Interactive Intelligence Group, a provider of software and services designed to improve customer experience, has signed a deal with Riyadh-based National Company for Business Solutions (NCBS) as an ‘Elite’ partner.

Under the agreement, NCBS will sell, implement and service Interactive Intelligence’s products and service portfolio across all market segments and verticals in Saudi Arabia, said a statement.

Naif T Bin Hwail, head of Contact Centre for NCBS, said: “The rapidly evolving technology scene in Saudi Arabia has led to the emergence of a new class of consumers who access information and express their views using diverse communication channels.

“The increasing demands of these customers have compelled call center operators and organizations to evolve quickly and adopt the latest technologies. In addition, the Saudi government’s endeavour to engage with citizens and open new channels of communication with them has led to an increasing demand for contact centre and unified communications solutions and this trend is set to gather pace in the next few years.”

“We have decided to become a dedicated partner of Interactive Intelligence in Saudi Arabia to better serve the market. The partnership will enable NCBS to bring world-class contact centre solutions to the country, enhanced by the highest quality local support,” he said.

NCBS specialises in the business process outsourcing (BPO) market and is one of the largest players in the kingdom in this space. CCBS, the contact centre division of NCBS has built experience in deploying highly competent people using innovative technology to deliver contact centre services, said the statement.

The NCBS Technology Solutions and Services division provides end-to-end ICT infrastructure solutions and this division will be responsible for promoting and implementing Interactive Intelligence’s solutions, it said.

“The biggest testament of our belief and conviction that Interactive Intelligence’s technology is the best in the industry is the fact that we implemented the company’s Customer Interaction Center (CIC) solution in our new contact centre facility called ‘Direct Calls’ which offers outsourcing services,” said Hwali.

“It was after we experienced firsthand the benefits the technology had to offer that we decided to enter into a strategic partnership with Interactive Intelligence. We see a huge potential for uptake of the company’s solutions in the kingdom,” he said.

Safwat Alshawaf, territory manager, Saudi Arabia at Interactive Intelligence, said: “Interactive Intelligence over the past few years has been actively expanding its reach in Saudi Arabia by signing up with local vibrant channel partners and we are delighted to sign NCBS as an Elite partner.

“The company’s experience and record of success will ensure that we can offer organisations the benefits of working with an expert team in deploying an all-in-one contact centre platform for multichannel interactions. NCBS will play a strategic role in expanding Interactive Intelligence deployments in the country as they are able to offer various models such as premise, outsourcing and hosted (cloud).” - TradeArabia News Service