ABOUT THE CLIENT

The Client is a Group of Companies thriving in diverse businesses across Saudi Arabia. Commencing business as a retailer of perfumes, the Client has expanded business into varied sectors; Real Estate, Retail, Construction, IT, Food & Beverage, Retail Travel and Auto Dealership with a work force of nearly 5000 employees.

THE CHALLENGE

As a large business group, the client was looking to deploy a multi-tenant call center platform that not only supports their various business ventures as a group but could also provide call center capability as a solution to other businesses in the form of a BPO – Business Process Outsourcing. The key challenge was to support a multiple call center system, with each Call Center environment integrated with its own CRM system based on a single voice platform. The proposed design was the cost saving factor for the client.

SOLUTION:

The challenge was overcome by adopting Open Source technologies. For the voice platform the single instance of Asterisk was deployed with Loway’s QueueMetrics Call center solution. QueueMetrics software architecture allows deployment of multiple call center settings with single instance of Queue featured IP PBX system.

SOLUTION PLATFORM:

Virtualization platform:	VMWare
Voice platform:	iNTACT UC
Call Center:	Loway Queuemetrics

RESULT

The solution helped the organization to save cost on IT expenditure by utilizing virtualized platform and open source technologies. Within a year organization achieved the higher ROI and smooth business growth.