Dubai, UAE - (June 5, 2013): MECC 2013 once again proved to be the premier contact center event for both emerging and established markets in the Gulf region. From exhibitors to delegates and visitors, the event attracted topnotch decision-makers from the contact center management sector.
At the conference today, Waqas Mirza, Managing Director - MENA, unveiled the new version of Unison, Avanza's flagship CRM and Contact Center suite. He announced the launch of four new groundbreaking modules in Unison, and said, "Unison is a comprehensive agent desktop and CRM solution that transforms all customer touch points including Contact Centers to deliver an integrated and seamless cross-channel experience to end consumers. Unison is being used by more than fifty banks, telcos and public sector firms in the region. The launch of new modules is a natural outgrowth of the powerful customer base we enjoy in the Middle East, Africa and South Asia."
In addition to the many refinements and improvements in existing modules, Unison now has following new modules:
- Unison on the Go: Avanza launches Unison App on Tablet and Mobile platforms. Through their experience and knowledge of business processes gathered from over a hundred organizations, Avanza's product development and R&D teams have carefully crafted a mobile application for Unison that is aimed at Relationship Managers, Business Unit Heads, Sales teams, IT Ops and Back office teams.
- Business & Operational Analytics: Avanza has consulted prominent business leaders and thinkers to gain insight into current and future analytics requirements in the Banking and Telco sectors. Together with their years of experience in CRM / Contact Centre implementations and industry experts' insight, Avanza is very excited to launch "Analytics Dimension" of Unison which helps define, measure and monitor indices and views such as profitability, risk, value, retention and efficiency at customer, unit, regional and enterprise levels.
- Knowledge Base: All Unison business entities such as Complaints, E-Forms, Sales Leads, Customer Interactions, Calendars etc have been structured under a centralized intelligent repository. This knowledgebase acts as a single go to point for any CRM user to tap into customer data depending on roles and rights and associate existing entity items with new interactions.
- Email Automation: Avanza has launched a smart Email Management Module within Unison that helps transform customer email interactions into granular and structured data. Through this transformation, email interactions can now become part of workflows defined in the organization and help managers monitor SLAs and response times.
Avanza Solutions is a global software solutions provider specializing in products ranging from Customer Relationship Management & Contact Center Solutions, Payment Processing, Self-service Banking, Monitoring & Control to specialized services like IT Consulting, Infrastructure Management, and Quality Services. It has over 300 customers worldwide cutting a cross-section of industries, with specific concentration in the financial, telecommunication, and government sectors.
Avanza has a team of over 250 dedicated and experienced resources worldwide and its banking products are used in some of the largest banks in the region such as Barclays, Standard Chartered, HBL, ADIB, DIB, KFH, QNB, BBK and many more.
© Press Release 2013
