GEC NEWS WIREPhase One of the National Contact Center for Saudi’s e-Government Program
Smart Link BPO Solutions & Contact Centers, a member of Al Khaleej Training and Education Group, announced on the 83rd anniversary of the Saudi National Day that it has successfully launched and completed the first phase of the National Contact Center – NCC project (also known as AMER) for the Kingdom of Saudi Arabia’s e-Government program (YESSER). Smart Link successfully deployed the latest technologies and multi-channel state-of-the-art contact center systems for the mega distributed infrastructure project in two facilities located in Riyadh and Jeddah operated by highly qualified workforce consisting of male and female Saudi youth exclusively.
Commenting on the project, Al Khaleej’s Senior VP and Smart Link’s MD, Eng. Safwan Al-Khatib said, “Our primary goal was to achieve and realize YESSER’s vision of providing a multi-channeled service platform in accordance with highest international quality standards in unprecedented levels, for which our team spent a lot of time and effort to understand and accurately define the project requirements and configure an advanced solution with technologies from major international companies. As a starting point of project implementation and in accordance with the highest international standards and the aspirations of the National program for e-government, Smart Link has led a technical and strategic alliance of world’s leading companies in the field of multi-channel contact centers solutions development. Additionally we are also working with group of prestigious international quality control organizations, which are qualified in identifying operational and administrative performance quality standards for service interactive facilities.”
The National Contact Center (AMER) will be a Tier-1 support center for beneficiaries of all contracted Saudi government agencies’ services through various channels, which is in line with the government’s directives to adopt e-government concepts and applications through the latest effective communication techniques between government institutions and all beneficiaries of their services inside and outside the Kingdom including the Saudi nationals and expatriates.
