The Public Services Company was founded in 1996 owned mostly by government institutions. In June 2003, PSC’s organization structure was changed as the Kuwait Finance House (with 80% share) and Al-Awqaf Foundation (with 20% share) joined together to run its business operations.

PSC’s multi-tiered approach to client engagement is dedicated to providing both business-to-consumer (B2C) and business-to-business (B2B) programs in various fields such as Health Insurance, BPO and Contact Center outsourcing, IT solutions and others. PSC has developed industry-specific competencies that allow it to respond to unique demands and opportunities in specific markets, aligning its solutions as closely as possible with its clients’ business goals.

Xcel a project of Public Services Company of Kuwait, dedicated to providing Health Insurance, BPO and Contact Center outsourcing, and IT solutions to its customers. The Xcel project needed to integrate their business critical CRM and Telephony Contact Center Solutions to enable their outsourced contact center to more efficiently handle customer requirements, and complete their new, state-of-the-art outsourced contact center.

Solution:

Public Services Company chose the AMC MCIS for their integration of Microsoft Dynamics CRM and their Nortel Contact Center 6.0 (CC 6.0).

 “The launch of the comprehensive outsourced contact center, Xcel, demonstrates the commitment of Public Services Company to the satisfaction of its clients,” stated Eng. Bader Al-Enezi, GM and MD of Public Services Company.

“Through the use of state of the art technology, Public Services Company is providing the finest customer experience and operational efficiency.” stated Dr. Ehad Rahman, Xcel Contact Center Executive Director and Business Development Consultant of Public Service Company.

AMC’s MCIS has provided Public Services Company with a pre-packaged, certified integration between Microsoft Dynamics CRM and the Nortel CC 6.0. This solution helps improve agent responsiveness, by providing a screen pop with customer essential information at their fingertips.

Results: