Arc is a software development company that produces unified communications applications exclusively for enterprises that are utilizing Cisco technology for their communications.

Arc is a Cisco Technology Developer and OEM Partner, providing the large range of fully certified applications through a network of Cisco Business Partners around the world. Solutions include call handling and communications management tools which are designed to improve person to person communications within the enterprise.

Arc provides a complete service to its customers and business partners, from implementation and project management through to complex corporate directory integration services.

By combining the technology with expert local support from CNS,  we deliver a total solution that helps customers increase business efficiency, responsiveness and competitiveness, whilst improving customer service and reducing costs throughout their organization.

 

Arc has many years experience in deploying voice applications into both public and private sector industries in the UAE. Its products have the functionality, scalability and flexibility to be customized according to customer requirements, therefore providing maximum benefit to an organizations customers, it's employees and management.

 

Arc Solutions design and develop software applications exclusively for Cisco Unified Communications platform users.

Products include:

• Arc Enterprise - operator centres
• Arc Precision - cost analysis
• Arc Call Connect - helpdesk solutions
• Arc Voice Connect - voice announcements
• Arc Voice Office - IP telephone applications
• Arc Express - SMB operator consoles
• Arc Unify - directory integration

Hospitality:

The hospitality industry has the challenge of operating in a highly competitive market, but with high overheads and personnel costs. Therefore technology is required to both increase customer spend and improve operational efficiencies. Some of the challenges facing this market include:

• Increasing guest spend on hotel services 
• Providing the best possible response to service requests 
• Locating, informing and directing a highly mobile workforce
  

Arc has a range of call handling, information provision and communications management solutions that can:

• Provide professional call answering tools for reception, concierge and reservations desks
• Enable staff to be located quickly through an integrated directory
• Display guest messages through room telephone handsets
• Measure KPI’s to ensure that communication service levels are being achieved. 

Health:

Healthcare organizations have a unique set of challenges when trying to communicate both internally and with patients. Staff are highly mobile, with different skills, working hours and locations. Access to information for those staff is difficult due to the disparate nature of sites, where a PC may not always be available to access information. This impacts incoming and internal communications that often have to be answered centrally and filtered through the organization. Typical communications issues that are common within healthcare include:

• Staff access to directory of contacts, based on role/shift/specialty
• Peaks in telephone call traffic during major incidents 
• Ensuring communications infrastructure is resilient
• Communicating with a highly mobile workforce
• Call answering for departments and clinics
• Adhering to customer service targets

Arc Solutions are able to provide software applications which resolve these issues in a number of ways:

• Consolidated and constantly refreshed contact directory, accessible via pc or telephone 
• Accessible via Attendant Console, Intranet or Cisco IP telephone screen 
• Intelligent call queuing options with choice or Attendant or Agent user interface 
• Scalability to cope with major call traffic fluctuations 
• Flexible log in and resilience options 
• Multiple communication options, such as email, SMS to mobile phone, text to IP Phone. 
• Real time information for proactive management.

Government: 

Most citizens have no idea what a converged network or unified communications is. They just demand good service from their local authority. When they need to speak with someone within that organisation, they expect a swift response, whatever the query. Common communications challenges for local government include:

• Answering queries relating to a huge range of services, from recycling to social care
• Communicating internally and externally based upon roles and skills
• Having resources, people and buildings scattered across a borough or city
• Consolidating information about staff and their availability and status

Arc has many years of experience in helping local government organizations to integrate information relating to their people, and then put that information to good use through a range of Cisco Unified Communications applications. Examples of how Arc’s solutions have helped transform communications are:

• Providing a single, role based directory which can be viewed on line or via the telephone
• Centralized, feature rich operator centres for swift response to citizens
• Department answering solutions for use in smaller groups
• Messaging via Cisco IP Phones, email or SMS text
• Improved efficiency through consolidated presence and status information.

Manufacturing and Construction:

Construction and manufacturing based organizations are consistently under pressure to deliver high quality projects to time and budget, requiring efficient processes and tight controls on cost.
As well as these core objectives, these industries also face many challenges with regard to communication, such as:

• Disparate sites of varying sizes
• A dynamic, mobile and often contractor based workforce
• A complex supply chain using different technologies and systems

Unifying information and communications is vital in ensuring that key personnel can locate and communicate with staff. A single IP based telephone system provides the basis of this, which can then be improved and built upon by Arc's range of UC applications. These solutions will:

• Provide a centralized, presence enabled directory
• Enable centrally answered telephone calls to be answered and transferred quickly
• Support multimedia communication between central operators and field staff
• Allow flexibility in where and how customer, internal and supplier calls are answered