Industry supports Contact Centre World 2003

According to Dominick Keenaghan, President of event organisers, INSIGHTS, and the region's leading contact centre educator, "CCW 2003 is destined to witness the largest concentration of regional contact centre professionals seen in the Middle East to date. All have welcomed the inter-related conference themes of people, processes, technology and relationships, and the focus that we are putting on these topics from a regional perspective. For instance, one of the key points we will be exploring is that benchmarking from other parts of the world has limited usefulness in the area, and that most organisations would see much better results by pursuing their own "individuality."

As expected such a decision maker-rich gathering is of great interest to the region's suppliers, and delegates will have the opportunity to inspect a wide range of state-of-the-art solutions and services outside of the conference sessions."

Heading the list of event sponsors is The Contact Centre in Ajman, Etisalat's special contact centre unit. They will be emphasizing their outsourcing services and in particular their wide range of offerings that include overflow call handling, disaster recovery, inbound/outbound sales and automated hosting services.

Also on the outsourcing front, the BUZZ Contact Centre is keen to demonstrate its credentials. BUZZ is one of the fastest growing contact centres in the region, having effectively doubled its staff capacity in the last year, and specializes in finance-related call handling. A state-of-the-art communications system supports the BUZZ operation, allowing clients to enjoy comprehensive campaign reporting and on-the-fly adjustment/tuning as calling volumes dictate.

New market entrant Synovate, a CCW 2003 event Customer Satisfaction Measurement sponsor, is keen to make its presence felt in the region with the launch of its proven VewsCast system. Companies are increasingly listening and gathering customer feedback in order to develop their products and services further and an automated system like ViewsCast allows such input to be collected both by phone and over the web for further consolidation and analysis. The system has proven very successful in other parts of the world and CCW 2003 heralds its debut in the regional market.

Also, with a strong automation story to tell is Dubai Internet City-based Altitude Software. Altitude specializes in the software solutions that allow organisations to aggregate different modes of communications such as voice, IVR, email, SMS, fax, web collaboration etc into a unified communications interface, facilitating response and consistency of message and allowing them to process their customer interactions more efficiently and effectively.

The "soft skills" element of any successful contact centre is receiving special attention at CCW 2003 and a host of consultancy and management development options will be on display for conference delegates. These include consultancy and training services and solutions from new UAE start-up, The TeleServices Company, all of whose services are available in Arabic and English, and the comprehensive range of contact centre certification programs offered by the Call Centre Industry Advisory Council.

The Contact Centre World 2003 (CCW 2003) event takes place from October 12 - 15 at the newly opened Shangri-La hotel in Dubai.