US based Interactive Intelligence Group Inc., a global provider of software and services designed to improve the customer experience, has announced its participation at the Middle East Call Center ’14 (MECC ’14) conference and exhibition to be held between June 8-9, 2014 in Dubai.
As part of this participation, the company will showcase its innovative Customer Interaction Center (CIC), all-in-one contact center solution featuring comprehensive Unified Communications capabilities.
Currently in the Middle East, highly regulated industry verticals such as insurance, financial services, healthcare and government are investing heavily to achieve customer service excellence. To remain competitive, successful organizations need to adapt and respond to the ever-increasing demands of customers, and they need to interact with them via their customers’ preferred communications channels. The question is: can their current contact centre infrastructure deliver multichannel communications and are internal processes orchestrated in such a way that interactions are prompt, seamless and complete?
“Our Customer Interaction Center is the most complete solution for the region. When it comes to customer services, organizations in the Middle East tend to start off very small and then realize the need to scale their operations dramatically over a relatively short period. CIC allows them to do just this by supporting hundreds to tens of thousands of users. This means businesses can incrementally increase the capabilities of the platform without having to completely overhaul their infrastructure,” said Shaheen Haque, territory manager, Middle East and Turkey at Interactive Intelligence.
The Interactive Intelligence flagship solution, Customer Interaction Center (CIC), is an all-in-one IP communications software suite that can be deployed in the cloud or on-premises. It offers contact centre, unified communications, and business process automation functionality to organizations of all sizes and types.