Korek Telecom, one of Iraq's three national telecom operators, has recently chosen Aastra, a leading company at the forefront of the enterprise communication market, for the expansion of its contact center of its headquarters in Irbil, in addition to establishing two new contact centers in Baghdad and Sulaimaniyeh.
This major step comes as a necessary procedure to cope with the growing number of Korek's subscribers all over Iraq.
Sefintel will be in charge of delivering and integrating the solution with the help of Tawasol, Aastra's business partner and regional distributor. The scope of the project involves the expansion and upgrading of Korek headquarters' contact center system to 45 agents in order to achieve more timely responsiveness due to increased customer care traffic. The second part of the project involves establishing new dynamic contact centers in Baghdad and Sulaimaneyeh for another 66 agents in order to expand Korek's reach to its subscribers.
Anwar A. Muhammad, Managing Director of Korek said commenting on the deal:
"We are highly committed to serving our customers in the most efficient and time saving manner, and this project was planned for this purpose. Amongst aggressive competition, we have chosen Aastra's award-winning Solidus eCare contact center application for its flexibility, its support for new multimedia contacts such as SMS, Email, Fax and Internet, and the capability to integrate with other applications and databases such as our pre-paid mobile billing system."
Aastra's efforts in the contact centre market were recently recognized by a Frost & Sullivan award (2009 EMEA Inbound Contact Routing Systems Market Growth Strategy Leadership).
"Korek customers will be guaranteed better access to the most appropriate and competent agents each time they contact us. In addition, Korek will be able to serve larger segments of its subscribers whether speaking Arabic, English or Kurdi language through its contact centers in Baghdad and Sulaimaneieh," says Feryad A. Jaff from Korek.