Khalid Dawood al Zadjali, assistant director general of information systems at Muscat Municipality said, “The contact centre was formed to ensure better services for the public by all sectors concerned with municipal work. The aim of the project was to provide our customers with a means to avail support from varied channels such as the 1111 service line, web portal, email, fax and smartphone apps. For all this to be possible it was absolutely vital to have an integrated end-to-end solution that could handle all the back-end functionalities.”
Commenting on the selection process, Shaheen Haque, Territory Manager, Middle East & Turkey at Interactive Intelligence said, “Among an exhaustive list of requirements put forth by the customer were bi-lingual support, high scalability, access through multiple channels and seamless integration with existing systems. All of these are inherent in the CIC platform, which is why our solution, bundled with the eServices platform from ITON, was selected from among 16 other proposed solutions.”
The implementation was carried out well within the stipulated 45 day period by ITON's team of engineers who had been trained and certified by Interactive Intelligence. Additionally, Interactive Intelligence deployed its own team of highly specialized engineers to render the advanced functionalities of the Workforce Management module which will help Muscat Municipality identify key improvement areas though customer feedback surveys, speech analytics and interaction, and screen recording. The solution is scalable to accommodate the growing demands of dynamic city and can accommodate 500+ agents without need of system upgrade.
Currently the round-the-clock service handles a high volume of calls per day. The installed technology provides systematic tracking and handling of each enquiry/ complaint to the point of resolution as per agreed Service Level Agreements (SLAs).
Thanks to the bi-lingual interface pop-ups offered by the solution, contact center agents can efficiently provide support to residents, service providers and other stake-holders in their preferred language with the convenience of simplified and effective SLA management and automated status update of requests. The CIC software-based solution together with its supporting modules also enables fax and SMS support, call recording and advanced workforce management which have greatly streamlined the customer service process for Muscat Municipality while maintaining minimal hardware requirements.
Also vital to the success of the project has been ITON's eServices platform which seamlessly integrates with Customer Interaction Center™ as well as other crucial components of Muscat Municipality's IT infrastructure such as Enterprise Resource Planning (ERP), Customer Relationship Management (CRM) and Geographic Information System (GIS) to deliver an intuitive single-window solution.
Mufaddal Nafar, Chief Operations Officer EMEA, India, Asia Pacific at ITON said, “We are extremely happy with the successful completion of yet another large scale project for Muscat Municipality. We will now back the implementation with our top-class support services and on-the-fly customizations for evolving requirements. We are confident that the solution will meet both the present and future requirements of Muscat Municipality's service center and we look forward to working with them in their future endeavors.”
Muscat Municipality now intends to expand and extend the services offered by the 1111 hotline. The government entity also plans to establish a disaster recovery site in the near future to ensure business continuity of the service.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services. The company's unified IP business communications solutions, which can be deployed on-premises or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities. Interactive Intelligence was founded in 1994 and has more than 5,000 customers worldwide. The company is among Forbes Magazine's 2011 Best Small Companies in America and Software Magazine's 2012 Top 500 Global Software and Service Providers. It employs approximately 1,400 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or firstname.lastname@example.org;
Product Information Contact:
Mr. Shaheen Haque
Turkey & Middle East Territory Manager
Interactive Intelligence Middle East
Direct phone: +971(4) 4347217
Mobile: +971 (50) 4573186