Al-Futtaim and Microsoft in UAE

Al-Futtaim Technologies, the Al-Futtaim Group company representing Alcatel Enterprise Solutions and Microsoft Business Solutions in the United Arab Emirates, have announced the launch of integrated customer relationship management and contact center solution, based on the formal alliance between Microsoft and Alcatel for the UAE market.

Primarily for mid-sized companies with contact centers of twenty-five to 150 agent positions, the joint solution will combine the Alcatel OmniTouch Contact Center Premium Edition developed on Microsoft Windows Server System, Microsoft SQL Server 2005 and Microsoft Dynamics CRM 3.0, Microsoft’s recently released CRM solution. Also ntegrated with the offering is the Genesys Gplus Adapter for Microsoft Dynamics CRM 3.0, which enables voice interaction management for both internet protocol and traditional circuit switched telephony and multimedia (i.e. web, email, fax).

Under the new agreement between Microsoft and Alcatel, the two companies recently launched its activities for the UAE through Al-Futtaim Technologies, who is in a unique position indeed, as the only distributor for both in the UAE. With Microsoft technology and Alcatel leadership in call center solutions, the new relationship is designed to deliver solutions that will assist customers in lowering the total cost of ownership, realizing greater return on investment, increasing agent productivity, and providing an enriched and more personalized customer experience in all areas of contact center interaction.

The combined solution basically ensures greater optimization and simplifies configuration and installation processes for fast implementation of plug-and-play, out-of-the-box business applications. With modules for sales, marketing and customer service, Microsoft Dynamics CRM promises a fast, flexible and affordable solution that drives consistent, measurable improvements in every business process, enables closer relationships with customers, and helps achieve new levels of profitability.

Microsoft Dynamics CRM can be implemented and managed in on-site, hosted and hybrid environments. Alcatel OmniTouch Contact Center Premium Edition is designed to be immediately and intuitively operated by contact center staff, namely managers, supervisors and agents. Designed for contact centers with twenty to 150 agents, the solution provides the fully graphical interface the Visual CC.