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Arc Solutions Aids Free Trade Zone Authority with Unified Communications Solution

January 24, 2011

Ras Al Khaimah Free Trade Zone (RAK FTZ), one of the fastest-growing free trade zones in the United Arab Emirates (UAE), has announced that it has selected Arc Solutions for advanced call handling and to improve communication across the organization.

The officials at RAK FTZ said that they have chosen Arc Premium unified communications suite to boost customer service levels and improve efficiencies in call handling services. This new solution will aid 350 RAK FTZ staff operating in business centers at four locations in the UAE and has an expanding international presence, with liaison offices in Germany, Turkey, India and the USA.

Also, the latest Arc Premium operator consoles used in the trade zones increases call handling efficiency and productivity in the operator centre. Arc Call Connect is also used to improve service levels and the effectiveness of contact centre agents, and the management tools of Arc Supervisor and Arc Wallboard deliver key performance metrics to supervisors and managers.

Oussama El Omari, CEO of RAK FTZ said that their company is rapidly growing organisation and Arc Solutions has helped them address the challenges they were facing in regard to call handling. "As a customer centric organisation, using the latest technology is a critical in successfully delivering our business plan. Which is why we turned to Arc Solutions to improve our customer service level within our Cisco IP telephony system and provide accurate metrics to ensure we meet our service level agreement to our customers," Omari added.

The Arc Solutions portfolio has been designed exclusively for use with Cisco Unified Communications platforms and is sold throughout the world by Cisco Business Partners. Arc Solutions products are fully approved and are the Cisco global product of choice for attendant console solutions. With its leading solutions and extensive research and development, training and support capabilities, the Arc proposition is unrivalled within the Cisco voice applications market.
Jyothi Shanbhag is a contributing editor for unified communications. To read more of Jyothi's articles, please visit her columnist page.

Edited by Jennifer Russell

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