GEC NEWS WIREContinuing to build on their 15-year legacy of enabling enterprises in the Middle East to deploy customer-centric contact centers that deliver improved customer outcomes, IST launched IST OmniCloud, a cloud-based digital customer experience platform, and IST Sentiment Analysis. Available as independent solutions or as an integrated platform, IST OmniCloud and IST Sentiment Analysis allow enterprises to build a comprehensively integrated customer experience across web, email and social channels and gain actionable customer intelligence that will enable them to reduce costs, acquire more customers, expand business in to new markets and improve customer retention.
Commenting on the decision to launch these new platforms, Sherif Fahmy, Marketing Manager at IST said, “The Digital Customer Journey is now more important than ever—people expect to have digital frictionless interactions, whether it is with their family and friends or with their bank and telco. The voice channel in contact centers has become a commodity and in our view, for enterprises in the region looking to gain a competitive advantage, offering their customers a seamlessly connected customer experience across all digital channels is the differentiating factor. According to data from a survey we conducted in May 2017, only 35% of organizations in the Middle East currently follow such a customer service strategy, though we expect to see this number grow significantly as over 40% of respondents confirmed that they will be making an investment in digital contact center solutions over the next 12 months.”
