News : Childline Rolls Out Bytelogix Solution
Sandton, South Africa, April 21, 2015 -- Bytelogix has been commissioned by MTN SA Foundation to provide a call routing solution for Childline’s emergency call centre service. The solution will use Bytelogix’ Dynamic Call Routing (DCR) application and an integrated SIGTRAN stack.
Childline’s nation-wide emergency number provides free, donor-supported trauma and emergency counselling to children and families in South Africa. Childline’s specific requirement was for a system that provides location-aware, day-of-the-week, and time-of-day voice-call routing. In addition Childline says it is essential all calls made to the number are routed to a local counsellor, who is most likely to speak the caller’s vernacular and share a common cultural and geographic background with the caller.
"With this in mind it was imperative the chosen solution ensured any calls made to the national Childline emergency number, are routed to the correct Childline call centre," says Angie Maloka, senior manager from the MTN South Africa Foundation.
Bytelogix’ DCR application was the most suited application as it ensures any emergency call made from a handset on the MTN network will approximate the callers location; determine which province the caller is located in as well as determine the call centre numbers in that province for the day-of-the-week and time- of-day. The DCR will also select a call centre number (if there is more than one), and instruct the MTN switch to route the call to the call centre number.
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Dumisile Nala, national executive officer of Childline South Africa, says their call centres cover the entire country and respond to more than a million emergency calls per month. "Trained counsellors are available at regional call centres and our research has shown children will call the emergency number on average 21 times before they are able to speak to a counsellor," she says.
"We are therefore thrilled at the Bytelogix solution that ensures, when someone calls into the Childline call centre, they feel comfortable communicating with someone who speaks their language. Bytelogix and MTN have been and continue to be the perfect technology partners for us," concludes Nala.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Play Your Agents Their Calls
Bytelogix is the African SI partner to Bytemobile/Citrix, GBSD Technologies and Convergys.
About MTN South Africa:
MTN Nigeria is part of the MTN Group, one of Africa’s cellular telecommunications company.
Published: Wednesday, April 22, 2015
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