Sunday, January 20 saw the start of the region's Telebusiness and Customer Contact Management show, Middle East Call Center/CRM 2002 (MECC 2002). Held at the Dubai Chamber of Commerce and Industry (DCCI), the combined annual Exhibition and Conference runs till January 22.
According to Dominick Keenaghan, President of show organizers, INSIGHTS, "The continuing effects of the dot.com crash and recent worldwide events have had dramatic effects on many business sectors around the region. Yet, the Call Center and Customer Relationship Management (CRM) markets in the area seemed to have withstood the storms better than most.”
“In fact there is no doubt they have both grown and developed over the last year, demonstrating once again the resilience, flexibility and adaptability of the native call center environment to different economic situations and the enduring success of customer driven business initiatives,” Keenaghan added.
“This greater sense of momentum has been particularly noticeable over the last couple of months, and we expect this activity to translate into a large number of Call Center and CRM projects in the Middle East in the months to come," Keenaghan forecasted.
Vinod Krishnan, General Manager of Timna Electronics & Telecommunications based in Riyadh commented, "the Contact Center industry is poised to grow very rapidly in the region as more and more companies realize the value in outsourcing these specific skill-sets for their own customer value management."
Timna will be exhibiting their specific contact center solutions under the Vox Spectrum brand. DG Vox is a bi-lingual call logging solution that helps agent performance evaluation and customer satisfaction. AC Vox is a call accounting solution that is available in English and Arabic.
Xmediaries Technologies, established a year ago in United Arab Emirates (UAE), is another participant at the show. Xmediaries offers Customer Relationship Management (CRM) solutions to the global IT marketplace. Xmediaries' focus is on the evolution of an Enterprise Relationship Management (ERM) system, called CrossRoads, providing end-to-end e-business solutions. Since its launch, CrossRoads has already been implemented with several players in this region including Modern Freight, Proxy, The Electronics Group, Online Distribution, Sky Electronics, Masterbaker, Hospan Pan Gulf and Intercare.
Al-Futtaim Telecom, a Division of Al-Futtaim group of companies is another MECC exhibitor. A business partner for Alcatel Enterprise Communication systems and Nexans Structured Cabling in the UAE, Al-Futtaim Telecom have provided a number of Call Centers in Dubai and a complete CTI (Computer Telephony Integration)-enabled Call Center in Abu Dhabi.
Global telecommunications company, Avaya Communication, with local partner Future Technology, will be discussing their latest CRM solutions and in particular how a company can leverage its existing communications platforms to create a state of the art CRM solution tailored to their business. ACCPAC will also be demonstrating their new eCRM solution, which encompasses sales marketing, call center and customer care automation applications enabled through both web browsers and wireless application protocol (WAP) enabled devices.
Other local and international participants include Emerging Technologies, Emirates Computers, Pan Cyber, Panatech Engineering, Cisco Systems, ProNet Computer Systems, Saturn Communications, Fajr Development Gen. Trading Est, Thales Contact Solutions, Altitude Software, Blue Pumpkin and RayaTech. — (menareport.com)
© 2002 Mena Report (www.menareport.com)
