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CONTACT CENTRES: Great Demand for Contact Centre Hosting in Financial Sector

 





Recent Gauteng Business News

Demand for contact centre hosting services is accelerating as companies recognise that hosting can lower operational risk and cut costs, says Bruce von Maltitz of service provider 1Stream.

“A couple of years ago the demand was mainly from clients dealing with inbound calls, such as customer service centres,” says Von Maltitz. “But we’re now seeing a lot more interest from outbound contact centres, especially those in the financial services sector. Security and compliance are critical issues for anyone dealing with sales or payments of any kind. More and more people are realising that using a hosted solution can get them better security than going it alone.”


Contact Centre Hosting Using US-Based Interactive Intelligence


1Stream, which recently expanded its national footprint and now has a full-time presence in both Cape Town and Johannesburg, builds its hosted services based on technology supplied by US-based Interactive Intelligence.

“Buying a hosted service means you’re always operating on the most up-to-date systems,” says Von Maltitz. “Any security enhancements made to the global platform are instantly available to every user – there is no waiting to install upgrades, or to pay additional licence fees.”

Contact Centre Hosting Delivering Maximum Effectiveness


Hosting also offers major efficiency gains, says Von Maltitz. “Running a successful outbound contact centre is all about operating at maximum efficiency. Features like predictive dialling, click-to-dial, campaign management and seamless integration with customer information databases mean less wasted call time.”

Von Maltitz says the Interactive Intelligence platform is used by 4,000 companies worldwide and has won multiple awards, including being named as Contact Centre Technology Company of the Year by Frost and Sullivan in 2010. It is placed in the Leaders section of the Gartner Magic Quadrant for contact centre hosting infrastructure, and in the Visionaries section of the Magic Quadrant for unified communications.

 
 
 
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