RAK Free Trade Zone bolsters communications delivery

Arc Solutions has been selected by Ras Al Khaimah Free Trade Zone (RAK FTZ), one of the fastest-growing free trade zones in the UAE, to deliver advanced call handing and to improve communication across the organisation. The Arc solution, based on the Arc Premium unified communications suite, is aiding RAK FTZ to boost customer service levels and improve efficiencies in call handling.

RAK FTZ is home to some 4,000+ active companies from 106 countries around the world. The organisation employs 350 staff, operates business centres in four locations in the UAE and has an expanding international presence, with liaison offices in Germany, Turkey, India and the USA. RAK FTZ has also created a unique, customer centric four-park system comprised of its Business Park, Industrial Park, Technology Park and Academy Zone, each of which offers access to cutting-edge technology. The Arc Solutions unified communications solution was chosen by RAK FTZ to unite the organisation with a robust and advanced suite of applications that improve productivity and call handling services.

The Arc Solutions suite of applications has been deployed throughout the RAK FTZ to strengthen the organisation’s communications delivery. The Arc Premium operator consoles increase call handling efficiency and productivity in the operator centre. Arc Call Connect is used to improve service levels and the effectiveness of contact centre agents, and the management tools of Arc Supervisor and Arc Wallboard deliver key performance metrics to supervisors and managers. The Arc Solutions portfolio has been designed exclusively for use with Cisco Unified Communications platforms and is sold throughout the world by Cisco Business Partners. Arc Solutions products are fully approved and are the Cisco global product of choice for attendant console solutions.

“RAK FTZ is a rapidly growing organisation and Arc Solutions has helped us address the challenges we were facing in regard to call handling, said Oussama El Omari, CEO, RAK FTZ. “As a customer centric organisation, using the latest technology is a critical in successfully delivering our business plan. Which is why we turned to Arc Solutions to improve our customer service level within our Cisco IP telephony system and provide accurate metrics to ensure we meet our service level agreement to our customers.”