Middle East Contact Centre Exhibition (MECC) 2011
Rushika Bhatia

Middle East Contact Centre Exhibition (MECC) 2011

Visitors to this year’s Middle East Contact Centre (MECC) exhibition will be among the first in the region to see how the Middle East’s most advanced contact centres are integrating feedback via social networks.

MECC will take place at Dubai International Convention Centre from May 31st – June 1st and will showcase innovative contact centre solutions.

Understanding that increasingly Internet-savvy customers in the Middle East use social networking sites to answer questions before they approach an actual company for information, Avaya are one of the companies which will demonstrating at MECC their social media solutions, with the Avaya Aura Contact Centre Suite.

The solution integrates with Avaya’s Social Media Manager, a social media search engine that searches user-generated content and integrates social media mentions that are relevant and require action into the contact centre.

A key discussion point at MECC 2011 will be the expected decline of actual voice calls to contact centres in the region, as customers increasingly reach out via email, IM and social networking sites.