News : First Integrated Inbound-Outbound Call Centre Platform for SA
Johannesburg, South Africa, Nov, 2018 -- Jasco has successfully implemented the first Proactive Outreach Manager (POM) call centre platform in South Africa that integrates outbound and inbound call capabilities.
The POM platform was developed by one of the world’s providers in global business telecommunication systems, Avaya, and installed by Jasco on behalf of one of SA’s financial services and Jasco’s longstanding client.
Jasco’s national support services executive, Sibusiso Ngcobo, says Jasco is the first Avaya Connect Partner in South Africa to successfully implement the POM platform without assistance from Avaya’s professional services team.
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"This reaffirms Jasco’s leadership position with respect to the depth and breadth of our Avaya skills and expertise," adds Ngcobo, pointing out there had been unsuccessful attempts in the past by other South African companies to implement POM.
"The benefit to call centre agents is that they will now be able to use their skills in other jurisdictions outside the country where this system is used, particularly in many first-world countries were the Avaya POM platform has been deployed by many call centre operators," says Ngcobo.
"The unified Agent Desktop interface, developed by Jasco, ensures that the agent does not toggle between many applications while servicing the contact which in turn reduces the handling time per contact.
"Our clients, such as Sanlam, will be able to realise high levels of efficiency and cost savings by implementing this platform because each agent will be able to multitask, operating both outbound and inbound activities from the same desk," adds Ngcobo.
"We are already witnessing an increase in interest from other existing Jasco clients."
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From Jasco Electronics Holdings
About Jasco Electronics Holdings:
The Jasco Group has three vertical segments: ICT Solutions, Industry Solutions and Energy Solutions. The Jasco Group has a national footprint with offices in Gauteng, the Western Cape and KwaZulu-Natal, and has extensive experience in sub-Saharan Africa, with a special focus on the Southern African Development Community (SADC) region.
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
Published: Thursday, November 15, 2018
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