Newroz Telecom in Kurdistan needed to improve its customer contact center experience as well as improve operations with a major upgrade to its Customer Call Centre. After careful consultation, they chose a Cisco Unified Contact Centre Express (Version 7) solution alongside Cisco Agent Desktop (CAD) and Advanced Quality Management (AQM). The solution has helped them to improve customer interaction by measuring agent performance, customer experience and Interactive Voice Response (IVR) performance.

Technology Partners procured all the hardware including IBM servers, Cisco telephones, Plantronics headsets, Dell PCs and the Cisco Unified Contact Center Express V7 software.  Technology Partners also undertook the complete integration of the system and conducted user training for all Contact Centre staff.