Al-Futtaim Technologies offers contact center solutions based on Microsoft and Alcatel alliance

Primarily for midsize companies with contact centers of 25 to 150 agent positions, the joint solution will bring together Alcatel's OmniTouch Contact Center Premium Edition developed on Microsoft® Windows Server System™, Microsoft SQL Server™ 2005 and Microsoft Dynamics™ CRM 3.0, Microsoft's newly launched customer relationship management solution.

Integrated with this offering is the Genesys Gplus Adapter for Microsoft Dynamics CRM 3.0, which enables voice interaction management for both Internet protocol (IP) and traditional circuit switched telephony and multimedia (Web, e-mail, fax, etc.).

Under the new agreement between Microsoft Corp. and Alcatel, the two companies recently launched its go-to-market activities for the UAE through Al-Futtaim Technologies, who are uniquely positioned as the only distributor for both of them in the UAE.

The first activity was a seminar that was held at Shangri La Hotel in Dubai. This will be soon followed by several other activities such as customer forums and partner engagement events that will focus on co-channel development, education and training, and certification for Microsoft Dynamics CRM 3.0.

"For the UAE market, we are surely enthused as we represent both companies and this alliance will be of great benefit to our existing and new customers of this region. With the promise of enhanced efficiency in agent productivity and customer experience, we look forward to providing this solution not only in the UAE but also into new markets, such as Pakistan, where AFTECH has already been successfully established,'

said Mr. R. Muralidharan, General Manager, Al-Futtaim Technologies.

With Microsoft's premier technologies and Alcatel's leadership in call center solutions, the new relationship will deliver solutions that will help customers lower their total cost of ownership, realize greater return on investment, increase agent productivity, and provide an enriched and more personalized customer experience across all points of contact center interactions.

The combined solution basically ensures greater optimization and simplifies configuration and installation processes for fast implementation of plug-and-play, out-of-the-box business applications.

Microsoft Dynamics CRM 3.0 is a complete customer relationship management solution that provides all the tools and capabilities needed to create and easily maintain a clear picture of customers from first contact through purchase and post-sales.

With modules for sales, marketing and customer service, Microsoft Dynamics CRM delivers a fast, flexible and affordable solution that drives consistent, measurable improvements in every business process, enables closer relationships with customers, and helps achieve new levels of profitability. Microsoft Dynamics CRM can be implemented and managed in on-site, hosted and hybrid environments.

Alcatel OmniTouch Contact Center Premium Edition is designed to be immediately and intuitively operated by contact center staff, namely managers, supervisors and agents. Designed for contact centers with 20 to 150 agents, the solution provides an easy-to-use and role-based fully graphical interface — the Visual CC — dramatically reducing the training costs and time to customer value between implementation and the first call answered by an agent.

Visual CC offers visibility and control at every stage, from design to operations through real-time, color-coded interaction and call flows.