CAIRO, Egypt, March 11, 2009 - Etisal International, a leading contact center service provider in Egypt, has been experiencing rapid business growth since its recent deployment of a Cisco® Unified Contact Center Solution. The move to a single converged Internet Protocol (IP)-based infrastructure enables the same team to manage both data and voice traffic. Additional benefits delivered by the scalable Cisco solution include an improved ability to support rapid growth and enhanced services to customers.
Etisal selected the Cisco solution due to its flexibility, scalability and reliability and worked closely with iST, a Cisco Gold Certified Partner to implement the Unified Contact Center solution and supporting data network. iST offers professional information and communication technology services and customized voice, data, video solutions for the enterprise IP communications market. The solution was installed in just three weeks, quickly enabling inbound and outbound services to Etisalat Misr, Egypt's third 3G mobile telephone operator. Etisal can now handle all calls made to its main customer service number.
"The contact center market is very competitive and growing very quickly. We needed a technology company that could deliver a highly reliable solution with the latest features so we could be even more competitive in markets, such as Egypt, where we are expanding our business," commented Ashraf El-Tanbouly, general manager of Etisal Egypt. "Because we are a start-up, it was also critical that the solution could easily scale as our services business is attracting a multitude of new customers. Investment was carefully aligned with revenue, and the speed of delivery paid off as we are now winning deals just within six weeks of deploying the Cisco solution."
Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration, and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor functionality with IP telephony in a unified solution, enabling an organization to rapidly deploy a distributed contact center infrastructure. In addition, Web-based reporting tools provide both companies with the management information they need.
"Etisal and Cisco continue to work together to develop new services, encompassing email, Cisco WebEx and SMS integration, to enhance day-to-day business operations," commented Hani Abdel-Aziz, general manager for Cisco Egypt. "As a result of working with Cisco, Etisal is now able to provide highly secure, cost-effective in-sourced services."
About Etisal International
Riadaa Group was founded in 1998 as an operation service company with 280 employees and grew into 3 companies (Riadaa Marketing & Operations, Riadaa Security services and Etisal International) with the 4th company introduced early 2008.
Etisal International is the first dedicated call center outsourcing service provider head-quartered in Saudi Arabia. Etisal off shoulders all the investments, hassles and time required for starting and operating a call center through providing high quality call center services. Our clients depend on us to professionally and intelligently handle their customer contacts on their behalf through phone, fax, e-mail and SMS and allow them to focus on their core business. Etisal call center operates on a 24x7 basis covering all regions of Saudi Arabia and employs the best calibers, implement best practices and applies the latest state of the art technologies in voice switching and data processing. In addition, Etisal is always very concerned about quality, value of time and professional services.
