Saudi Directline reaches new heights with Altitude Software

The outsourcing company doubled its contact centre capacity in a move to open up its workforce to Saudi women as contact centre agents. The two companies will announce their reinforced partnership during the Middle East Call Centre 2005 conference and exhibition, to take place in Dubai, UAE, on January 16, 2005.

Providing effective customer interaction management services
"We recognize the importance of deploying advanced technology to achieve greater efficiency and cost savings, as well as to provide effective multichannel customer interaction management services," commented Dr. Sulaiman Al Twaijri, Shared Services Director at Saudi Directline. "The decision to strengthen our partnership with Altitude Software is based on the company's ability to provide a scalable and complete solution and its record for responsive technical assistance in the GCC region," he added.

Saudi Directline belongs to the Zajoul conglomerate, which was established in 1994 as a pioneer organisation in the field of communications. Zajoul currently has the largest share in the Saudi prepaid telecommunications market and is one of the leading distributors of prepaid wireless services in the Kingdom. The company is focused on building a diversified telecommunications services portfolio by incorporating an array of business units, such as Saudi Directline, that stand as customer-driven centres of excellence. As an outsourced provider of contact services, Saudi Directline helps companies generate qualified business leads, retain customers, process orders, and consistently deliver a superior level of customer contact. SDL has developed an extensive offering of call centre outsourcing services powered by Altitude uCI using multiple interaction channels and languages, specifically English and Arabic. Saudi Directline currently handles eight major CRM campaigns with a specific expertise on Internet consumer services, public services, and telecommunications.

State-of-the-art technology
''This contact centre extension allows SDL to strengthen their operations and differentiate further their CRM outsourcing services with increased capacity to manage large volumes of inbound and outbound interactions" said Riadh Boukhris, Altitude Software vice President Middle East, Africa and South Asia. "We are very proud to support such a key development involving the creation of new jobs targeting Saudi women."

Altitude uCI is a platform independent contact centre solution with a universal queue and full blended support for voice (inbound, preview, power and predictive dialling), IVR, email response management, Web collaboration and Web chat. Typical business activities powered by Altitude uCI include telebanking, debt-collection, customer services, lead generation and telesales. Since Altitude uCI was engineered to integrate easily with enterprise front office and back-office systems, Altitude uCI delivers significant cost benefits, revenue benefits, and intangible benefits with a limited upfront investment. Altitude uCI not only allows users to achieve return on investment in a limited time frame, but also provides a successful solution to their customer interaction and organisational efficiency strategies.