Altitude Software, a global technology leader of contact centre solutions for Unified Customer Interaction™ (uCI), Sunday announced that Riadaa, a fast-paced provider of outsourced contact centre services in Saudi Arabia, has implemented the Altitude uCI suite to more effectively manage large volumes of inbound and outbound interactions, as well as to integrate telephony, fax, Web collaboration and email systems from one single software suite. Since the Altitude uCI suite was deployed in November 2004, Riadaa has experienced a 60% reduction of waiting times, a boost in first call resolution rates from 42% to 89%, and a significant decrease in call abandonment levels from 29% to under 4%. Altitude uCI is a platform 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.
Founded in 1998, the Riadaa Group is a major player in the GCC services industry, providing a comprehensive spectrum of services including mail tracking, loan & credit card selling, security, ATM care, warehouses distribution and maintenance services. In September 2004, Riadaa launched a new business unit called International Contact Company (Etisal), specialized in the provision of call centre outsourcing services to various sectors including financial institutions, manufacturers, and retailers. The company provides customer acquisition and customer care services such as telesales, market research, help desk, debt-collection and satisfaction surveys in addition to taking orders and handling complaints.
Ahmed Moharrak, Riadaa’s General Manager, underlined the strategic importance of Etisal’s recent launch: “with this new call centre outsourcing unit, we are now able to meet our clients´ CRM requirements in all areas, and from this strong platform our objective is to grow rapidly and be one of the leading outsourcers in the GCC region”. Established in Saudi Arabia, Riadaa serves prestigious customers through its offices in Jeddah, Riyadh, and Dammam. “To meet our aggressive objectives in terms of services and revenue, we needed a reliable and flexible solution capable of handling multiple CRM campaigns in real-time, as well as enhancing the quality and productivity of our recently-launched call centre outsourcing operations," added Mohammed Al Sager, CEO of Riadaa.
Commenting on Etisal's contact centre vendor selection, Mohamed Eissa, Riadaa Business Development Director said: “we constantly strive to deliver world-class service and we knew Altitude’s technology was the clear choice to help us maintain that level of service.” He also stated: “The solution had to be flexible and modular, enabling us to easily and cost-effectively add additional functionality, such as Web chat and Web collaboration capabilities, as our contact centre needs evolve.”
