Altitude Software powers Zajoul to deliver world-class customer services

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.

Delivering business benefits
Through the deployment of Altitude uCI, Zajoul already has achieved a first-year ROI of over 150%. This customer interaction management solution has indeed resulted in a 91% rate of telephone interactions answered within 20 seconds, a 38 percent overall improvement in customer satisfaction and a 48 percent reduction in operational costs. The company recently created a new business unit, Saudi Directline, to position itself in the Kingdom of Saudi Arabia as a major CRM outsourcing provider.

"Altitude's responsive local support and strong CIM technology address our evolving business needs and are a key reason for our long-standing relationship," said Marwan S. Al-Muhaisen, Business Development Director at Zajoul. "Our multimedia contact centre is an absolutely critical part of Zajoul's strategy to enhance customer service, retention and profitability. One of our objectives at Zajoul is to set new standards in customer service in the Middle East by maximizing every customer interaction to extend customer loyalty and value."

A pioneer communications company in Saudi Arabia
Zajoul for Advanced Communications Technology (www.zajoul.com) has been established since 1994 as a pioneer company in the field of communications. The company is licensed to be a GSM services provider for SIM and recharging cards in the Kingdom of Saudi Arabia and has the largest share in the Saudi prepaid telecommunications market (67% from the prepaid calling cards). ZACT is aggressively investing in a diversified telecommunications services portfolio by incorporating an array of business units that stand as customer-driven centres of excellence. Thus, Zajoul is a fast-growing Internet Service provider (ISP) since 2001 and also has achieved significant growth in the retail market with one-stop-shops for telecommunications products and services (i.e. mobile and PDA handsets & accessories, prepaid calling and internet cards, Mobile SIM cards, activation and recharging cards).

Saudi Directline, Zajoul's recently created CRM outsourcing business unit, helps companies generate qualified business leads, retain current customers, process orders, update databases, and consistently deliver a superior level of customer contact. Saudi DirectLine has developed an extensive offering of call centre outsourcing services with the Altitude uCI suite, all of which are available using multiple communication channels and multiple languages, specifically English and Arabic.

"We clearly decided to extend our existing relationship with Altitude Software based on Altitude uCI's unique Interaction Lifecycle Management feature; all the way from IVR to routing, and from agent desktop to telemarketing scripting, Altitude uCI integrates the full Contact Centre suite with a single language (Altitude Scripting Language), one Development Environment, and therefore one single vendor and learning curve for us," said Yasser Al Rakhis, contact centre manager at Zajoul. "After researching the CIM marketplace, we realised that no other solution had such a differentiating feature in the industry."

Customer satisfaction is key
Zajoul handles over 800.000 interactions per month in its Riyadh-based contact centre, which has a 50-agent seat capacity with 90 Interactive Voice Response (IVR) ports. Prior to implementing Altitude uCI, customers calling into Zajoul's contact centre were handled manually. With the new contact centre software solution in place, Zajoul is today able to route, queue, and track inbound interactions intelligently and more efficiently. The new system also allowed a 100% increase in the number of daily contacts in the outbound telemarketing campaigns of Zajoul. The automated reporting for both outbound and inbound interactions has enabled Zajoul's agents to better handle interactions with the enhanced ability to make real-time business decisions. Agents are indeed prepared with strategic customer information in order to deliver more personalized service and increase customer satisfaction. Besides, with Altitude's IVR module callers are able to serve themselves using touch-tone phone and voice menus either in English or Arabic, which has allowed Zajoul and its subsidiary Saudi Directline to answer a significant number of additional calls without increasing resources.

"We are pleased to help Zajoul offer World-class customer service by using the Altitude uCI suite in its Riyadh-based contact centre," said Riadh Boukhris, Altitude Software Vice President, Middle East, Africa and South Asia. "Altitude's reliable and cost-effective contact centre software suite continuously provides companies with a total solution for managing all of their contact centre needs to achieve their business objectives."