Omani consortium to develop Gulf Air contact center
Gulf Air’s worldwide contact center (WWCC) is scheduled to open in September 2003, and working towards this goal, the airline has signed a memorandum of understanding to initiate the next phase of the development in the 15 million Bahraini dinars project.
Led by Ahmed Hassan Al-Dheeb, the executive president of the Public Establishment of Industrial Estates, representatives from the all-Omani consortium, which is a joint venture company established by the Public Establishment of Industrial Estates (PEIE), Oman Telecommunications Company and Bahwan CyberTek, met with Gulf Air Vice President Information Technology, Tariq Sultan to finalize and sign the agreement at Gulf Air headquarters last week.
Under the terms of the agreement, the consortium is to provide managed services and technical support in the establishment of the Worldwide Contact Center, which will manage Gulf Air reservations, ticketing, and customer queries from its state-of-the-art premises in the new Knowledge Oasis Muscat (KOM) at Rusayl, Oman.
The range of services falling within the scope of the agreement includes the provision of PABX facilities, IP telephony that supports automatic call distribution, interactive voice response, computer-telephony integration and necessary hardware. The consortium will also provide the email and fax interfaces, management tools, unified messaging and Web chat functionality. — (menareport.com)
© 2003 Mena Report (www.menareport.com)