Smart Link BPO Solutions and Contact Centers, a Riyadh-based member of Al Khaleej Training and Education Group, said it has completed the first phase of the National Contract Center (Amer) project for Saudi Arabia’s e-Government programme.

The company deployed the latest technologies and multi-channel contact centre systems for the mega infrastructure project in two facilities located in Riyadh and Jeddah operated by workforce consisting of Saudi youth exclusively, said a statement.

Amer will be a Tier-1 support centre for the beneficiaries of all contracted Saudi government agencies’ services through various channels.

With the launch of phase 1, the Amer project will respond to public and e-government beneficiaries’ inquiries where beneficiaries of the Saudi e-Government Portal, Ministry of Civil Service, Ministry of Commerce and Industry, Zakat & Income Agency, Saudi Post and National Program for e-Government (YESSER) will now be able to avail of the technical support for services and electronic transactions provided by these government entities.

This centre will serve all e-services beneficiaries depending on the various communication channels in order to communicate with users of electronic services and aims at  providing advice, assistance and technical support rapidly and reaching them through more than one channel.

Smart Link adopted networking technologies and data distribution and transfer from Cisco and high-end multi-channel enterprise edition call centre solutions from Avaya to transfer voice and data over fiber optic lines of the global network “Internet”.

The company also designed a CRM system relying on organisational communication tools and software development from Microsoft to provide Active Directory solutions, e-mail, users databases, integration and collaboration.

The project aims at providing 6 new channels to reach e-Government excellence in services where users can avail of the centre's services through web support, live chat, email, SMS, fax and telephone support. - TradeArabia News Service