As Middle Eastern Enterprises Adopt Western Customer Service Behaviors, Having the...

As Middle Eastern Enterprises Adopt Western Customer Service Behaviors, Having the Right Technology Will Become Important

DUBLIN, Ireland--(Business Wire)--
Research and Markets
(http://www.researchandmarkets.com/reports/c82317) has announced the
addition of Datamonitor's new report: Contact Center Worlds Collide
(Technology Focus) to their offering.

Introduction

As Middle Eastern enterprises adopt Western customer service
behaviors, having the right technology to respond to queries and
requests will become important. Vendors must understand that the
technology in the contact center will sometimes be the back-seat
passenger; it is the business culture that will drive purchases.

Scope

There is room for non-traditional call center technology in Middle
Eastern greenfield sites. IVR roars into action but may not be
successful if cultural sensitivities can not be resolved. A
groundswell in system convergence will impact contact centers
Workforce optimization applications will gain traction in the Middle
East.

Highlights

The adoption of text messaging in all sectors of the Middle East
presents an opportunity for enterprises to gain significant commercial
advantage by using SMS alerts to inform customers of service
notifications, specific offers and promotions. SMS is a vehicle which
enterprises in the Middle East cannot afford to ignore. E-mail is very
much a business solution. It is deeply integrated in an organizations
process and is a strategic form of communication for most enterprises.
Outside of the business community, email has become an increasingly
useful communication channel for households in the Middle East.
However, the largest issue for Middle Eastern enterprises with many
smaller contact centers is handling multiple systems and platforms
that are unable to interoperate with each other. An example can be
seen with the retail banking industry in Saudi Arabia.

Reasons to Purchase

Vendors should not be fooled into thinking that the Middle East
will adopt multi-channels - discover why this is. Learn about the
challenges vendors will face if they do not understand how business
and technology is critical to execute a reliable contact center.

For more information visit
here

Research and Markets
Laura Wood, Senior Manager
press@researchandmarkets.com
Fax: +353 1 4100 980

Copyright Business Wire 2008