C Square Consulting has implemented the first ever Genesys-hosted solution in MEA region. The solution implemented is a complete SIP based with Genesys High Availability.

IST Networks is a System Integration and a Cisco Advance Technology Provider (ATP) for Contact Center solutions. IST Networks was established in Saudi Arabia in 2004, and since then has expanded and grown offices in Australia, UAE, Egypt, Jordan and India.

In April 2012 IST Networks decided to set up a hosted Contact Center for multiple businesses. The technology that IST selected for a 450 seat hosted Inbound and Outbound Contact Center was Genesys Telecommunications.

Although selection of technology is the most critical element in implementing a hosted Contact Center, it is even more important to select a capable Partner that will be able to deliver a customized solution as per specific customer needs.

In April 2012 C Square Consulting (Pvt.) Ltd. was awarded the project to implement a Genesys based hosted Contact Center for IST Networks in Cairo, Egypt.

C Square Consulting has successfully designed, implemented and integrated the first ever hosted solution in Middle East and African region based on complete Genesys SIP based solution with Genesys High Availability.

The solution deployed is highly dynamic as it runs a blended environment of inbound and outbound predictive dialer. It intelligently predicts traffic coming into the Contact Center and dynamically predicts availability of a Customer Services representative before pushing an outbound campaign to the Customer Services representative.

This is one of a kind multi-tenant implementation within the region using voice and multimedia channels to service customers with diverse preferences.

Genesys Telecommunications has once again relied upon C Square Consulting to deliver one of the most strategic and technically challenging deployments in the region.