Afro Asian Assistance Implements World-Class Multimedia Contact Center in Bahrain
Specialist Travel Assistance and Insurance Provider Drives Customer Service to New Heights with Altitude Software
Manama, Bahrain, April 12th 2012 – Altitude Software, a global leader on contact center technology, today announces that a unique multimedia contact center dedicated to Travel Assistance and Travel Insurance has been launched in Bahrain to support Afro Asian Assistance in boosting service levels and efficiency.
Located in Manama, the contact center is powered by the Altitude uCI™ solution which provides Afro Asian Assistance with a wealth of advanced IP contact center features such as dialer, voice recording as well as unified centralized monitoring, queuing, routing and reporting.
”Our comprehensive assistance services have been developed for this market after studying the actual and projected needs of the sector,” said Omar-Javier Baba Quiros, Managing Director at Afro Asian Assistance. ”With its range of services at competitive prices, its network of service providers worldwide and its world-class contact center fully dedicated to our industry, Afro Asian Assistance was created to be the region’s 1st choice Assistance Company.”
With a fast growth pace over the last 12 months, Afro Asian Assistance is becoming one of the leading travel assistance and travel insurance providers across the Middle East and North Africa region. It is the Travel Assistance Unit of Trust Group, one of the biggest reinsurance companies in the Middle East. The company offers and provides “Assistance Services” such as Travel Assistance, Roadside Assistance, Car Replacement and Home Assistance. Afro Asian Assistance covers the globe through a direct network of providers in the Gulf countries, Jordan, Lebanon, Syria, Yemen, and through an international network of providers across four continents.
World-class contact center to shake-up travel assistance and insurance industry
When Afro Asian Assistance decided to launch its Travel Assistance Operations, the company knew that growth could happen rapidly across the entire Middle East & North Africa region. Hence, the company anticipated the need for a complete customer interaction management solution for its contact center that included an outbound dialer, voice recording and campaign management capabilities that could easily integrate with the company’s fully customized Travel Assistance web-based application. ”We wanted to be able to address travel assistance and customer service business processes, while supporting the expected business growth as well as boost first-call resolution rates,” commented Omar-Javier.
“Selecting Altitude Software as a key component of our contact center operations reaffirms our commitment to incorporating the best technology available to service our customers and ultimately, drive our Assistance Services business to new heights,” continued Omar-Javier. “Our Bahrain-based contact center is today critical to providing us with a competitive advantage in the travel assistance and travel insurance industry across the MENA region,” he added.
Bringing to market innovative roadside and travel assistance services
Afro Asian Assistance today provides a 24 hour, 7 days a week roadside & travel assistance service. To support this dedicated offering, the Bahrain-based company has implemented a purpose-built first point of contact for customers in the unexpected event of a vehicle breakdown/accident or travel emergency. For instance, the contact center coordinates all roadside assistance activities from first contact to roadside repair. The Altitude-powered system is specifically integrated with GPS/GSM technology and geospatial mapping, enabling contact center agents to pinpoint a vehicle location in seconds. From there the system can almost instantly locate the nearest provider, so insurance policy holders get assistance within minutes of their call. During the whole assistance process, the contact center checks on progress, keeps customers informed and guarantees that the vehicle is back in service as quickly as possible. “By easily integrating several applications through the Altitude uCI solution, Afro Asian Assistance’s contact center is the place where all travel and roadside assistance operations are initiated and coordinated,” added Omar-Javier.
High-performance system sets stage for future services
Afro Asian Assistance is planning to take advantage of the extensive multichannel contact handling capabilities of the Altitude platform in the near future, enabling the company to extend its multichannel services through SMS, Skype, as well as support for social media interactions. “Thanks to the complete and modular structure of the Altitude uCI solution, it will be easy and cost-effective for us to add additional functionality as our contact center needs evolve,” commented Omar-Javier.
“Organisations in the Middle East are constantly striving to be more results-oriented, and with the unique combination of strength and flexibility provided by the Altitude contact center software suite, Afro Asian Assistance is able to leverage that value,” concluded Riadh Boukhris, Altitude Software MENA President.
The Altitude uCI™ (Unified Customer Interaction) suite has a ten year plus track record of outstanding results in contact centers worldwide, having won over 50 Industry Awards for Innovation and Performance in the last few years. The solution provides businesses with a wealth of advanced contact center features in about 80 countries worldwide, with a fast-growing presence in Bahrain as well as across the GCC Region. It manages, in real time, enterprise functions like customer service, help desk, collections, telesales, surveys, etc. It is unique in accelerating the creation of services and campaigns, thanks to the unified design studio, routing, dialer, voice portal, desktop front-end, monitoring and analytics.
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