Logica, the global solutions company has awarded a contract to the Saudi Telecom Company (STC) to establish a customer relationship management (CRM) and multi-channel customer contact center for STC's mobile telecoms business.
In 2003, the Saudi Telecoms market will become deregulated, creating a more competitive landscape for its mobile operators. In order to maintain its market leadership, STC will develop a comprehensive CRM strategy. The Logica-developed contact center will be critical to STC's first phase of its overall CRM initiative.
STC will receive several key business benefits from the Logica CRM solution, including the ability to respond faster to customer inquiries and offer round-the-clock support, an increase in STC's efficiency in servicing customer needs, and a single point of contact for customer requests.
The solution will consist of Logica combining three existing call centers in Jeddah, Riyadh and Dammam into one virtual call center, which will ultimately enable STC to decrease costs and increase effectiveness. The initiative enables STC to route calls efficiently to the three call centers, manage call center staff, record voice calls and introduce new channels of communication - including short message service (SMS), interactive voice response (IVR), and fax to its customers. — (menareport.com)
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