The AW Rostamani Group is amongst the most well know organisations in the Middle East. With its vast knowledge in well-established multination brands across several industries, AW Rostamani were looking for a Contact Centre Solution that provided multimedia functions with a Single Interface for all its agents.
VOCALCOM, a leading multi-channel Contact Centre Solutions provider for the Middle East and Africa was appointed to integrate AW Rostamani’s existing solution with its new Hermes.Net 5.0 software. AW Rostamani chose the Vocalcom solution with its disaster recovery system for its Customer Contact Management System which covered its multiple sites, each with its own business processes.
Ali Kassab, CEO of Vocalcom Middle East said “AW Rostamani were looking for a solution that covered all media channels, whether it be email, chat, social media or SMS. Our new Hermes.Net 5.0 version takes advantage of the powerful functionalities of the “Hermes.Net” software to offer a range of up-to-date communications tools, including social media, chat and email.” Ali added “The UAE continues to be a key growth market for contact center solutions and local and multinational businesses are taking advantage of more efficient, cost-effective marketing and communication channels to boost sales performance. We are delighted that our solution will help AW Rostamani manage inbound and outbound communication across all channels.”
With a total of 42 agents and supervisors across the group, the Vocalcom Solution will integrate the existing Oracle forms, database and helpdesk tools into the new solution, allowing the agents to better manage its customer relations across all channels of communication.
Hani Masgidi, Group CRM Manager of AW Rostamani added “The demand for better customer management and engagement solutions continues to rise rapidly across UAE as business take advantage of modern technology to accelerate business growth. VOCALCOM’s client-focused strategy will be a key factor that will enable us to succeed in the UAE market, as it empowers us to deliver added value benefits and greater flexibility for our clients to expand and explore new business possibilities.”
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