Bahrain-based business process outsourcing company Invita has launched what it claims is the Middle East’s first on-demand multichannel contact centre.
The system, which has been built using technology from CosmoCom, allows Invita’s clients to access contact centre applications remotely to service their customers over the internet, thus enabling Invita clients’ to expand their customer outreach.
“We have established a platform in Bahrain which will be the first on-demand multichannel platform for handling customer relations and customer contacts through e-mail, telephone, chat, video, SMS and various other electronic channels,” Hisham Alrayes, general manager, Invita, told IT Weekly.
“The on-demand platform, which is a new concept in the Middle East, enables us to provide the contact channels or contact centre facilities for our client remotely,” he explained.
“This means that any company that wants to introduce call centre services doesn’t have to buy in all the hardware, software and so on, they just need an internet connection and we give them a [link] to our services to which they can open the call centre services and start using our applications remotely and efficiently receiving voice and traffic through voice variety,” he added.
Previously, Invita, which is owned by the Bank of Bahrain and Kuwait (BBK) used technology from Nortel. “[With this solution], we can provide a much more flexible and robust platform which is cost-effective to the customer,” Alrayes said.
Another advantage to the system, he said, was that operations could be set up fairly quickly, typically in two days, whereas before it would take between six and 12 weeks.
It is also easy for the client to use and does not commit the client to a specific period of time, Alrayes added.
Invita has ten clients using the system at present, but there is unlimited capacity, according to Alrayes. “In the last quarter, lots of local and regional clients have signed up for the services and started offering this technology to their customers,” he said.