Dubai-based Altitude Software, a leader in unified customer interaction solutions, said it has deployed its uCI suite to power the multimedia contact centre at Al Hamra Village a master-planned community in Ras al Khaimah.

The solution has enabled Al Hamra to unify customer communications and provide user-friendly customer services with automated and live attendants serving year-round residents of the village, holiday home owners or tourists, said a statement from the company.

Al Hamra Village is one of the most prestigious master-planned communities on the shores of the Gulf. It is located along stunning white washed beaches of Ras al Khaimah surrounded by a major golf course, Al Hamra Marina and Yacht Club, restaurants, cafes and shopping malls.

With plans to expand with new properties and venues, Al Hamra Village considers technology a key factor in helping it to maximise efficiency, differentiate itself on customer service excellence and ensure its continued success in RAK.

"In its pursuit of customer service excellence, Al Hamra is consistently looking for ways to be more productive, more efficient, and improve business processes internally to boost customer satisfaction,’’ said Barry Ebrahimy, the head of sales and marketing at Al Hamra Group.

"We wanted to integrate the phone system and our SAP-based applications so as to boost contact centre efficiency and customer service levels. In addition, we wanted to add computer telephony integration (CTI) to help us increase productivity, optimize call processing and enhance the customer experience," explained Ebrahimy.

"To achieve this goal, Al Hamra Village decided to implement a customer interaction management solution in its RAK-based contact centre. After evaluating several contact centre software vendors, the Altitude uCI suite was chosen based on its true multimedia blending capability, reliable SIP server software and out-of-the-box connectors for SAP," he added.

Riadh Boukhris, Altitude Software Mena president said the Altitude IP Contact Centre suite provides the flexibility and scalability companies like Al Hamra need to enhance the quality of service and boost overall customer satisfaction.

"The system also enables Al Hamra to route, queue, and track inbound interactions intelligently and more efficiently. For instance, inbound calls, faxes or emails are directed to an appropriate Al Hamra agent with the right language, necessary skills and knowledge to assist and resolve the resident’s queries," he added.-TradeArabia News Service