Silah Gulf, Cisco join hands

TDT | Manama

The Daily Tribune – www.newsofbahrain.com

Silah Gulf has announced the “ground-breaking” launch of a Cisco Unified Contact Center Enterprise (Cisco UCCE), which the company said, “is one of the most advanced Contact Center platforms in the world.”

Silah said the partnership will see the introduction of a host of digital solutions, such as Cisco’s Dynamic Interactive Voice Response (IVR) and Visual IVR solutions, “which are the first of their kind in the region.”

The Cisco-routed platform, Silah said, will enhance its customer experience platform, while providing it with the business intelligence required to continuously enable contact centre optimisation.

Cisco’s conversational IVR technology leverages natural language processing to capture intent and handle customer contact requests accurately – enabling a seamless, self-service experience for Silah’s clients. Furthermore, Silah said it has also established the most advanced Customer Engagement Center solution in the region, which allows integration with the most advanced Chatbot and VoiceBot solutions in the market.

Owing to the development of a digital workplace with highly reliable voice channel, Silah said it has been able to handle hundreds of thousands of calls across its client portfolio during the pandemic.

“The platform can simultaneously support up to 2,000 concurrent contact centre agents and 3,000 concurrent calls.” “The partnership will enable us to build a network that will have a transformational impact for our customers in the GCC and help us in our goal of driving innovation to deliver complete, end-to-end customer experience solutions for our clients,” said Feras Ahmed, CEO of Silah Gulf.

Shukri Eid, Managing Director, Cisco Gulf Region, said, “We are proud to have developed a single, intuitive contact centre framework for Silah, which will not only improve customer engagements but also provide actionable insights to further aid enhancements and growth.”