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Smart Link Makes Waves in Saudi e-Government Program

By Michael Mayday, TMCnet Contributing Writer

Smart Link BPO Solutions and Contact Centers has finished phase one of Saudi Arabia’s National Contact Center for the Kingdom’s e-government program, Yesser.

Following more than a year of proposals and assessments from global and local companies, the Supreme Supervisory Committee of the e-Government Program selected Smart Link to establish and maintain the National Contact Center (NCC for short, or also known as Amer).

Smart Link, a member of the Al Khaleej Training and Education Group, is the largest professional business services and contact center solution provider in Saudi Arabia. They’ve provided state-of-the-art technologies for the NCC’s two facilities in Riyadh, the capital city, and Jeddah, the second largest city in the Kingdom. The two facilities will be staffed solely by Saudi youth of both sexes.

Smart Link’s Managing Director Eng and Al Khaleej’s Senior Vice President Safwan Al-Khatib said that the company is “very proud and honored to be chosen by the Supreme Supervisory Committee to be a part of this prestigious National Program for e-government.” He added that the company’s main focus was to provide a “multi-channeled service platform in accordance with the highest international quality standards” for the Yesser program.

The NCC is expected to be a support center for all Saudi government agencies.  With the launch of the first phase, the NCC will begin responding to public and e-government beneficiaries’ questions and certain groups (including the Ministry of Civil Service, Ministry of Commerce and Industry, Zakat and Income Agency, and Saudi Post) will be able to make use of the new services provided by Smart Link.

In order to provide the NCC services, Smart Link adopted technologies from American companies Cisco and Avaya (News - Alert).  According to Al-Khatib, Smart Link has “led a technical and strategic alliance of [the] world’s leading companies in the field of multi-channel contact centers solutions development” as they embark on the ambitious Amer project.