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Follow on Google News | Mawhiba Reaches New Heights in Saudi Arabia with Altitude SoftwareKing Abdulaziz and His Companions’ Foundation for Giftedness and Creativity Strengthens Next-generation Workforce in Saudi Arabia. Best-in-Class Contact Centre Enables MAWHIBA to excel on service in the Kingdom
By: M. Rizwan Located in Riyadh, MAWHIBA’s contact centre is powered by the award-winning Altitude Software solution which provided the Saudi Foundation with a wealth of advanced IP contact centre features such as voice portal as well as unified centralized monitoring, queuing, routing and reporting. Strengthening Next-generation Workforce in Saudi Arabia Saudi Arabia is the largest country of the Arabian Peninsula with a population of 27.6 million. The Kingdom is today facing a unique set of challenges as a result of a number of national and international developments such as its recent admission to the World Trade Organization (WTO), a fast-growing youth population and an increasing international competition for talent. These developments necessitate a transition to a more knowledge-based society in Saudi Arabia and one of MAWHIBA’s missions is to nurture giftedness and creativity among the Saudi population so as to make such transition a success. In order to support this mission, MAWHIBA has already launched over 23 educational programs related to technology, electronics and engineering sponsored by leading organizations such as Saudi ARAMCO, King Saud University and King Faisal University. The Riyadh-based contact centre is at the core of such programs. Most incoming interactions received today are from students, graduates or post-graduates interested in enrolling into MAWHIBA’s specific internships, summer educational programs, IMAGEN service, SHAWER service or Mawhiba Prizes and contests. The contact centre is also handling numerous calls from international organizations to launch, host or sponsor a specific event or program with MAWHIBA. “Through this project, MAWHIBA aims to serve gifted students in Saudi Arabia with advanced contact centre services. The long-term objective of the project is to provide a proactive, comprehensive and varied set of services open to all MAWHIBA’s partners. This successful project was the culmination of a fruitful cooperation between MAWHIBA and Altitude Software,” commented Eng. Faisal A. Al-Fohaid, MAWHIBA IT CIO. “We decided to set up a contact centre after a comprehensive research carried out within our organization on how to deliver service efficiently,” Contact Centre Performance The new contact centre set up was specifically designed to help MAWHIBA enhance service levels and increase efficiencies by enabling to schedule call backs; provide real-time monitoring; manage call lists for targeted training and internship programs in KSA; simplify access to caller information where for instance a complete background of graduates is available. The integrated Altitude contact centre system also provides a single interface that links the call interaction and skills-based routing information directly to the data screens in Microsoft Dynamics CRM. "The results have been very insightful," ‘’We are delighted that MAWHIBA is using world-class contact centre technology to provide numerous students across Saudi Arabia with professional internships to complement their formal education. We look forward to supporting such great initiative that will help strengthen KSA's new workforce generation,’’ The Altitude uCI (Unified Customer Interaction™) # # # Altitude Software is a leading independent contact centre vendor with the Altitude Unified Customer Interaction™ Altitude Software Middle East & North Africa is located in Dubai Internet City, U.A.E, and is leading the multimedia contact center market in those regions. Customers include National Bank of Abu Dhabi (UAE), The Etisalat Contact Center (UAE), HSBC/The Saudi British Bank (KSA), American Express (KSA & Bahrain), Abu Dhabi Islamic Bank (UAE), BankEuropa (Turkey), La Poste Tunisienne (Tunisia), InfoCall (Bahrain), Atento (Morocco), Ahli United Bank (Bahrain), Emaar (KSA), Pizza Hut (KSA), Advancia (Tunisia), Airmiles (UAE), and Yemen PTC. www.altitude.com End
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