Sage Software, the leading global supplier of ERP, CRM and HRM solutions to medium and large organisations, has inked a strategic agreement with Voxtron Software Solutions, an international group specialising in delivering contact centre software with aims to offer robust, customised solutions for call centres in the UAE. As a result of the alliance, SageCRM, an easy-to-use, fast-to-deploy on-site solution that allows enterprise-wide access to vital customer information, will now be offered as an integrated solution with Voxtron’s IVR, ACD, email, Chat, Fax, SMS and Dialler modules.
Given the strength demonstrated by the UAE’s call centre industry amidst the recession, Sage Software and Voxtron are setting their sights on the prospects within the Gulf, with focus on helping call centres improve operational performance, create and retain customers, and raise customer advocacy by utilising new technologies. With Voxtron’s products serving as the basis for tailor-made solutions designed to improve the interaction with their customers, and Sage Software’s expertise in providing real solutions that boost organisations’ efficiency and competitive advantage, the partnership will enable both companies to offer pre-integrated Screen POPS, Preview/Predictive diallers, SMS/Chat/Fax and email integrations to regional call centres.
“We aim to support the continuous growth of the UAE call centre industry, whose potential has shone in the face of the massive challenges during the global crisis where it has remained one of the most stable sectors in the massively affected regional market,” said Reggie Fernandes – Sales Manager Gulf Region, Sage Software Middle East. “In line with our commitment to provide call centre companies in the UAE with real solutions that can help them achieve better returns, our partnership with Voxtron will ensure a rapid and maximum ROI while addressing their every requirement. By offering a comprehensive range of customised customer interaction solutions for call centres in the region, we anticipate significant opportunities to open up in this segment.”
Merging sales and marketing with customer care through the call centre, Sage Software and Voxtron’s CRM-based customer interaction solutions can take over various communication tasks such as skill-based routing of incoming phone calls, mails, faxes and web-chats; conferencing and recording; and intelligent routing for service organisations, including 24/7 support and time based escalation systems. Leveraging Voxtron’s powerful and flexible communication capabilities, the solutions are highly scalable to match the customers’ requirements, thereby making them ideal for quality outbound contact centres and custom IVR projects.
“Collaborating with Sage Software allows us to work with an ideal CRM product that goes very well with our strategy of offering cost effective integrated contact centre solutions to regional clients. SageCRM is user-friendly and feature rich yet very easy to use and deploy, and customising or developing applications on this platform is definitely quick and hassle-free. Through this, we will be able to develop a solution that can help call centres/Help desks facilitate emotional and business transactions simultaneously, which can directly impact customer loyalty,” concluded P.Thomas, CEO, Voxtron Middle East.
Voxtron was launched in 1994, and is headquartered in Belgium, with offices in over ten countries. The company’s software has been installed thousand fold on various PABX manufacturers’ systems, including that of leading companies such as Cisco, Avaya, Alcatel, Nortel, Siemens, NEC, Panasonic etc. With over 25 partners in the region, Voxtron aims to push SageCRM across its network in the region, along with its most popular applications including call and contact centres, IVR solutions and Diallers. As the initial joint initiative undertaken by the new partners, both have participated at the recently concluded ‘Middle East Call Centre ’10’ (MECC ’10) Conference and Exhibition in Dubai, where they underlined the capacity to build and support long-term customer satisfaction and loyalty of the ‘SageCRM’ solution.