Altitude Software, a leading independent contact centre solutions vendor, today announced that Perfect Presentation, a Middle Eastern outsourcing company, has deployed Altitude Software’s multimedia contact centre solution for world-class sales, marketing and customer service operations. The new outsourcer provides multilingual customer support and contact centre services mainly to the Saudi Arabian and Gulf Cooperation Council (GCC) markets. Electronic Solution House (ESH), a certified Altitude Software partner in the GCC since 2002, has managed the integration and implementation of Altitude uCI with Cisco's IP telephony solution.
Focus on the real estate, food and financial services industries
Founded in 2004, Perfect Presentation provides outsourced call centre services that strengthen relationships, drive new business and boost revenues on behalf of its customers. It is a privately held company based in Riyadh, Saudi Arabia, that specializes in serving the real estate, food and financial services industries. This new outsourcing company is managed by Nasser A. Albassam, Perfect Presentation General Manager, and has key advantages, including:
- World-class technology: Altitude uCI software solution (inbound and outbound call handling, IVR, CTI, scripting tool, web chat and collaboration, real-time monitoring, etc.), Cisco IP telephony infrastructure, centralized data warehouse.
- Multilingual capabilities: English, Arabic and Hindi.
- Management team: a very talented and experienced team.
“Locating our multimedia contact centre in Riyadh gives us access to the largest contact centre market in the GCC region, along with the opportunity to work with some of the fastest-growing businesses and most respected institutions in the Kingdom,” commented Nasser A. Albassam, Perfect Presentation General Manager. The company’s contact centre, with an initial capacity of 30 workstations, serves the KSA market, and can as well provide a near shore offering for clients in neighbouring GCC countries needing an efficient alternative for customer service. Perfect Presentation’s agents are able to provide telesales, lead generation, customer care, appointment scheduling, and technical support services to clients’ customers.
"We needed a contact centre solution that would enable multi-channel communication, and that could be rapidly deployed to meet our aggressive timeframe. Besides, our new campaigns required agent scripting to be easily created and customized," added Nasser A. Albassam. "By using the Altitude uCI suite, our agents have immediate access to scripts and information that allow them to better serve the customer. With this solution, Perfect Presentation is able to offer its clients a powerful combination of exceptional service and sophisticated capabilities to help them profit from their key customer relationships." Perfect Presentation currently manages lead generation and appointment scheduling business campaigns on behalf of one of the largest Real Estate companies in Saudi Arabia. With the new system in place, the outsourcer has significantly automated its inbound and outbound call handling to streamline and increase the productivity of such business campaigns.
Leading-edge contact centre technology
Perfect Presentation’s Altitude-enabled contact centre incorporates the following functionality:
- A comprehensive CTI (Computer Telephony Integration) that intelligently manages inbound and outbound interactions by integrating data from Perfect Presentation’s IP-based telephony network.
- A front office application to guide Perfect Presentation agents through dialogs with customers, while managing contacts, controlling interactions and updating databases.
- A Web chat and collaboration application to offer human assistance to customers on Web sites.
- 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.
"Our world-class solution for customer interaction management is continuing to experience strong market adoption worldwide, specifically in the contact centre outsourcing market segment," said Riadh Boukhris, Altitude Software Vice-President Middle East, Africa and South Asia. "We are delighted that a forward-thinking company like Perfect Presentation is deploying Altitude uCI to boost contact centre performance and service excellence." Altitude uCI is an infrastructure-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. A contact centre using Altitude’s scalable, IP-enabled technology will realize a significant increase in productivity, effectiveness, and quality of service. Ease of integration with third party and legacy applications is a key Altitude benefit, maximizing return on existing investments. "Altitude uCI offers superior reliability and scalability, notably within the CRM outsourcing demanding market segment. We've had a successful 5-year relationship with Altitude Software and the GCC contact centre market, and we look forward to continuing to meet the technology needs of this fast-growing market in the future," concluded Yasser Aoudi, ESH General Manager.
