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Our Topics
Back
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Riadaa Group ........................................................................ 6
Our Roots ...................................................................................... 8
Our Progress ................................................................................. 9
Etisal World ........................................................................... 10
Overview ........................................................................................ 12
Our Aim, Perception and Standards ......................................... 13
Global Footprint .......................................................................... 14
Our Communication Centers .................................................... 15
•CommunicationCenterFeatures........................................................ 15
Our Power ..................................................................................... 16
•SkilledPeople................................................................................. 16
•LanguageSkills............................................................................... 17
•Training......................................................................................... 17
•QualityAssurance............................................................................ 18
•Scalability....................................................................................... 18
•Technology..................................................................................... 19
•Processes....................................................................................... 21
Sourcing Strategies ..................................................................... 22
Certifications and Accreditations ............................................. 23
We speak all languages .............................................................. 24
Fact Sheet ...................................................................................... 25
The Business we offer ......................................................... 26
•ContactCenterServices ................................................................... 26
•BPOServices .................................................................................. 28
•ITOServices.................................................................................... 29
•HROServices.................................................................................. 30
Performance Excellence ............................................................. 33
•Industriesthatweserve...................................................................... 33
Global Presence ........................................................................... 34
•WhyKingdomofSaudiArabic(KSA)?................................................... 34
•WhyEgypt?...................................................................................... 36
•WhyIndia? ....................................................................................... 38
Our Journey of success ................................................... 40
Our Partners of Success ............................................................... 44
Back
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Our RootsRiadaaGroupfoundedin1998asanOperationandServicecompanyproviding
highquality,professionalservicesandconsultationservices toawiderangeof
clientsindifferentindustrysectorsregionallyandglobally.
Withadiversifiedapproach,thegroup’saimistobecomealeaderinthefield
ofOperations andProfessional Servicesproviding its clientswith valueadded
services thatwillcontribute to itsgrowth.
RiadaaGrouphasevolvedsince1998coveringthebelowlinesofservices:
Our Progress
Riadaa Co. for Operationsand Marketing Services Hands-On Management
and ConsultingRadiaa security services Etisal Saudi Arabia Etisal Egypt Etisal India
500 EMPLOYEES
1998 2001 2004 2008 2008 2013
2000 EMPLOYEES
4000 EMPLOYEES
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Riadaa Co. for Operationsand Marketing Services
Riadaa Co. for Construction
Hands-On Management Consulting
Solving Efeso Strategy in Action
Riadaa Logistics
Radiaa security services
Etisal InternationalGroup
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OverviewEtisal International foundedin2003-becameanewmemberofRiadaaGroup;wewereestablishedastheCallCenterarmofthegroupintheKingdomofSaudiArabia(KSA)anditsfirstdedicatedserviceprovider.In 2008 Etisal International Egypt started operating,and since then, we became the principal ContactCenterwitha focusonourclients’corebusiness:byprofessionally handling their customers’ contacts viaphone, fax,e-mail,webandSMSandutilizingstate-of-the-arttechnologies.EtisalInternationalemployshighlyskilledprofessionalstaffs,whoinreturn implementoptimizedprocesses’blendedwithglobalqualitystandards,whichisalwaysrewardedbyourclients’satisfactionrates.
Our AimAgloballeading&dynamicBusinessPartnercommittedto providing Innovative outsourcing services whichenablesourpartnerstoFocusontheircorebusiness.
Our PerceptionAtEtisalInternational,weprovidevalue-baseddistinct&innovativeOutsourcing,Contact centre and BPO services to ensure an outstanding customerexperience.Wehighlyfocusonourcommitmenttoquality,valueourclients,value our human capital, Implement best practices, and provide State-Of-the-Art technologies to ensure continuous high customer satisfaction levels.
Our StandardsWeapplyexcellencetoallofourinternalandexternalactivitiestocontinuouslyensure:• Transparency• Flexibility• Integrity• Passion• Exceedingourclients’expectations• Applyingglobalqualitystandards
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Global FootprintWithatotalcapacityofalmost3,500expandablemulti-mediacontactcenterseatsand4,200employeesintheETISALInternationalgroup;EtisalEgyptservesglobalclientsutilizing2,200seatswiththecapacitytoexpand,whileEtisalKSAservestheMiddleEast&GCC(GulfCooperationCouncil)regionsutilizing1,000seatswiththecapacitytoexpand.Lately;EtisalIndiaservesglobalclientsutilizing300seatswiththecapacitytoexpand.
ETISAL EgyptServingGlobally2.200seats
Capacitytoexpand
ETISAL IndiaServingGlobally300seats
Capacitytoexpand
ETISAL KSAServingKSA&GCCregion
1.000seatsCapacitytoexpand
Our Communication Centers
EtisalInternationalinEgypthasthelargestcontactcenterseatingcapacity(2,200seats)withapproximately1,800employeeswiththreeredundantrunningcontactcenterfacilities inCairo;Facility1occupies750seats;Facility2 occupies 250 seats while Facility 3 occupies 1,200expandable seats.
Etisal International KSAhas a total seating capacity of1,000 contact center seats with approximately 2,200employees -With two redundant facilities;Facility1 inJeddahoccupies650expandableseats,andfacility2isin Riyadh occupies 350 seats.
Etisal International Indiahasa totalseatingcapacityof300expandable seats inGurgaon.
CommunicationCenterFeatures
EtisalInternationalfacilitiesconsistofstate-of-the-artContactCenterswithDisasterRecoveryonline (DR)optionsandoverflowsmechanisms.All facilitiesareselectedtoensureproperaccesstopublictransportation,proximitytodowntownareas,wildopen spaces and contained zones, access control management, open terrace orspacesforcafeterias,trainingfacilities,andrecruitmentcenters.
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OnShoreDelieveryCenters
GlobalChannels/Alliances
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Our Power
SkilledPeople
Etisal employs highly skilled college graduates and experienced anddedicated professionals in the Contact Center industry who are selectedaccordingtomultiplestagesofcross-functionalinterviewingandassessment(IQ, computer skills, typing skills and language skills) ensuring properutilizationofvariousexperiencesandskillsetsineachandeveryindustryweserve.
SkilledPeople
LanguageSkills
Training
QualityAssurance
ScalabilityProcesses
Technology
SkilledPeople
LanguageSkills
Training
QualityAssurance
Scalability
Technology
Processes
LanguageSkills
Because the education system in Egypt provides a labor pool with multilingualcapabilities in different languages, we currently support our voice and non-voiceservicescoveringthesixcontinentsfromourglobaldeliverycenterswithhighfocusonEnglish,French,German,Spanish,Italian,andArabic.EtisalInternationalsupportsother languages.
Training
Through a team of dedicated trainers & instructors, Etisal International TrainingCentersdevelopandconduct training tracks toallouragentsandemployees foreach project separately. This enables the agents to have a full comprehensiveviewof theprojects and toprofessionally represent the client through their calls.Trainingcontinuouslycoverssoftskills,culturaltraining,productknowledge,processorientation and technology usage.
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QualityAssurance
Managinganykindofacustomeroperationsuchsasacontactcenter,VMOorBPOrequiresgreateffort.Theorganizationperformanceobjevtivesshouldbemetwhileprovidingsuperserviceoftenwithasmallerstaffandreducedbudget.Toensurequalityofourservices,ourQualityControlfunctionmonitorsallcalls.Thecontinouscalibrationofourmonitringresultswiththeclients’qualityteamisembededintoourqualitymonitoringprocessestoensurecompletealignmentofthecontactcenteroperationstothesettargetsandobjectivesandtomeettheclient’sbusinessneeds.
Scalability
Etisal International hasongoing capabilities to scaleup its contact centeroperations toaccommodatecurrentandfutureneedsofitsclients.Thisisdrivenfromourprinciplesof“flexibility”toensureseasonalandorganicgrowthofouroperationstosuitvariousbusinessneedsandexpansions.
Technology
EtisalInternationaloperationisbasedonthenextgenerationofCISCOcontactcentersolutions&technology.WithconsistentprovisionofACD,IVR,QualityMonitoring,Recording,Dialers,Multimedia transactionsandopenarchitecture for integrationand interfacing, Etisal International operations is a full redundant setupof PBXs,connectivity,internetandredundantfacilitieswithinthesamecountryandacrosscountries;toensurefulldisasterrecoveryfeaturesandoverflowmechanisms.EtisalInternationalappliesstate-of-the-artsolutionstoprovidenewinnovativeoptionslike:UnifiedIntelligenceCenters,SocialMinor,VideoKiosksandMultimediaresourcecontrol.
CRM(CustomerRelationshipManagement)Depending on the project business needs we either use our client’s CRMapplicationsviasecuredVPN(VirtualPrivateNetwork)connectivityorutilizeourowncustommadeCRMsuiteofmodulestomanagethedailyContact-Centertransaction for each project.
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MultimediaCapabilitiesEtisalsupportsalltypesofcontactmedia-suchasphone,fax,email,SMS,webchat,webmail,videokiosks,webcollaborationandwebcallbacks.
InformationAccessTo increase our clients’ confidence in ourservices and operations, and in order toprovide an effective & fast tool to access allrelatedoperationalandbusiness information;Etisalpermitsonlineaccesstoreports(online/historical)aswellasvoicerecordingsforallofits project via custommadepowerful portalsfor each client.
InformationSecurityEtisal International maintains extreme securitymeasures including external system protection(virusscan,cascadedfirewalls,hackdetection),physical security through access control doorsand internal data security measures (grouppasswordpolicy,strictpermissionspolicy,email,etc).Alloftheappliedmeasuresareestablishedandreviewedperiodicallytosafe-guardalloftheclients’ data and information.
TechnologiesAttributes FullIVRSolutions PredictiveDialing ProgressiveDialing SMSSolutions&Programs ChatCollaboration FullDialerSolutions PreviewDialing FullCallRecordingSolutions EmailCollaboration FaxManagement
TechnologyDetails AutoGreeting UnifiedIntelligenceCenter(ReportingDashboards)-webbased SocialMinor(SocialMediaIntegration) VideoCalls VideoKiosks MultimediaResourceControl(Speechrecognitionandtext- to-speech)
Processes
Etisal International applies a consistent implementation methodology as astandard process for launching new projects and for the on going change-management of existing projects, in addition to projects expansion. Suchmethodology is a journey on its own starting from project definition andplanning, process assessment, knowledge transfer, transition, site readinessandendingwiththeprojectlaunch.Moreover,EtisalInternationalconsistentlydevelops,executesandmeasurestheperformanceofmorethan120differentprocesses/approaches within 14 different functions.
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Certifications and Accreditations
CustomerOperationPerformanceCenter(COPC)EtisalInternationalisaCOPC-OSP5.1certifiedcompany.COPCcertificationisconsideredas the highest customer operation certificate providing its end users with first classservices,meetingtheglobalqualitystandards.COPC is built to drive significant and sustained improvement to increase customersatisfaction, reduce costs, build revenues and improve service and quality.
Sourcing StrategiesBecausewehighlyfocusonour“principals”,wegreatlydependonourflexibilityandhenceprovidevarioussourcingmodelstosuitourclient’sbusinessneedsandmodels
Our flexible sourcingmodels spans from the fullOut-sourcing of our client’soperationsinoneofourcontactcenterfacilitiesgovernedbyourfullresponsibility
ofservicelevelsandprojectKPIS,totheotherextremeofIn-sourcingourhumancapital,management,technologyandprocessesinsideourclient’spremises.
AsforourCo-sourcingmodels;itcanalwaysbeamixandmatchoftheabove.
Sourcing Strategies Out-sourcing
In-sourcing
Co-sourcing
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ISO9001:2008EtisalInternationalisanISO9001:2008certifiedcompany.Thecertificationsetsoutthecriteriaforaqualitymanagementsystem.Itcanbeusedbyanyorganization,largeorsmall,regardlessof itsfieldofactivity. Infact ISO9001:2008is implementedbyoveronemillioncompaniesandorganizationsinover170countries.Thestandardisbasedonanumberofqualitymanagementprinciplesincludingastrongcustomerfocus,themotivationand implicationof topmanagement, theprocessapproachandcontinualimprovement.
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We speak all languagesLanguagesupported
MultiLingualsupportEnglish-ArabicFrench-Arabic-EnglishFrench-ArabicGerman-Arabic-EnglishGerman-ArabicUrdu-English
RegionsServedMiddleEast-Africa-EuropeNorthAmerica-Australia
Arabic English French German Spanish Italian Urdu Others
Saudi UK Germany Italy OthersFrance Spain India
Egypt USA Pakistan
GCC
Fact Sheet
ProvenbestpracticesincontactcenterandBPOformorethan10years.
Handlinganaverageof4millionvoice&nonvoicetransactionsonmonthlybasis.
DeliverycenterslocatedinKSA,EgyptandIndiawithglobalbusinessrepresentativesinUK,USAandAustralia.
Providingready-made&custommadecontactcenterandBPOservicesfor20differentindustrysectors.
Directinganaverageof4,000skilledmultilingualagents.
ISO9001-2008Certified.
CurrentlyservingMiddleEast,GCC,Europe,USAandAustralia.
Utilizingatotalcapacityof3,500multi-mediaexpandablecontactcenterseats.
COPCCertified.
Servingmorethan50variousclientsglobally.
ActiveDisasterRecoverysetupwithineachdeliverycenterandacrosscountries.
FollowingITILguides.
01
05
09
02
06
10
03
07
11
04
08
12
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The Business We OfferEtisal International acknowledges that customers deserve nothing less butexcellentServices.Infacttheydeserveastepbystepwell-informedexperience.Witheverycustomerinteractionwedeliveranexceptionalexperience,whetherviaphone,fax,orlivechatoranyothermultimediatransactiontoanswerqueries,complaintsandtrackvarioustransactions.
ContactCenterServices:TheContact Centre ismerely a customer interaction centre, a central point of ourorganization from which all customers are managed. Our Company’s RelationshipManagement (CRM) team profiles, tracks and gathers data, before the customer’scall is routed to a specializedagent for further assistance.We resolve and respondprofessionallytoallinquiriesordisputesthatcustomershavethroughthetelephone.Fromthatpointonwards,wehandlethe360degreesofourclients’customerstoensurethatwearesufficientlyprovidingCustomerAcquisition,CustomerCareandCustomerRetention Services.
CustomerAcquisition
General&ProductInformationLines
ResponsetoAdvertisement
Inbound/OutboundTele-Sales
OrderTaking&Processing
LeadGeneration
AppointmentSetting
DataManagement(Building,Profiling&
Validation)
Up-selling&Cross-SellingPrograms
MarketingSurveysExecution
B2BSalesPrograms
Customer Care
WelcomeCallPrograms
CustomerServices
Help-DeskServices
ComplaintsManagement
MaintenanceScheduling
AppointmentSetting
LocationServices
BillingServices
SubscriptionManagement
DataManagement(Building,Profiling&
Validation)
CustomerRetention
LoyaltyProgramsExecution
CustomerRetention(Anti-AttritionCalls)
CustomerSatisfactionSurveys
DebtManagement
SubscriptionRenewals
The BusinessWe Offer
Contact Center Services
BPO Services ITO
Services
HRO Services
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BPOServices(BusinessProcessOutsourcing):Tocomplementourcontactcenter servicesandvoiceservices,wedeliverawiderangeofnon-voiceservicesthataredesignedtocaterforback-officeservicesandtransactional services within the data management and transaction processingdomains.
Data Management
Services
DataCollection
ScanningManagement
DataEntry
DataProcessing
DataProfiling
DataValidation
Transaction Processing Services
EmailSupportServices
ChatSupportServices
FormsandApplicationsProcessing
ClaimsProcessingServices
TransactionProcessingServices
ITOServices(InformationTechnologyOutsourcing):ITO(ITOutsourcing)isafastgrowingdomainandwecaterforsimpleprovisioningoftechnicalsupportservicestocomplexhierarchyoftechnicalsupportvariouslevelsandinfrastructureoutsourcing.
Infrastructure Outsourcing
Technical Support Services
ParkingModels
SeatsRental
InfrastructureRental
Remote/ExtendedInfrastructureServices
OverflowServices
CRMApplicationsOutsourcing
OrderManagementApplicationsOutsourcing
ITHelpDesk/ServicesDesk
TechnicalSupportLines(1st,2nd,3rd…etc)
3rdlinesofSupportIntegration
IncidentManagement
K-baseManagement
TicketsManagement
ComplaintsManagement
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HROServices(HumanResourcesOutsourcing):TheHRoutsourcinghasevolvedoverthelastdecadeandwillcontinuetodoso.HR
Outsourcingallowscompaniestooffloadworkthatisn’tpartoftheircorebusiness;
suchasPayroll,C&BManagementTraining,RetrainingandCareerDevelopment.
Itcanalsoberesponsibleforemployeeandlaborrelations,businesspartners,data
collectionandpersonnellegalissues.WeprovideawiderangeofHROutsourcing
Services starting from the StrategicManagement andDirections of theHR pool,
TalentAcquisition,reachingtheon-goingmanagementofmonthlypayrollandother
services.
HR Strategy
TalentAcquisition
Payroll&
Administration
HRStrategySetting
HRStrategytransformation
HRServiceDelivery
Models
OrganizationStructureDesign
ProcessDesign
PAsystemSetting&Implementation
HRAudit
HRScorecards
CareerPathPrograms
Assessmentprograms
Sourcingprograms
CandidatesPre-Screening
RecruitmentManagement
HiringManagement
RetentionManagement
CVInventoryServices
SkillSetsInventoryServices
PeaksManagement
AttendanceManagement
LeaveManagement
PayrollProcessing
C&BManagement
HealthCare/MedicalInsuranceProgramsManagement
SocialInsuranceManagement
GeneralEmployeeRelations
SpecialBonus/IncentivesManagement
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Performance Excellence
Industriesweserve:EtisalInternationalservesawiderangeofclient’swithproventrackrecordinindustries.Weprovidetheclientswiththebestandmostprofessionalsolutionsenhancingtheirbusinessandmaintaininghighqualitystandards.
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Telecommunications InformationTechnology(IT) Banking&FinancialServices
Automotive Transportation AirLines
FMCG FastFood Pharmaceutical
HealthCare ConsumerElectronics WhiteGoods
Manufacturing Government Utilities
Education RealEstate Retail&Distribution
Oil&gas Hospitality&Tourism E-Commerce
NGO/NPO
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Global Presence
WhyKingdomofSaudiArabia(KSA)?
Thedeliverycentersweoperate fromKSA(Jeddah,RiyadhandDammam)aremainlydesignedtoservetheKSA,theGCCregionandanyotherArabNation,mainlyforthenativeArabspeakersthatareemployedwhoareculturallyclosetotheArabcultureandalsofortheproximitytomostoftheArabcountriesintheMiddleEastandGCCregions.BecauseofthehighstandardoflivinginKSAandtheGCCarea,ouroperationsinKSAaredesignatedtoservicetheon-shoreandnear-shoreclientswithinKSAandtheGCCareastosuitrelevantbusinessneedsandculturalproximity.Yet, tohaveamoreeconomical costofoperations,weprovideourservicesfromEgyptandIndiawhoarebothlocatedontheglobalmapofcontactcenterandBPOprovidersgloballywithIndiarankednumber1andEgyptrankedwithinthefirst10providers.
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WhyEgypt?
Egypt is consideredasaworld-classdestination for IT,ContactCenterandBusinessProcessOutsourcing,mainlyforcostsavingreasons.Egyptiansareabundantlytechnical,skilledandareuniquelymultilingual.Egypt’sgeographical location isstrategicand isnaturallyatthecrossroadsofEurope,AsiaandAfrica.
1)AbundantandMulti-LingualTalentSupplyEgyptisthesecondtalentedpoolamongstoff-shoringdestinationsintheEMEAregionandisthelargesttalentpoolamongstallArabicspeakingcountries.Approximately31,000fluentstudents in theWesternEuropean languagesgraduate fromEgyptianuniversitieseveryyear.BesidestheArabicandEnglishlanguages,manygraduateandarefluentinFrench,German,SpanishandItalian.
2)CompetitiveCostEgyptisoneofthemostcompetitivelocationsincostsavingsforservicedeliverycentersintheworld.EgyptisalsomorecosteffectivethantheEasternEuropeanandIndianmodule,aswellasprovidingexceptionalandhighprofessionaltalentedresources.
3)Afriendly/StrategicLocationEgyptisanidealplaceforIT,ContactCenterandBusinessProcessOutsourcing,becauseofitsstrategiclocation,andfriendlyenvironment.
4)FavorableBusinessEnviromentThepaceofreformshasacceleratedoverthepastyearsmakingEgyptquiteattractiveforforeigninvestments.
-ThecostofBusinessstart-uphasreducedinEgypt.-Incorporationtimeslashedtoanaverageof72hours.-Ourone-stop-shopsituatedatvariouslocationsthroughoutthecountry.-Newcommercialcourtsystem/anti-moneylaunderingandanti-trustlawsimplemented.-Egypt’sannualInflationrateinJanuary2013became6.27%from8.60%inJanuary2012.
5)OngoingInvestmentandSupportWith an on-going successful partnership, investment and support between theEgyptianMinistry of Communications and Information of Technology (MCIT), theprivatesector,ITIDA(whichreportstoMCIT),muchdevelopmenthasoccurredintheITIndustryinEgyptwhichinreturnattractssignificantforeigninvestmentstoEgypt.
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WhyIndia?
Indiaisthemainattractiondestinationforoutsourcing,forthereasonofitsunbeatablevalueproposition:PQR(Productivity,QualityandRate)factor.Keydriversofglobaloffshoring, alongwith India’s strengths are continuing to add fuel to India’s ITES(InformationTechnologyEnabledServices.) –BPO (BusinessProcessOutsourcing)growthengine.Someofthesedriversinclude:
1)FocusonMarginsandCostPressuresOutsourcingtoIndiahashelpedcompaniesachieve40-50%costsavings.
2)GrowingDemandforPremiumSkilledWorkforceIndiahasalargepoolofeducated,highlyskilled,Englishspeakingmanpower.ThishasplacedIndiafavorablyoverotheroffshorelocations.
3)GlobalQualityAccreditationsIn an increasingly competitive economy, customers demand and expect highestlevelsofquality.IndianvendorsarequalitycentricandhaveadoptedseveralindustrystandardssuchasSEI-CMM,ISO,TQM,6SigmaQualityandCOPC.
4)SecuredEnvironmentforBusinessestoOperateIndiancompaniesaswellasthegovernmenthavebeenproactiveintakingappropriatestepstotacklesecurityconcerns.ManyIndiancompaniesareawareofandareoptingfor internationalsecuritystandardssuchas ISO17799,BS7799,COBITand ITSM.NASSCOM,whichistheIndiangovernment’sarmthatregulatestheIndianSoftwareindustry,haslaidthefoundationfortherequiredlegalframework.TheITAct,2000includeslawsandpoliciesconcerningdatasecurityandcybercrimes.OtherthanITAct,theIndianCopyrightActof1972dealswithcopyrightissuesincomputer programs..
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5)IncreasingFocusonCoreCompetenciesThe need to focus on core proficiency to remain competitive is driving morecompanies tooffshoreoutsourcing.Off shoringhelps free up resources andhelphighermanagementfocusoncorebusinessrequirements,offshoringalsoallowsforaccess to new technologies and talent to help strengthenbusinessofferings.
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Industry best practices.
Flexible sourcing models
Regional & global coverage.
Localized and overseas disaster recovery
solutions.
Cost effective locations
Global quality standards & norms.
Multilingual capabilities for EMEA, BRICS &
APAC coverage.
Our Journey of Success comes from:
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CustomerElectronics:
Automotive:
FMCG&FastFood:
Our Partners of Success
Telecommunication&IT:
BankingandFinancialservices:
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E-Commerce:
RealEstate:
NGO/NPO:
Governements:
PharmaceuticalandHealthCare:
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Etisal International - Saudi ArabiaP.O. Box 24011, Jeddah 21446, Jeddah, Saudi Arabia Telephone: +966 (12) 650 7777 Fax: +966 (12) 657 7733
P.O. Box 8146, Riyadh 11482Al Izdihar District, Riyadh, Saudi ArabiaTelephone: + 966 (11) 4940606Fax: + 966 (11) 4561297
Etisal International - EgyptMisr Travel Tower, Abbassia Sq.,Cairo,EgyptTelephone: +202 24887000 Fax: +202 24887001
Maadi:Cairo Contact Centers Park, Maadi
Etisal International - India8, Anath Rd, Udyog Vihar IV, Sector 18,Gurgaon, Haryana, 122008
Telephone: + 919 81 076 6580
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