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Cisco Unified Communications Manager (CallManager)

Saudi Arabian Contact Center Migrates to SIP Trunking

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SMSA Express implemented Unified Communications Manager and Unified Contact Center Express.

Text Box: EXECUTIVE SUMMARY
SMSA EXPRESS TRANSPORTATION COMPANY, LTD.
●	Shipping
●	Saudi Arabia
●	1500 Employees
BUSINESS IMPACT
●	Reduced operating costs for customer service by 20 percent
●	Lowered total cost of ownership by 15 percent
●	Improved telephone service factor (TSF) from 85 to 95 percent
●	Built foundation for more customer self-service capabilities
Business Challenge

The largest courier company in Saudi Arabia, SMSA Express Transportation Company Ltd. ISO 9001-2008 Certified maintains a fleet of 650 vehicles, providing delivery services to approximately 200 cities, villages, and towns. More than 1500 employees work from five major distribution hubs and 24 stations, delivering documents and products to companies, factories, offices, and homes.

The contact center is the hub of the business. Approximately 60 agents staff the contact center 24 hours a day to take orders for package pickup and provide delivery status. Previously, SMSA Express had three contact centers in different cities, each with a separate time-division multiplexing (TDM) connection to the local carrier, Saudi Telecom.

When Saudi Telecom adopted Session Initiation Protocol (SIP) trunking, the carrier urged its customers to begin migrating from their existing TDM circuits to SIP trunks. To comply, SMSA Express needed a proven platform and implementation assistance. The company also wanted features to keep contact center agents productive, provide an excellent caller experience, and reduce overall costs. “SMSA Express is committed to providing customers with excellent service and a high level of customer satisfaction, with the help of state-of-the-art technology and automated self-service,” says Eng. Majed Alesmail, Deputy Managing Director of SMSA Express.

Solution and Results

SMSA Express found its solution in Cisco® Unified Communications Manager and Cisco Unified Contact Center Express. “Cisco was the only vendor to provide 100-percent pure IP telephony, and had a lower total cost of ownership,” says Kashan Khalid, IT Projects Team Leader.

Working with Cisco Services, SMSA Express completed the implementation in three months, making SMSA Express the first company in Saudi Arabia to benefit from cost-saving SIP technology.

A Cisco Unified Communications Manager resides in a centralized contact center in Riyadh, connecting to the Saudi Telecom network over a 4-Mbps SIP trunk that supports 50 concurrent calls. The main benefits of the Cisco Unified Communications Manager and Cisco Unified Contact Center Express for SMSA Express include:

   Lower total cost of ownership: SMSA Express consolidated from three TDM platforms to a single Cisco Unified Communications Manager server. Total cost of ownership decreased by at least 15 percent, and operating expense for customer service decreased by 20 percent.

   Improved telephone service factor (TSF): Agents now answer 95 percent of all calls, up from 85 percent with the previous platform. Time to resolution is also faster. The company attributes both improvements to the monitoring and control features of Cisco Unified Contact Center Express.

   Customer self-service: Callers can use a self-service option for package tracking, avoiding the need to wait for an agent and freeing agents to help customers with more complicated requests. SMSA Express plans to also offer self-service to check account balances and request a package pickup.

   Rapid deployment: The SMSA Express technology team and Cisco Services collaborated to complete the deployment within three months.

   Support for business growth: Consolidating to a single centralized contact center platform simplifies expansion. SMSA Express can easily add more agents in any location.

“We chose Cisco Unified Communications because of its comprehensive collaboration capabilities,” says Irshad M. Baig, National Manager - Information Technology for SMSA Express. “With clear support from higher management and the technical team’s flair for Cisco solutions, we were able to give our customers superior service.” says Vinod Panicker, National Manager - Customer Service.

For More Information

To find out more about Cisco Unified Communications, visit: http://www.cisco.com/go/unifiedcommunications.

To join conversations and share best practices about collaboration, visit: http://www.cisco.com/go/joinconversation.