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CONTACT CENTRES: New Partnership to Deliver Contact Centre Solutions for SA


Recent Gauteng Business News

Contact centres in South Africa play a very different role to their North American and EU counterparts, says Wynand Smit of Inovo, which has partnered with Vox Orion to develop the Verto range of hosted contact centre solutions. As a result, their technology needs are different as well.

“Just under 90% of South Africa’s contact centres have fewer than 250 seats,” says Smit. “They’re also far less specialised than the typical contact centre in a larger economy. Where in the US most agents are employed to do only one specific kind of task, in South Africa they have to be far more multi-skilled. A single agent might answer customer service calls in the morning, work on emails in the afternoon and help out on a sales campaign the week after.”

As a result, adds Smit, “Commercial and technical models imported from the rest of the world often don’t meet South African needs. We need to be faster and more flexible, with much smaller capital budgets in our contact centres.”

Contact Centres to Spend Their Time Managing Their People More Efficiently

Hosted solutions are ideal for the local environment, says Smit. “You get economies of scale because a supplier can spread the cost of a large capital investment across many clients, who get access to the best available technology for a monthly fee. You also get much shorter time to market in a contact centre– a couple of weeks instead of several months.

Vox Orion MD Jacques du Toit says Verto Supreme and Verto Connect, the two contact centre products developed in partnership with Inovo, enable contact centre managers to spend their time managing what matters most: their people.

“Staffing is the single biggest cost of a contact centre, so using your people efficiently and productively is the key to success. Verto Connect and Verto Supreme are based on the best available technology from Avaya and Presence, managed by us so technical worries are not on the contact centre manager’s task list. We also deliver the real-time reporting that is needed for peak productivity.”

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