Summit Technical Solutions announced on Monday that it won a tender to implement the second phase of a project for Cable Network Egypt (CNE) which includes establishing an interoperability centre to manage the company’s business in the event of disasters and crises at a cost of EGP 20m.
The new centre is set to be located about 50 km away from the main centre, which is based in Sixth of October City.
The exchange centre will supply services through remote control, which constitutes a major driver for overcoming the coronavirus pandemic while maintaining physical distance, as the company succeeded in providing its services to customers during the pandemic through its strong infrastructure and pioneering technologies.
Customer service managers will be able to receive customer calls to provide technical support and activate the subscription packages of different channels while ensuring the continuity of the work of the automated answering system to calls in the event of any natural disasters or threats that lead to disruption of the company’s main centre.
Commenting on this cooperation, Magda Al-Sabaa, the Chairperson of Summit Technology Solutions, confirmed that the company is proud of its historical relationship with the CNE by providing a package of the most prominent solutions and services.
The new exchange centre depends on an ‘IVR’ interactive response system and cloud-based solutions for call centres in Egypt. These solutions provide companies with digital capabilities that allow creating more effective communication channels between employees and customers through any point of contact, device, or channel. Work on the project is expected to take a few months and is scheduled to be completed during the first quarter (1Q) of 2022.
Mohamed Qassem, the Managing Director of CNE, indicated that CNE have noticed an extraordinary interest from Summit Technology Solutions in implementing the company’s main call centre, and therefore Summit was chosen to implement the new exchange centre as a strategic partner in the implementation of this project, which was praised by Avaya International.
“The number of IVR users from our subscribers reached more than 55%, and CNE provides its services to its subscribers 24/7 in addition to securing and protecting subscribers’ data,” he said.
“Customers’ cultures have also changed in terms of paying and collecting subscriptions, and the number of customers today has reached 300,000 subscribers.”
Abdel Nabi Zaki, the Project Sales Manager at Summit for Technical Solutions, explained that the IVR system solutions on which the exchange centre relies will contribute to alleviating the burden on CNE’s call centre employees, as it is possible to communicate automatically between customers and the company through modern communication technologies that rely on artificial intelligence solutions through several methods such as e-mail, SMS, chat, and social media, minimising communication with customers.