Smart Link has deployed the latest technologies and multi-channel state-of-the-art contact center systems for the mega distributed infrastructure project in two facilities in Riyadh and Jeddah operated by highly qualified workforce consisting of male and female Saudi youth exclusively.
After a thorough assessment and vetting of proposals that took more than a year, the Supreme Supervisory Committee, which was mandated by the Supreme Supervisory Committee of e-Government Program (Yesser) in Saudi Arabia, selected Smart Link from among highly reputable global and local companies, to implement, establish and operate the Kingdom’s most ambitious Amer project.
Commenting on the project, Al Khaleej’s Senior VP and Smart Link’s Managing Director Eng. Safwan Al-Khatib, said: “We are very proud and honored to be chosen by the Supreme Supervisory Committee to be a part of this prestigious National Program for e-government, which is a huge achievement for us. Our primary goal was to achieve and realize Yesser’s vision of providing a multi-channeled service platform in accordance with highest international quality standards in unprecedented levels, for which our team spent a lot of time and effort to understand and accurately define the project requirements and configure an advanced solution with technologies from major international companies.
“As a starting point of project implementation and in accordance with the highest international standards and the aspirations of the National program for e-government, Smart Link has led a technical and strategic alliance of world’s leading companies in the field of multi-channel contact centers solutions development. Additionally we are also working with group of prestigious international quality control organizations, which are qualified in identifying operational and administrative performance quality standards for service interactive facilities.”
The National Contact Center (Amer) will be a Tier-1 support center for beneficiaries of all contracted Saudi government agencies’ services through various channels, which is in line with the government’s directives to adopt e-government concepts and applications through the latest effective communication techniques between government institutions and all beneficiaries of their services inside and outside the Kingdom, including Saudi nationals and expatriates.
With the launch of phase 1, the National Contact Center (Amer) will respond to public and e-government beneficiaries’ inquiries where beneficiaries of the Saudi e-government portal, Ministry of Civil Service, Ministry of Commerce and Industry, Zakat & Income Agency, Saudi Post and National Program for e-Government (Yesser) will be able to avail of the technical support for services and electronic transactions provided by these government entities.
This center will serve all e-services beneficiaries depending on the various communication channels in order to communicate with users of electronic services and aims at providing advice, assistance and technical support rapidly and reaching them through more than one channel.
Smart Link adopted networking technologies and data distribution and transfer from Cisco and high-end multi-channel enterprise edition call center solutions from Avaya to transfer voice and data over fiber optic lines of the global network “Internet”.
In order to supplement the project with the best applications and support systems, Smart Link designed a CRM System relying on the best organizational communication tools and software development from Microsoft to provide Active Directory solutions, e-mail, users databases, integration and collaboration with highly sophisticated Microsoft Dynamics CRM solutions to build Communication Processes Management System and standard operating procedures among all members of the center’s work team and general beneficiaries of National Contact Center services.
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Quelle/Source: Saudi Gazette, 28.09.2013
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