In April this year, C Square Consulting (Pvt.) Ltd. was awarded the project to implement a Genesys-based “Hosted Contact Center” for IST Networks in Cairo, Egypt. C Square Consulting has now successfully designed, implemented and integrated the first ever hosted solution in Middle East and African region based on complete Genesys SIP-based solution with Genesys High Availability.
Founded in 2009, C Square Consulting is an IT Consulting Enterprise aspiring to lead the industry globally, focused on providing the highest quality service to its customers tailored to their specific needs in all phases of the project. By specializing and offering solutions from a variety of vendors, C Square consulting is able to assess the customers’ business issues and offer the most suitable solution. It had only recently deployed a Genesys-based Contact Center Solution across Standard Chartered Bank, which stands succeeded by a similar implementation in Middle East. What makes it prominent is the fact the solution taken live is the first-of-its kind in the MEA Region.
The solution deployed is highly dynamic as it runs a blended environment of inbound and outbound predictive dialer. The solution intelligently predicts traffic coming into the Contact Center and dynamically predicts availability of a Customer Services Representative and then pushes an outbound campaign to the Customer Services representative.
This is first multi-tenant implementation within the region using voice and multimedia channels to service customers with diverse preferences. Genesys Telecommunications has once again relied upon C Square Consulting to deliver one of the most strategic and technically challenging deployments in the region.
“It was technically challenging for me to accept the project which will be the first ever implementation in the region of its kind. With dedication and a focused approach we have not only successfully completed the project but have received additional enhancements change requests now” says Hassan Shaikh, Chief Technology Architect.
IST Networks was established in Saudi Arabia in 2004, and since then has expanded and grown offices in Australia, UAE, Egypt, Jordan and India. In April 2012 IST Networks decided to set up a hosted Contact Center for multiple businesses. The technology that IST selected for a 450 seat hosted Inbound and Outbound Contact Center was Genesys Telecommunications. Although selection of technology is the most critical element in implementing a hosted Contact Center, it is even more important to select a capable Partner that will be able to deliver a customized solution as per specific customer needs.