Smartworld Launches Cloud Customer Engagement Solutions in the UAE

The new offering leverages the virtualized capabilities of the Altitude uCI 8 platform to deliver Altitude's flagship contact center applications in a cloud-based service model

Dubai-based Focus Point Selects Smartworld Cloud Customer Engagement Solutions

Dubai, May 17, 2015 – Smartworld has selected Altitude Software to Launch the first Cloud Customer Engagement Solutions in the UAE. Smartworld is a joint venture between Etisalat and Dubai World Central. The company is one of the emerging technology companies with an impeccable track record of developing and delivering cutting-edge digital solutions in the region. Altitude Software delivers a robust, modular contact center solution that handles all customer interactions and unifies all touch points throughout the organization.

Enabling UAE companies to focus on customer service while reducing costs

The new Smartworld Cloud Customer Engagement solutions bring to market a high value-added offering, enabling companies in the UAE to focus on customer service while reducing costs and optimizing resources. Hosted within Smartworld data center at Dubai World Central, these are completely customizable solutions that can be up and running within a matter of hours with little to no capital investment. Contact Centers operations are able to scale up or down based on demand, while optimizing resources and saving time and money. Free from IT and communications operational tasks, contact centers can focus on their core business relationships to become more productive and competitive.

"Today in UAE, a vast majority of contact centers are internal. There are large numbers of companies who are unwilling to outsource all or part of their customer relationships and want to keep control of their customer relationships while not managing a call center's administrative constraints. It is this type of organizations that we target through this cloud-based solution, offering the same quality of service and performance while allowing companies to retain control of their customer relationships. Our expertise both in the IT and CRM, combined with our Data Centre expertise allows us to master all the components of this offer," says Mohammed Fouz, CEO of Smartworld.

CRM Outsourcer Selects Smartworld Cloud Customer Engagement Solutions

One key contract won by Smartworld is with Focus Point, the first and only UAE-owned contact center outsourcing services provider with a strong specialization in live telephone interviewing and feedback management services.

‘’Our goal is to provide our clients with the highest quality interviewing and feedback management services at the most cost effective rates in UAE,’’ commented Youssef Ben Beshoosh, Focus Point President & Co-Founder. "Selecting Smartworld Cloud Customer Engagement Solutions as a key component of our contact center operations reaffirms our commitment to incorporating the best technology available to service our customers and ultimately, drive our contact center outsourcing business to new heights," added Beshoosh.

Smartworld Cloud Customer Engagement Solutions enable Focus Point to take advantage of various multimedia contact center capabilities powered by the Altitude Software platform, including:

• A fully customizable Unified Desktop application that empowers contact centre agents to handle all customer related activities
• An outbound dialler that adds intelligence to the dialling process, used in outbound telemarketing, surveys, telesales, scheduled call-backs or collections campaigns.
• A unified queue and intelligent router to answer, prioritise and intelligently route inbound interactions to available agents
• A Management Portal for Real-time contact centre monitoring of business results as well as complete analytics and historical reporting

’We are honored that the Altitude solution was chosen to power Smartworld’s Cloud Customer Engagement offering,’’ said Riadh Boukhris, Altitude Software MENA President. “We bring companies more freedom of choice to benefit from a customizable, flexible technology offer. Altitude uCI has a great track record in reducing operating costs and investments while achieving true customer engagement.’’

Altitude Software has a track record of 22 years of customer and industry recognition and has won dozens of awards for innovation and tangible results with customers in key markets worldwide. The Altitude uCI solution provides businesses with a wealth of advanced contact centre features in about 80 countries worldwide, with a fast-growing presence across the GCC Region. It manages, in real time, enterprise functions like customer service, help desk, collections, telesales, surveys, etc. It is unique in accelerating the creation of services and campaigns, thanks to the unified design studio, routing, dialer, voice portal, desktop front-end, monitoring and analytics.

‘Smartworld are excited to partner with Altitiude to provide a UAE cloud based customer contact centre solution.  This is a rapidly evolving market place and another step in the UAE embracing cloud based services.  We are equally excited to launch this service with Focuspoint, the first UAE-owned contact centre outsourcing services provider, and we look forward to growing with them.’ Said Simon Williams, Sales Director, Smartworld.

About Altitude Software

Altitude Software (www.altitude.com) is a global provider of omnichannel solutions to deliver great customer experiences. Its solutions help companies and organizations unify all customer interactions and become more customer-centric. Altitude uCI (Unified Customer Interaction) is a robust, modular software platform that handles all customer interactions and unifies all touch points, in the contact center and throughout any organization.

More than 300.000 users in 1100 customers in 80 countries use Altitude uCI solutions to manage in real time enterprise functions like Customer Service, Telemarketing, Debt Recovery; Help Desk; Citizen Attention, etc. Altitude Software has a track record of 22 years of customer and industry recognition and has won dozens of awards for innovation and tangible results with customers in key markets worldwide. It has 12 offices in four continents, a 160-strong worldwide partner network and is ISO 9001 certified for its worldwide support.

Altitude Software Middle East & North Africa is located in Dubai Internet City, U.A.E, and is leading the multimedia contact centre market in those regions. Customers include National Bank of Abu Dhabi (UAE), Etisalat (UAE), G4S (KSA), Dubai World Trade Center (UAE), Abu Dhabi Islamic Bank (UAE), Al Hamra Village (UAE), Trust (Bahrain), Qnet (Kuwait), Ahli United Bank (Bahrain), Pizza Hut (KSA), National Bank of Oman, Advancia (Tunisia), Air Miles (UAE), and SNTTA (UAE). Altitude Software can be reached at +971 4 391 8880 or emailed to info@altitude.com

Altitude Software can be reached at +971 4 391 8880 or emailed info.mena@altitude.com

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About Smartworld

“Smartworld is one of the emerging technology companies with an impeccable track record of developing and delivering cutting-edge digital solutions in the region. Smartworld has all the expertise & experience to compete with international companies as the digital service provider and for managed services and data center operations. Backed by highly talented team, Smartworld has successfully carried out deployment and implementation of ICT systems at Dubai Airport & Al Maktoum International Airport and a first-of-its-kind Open and Equal Access Gigabit Passive Optical Network (GPON) at Dubai World Central. The performance of Smartworld as a UAE company is highly inspiring and the company’s growth is driven by its vision of being the top-of-the-league digital service provider to enable digital economic growth.”  Smartworld is ISO 9001, ISO 27001 and ISO 20000 certified.

 www.smartworld.com