US-based Interactive Intelligence Group Inc, a global provider of software and services designed to improve the customer experience, has signed Awal IT Services, a subsidiary of Saudi Telecom Company (STC), as an Elite partner.

Under the agreement, Awal will sell, implement and service Interactive Intelligence’s contact centre, unified communications, and business process automation software and solutions portfolio across all market segments and verticals in Saudi Arabia.

Awal is described as a customer-centric company supporting large business organisations as well as government institutions to design, build, and manage flexible, scalable, and secure information infrastructure environments in a way that delivers tangible business outcomes to its clients. The company is a part of STC Group’s expansion strategy to fill the gap between connectivity infrastructure and IT services infrastructure. Besides serving their clients with connectivity and hosting services, they expanded their services base to provide end-to-end IT services. This enables them to offer a high-quality IT services bouquet through one single point for their customer.

NEW CLASS OF CONSUMERS

The demand for a contact centre, unified communications and IP telephony solutions has been growing rapidly in Saudi Arabia and this trend is expected to continue in the next few years. The technology revolution currently witnessed in the kingdom has led to the emergence of a new class of consumers, who easily access information through diverse channels enabling them to express their views. The increasing demands of these customers have compelled call centre operators and organisations to evolve at a rapid pace to accommodate growing needs. The government has also introduced various initiatives aimed at providing a high-quality customer service and opening new channels of communications with customers.

“Interactive Intelligence is highly committed to the Saudi market and is continuously looking for strong partners that can help grow our business in the region - partners who have strong local presence, wide market coverage and high-level skills and expertise. We are very pleased to partner with the company and look forward to working closely with them” said Safwat Alshawaf, territory manager, Saudi Arabia, at Interactive Intelligence.

Interactive Intelligence Group’s solutions, which can be deployed in the cloud or on-premises, are in use by more than 6,000 customers worldwide. Interactive Intelligence is among Software Magazine’s 2013 Top 500 global software and service providers, and has received a Frost & Sullivan Company of the Year Award for the last four consecutive years. In addition, Glassdoor honoured Interactive Intelligence with its 2014 Employees’ Choice Award as one of the Best Places to Work in the US, and Mashable ranked Interactive Intelligence second on its 2014 list of the Seven Best Tech Companies to Work For.

The company has offices throughout North America, Latin America, Europe, the Middle East, Africa and Asia Pacific.