Saudi-based INET Maximizes Contact Centre Efficiency with Altitude Software

DUBAI INTERNET CITY, UAE - June 19, 2013 - PRLog -- Altitude Software and INET today announced the launch of INET’s Riyadh-based contact centre for world-class outsourcing operations based on Altitude solutions.

Established in 2001, INET is a leading virtual network operator in Saudi Arabia. The company recently created a Contact Centre Outsourcing division to offer outsourced services in the Kingdom with a specific focus on serving the IT, Government and Telecommunications industries. Altitude Software is a global leader in unified customer interaction solutions.

The Altitude uCI Contact Centre Suite has been deployed at INET to support all of their inbound and outbound services. With the new system in place, INET realized fast efficiency gains that included 72% boost in contact centre productivity and 36% reduction in customer service professional (CSP) training costs. Altitude uCI (http://www.altitude.com/altitude-uci-8.html?utm_source=PR&utm_medium=Media&utm_campaign=Alcatel-Lucent)  is a robust, modular contact centre software suite that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards.

Commenting on the technology used at the Riyadh-based contact centre site, Mohammed Homidan, INET IT Manager said, "we needed a contact centre solution that would enable multi-channel communication, and that could be rapidly deployed in Riyadh to meet our aggressive timeframe. We had an extensive look around the marketplace before selecting Altitude as our strategic platform for moving the INET Contact Centre Outsourcing business forward.’’

Homidan added ‘’Being powered by Altitude’s solutions allows great flexibility in designing agent desktop applications for our clients and means we can propose an entire suite of customer communications. Altitude Software also has a long track record of success with the most prominent contact centres in Saudi Arabia which gives us great confidence that we’ll be able to exceed our objectives and better serve our customers.’’

Addressing the largest outsourced customer service market in the GCC region

Integrated Networks LLC. (INET) is a private organization founded in 2001, headquartered in Riyadh with branch offices located in Jeddah and Khobar. The company is owned and established by a group of prominent Saudi investors with a vast experience in the ICT industry with a specific interest in managed services. Over the years, INET has developed a reputable position in Saudi Arabia as a leading virtual network operator.

Founded in early 2013, INET Contact Centre Outsourcing Business Unit currently manages inbound helpdesk on behalf of a major Saudi Government entity, as well as customer service operations for an IT solutions provider in Saudi Arabia. The outsourcing company is today able to handle various business campaigns including lead generation, inbound customer service, help-desk, appointment scheduling, market research, surveys as well as client retention.

‘’Locating our multimedia contact centre in Riyadh gives us access to the largest outsourced customer service market in the GCC region, along with the opportunity to work with some of the fastest-growing businesses and most respected institutions in the Kingdom,” said Tareq Al Sebaie, INET Sales Director.

Delivering Performance and Rich Functionality

INET is today one of the fastest growing contact center outsourcing companies in Saudi Arabia with an expanding portfolio of clients from the Public Services segment.

“Altitude uCI offers a number of competitive advantages for contact centre outsourcing companies and INET is taking a leading step forward to boost customer satisfaction on behalf of prominent organizations in KSA,” commented Riadh Boukhris, Altitude Software President Middle East & North Africa. “We are fully committed to their success in implementing the Altitude contact centre suite to meet their business performance goals in the Kingdom.”

The Saudi outsourcer takes advantage of several key capabilities of the Altitude contact centre software platform, including:

 - A fully customizable Unified Agent Desktop application to guide INET agents through dialogs with customers, while managing contacts, controlling interactions and updating databases.

  - A comprehensive CTI (Computer Telephony Integration) that intelligently manages inbound and outbound interactions by integrating data from INET’s IP-based telephony network.

   -  An Intelligent Router to answer, prioritise and intelligently route callers to available agents, and report on all inbound interactions

   - An email management solution to deliver high service levels for email enquiries.

   -  A supervision tool which delivers comprehensive real-time monitoring and performance analysis for campaigns, agents and the contact centre system itself.

INET is also looking to take advantage of the extensive Altitude multichannel contact handling capabilities of the platform in the near future, enabling the company to extend its multichannel services through web chat and social media interactions.

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