“Identify the key moments of truth within your customer journey” recommends Altitude Software at MECC 2019

Published on Apr 15, 2019 at 10:18 am in Blog

Strengthened Partner Ecosystem and Expanding Client Base Fuel Altitude Software Growth and Profitability in MENA

Dubai, UAE, Apr. 15th, 2019 – Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that it is joining the Middle East Contact Centre (MECC) and Customer Experience Conference to be held in Dubai from April 16 to 17, 2019. MECC is widely viewed as the first and only regional gathering event for the contact center and customer experience community in the Middle East region.

Year-over-year revenue growth positions Altitude for continued success across MENA
Altitude Software has entered 2019 with continued revenue growth reflecting significant increases in contracts with new and existing customers across the Middle East & North Africa (MENA) region.

Among MENA customers engaging or renewing their commitment with Altitude Software were Olayan Group (KSA), South Lebanon Water establishment, National Bank of Oman, Nestle (GCC), SPG Group (Tunisia), Seddiqi Properties (UAE), AUB Group (GCC), TAS’HEEL (KSA), along with a major financial institution in Bahrain. The fastest growing MENA countries for Altitude since the beginning of the year, with 22 percent growth, have been Saudi Arabia, Kuwait and the UAE.

Besides, at the latest Arabian Business Awards 2019, the Tech Project of the Year for the Private Sector went to Altitude Partner QualityNet for the successful implementation of a truly innovative omnichannel contact centre project in Kuwait, the first of its kind in the MENA region.

Integrate the omnichannel contact centre in the whole customer experience

‘Omni-channel customer service enables consumers to initiate a service request in one touchpoint, and seamlessly transition to another. Thus, an interaction that starts on IVR can be later handled by email, video chat or phone call with all the relevant context maintained across touchpoints,’’ commented Riadh Boukhris, Altitude Software MENA President. “The Altitude Xperience solution provides an out-of-the-box integration of all touchpoints with a wide array of benefits, including increased sales volume, first-call resolutions, KYC compliance, reduced operating costs and monthly turnover rates”.

Boukhris stressed the importance for companies to Identify the key moments of truth within their customer journey: “When building out your Customer Service Elevation program, designing the customer journey is key. This includes identifying key moments of truth – moments of consumer brand interaction that shape brand perception and loyalty. These numerous moments of truth are the moments that ultimately determine whether a company will succeed or fail.’’

Altitude Solutions are focused on increasing business results and customer satisfaction, through a complete, feature-rich omnichannel customer engagement solution. Features include agent and supervisor web desktop, omnichannel support, outbound and inbound tools including intelligent routing, recording, visual IVR, automated agents, full customization, video, real-time customer engagement with TCPA compliance and SSL encryption.

For more information about the MECC / CX Conference 2019 to be held from April 16 to 17, 2019 in Dubai, UAE, please visit www.insights-me.com

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