Contact center solutions provider Vocalcom and NCR Corp. have partnered to provide omnichannel cloud-based contact center services in the United Arab Emirates (UAE).
Under this relationship, Vocalcom will provide NCR with its cloud contact center solutions. NCR will integrate and resell the solution to customers in local financial, retail, government and other sectors, offering them enhanced customer services with cloud-based contact centers that support all channels, from voice to social media.
Once integrated with Vocalcom's solutions, the NCR turnkey offer will provide a real omnichannel customer services management portal with a single consistent view that incorporates everything from phone, Web chat, email, SMS and social networks.
The solution is an add-on to its existing value-added applications such as sales and complaint management and single view agent. It enables businesses to offer personalized services based on customers' interaction histories and provide consistent level of services across all channels.
"NCR is a global technology company renowned for transforming customer experiences with innovative solutions for multiple industries,” said Ali Kassab, executive vice president, corporate growth, Middle East, Africa, APAC, Vocalcom, in a statement. “Our solutions will complement NCR's solutions in enabling customer interactions."
"With the unique offering of Vocalcom and the large coverage and expertise of NCR, we believe this partnership will see a vast array of success stories. Both companies have a mutual understanding of improving customers' businesses and transforming the omnichannel customer experiences," added Kassab.
Vocalcom products suite includes omnichannel solutions, Vocalcom Cloud, a true cloud solutions platform and hybrid cloud solutions. The solutions revolutionize the way organizations communicate and engage with customers, enabling them to deliver personalized and unique customer service experience and drive a more effective service.
"Our application across the digital and physical channels is flexible and scalable in allowing us to integrate smoothly with Vocalcom's contact center platform,” said Ahmad Jamal, MEA eBusiness solutions leader, NCR, in a statement. “We will make our customers journeys easier in enabling their sales and service agents to connect with customers and prospects from anywhere in a seamless manner.”