Galdon Data recently implemented a Microsoft Sharepoint-based GFX solution for the more than 400 call centre agents at MultiChoice. The solution manages the faxes in the call centre and assists with providing quick and efficient customer service.
GFX allows RightFax customers like MultiChoice to secure and manage fax documents by capturing both inbound and outbound faxes, and also store and archive into Microsoft SharePoint Services. GFX can also provide accurate billing information, so businesses can continue to rely upon fax for simple, secure and reliable document delivery.
MultiChoice's contact centre technologies manager Tim Fick says the GFX solution provides an easy, fast and versatile way to store and retrieve faxes. “It also reduces risks and increases the efficiency of employees. GFX provides us with a Web-based solution that centralises, controls and manages all types of fax communications, and also streamlines our document access and processing.”
One of the key drivers behind the GFX solution is the increasing demand for document storage and retrieval mechanisms in response to compliance with corporate standards and regulations.
Galdon Data director Fairoz Jaffer strongly recommends SharePoint 2007 as the platform for building compliance-oriented solutions and GFX serves as an excellent storage and retrieval solution for RightFax customers.
“GFX uses a browser-based interface that enables our call centre agents to access and manage all fax documentation with convenience. Using the browser-based system, we can easily deploy and maintain GFX, further allowing us to seamlessly integrate this Microsoft-based solution to other applications within our organisation,” adds Fick.
“The management of these business critical documents have become a challenge to most businesses with regards to security, confidentiality, compliance and enforcing company policy. Avoiding loss of profit is a responsibility no business can afford to neglect, and includes many areas, some of which are impossible to quantify financially. Organisations that are dependent on fax documentation for compliance, service and financial applications are safe with GFX,” concludes Jaffer.
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