Itisaluna Abr Al Iraq – IP Contact Center
Established in 2007, Itisaluna is the latest Iraqi National Wireless Fixed voice and data Telecommunications company to pioneer the Iraqi telecommunications sector through providing a unique bundle of voice and high-speed internet services.
- Itisaluna chose JBS to install and implement its new IPT Contact Center infrastructure; this four months undertaking began in December 2007, ending its last phase in March 2008, with Jordan being the initial staging place for the new pilot initiative.
The IPT Contact Center project involved the positioning and deployment of an IP telephony system in carefully chosen four sites across Iraq, with the international airport being the main site. The other sites that would make up the virtual center would be Baghdad, Basra and Erbil.
The IPT Contact Center application would route customers’ calls
to a dedicated customer service agent at all of the Itisaluna facilities. The new contact center would handle voice and data simultaneously, and help Itisaluna handle customer service within its offerings. The IP Contact Center includes a basic voice menu to assist in directing callers to the appropriate technical support team regardless of location.
Bucher & Suter, A Swiss Company specializing in IPCC applications was commissioned as a subcontractor to support JBS during the final phases of the project.
The IPT Contact Center Interactive System offers high-quality support to customers tagged with faster service, as well as self-service functions that eliminate the need to speak to an agent. The JBS design also includes capabilities with auto attendant, menu directions, and skills-based routing. Consequently, this will better enable Itisaluna manage its customer relationship management capacities within different parts of Iraq, retaining its already growing customer base. Itisaluna has also gained operational efficiencies and has cut cost while at the same time improving the support provided to customers in Iraq.
This solution from JBS has allowed Itisaluna to take advantage of IPT Contact Center to simplify and reduce cost related to such challenges as engaging workers and remote staff more closely in a wide range of customer, vendor and partner interactions. The IPT Contact Center system from JBS has opened up new possibilities for communicating efficiently with customers and responding to their needs.