Vodacom Business, a leading provider of converged communication solutions in South Africa, has entrusted INOVO and Presence Technology and with the optimisation of its contact centre platform, thus enhancing the quality and productivity of its customer service.
Vodacom Business solutions include next-generation IP voice, managed networks and infrastructure, Internet access, hosting and storage.
Vodacom Business launched a dedicated Internet access service in 2008, followed by broadband Internet access services, a managed MPLS VPN service, and a managed enterprise voice and VOIP gateway. These service offerings are supported by a state-of-the art data centre at the company's headquarters in Midrand, north of Johannesburg, and the subsequent development of a soft switch and a world-class client services operations centre.
The suite of Vodacom Business solutions enables small to large enterprises to achieve the agility they require to compete in a challenging and rapidly changing world. In order to offer customers a world-class hosted contact centre solution, it chose Presence Technology, a global software provider of a modular all-in-one contact centre solution suite, and INOVO, a contact centre service provider.
Vodacom Business will use the full all-in-one Presence software, including Inbound, Outbound, Recording, Scripting, Internet, Messaging, Back Office, Reporting, IVR and Intelligent Routing. These solutions will be offered as a flexible and cost-effective on-demand service that allows customers to adjust their contact centre resources to fit their end-user demand and pay only for their actual usage.
INOVO and Presence Technology have vast experience working together, and both companies have secured a large client base comprised of leaders in strategic sectors.
INOVO has successfully implemented the Presence solutions in the Vodacom Business Data Centre, specifically: Presence Outbound in predictive mode for outbound campaigns, which includes the complete Presence Call Centre Toolbar; Presence Inbound; Presence Scripting to automate business processes; Presence Recording for quality control and legal reasons; and Presence Messaging for managing e-mail, fax and SMS channels.
“Working with INOVO and Presence Technology allows us to offer our customers flexibility, customer satisfaction and major cost optimisation,” says Ermano Quartero, Executive Director, Vodacom Business.
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