Pact inked for integrated cloud contact centre

Muscat: The Ministry of Social Development and Omantel have signed an agreement under which Omantel will set up a centre for cloud services for the ministry.

Dr Laila Ahmed Al Najjar, Minister of Social Development and Talal bin Said Al Mamari, CEO, Omantel signed the agreement.

As per the agreement, Omantel will set up an integrated contact centre for cloud communications to provide IT solutions and services within a secure, high-quality, and flexible cloud environment.

Services covered by this agreement include cyber protection, digital data storage, and the issuance of periodic reports. The call centre will also be linked to the ministry’s CRM system and will speed up transactions and add more accuracy in dealing with existing files.

These integrated solutions will help ministry’s officials' access regular reports on the performance of the units and call centre employees. Such reports will enable them to follow up the performance indicators in line with administrative policies related to the public sector.

Commenting on the signing of this agreement, Laila Al Najjar said, "Through this agreement, we intend to upgrade the services and operational processes of the Ministry. We seek to benefit from the solutions and cloud services provided by Omantel, which are known for being flexible and of high quality and most importantly meet the ministry's requirements."

She added, "These solutions and technologies will make the process of receiving inquiries, reports, complaints, family counselling and beneficiary services in a flexible, fast, accurate and secure manner. They will also facilitate following up on files from different departments and digital storage for long periods. The move will contribute towards updating the ministry's systems and services to support e-government.”

Talal bin Said Al Mamari, said, “Signing this agreement reflects the confidence of our customers in the advanced services provided by Omantel. Today, we are pleased to have the Ministry of Social Development join the list of government agencies benefiting from our state-of-the-art ICT solutions. Omantel is keen to provide the latest technologies and communications solutions and leverage its vast experience and capabilities to ensure that the Ministry achieves the maximum benefit from this project. I am confident that this cooperation will enhance government’s efforts towards digitising governance and will link various public organisations.”