VOCALCOM, a leading multi-channel Contact Centre Solutions provider for the Middle East and Africa was appointed to integrate AW Rostamani’s existing contact center solution with its new Effortless Contact Center software to connect agents to customers through the agent console and deliver amazing service on every channel. AW Rostamani chose the Vocalcom contact center solution with its disaster recovery system for its Multichannel Customer Contact Management System which covered its multiple sites, each with its own business processes. Vocalcom universal queuing enhances contact center performance, as agents handle multiple contacts simultaneously and quickly access customer context information from one agent console. All while delivering fast customer service from anywhere with Vocalcom Effortless Contact Center.
Ali Kassab, CEO of Vocalcom Middle East said, “AW Rostamani were looking for a contact center solution that covered all media channels, whether it be email, chat, social media or SMS. Our new effortless contact center edition takes advantage of the powerful functionalities of the Vocalcom contact center software to offer a range of up-to-date communications tools, including social media, chat and email.” Ali added “The UAE continues to be a key growth market for contact center solutions and local and multinational businesses are taking advantage of more efficient, cost-effective marketing and communication channels to boost sales performance. There are many different size companies, but sales reps at every size company share one common goal — the desire to be a top performer. From the small business to the large enterprise, we have solutions to help sales reps everywhere increase pipeline generation, reduce sales cycles, and improve win rates. We are delighted that our solution will help AW Rostamani manage inbound and outbound communication across all channels.”
With a total of 42 agents and supervisors across the group, the Vocalcom Effortless contact center solution will integrate the existing Oracle forms, database and helpdesk tools into the new solution, allowing the agents to better manage its customer relations across all channels of communication, build customer loyalty. increase first call resolution and improve customer satisfaction.
Hani Masgidi, Group CRM Manager of AW Rostamani added, “The demand for better customer management and engagement solutions continues to rise rapidly across UAE as business take advantage of modern contact center technology to accelerate business growth. VOCALCOM’s client-focused strategy will be a key factor that will enable us to succeed in the UAE market, as it empowers us to deliver added value benefits and greater flexibility for our clients to expand and explore new business possibilities.”