Altitude Software MENA Visit Altitude Software stand at MECC 2013 and receive a complimentary Contact Centre report Developed by STRATECO, an independent consulting firm. Get the latest information about the contact center industry and an analysis of current trends and developments concerning technology, communication channels and business processes. The report is titled "Shaping Tomorrow's Contact Center: Research on Market Trends and Challenges" Contact centers identify having an efficient technological platform as their biggest challenge in the near future Unified management of communication channels (such as voice, email, chat, social media) is a reality for just 47% Social media accounts for only 2% of interactions in the contact center Cloud solutions are in use in only 15% of contact centers surveyed. These are some of the main findings of a report commissioned by Altitude Software to identify trends shaping tomorrow's contact center.

ASC telecom AG ASC's neo WFO suite will integrate communications recording with powerful functions such as quality and performance management, speech analytics, eLearning, workforce management and customer feedback. The software is available as a cloud-based solution so users can select the capabilities they require, saving on the cost and avoiding the risk of obsolescence. Dr. Frank Schaffrath, CEO of ASC, said, "Our solution's motto, 'Meet your talented new assistant' is perfectly suited to the MECC emphasis on new contact center technology. We look forward to showing how neo can improve company performance in a sustainable manner, create employee and customer loyalty, and increase profitability." Schaffrath continued by describing how neo translates customer communications into high-impact action plans for management. The solution focuses on contact centers to gather information on the performance of the entire enterprise and then utilizes the data to improve agent skills, streamline company processes and independently evaluate customer satisfaction.

Aspect Software Middle East FZ-LLC Aspect Social for Social Customer Service Aspect® Social turns social monologues into productive dialogues that grow customer value in the contact center. Custom built for the contact center, Aspect Social goes beyond social monitoring and ad-hoc response and provides a way to respond to the social consumer consistent with contact center best practices. By extending the discipline of the contact center to the social sphere, organizations can consolidate and orchestrate conversations in a way other groups – like Marketing – cannot and achieve a more efficient, effective social dialogue.

Avanza Solutions During the past 10 years, Unison has been the Contact Centre and CRM of choice for numerous consumer banks and Telcos in the region. Keeping pace with the ever evolving world of "consumer interaction management", we are extremely delighted to share the latest enhancements in Unison in addition to refinement and improvement in existing modules with our existing and new customers. Avanza announces the launch of 4 new groundbreaking modules in Unison: Unison on the Go: Through our experience and R&D we have carefully crafted a mobile app for Unison that is aimed at Relationship Managers, Business Unit Heads, Sales teams, IT Ops and Back office teams. Business & Operational Analytics: Unison "Analytics Dimension" helps define, measure and monitor indices and views such as profitability, risk, value, retention and efficiency at customer, unit, regional and enterprise levels. Knowledge Base: Unison knowledgebase acts as a single go to point for any CRM user to tap into customer data depending on roles and rights and associate existing entity items with new interactions. Email Automation: Email channel can't be ignored as one of the primary means of customer interactions. We have therefore launched a smart Email management module with workflow.

Drishti-Soft Drishti-Soft’s Ameyo Social Interaction Manager It is undeniable that social media is changing the game of how businesses and customers interact with each other. Multi-media contact centers harness social media as a new medium to effectively manage result oriented dialogues with customers. AMEYO Social Interaction Manager (SIM) monitors mentions of organizations across social media platforms. These mentions can be further assigned to customer service specialists to immediately resolve any customer issue. AMEYO SIM adds a new dimension to multi-channel communication and bridges the gap between businesses and their customers with immediate query resolution and easy business to customer interactions, therefore improving customer experience.

Globitel Globitel’s Performance Management Platform “PMP” automates the process of monitoring, measuring and evaluating the overall performance of the call center through capturing and aggregating data across multiple platforms in the call center using a single unified interface; ultimately reducing operational expenses and increasing overall call center efficiency. Globitel’s PMP is designed to provide better insight and more control on the overall performance of the staff in call centers environment. Integrated with different infrastructure components including ACD/CTI, Call Recording & Quality Monitoring, Workforce Management, CRM and more; the solution collects key metrics and automatically generate performance analysis of agents, team leaders, supervisors based on a set of KPIs flexibly defined by the manager. PMP version 3 was recently released by Globitel, This update marks as the most significant update to the PMP since its first launch, with a new look and feel interface to increase the ease of use of the platform for its users, new features have been developed in order to improve the PMP solution. PMP version reflects many months of research and development to better serve our clients and to keep the products up to date ensuring a higher quality of customer experience. For more information please visit Globitel’s booth or website www.Globitel.com

Interactive Intelligence Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications software and services, is set to demonstrate its leading range of contact centre solutions such as the all-in-one, Customer Interaction CenterT (CIC), as well as educate event attendees about the latest market trends like cloud-based deployments, incorporating social media into the multichannel mix, the impact of smart phones and mobile tablets, the need to accurately capture "the voice of the customer" and new methods for measuring agent effectiveness. Interactive Intelligence will be showcasing its proprietary and award-winning Customer Interaction CenterT (CIC) solution-- an easy to deploy, cost-effective contact centre automation technology that does away with fragmented hardware systems and complexity and gives contact centers all the functionality needed with a consolidated software platform and integrated applications. Complementing CIC and integrated with the platform are a number of applications like the 'Interaction Analyzer' which puts intelligent real time speech analytics within the reach of any contact center or enterprise and the Interaction MobilizerT, that opens up the contact center to customers' mobile devices and social web sites, enabling companies to more quickly deploy transactional mobile apps that give customers a unified customer service experience. The Bay Bridge DecisionsT (BBD) product, which will also be demonstrated at MECC provides contact centre planning and reporting solutions. Heavy on analytic capability, Bay Bridge Decisions is a robust and flexible software system designed to optimize contact centre strategy, helping enterprises drive performance to deliver an exceptional customer experience.

Teleopti Teleopti together with Zoom now offers joint WFO solution Teleopti and ZOOM now offers a unified WFO suite of performance improving tools for contact centers. The combined solution address a need in the marketplace for agile and innovative solutions, delivered from flexible and responsive vendors with a global reach. The integration of Teleopti’s workforce management solution and ZOOM’s quality management solution means: Contact centers can now combine resource, workforce and quality management in a single solution. Quality scores can be used to schedule training and agent availability can be used to schedule quality evaluations and coaching. Specific modules can be selected from both applications to create a customized package for contact centers of all sizes Advantages of our joint WFO solution: It’s flexible - Solution based on a standard open SDK and API It’s innovative - Includes 50 of the “industry firsts” It’s easy to use - Advanced functionality wrapped in an easy to use interface