Cupola Teleservices (CTS), a leading provider of outsourced contact centre services in the Middle East, has signed a contract with EMW, the smart convergence experts, to upgrade its existing Avaya-based Call Centre platform to a higher version.

The contract also includes a three-year maintenance and support clause, said a top company official.

The upgrade will help improve overall system performance and reliability and ensure better customer relationship management (CRM) services to CTS customers, said Sabir KV, IT manager, Cupola Teleservices.

'Operational since 1999, CTS practically invented the concept of outsourced contact centre services in the Middle East.With a technology infrastructure that supports over 1,000 seats, CTS has grown rapidly over the years due to the growing popularity of companies outsourcing their call centre requirements,' he pointed out.

'CTS is highly focused on perpetual technology enhancement to help meet its business objectives and customer requirements,' he noted.

'We take a lot of pride in our state-of-the-art technology and infrastructure. We are happy to confirm our mutually beneficial partnership with EMW which has helped to attain our goals over the last couple of years. The current implementation will substantially increase the value and service delivery to our customers.”

CTS’ core voice network is powered by the industry leading vendors like Avaya, Cisco and HP. This leading edge technology supports intelligent skill-based call routing, interactive voice response and CTI.

The company currently operates an Avaya VOIP system based on the S8500 media server and Communication Manager CM 3.0.

The system will be upgraded to the Avaya S8730 media server in conjunction with Avaya Communication Manager 5.0  with full redundancy, load balancing and software upgrades.

The benefits include a more powerful high capacity call processor and increased storage capabilities. With 99.999 per cent reliability and redundancy, the S8730 Media Server enables highly reliable solutions over IP and the scalable architecture provides unlimited growth options.

It also allows for custom based applications, which will enable CTS’ in-house software team to develop tailored CRM applications to suit every client’s distinct need and campaign requirements.

Serjios EL-Hage, CEO at EMW Middle East, said, 'Voice and Data infrastructure is the most mission critical element of CTS’ business and through our expertise we aim to deliver optimum system performance and zero downtime,' he added.-TradeArabia News Service