Region's leading Call Centre/CRM show opens Sunday

Show organisers INSIGHTS are predicting that a bumper crowd will show up to take advantage of the free-to-attend exhibition and the accompanying free vendor seminar series that will focus on the latest trends and developments in these fast evolving, customer-service focused market sectors.

According to Dominick Keenaghan, President of INSIGHTS, "the biggest names in the regional contact centre space such as Etisalat Contact Centre, Avaya Communications and Cisco Systems are participating in MECC 2004. They along with many other exhibitors will rolling out their 2004 lineups of new and state-of-the-art services and products. With the emphasis clearly on customer-driven business solutions, MECC show visitors will get the opportunity to view informative demos, talk to subject experts, collect valuable literature and learn all about the latest contact centre technologies and strategies such as IP Telephony, Automatic Speech Recognition, CRM Integration and outsourcing.

MECC 2004 Contact Centre theme sponsor, Avaya Communications, in partnership with the leading outsourcer BUZZ Contact Centre Solutions, is using the MECC show to highlight its credentials and services in the IP Telephony arena and in particular will be demonstrating how to effectively transition from a legacy telephone system to the more flexible IP-based solutions. Synovate, the shows Customer Satisfaction Measurement theme sponsor, will be debuting the proven, automated ViewsCast solution, and explaining the benefits and rapid return on investment of reacting quickly to comprehensive customer feedback data so as to optimize ongoing customer satisfaction. Established UAE solutions vendor, Al Futtaim Panatech, is using MECC to promote it's new regional partnership with CHARMED Telephony Integration, a European-based provider of advanced CTI (Computer Telephony Integration) solutions. Visitors to their stand will be able to test drive the Charmed Call Centre solution working on the popular Cisco Systems IP Telephony platform.

A key theme of MECC is to give show visitors an opportunity to understand and evaluate the latest outsourcing solutions appearing in the market. Etisalat's Contact Centre will be demonstrating the comprehensive range of services they offer and how it has helped them evolve to become the largest OSP (Outsourcing Service Provider) in the market to date. Similarly BUZZ Contact Centre Solutions will be highlighting both the quality and width of their service offerings and how they too are expanding following their successful initiatives in the region's finance sector. Making their MECC debut in this market sector is DIC-based GlobalTech. Boasting an impressive range of outsourcing options, GlobalTech will be emphasizing the cost, quality and control aspects that they are bringing to their outsourcing partnerships.

Elsewhere at the show, contact centre technologies with a proven return on investment profile abound CRM aficionados can check out the latest CRM (Customer Relationship Management) products and legacy systems integration strategies with vendors such as ACCPAC, Altitude Software and Timna Telecoms, whilst speech technologies provider, Emerging Technologies, will be demonstrating Automatic Speech recognition in both English and Arabic. Automation specialist, Intervoice, will also be demonstrating both normal IVR (Interactive Voice Response) and the web-based equivalent known as a voice portal in this rapidly maturing technology sector. ProNet will be highlighting advanced telephone management systems whilst call recording solutions linked to quality assurance may be compared at a raft of vendors such as GlobiTel, Timna Telecoms and Altitude Software.

On the educational side, visitors interested in contact centre qualifications should visit the CIAC and INSIGHTS stands, whilst consultancy, project management and systems integration services may be discussed with one-stop solutions vendors such as Future Technology, The TeleServices Company, ATCOM, RayaTech, Al Futtaim Panatech and Globalstar Telecom. On the PBX front ATCOM will also be highlighting their Ericsson range, Future Technology will feature the Avaya set and Al Futtaim Panatech will highlight both Panasonic and Cisco Systems solutions for different market sectors.