI solution enables contact centers to reach new levels of productivity, and strengthens any organization's ability to cost-effectively design, deploy and adapt to business requirements'.