News : averda Invests in New IT Programs to Enhance Customer Service
Dubai, Dec 17, 2014 -- averda, a waste management company in the Middle East and Africa, has invested in new IT solutions to improve efficiency and enhance customer service. The UAE headquartered company successfully deployed Interactive Intelligence's all-in-one Customer Interaction Center TM (CIC) software solution to support its customer service hotline.
"Our objective has always been to provide a seamless customer service experience to averda customers," said Fabio Di Capua, IT Director, averda. "In order to address our functional, reporting and user interface business requirements, we were in need of a robust call centre solution that would be flexible, scalable, globally accepted and cost effective, and having evaluated several solutions, we've chosen Interactive Intelligence's solutions as it will allow us to continue to provide customers with the highest level of services."
The contact centre's operations are based in Dubai and support the UAE, Qatar and Oman with plans to extend the service to Saudi Arabia in the next few months. The new system provides functionality in the form of multi-channel communications, has streamlined the customer request handling process, and enhanced monitoring and reporting which has ultimately boosted averda's customer service.
"The decision to upgrade our systems came as part of our commitment to customer satisfaction" said Mazen Barazi, Business Applications Senior Manager - IT, averda. "By investing in the Interactive Intelligence solution, we've managed to streamline operations and increase efficiency. We're very satisfied with the results and hope to continue improving our systems to ensure continued customer satisfaction."
Once Interactive Intelligence was selected as the vendor of choice, the software installation was completed by local partner EMW. Training was also provided to the team of averda employees responsible from the contact centre.
Posted by Veronica Silva Cusi, news correspondent
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About Interactive Intelligence:
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of cloud services for customer engagement, communications and collaboration designed to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 20-plus year history of industry firsts, 100-plus patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability, scalability and security. It's also the only company recognized by the top global industry analyst firm as a leader in both the cloud and on-premises customer engagement markets. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide
Published: Thursday, December 18, 2014