Orange Business Services (OBS) has embarked on the second phase of its US$1.6 million contract with EFG-Hermes.
The company, part of France Telecom, is to upgrade the call centre operations of EFG-Hermes in order to support the planned expansion of the brokerage firm in the Middle East.
OBS has already supplied EFG-Hermes with a multi-protocol label switching (MPLS)-based internet protocol (IP) network.
It will now provide a single IP telephony system, which will create what is described as a virtual call centre across the region, connecting the offices in Egypt, Dubai and Saudi Arabia. Features of the call centre include intelligent call routing, online call queue monitoring and virtual overflow call routing to other centres.
Sherif Cararah, managing director of EFGHermes Securities Brokerage, said benefits of the centre would include enhanced customer responsiveness, an increase in operational efficiencies and a boost in service levels. “The new call centre strategy will increase customer satisfaction, boost our overall levels of productivity, and support trading across three different stock markets in different time zones,” he said.
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