Unified Communications Featured Article

Multi-Tenancy Unified Communication Solution Delivered by Arc Solutions

January 25, 2011

Advanced call handing across Ras Al Khaimah Free Trade Zone or RAK FTZ will be delivered by Arc Solutions.

Arc Solutions has been also selected to improve communication across RAK FTZ, which will also be aided by the Arc solution to boost customer service levels. Efficiencies in call handling will be therefore improved with this solution which is based on the Arc Premium unified communications suite.

RAK FTZ is one of the fastest-growing free trade zones in the UAE. Over 4,000 active companies from 106 countries around the world are located at RAK FTZ. Business centers in four locations in the UAE are operated by the organization with a staff of 350 people.

A unique, customer centric four-park system has also been created by RAK FTZ. Access to cutting-edge technology is offered by each of the four parks, Business Park, Industrial Park, Technology Park and Academy Zone. A robust and advanced suite of applications is needed to unite the organization. This suite of applications should be able to improve productivity and call handling services. RAK FTZ has therefore selected the Arc Solutions unified communications solution.

The organization's communications delivery has been strengthened with the deployment of the Arc Solutions suite of applications throughout the RAK FTZ. Call handling efficiency and productivity in the operator center can be increased with the Arc Premium operator consoles. Service levels can be improved with Arc Call Connect. The effectiveness of contact center agents will also be improved. Key performance metrics to supervisors and managers will be delivered by the management tools of Arc Supervisor and Arc Wallboard.

In a release, Oussama El Omari, CEO, RAK FTZ said, "RAK FTZ is a rapidly growing organization and Arc Solutions has helped us address the challenges we were facing in regard to call handling. As a customer centric organization, using the latest technology is a critical in successfully delivering our business plan."

Omari added that the organization has therefore turned to Arc Solutions to improve the organization’s customer service level within the Cisco IP telephony system. The solution will also be able to provide accurate metrics. RAK FTZ will be therefore able to ensure that the service level agreement with customers is met.

Want to learn more about the latest in communications & technology? Then be sure to attend ITEXPO East 2011, taking place Feb 2-4, 2011, in Miami. ITEXPO offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Calvin Azuri is a contributing editor for unified communications. To read more of Calvin’s articles, please visit his columnist page.

Edited by Janice McDuffee

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