Leading Arabian Horse Racing and Breeding Institute Boosts Customer Experience with Altitude Solution

PRESS RELEASE: Altitude Software and Ibtekkar, a key Altitude channel partner in UAE announced the launch of a “Best-in-Class” Contact Center for the Wathba Stallions and the HH Sheikh Mansoor Bin Zayed Al Nahyan Global Arabian Horse Flat Racing Festival.

The contact center – a successful implementation of the Altitude uCI 8 solution at the Festival’s headquarters in the UAE capital – handles the complete marketing and customer service operations of the arabian horse breeding institute and horse racing festival of HH Sheikh Mansoor Bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Presidential Affairs of the United Arab Emirates.

Aiming to provide the best customer experience in horse racing events

The specialized contact center handles multichannel customer interactions by phone, email, fax and web. It has been established at the Mangroves Suites by Jannah in the UAE capital to respond to all queries in five languages. The main customer service & helpline campaigns handled by the contact center are related to the HH Sheikh Mansoor Festival events that are organized throughout the year across the world as well as The Wathba Stallions horse breeding activity.

“The new Contact Center has been established to support the global reach of the HH Sheikh Mansoor Festival as well as the expansion of The Wathba Stallions Horse breeding operations. We clearly aim to bring the best customer experience to the global sport of horse racing and to horse breeding.” Said Ms Lara Sawaya, Executive Director of the HH Sheikh Mansoor Bin Zayed Al Nahyan Global Arabian Horse Flat Racing Festival. “Providing exceptional service is a key part of Festival and the Wathba Stallions value proposition, and our new Abu Dhabi-based contact center is helping us do exactly that”.

The Altitude uCI 8 suite helps contact center agents to have complete customer insights that enable personalized and seamless interactions. The company is also able to intelligently route interactions, automate outbound dialling, and use real-time performance dashboards to optimize contact center experience.

Strong local partnership enables fast contact center deployment

“Our work with The Wathba Stallions and the HH Sheikh Mansoor Bin Zayed Al Nahyan Global Arabian Horse Flat Racing Festival is a clear demonstration of how Ibtekkar can provide agile customer interaction management solutions to all vertical segments,” said Ahmed Awaad, Head of Operations at Ibtekkar UAE. ‘’I believe the clarity of the vision and the solid functionality provided by Altitude Software was the key to our successful execution of a 15-day contact center project plan.”

Altitude uCI is a complete customer engagement suite that provides contact centers with the most advanced technology. It helps agents to make a positive impression, boosting customer experience and transforming existing customers into brand advocates. “We are very honoured to have delivered a unique customer experience-driven contact center in our MENA region,” said Riadh Boukhris, Altitude Software MENA President. “The Wathba Stallions initiative is a good example of our commitment to make our MENA region a world-leader in customer Service for the people to enjoy the right customer service anytime, anywhere.”