Saudi-based National Water Company Rolls-out Altitude Software

Altitude Software, the leading independent global contact center solutions vendor, presented a ‘’Customer Service Excellence’’ Award to National Water Company (NWC), a Saudi joint stock company fully owned by the government which was established to provide water and wastewater services in accordance with the latest international standards. Mohammed H. Alhamidi, NWC Customer Service Senior Manager, received the award at the Altitude MENA Forum 2010 that took place in Dubai, U.A.E, on October 10th, 2010.

Providing the highest levels of customer service and water quality

Altitude Software’s ‘’Customer Service Excellence’’ Award aims to encourage and reward organizations that deliver great service and outstanding business performances through business model improvement and technology-based innovation on top of Altitude Software solutions in the MENA region. Commenting on this award, Mohammed H. Alhamidi said: "Receiving this award is a great honour for NWC. It is well-earned tribute to our hard working team and further recognition of our track record for success in providing the highest levels of customer service and water quality.’

NWC focuses on providing drinking water of high quality for all customers in the Kingdom of Saudi Arabia, providing all households with water and wastewater connections, the preservation of natural water resources, the protection of the environment, making maximum use of the Treated Sewage Effluent (TSE), and the development and training of qualified Saudi employees in accordance with the latest international standards.

"We decided to boost the efficiency of our two contact centers in Riyadh and Jeddah after a comprehensive research carried out within our company on how to enhance customer service. Our contact centers today efficiently manage all inbound customer interactions and a single number is all that is needed to ask for a technical intervention or to check a billing status," commented Mohammed H. Alhamidi.


All areas of a customer's history can now be accessed from a Unified Agent Desktop

NWC Customer Service Agents answer several thousands of customer calls each day, ranging from account queries to water supply, sewage or shortage. NWC contact center operations are available 24 hours a day, 365 days a year dealing with all water supply emergencies. The NWC contact center specifically includes capabilities for inbound and outbound customer interactions, email response management and IVR. Additional features include real time monitoring, intelligent routing and a unified desktop for complaint management

Automated processes have replaced the outdated ones involved in registering a complaint or accessing customer information. Thus, all areas of a customer's history from enquiries, billing history and service issues can now be accessed from a Unified Agent Desktop enabling customer enquiries to be dealt with in just one contact. The new system also allows agents to transfer a call, for instance to a supervisor or a back-office agent to handle specific issues. In this case, all the relevant caller information is forwarded with the call, including information entered by the transferring agent. This functionality saves time, boosts productivity, and eliminates caller irritation. "Customer satisfaction is at the core of our business and we count on technology as a key factor in helping us reach our goal. The Altitude contact centre software suite has helped us reach our objective of providing world-class customer service across the Kingdom of Saudi Arabia," commented Mohammed H. Alhamidi.


Contact Centre Performance

In the first months since the installation of the new contact center system, the quality of service at NWC has increased significantly, with more than 90 percent of first-call resolution rates. In addition, overall talk times for NWC agents have decreased by nearly 35% and almost 92% of customers using the call-back service are finding it meets their needs.

"We are pleased the Altitude uCI suite is being used by NWC to boost its customer service in the Kingdom of Saudi Arabia," commented Riadh Boukhris, Altitude Software MENA President. "NWC clearly identified the impact robust, flexible IP contact center technology can contribute to the customer interaction experience and took the steps to ensure that each customer call is given the level of attention and responsiveness it deserves."

The Altitude uCI contact centre suite enables advanced contact centre applications to increase business results and operational performance in areas such as blended multimedia services, outbound campaigns, self-service voice applications and advanced agent desktop applications. The specific Altitude Unified Desktop module integrates multiple CRM applications in a single user-friendly interface, providing agents with real-time and accurate customer information, including suggestions regarding cross/up sell opportunities, resulting on higher first call resolution rates, customer satisfaction and retention.


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