Cloud & Virtualisation

New solutions help Saudi operators embrace the cloud

A new series of cloud-based solutions for contact centres will allow operators in the Kingdom of Saudi Arabia to reduce their operational expenditure, as well as granting them a higher degree of control, greater design flexibility and simplified migration from on-premise environments...

A new series of cloud-based solutions for contact centres will allow operators in the Kingdom of Saudi Arabia to reduce their operational expenditure, as well as granting them a higher degree of control, greater design flexibility and simplified migration from on-premise environments.

The solutions, provided by Interactive Intelligence, are in line with Saudi Arabia’s growing interest in migrating services to the cloud, with 34% of Saudi organizations – particularly those from the telecoms and banking sectors – reportedly considering a shift to the cloud.

“Communications is following the more general trend of cloud computing," said Abdul Nasser Bangcola, country manager for Saudi Arabia at Interactive Intelligence. "As proof of this, over the last four quarters alone our cloud-related revenue grew 55 percent compared to the same period a year ago. Driving this growth has been our customers’ needs for lower up-front capital expenditures, faster deployment, and a more flexible 'pay-as-you-go' purchasing model."

The main service, known as Cloud Contact Centre, provides a set of on-demand services for contact center automation including Interactive Voice Response, Automatic Call Distributor, call recording, multimedia routing (email and text chat), predictive and preview dialing, and screen pop integration.

The cloud solutions can be deployed in one of three ways: Local Control VoIP Model, Remote Control VoIP Model and Remote Control TDM Model. These offerings allow customers to either retain a significant portion of their existing IP infrastructure or to completely migrate to the cloud-based service without the need to purchase any new telephony equipment.

The Local Control VoIP Model offers the greatest degree of local control, allowing customers to retain their existing telco trunks and their own gateways, proxy/media servers and IP phones. The Customer Interaction Centre (CIC) server is located as a virtual machine at the data centre, meaning that voice traffic remains on the customer's network and that all recordings and data are stored locally.

“With no capital investment and lower operational expenses compared to a premise-based communications system, it is no surprise why the cloud offering is such an inviting alternative,” said Bangcola. “By opting for the Local Control VoIP model, customers essentially get the best of both worlds - an on-demand subscription model and the benefits of an on-premise contact centre system.”

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