ORA Developers Egypt Boosts CX with Zoom Contact Center

ORA Developers Egypt is a prominent real estate and hospitality company with an established global presence. Some of ORA Developers Egypt's notable achievements include the development of premium projects across Egypt, such as ZED ElSheikh Zayed, ZED East, Solana New Zayed, Solana East, Pyramid Hills, and Silversands North Coast. Through a commitment to exceptional customer service and delivering outstanding experiences, ORA Developers Egypt has established an excellent reputation within the real estate sector.

Recognizing the need to enhance their contact center, ORA Developers Egypt sought a new solution that could help address their key concerns, including security, stability, and scalability. Their goal was to find a system that could not only resolve current challenges but also adapt to their future needs.

Choosing Zoom Contact Center: A Strategic Decision

ORA Developers Egypt embarked on a thorough discovery process, evaluating several potential solutions. After careful consideration, Zoom Contact Center (ZCC) emerged as the clear choice. The decision was made in close collaboration with key stakeholders, ensuring alignment with the company’s strategic goals.

One of the primary reasons for selecting Zoom was its ability to address their most pressing concerns. The promise of new features and integrations also made Zoom an attractive option for a company that was looking to modernize its operations.

Seamless Transition and Immediate Benefits

The implementation of ZCC was remarkably smooth for ORA Developers Egypt, allowing it to successfully transition to Zoom without any disruption to customer service operations. The enhanced communication tools provided by Zoom significantly improved the agent experience, allowing for more efficient and effective interactions with customers.

According to ORA Developers Egypt’s technical team, the transition was a game-changer: “Zoom addressed our challenges by providing better security, stability, and reduced maintenance overhead.” These improvements helped free up valuable time for the team to focus on other critical aspects of the business.

Quantum Group DMCC, a Dubai-based platinum partner of Zoom, recognizes the importance of customer satisfaction in Egypt's real estate market and successfully facilitated ORA Developers Egypt’s adoption of Zoom’s stable, cost-effective, and scalable platform. This partnership underscores Quantum’s dedication to providing advanced communication solutions that prioritize customer satisfaction. As a result, ORA Developers Egypt has been able to significantly optimize its capital and operational expenses while extensively enhancing its customer service capabilities, helping to solidify its leadership in Egypt's competitive real estate market.

Measurable Improvements and Looking Ahead

Although it’s still early to quantify the full impact on customer interactions, the internal benefits are already clear. ORA Developers Egypt estimates that it has saved approximately 30% of work time since migrating to ZCC. The improved service availability, thanks to Zoom’s reliable stability, has also helped significantly improve call center uptime.

Moreover, Zoom’s advanced features and seamless integrations have provided the team with new capabilities, enabling them to deliver a higher standard of service. As the team becomes more familiar with the platform, they are excited about leveraging these features to further enhance operations. The successful transition has not only alleviated the frustrations caused by their previous system but has also opened up new possibilities for innovation and growth.

Looking ahead, ORA Developers Egypt is eager to see continued enhancements to the platform, including Zoom’s commitment to continued localization of the solution, which will allow it to serve a broader customer base. Its positive experience with Zoom Contact Center has significantly improved its customer service and enhanced the overall efficiency of its contact center operations.

ORA Developers Egypt’s journey from a contact center solution with availability and security challenges to the modern, secure, and efficient ZCC showcases the power of the right technology to help drive business success. With reduced maintenance, improved uptime, and a happier team, ORA Developers Egypt is well-positioned for continued growth and customer satisfaction.