Splicecom Powers Multinational Cloud Contact Centre
Kanoo Travel, a division of Yusuf bin Ahmed Kanoo Group (YBA Kanoo Group) and one of the largest travel companies in the Middle East, has awarded the contract for a Splicecom cloud based contact centre solution to Kalaam Telecom, a global managed solutions provider for businesses across the Gulf States and international markets.
This deployment enables Kanoo’s customers and employees to enjoy efficient and effective cross-region communication over a single platform while reducing the use of physical infrastructure and OPEX costs. The move to the cloud frees up valuable space in the data centre, while delivering greater operational visibility through real-time and historical analytics.
“For 81 years Kanoo Travel has provided its customers with innovative, high-quality and cost-effective travel solutions, which will be enhanced further by adopting a cloud based contact centre.” Nabeel Khalid Kanoo, Board Director at YBA Kanoo Group said.
Kanoo Travel interim EGM, Mr. Zaeem Gama also added “We are delighted to have Kalaam Telecom as our technology provider. Their single voice platform will reduce cost significantly and unify our communications.”
Mr. Veer Passi, CEO of Kalaam Telecom said “Being a very nimble operator, Kalaam Telecom has always been ahead of the curve with its disruptive solutions and market-leading technologies. Our cloud-based contact centre and feature rich IP telephony solution, powered by Splicecom, gives a revolutionary edge to enterprise customers, allowing them to benefit from the investment made by Kalaam. And because we have done this, they get all the features of a contact centre without the need to make a significant investment themselves. The Splicecom contact centre solution, offers multiple benefits such as customised live dashboards, greater agent visibility and the ability to add and remove agents in real-time, enhancing the IT Manager’s overall view and elevating productivity. Because of this, enterprises are free to focus on their business objectives, instead of the technology for managing their contact centres.”
“Kalaam recently deployed this solution for Kanoo Travel’s contact centres in UAE, Bahrain and Saudi, supporting over 250 agents and 100 extensions. Delivering the unified communications platform not only makes the customer experience consistent across all regions, it also benefits Kanoo by greatly reducing their communications costs. This includes the total elimination of cross regional call costs between branches and reducing international calls from Bahrain by over 20%. Providing a greater depth of analytics, consolidated and customised reports and the ability to closely track and exceed clients SLA’s, our contact centre solution, powered by Splicecom, also gives Kanoo Travel the flexibility to centralise their business,” concluded Mr. Passi.