Smartworld, a joint venture between Etisalat and Dubai World Central, has selected Altitude Software, a global provider of omnichannel solutions, to launch the first Cloud Customer Engagement Solutions in the UAE.

The new Smartworld Cloud Customer Engagement solutions bring to market a high value-added offering, enabling companies in the UAE to focus on customer service while reducing costs and optimizing resources.

Hosted within Smartworld data center at Dubai World Central, these are completely customizable solutions that can be up and running within a matter of hours with little to no capital investment, a statement said.

Contact Centers operations are able to scale up or down based on demand, while optimising resources and saving time and money. Free from IT and communications operational tasks, contact centers can focus on their core business relationships to become more productive and competitive.

"Today in UAE, a vast majority of contact centers are internal. There are large numbers of companies who are unwilling to outsource all or part of their customer relationships and want to keep control of their customer relationships while not managing a call center's administrative constraints,” said Mohammed Fouz, CEO of Smartworld.

“It is this type of organizations that we target through this cloud-based solution, offering the same quality of service and performance while allowing companies to retain control of their customer relationships. Our expertise both in the IT and CRM, combined with our Data Centre expertise allows us to master all the components of this offer.”

One key contract won by Smartworld is with Focus Point, the first and only UAE-owned contact center outsourcing services provider with a strong specialization in live telephone interviewing and feedback management services.

“Our goal is to provide our clients with the highest quality interviewing and feedback management services at the most cost effective rates in UAE,’’ said Youssef Ben Beshoosh, Focus Point president & co-founder.

"Selecting Smartworld Cloud Customer Engagement Solutions as a key component of our contact center operations reaffirms our commitment to incorporating the best technology available to service our customers and ultimately, drive our contact center outsourcing business to new heights," added Beshoosh.

“We are honoured that the Altitude solution was chosen to power Smartworld’s Cloud Customer Engagement offering,’’ said Riadh Boukhris, Altitude Software Mena president.

“We bring companies more freedom of choice to benefit from a customizable, flexible technology offer. Altitude uCI has a great track record in reducing operating costs and investments while achieving true customer engagement.”

“Smartworld are excited to partner with Altitiude to provide a UAE cloud based customer contact centre solution.  This is a rapidly evolving market place and another step in the UAE embracing cloud based services.  We are equally excited to launch this service with Focuspoint, the first UAE-owned contact centre outsourcing services provider, and we look forward to growing with them,” said Simon Williams, sales director, Smartworld. – TradeArabia News Service