Real soft (Intl) Pvt. Ltd. (RSI) was recently awarded an onsite cum offshore contract by Zain Telecom, one of the largest telecom operators in Middle East. Zain provides mobile voice and data services to over 69.5 million active customers in 24 countries. They chose RSI after evaluating several vendors. This decision was based on RSI’s expertise in CISCO platform, resource quality, reputation in Contact Centre industry and the ability to fine-tune the outsourcing strategy to deliver the required business results at lower cost. The current contract is initially for one year with a fixed price and scope, with possible long-term extension.
Under the current engagement, RSI will provide support for the applications earlier developed by Zain on CISCO Enterprise IPCC technology and CVP. The support primarily includes providing additional functionalities required for serving the customers better. These applications aim to better serve their Wimax, Mobile and Data Service Subscribers, thus allowing the agents to spend their time on more productive troubleshooting of critical issues. With an ever increasing customer base, this engagement will prove RSI’s capability in preventing technical glitches, responding quickly to atypical crisis and participating in varied and growing features as required by Zain for its customers.
In summary, RSI will not only support the application developed by Zain but also will play a major role in maintaining and improving the satisfaction level of Zain’s customers.
