Cisco Systems has announced that Mobily (Etihad Etisalat Company), a leading GSM mobile operator and the first 3G-licenced operator in Saudi Arabia, is implementing its Internet Protocol Contact Centre (IPCC) and IP communications solutions at its state-of-the-art customer service centre and throughout its corporate network to deliver advanced telephony and communications services to its customers and employees.

Mobily’s contact centre is the focal point of all customer service functions for the business and the Cisco IP Contact Centre is being deployed to 150 agents to provide advanced call centre applications including computer telephony integration (CTI), intelligent call routing and Internet Service Node (Network IVR) for distributed IVR services as well as self-service capabilities. The IPCC solution also offers unified messaging capabilities, allowing agents to handle customer communications by phone, fax, voice mail, e-mail and capability to support customers via its online support site. In addition to increasing agent availability and improving customer communications, the routing of voice over Mobily’s converged IP corporate network will also lead to significant savings in operating costs.
Khalid Al Kaf, CEO, Mobily, said: “Mobily is committed to delivering an optimum customer experience level in Saudi Arabia. We are diligently working to ensure we enable the highest level of customer satisfaction by deploying the appropriate, flexible and intelligent technology solution. Through Cisco’s proven technology for IP-based communications, we aim to establish one of the most advanced corporate communications and administration networks in the telecom industry in the region.”
 As part of the network convergence project, Mobily is also implementing Cisco network security and IP telephony solutions throughout the corporate network with 600 Cisco IP phones and Cisco firewalls with intrusion detection and protection. This will provide cost-effective voice communications as well as increase network capacity and provide secure connectivity for Mobily’s branch offices, partners and retail channels.
Ghazi Atallah, general manager, Cisco Middle East, said: “This important project demonstrates Cisco’s ongoing vision of developing intelligent information networks for businesses like Mobily that not only boost productivity and cut costs, but also act as a catalyst for fundamental changes in the way a business interacts with all stake holders. Cisco’s industry leading IP communications solutions will help enable Mobily to become a proactive, customer-centric organisation and remain at the forefront of the market.”