In cooperation with 3iSolution, its in-country Saudi systems integrator, and regional channel development provider Tech Access, Sun Microsystems has successfully deployed an innovative and far-reaching hardware and software solution at a Jeddah call center operated by service provider Frontliners. The new technology infrastructure, which includes the initial provision of 50 Sun Ray thin clients, will enable staff at the 24-hour call center to provide voice, e-mail, fax and SMS outsourced solutions for different companies in Saudi Arabia.
The multichannel, multilingual call center staffed by Saudi nationals, can handle more than 15,000 calls a day. Frontliners customers will now be able to receive daily online reports and will also be offered data warehousing and business intelligence services as a result of the Sun deployment.
“We needed a world class solution in place to support the requirements of our customers and give them the best that technology can bring in terms of security, productivity and reliability,” said Julien Durand, GM, Frontliners. “The solution we have implemented also allows us to provide value-added services, differentiating ourselves from other operators in the Kingdom. System reliability and security were important considerations for us when we examined different vendors. Sun’s offering, combined with the support and implementation plans of 3iSolution made them an attractive choice for us.”
Frontliners has installed 50 Sun Ray desktops and associated software, but senior executives at the company anticipate rapid growth for their services and expect to increase the number of employees to 224 by 2006.
Frontliners evaluated proposals from a number of other IT vendors, before opting for Sun, whose powerful and space saving Sun Ray thin clients and streamlined software solution matched the short- and long-term requirements of Frontliners. The contact center provider was able to evaluate a live mock-up of the solution at Tech Access’ million dollar i-Force test center located at its Dubai Internet City offices.