Altitude Software solidifies its leadership position in the Gulf region

Altitude uCI is a platform independent contact centre solution with universal queue and full blended support for voice (inbound, preview, power and predictive dialing), IVR, email response management, Web collaboration and chat. Typical business activities powered by Altitude uCI include telebanking, debt-collection, customer services, lead generation and telesales.

Pioneering contact centre outsourcing services in Bahrain
InfoCall was established in July 2004 to provide outsourced contact centre services for the domestic and regional market in the GCC region with a specific focus on serving the IT, public services and telecommunications industries. The company is positioned as the first and only provider of inbound and outbound CRM outsourcing services in Bahrain; InfoCall's objective is to deliver high quality, innovative contact centre services in the region.

"Taking our call centre to the next level enables us to broaden the delivery of services to our customers, and ideally position our recently-launched CRM outsourcing operations in the Gulf region. Bahrain gives us the opportunity to employ a qualified and multicultural workforce in an expanding GCC market with steady growth," said Adel Al Safar, Chairman of InfoCall. Commenting on InfoCall's contact centre software vendor selection, Adel Al Safar added, "After evaluating the contact centre software market, Altitude uCI turned out to be the only solution that fulfilled all of our requirements in terms of functional scope and user-friendliness. Altitude's strong contact centre expertise in the Gulf region is another key reason for our choice."

Pre-integrated contact centre and CRM capabilities
InfoCall is currently implementing Altitude uCI in its Manama-based contact centre, which will include the following functionality:

- A comprehensive CTI (Computer Telephony Integration) that intelligently manages interactions by integrating data from switches and computers, ensuring that InfoCall agents receive the appropriate caller information at the same time as the interaction.

- A front office application to guide agents through dialogs with customers, while managing contacts, controlling interactions and updating databases.

- An email management solution to deliver high service levels for email enquiries.

- An interactive voice response (IVR) which enables customer self service via voice menus and touch-tone phone controls.

- A supervision tool which delivers comprehensive real-time monitoring and performance analysis for campaigns, agents and the contact centre system itself.

- A Web chat and collaboration application to offer human assistance to customers on Web sites.

The Altitude uCI suite is composed of several modules, including self and assisted channels, with natively pre-integrated contact centre and CRM capabilities. Thus, all the way from IVR to routing and from agent desktop to telemarketing scripting, Altitude uCI integrates the full Contact Centre & CRM suite with a single language, one development environment and, therefore, one single vendor and learning curve for InfoCall.

"We are very impressed with Altitude uCI's unique features and look forward to bringing innovative and technologically advanced contact centre solutions to our enterprise customers," said Adel Al Safar. Commenting on the agreement, Riadh Boukhris, Altitude's vice president Middle East, Africa and South Asia said: "Altitude's solutions are renowned for their resilience and flexibility. Today's announcement with InfoCall further consolidates our position as a key provider of solutions for the contact centre outsourcing industry."

Teaming up to meet the unique needs of the Gulf region market
InfoCall and Altitude Software will take a leadership position in the fast growing multimedia contact centre market for outsourced customer support services. This partnership is specifically intended to expand the availability of the Altitude uCI suite in Bahrain as the two companies will jointly market advanced contact centre solutions in the Kingdom.

"The growing customer interaction management market in the Gulf region continues to be a key focus for Altitude Software. With a strong presence in the IT, public services and telecommunications sectors, InfoCall represents an important delivery channel that is in line with our solutions strategy in the region," said Riadh Boukhris. The main objective for the two companies is to offer cost-effective, easy-to-use contact centre solutions that offer world-class capabilities, enhanced scalability and fast ROI.

Altitude Software is positioned as one of the leading independent global providers of contact centre solutions with a fast-growing presence in MEA. This European company boasts customers with more than 60.000 seats in over 50 countries and provides a regional base in Dubai Internet City for the entire Middle East, Africa and South Asia regions.

"Our fast growth in the Gulf region is a true testament to the strong value proposition of our contact centre solution as well as our dedication to customer success," said Riadh Boukhris. Customers in the MEA region include Etisalat/The Contact Centre (UAE), The Saudi British Bank (KSA), American Express (KSA & Bahrain), Pension Fund (KSA), La Poste Tunisienne (Tunisia), Atento (Morocco), Outsourcia (Morocco), Dubai Bank (UAE), Sahm Technologies (UAE), AnswerPlus (Mauritius), Globalcom / SCS-Net (Syria), National Bank of Abu Dhabi (UAE), Shell (South Africa), Global Call Centre (Tunisia), Abu Dhabi Islamic Bank (UAE), BankEuropa (Turkey), Dubai Government (UAE) and Yemen PTC (Yemen).