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News : First Technology Completes Multi-cloud Strategy with First Horizon

#contactcenterworld, @awscloud

Durban, South Africa, Oct 13, 2021 - More South African organisations than ever before are moving to the cloud as they accelerate their digital transformation strategies – and they are looking for a trusted advisor and partner to help them do it right.

First Horizon, a new operating company within the First Technology Group, has been set up to bring together all of the AWS (Amazon Web Services) skills and resources needed to help companies design, implement and manage their cloud journeys.

First Horizon is a new company that functions as a centre for AWS resources in the First Technology group.

Oliver Lamusse, MD of First Horizon and First Technology KwaZulu-Natal, explains that although First Horizon was officially set up just a couple of months ago, it brings together all the AWS solutions and services that the First Technology group has been offering since 2018.

"First Technology is a big group and we realised there were pockets of AWS functions and services in various of the companies and divisions," he says. "We recognised a need – and a big gap in the market – to set up a focused AWS business that consolidates all of these efforts into one centre of excellence."

"The move to the public cloud is happening quickly and there is big demand coming from our customers," he says. "First Technology is a partner of choice because it is a trusted and known brand that has been in the industry for over 35 years – that’s a long service history and we’ve built up plenty of credibility. There is an element of trust in dealing with First Technology that customers appreciate."

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"We are not only a leader in the cloud space but also in licencing and licence management, which stands us in good stead as we help our customers on their cloud journeys."

Rodney Power, GM of First Horizon, is a cloud and AWS veteran, having been involved with the hyperscaler in various capacities, including as one of AWS’s first South African customers.

"We can assist customers with all phases of their cloud transformation journey, from assessment and migration to monitoring and maintenance. Our goal is to help customers get into the cloud – especially those customers who don’t have the current environment and skills to do it themselves.

"And we bundle all of the First Technology group’s functionality and excellence as part of the solution."

Lamusse stresses that dealing with First Technology offers customers a full range of technology and services. "As part of the cloud discussion, we are also able to help them with security, deployment, licencing and licence management. Whatever your need, you can be confident that First Technology has a best-of-breed solution for it."

"One of the offerings we wrap our solution in is total cloud management which gives the customer cost management, reporting, infrastructure management and performance excellence," Lamusse says.

First Horizon’s stated aim is to become the top AWS partner in South Africa, a goal it is working towards by increasing its skills set.

The call centre market is an area of particular focus for First Horizon, Power adds.

"Call centres have their own set of challenges and have had to re-examine how they operate in the context of the pandemic. We have a lot of skills in this industry and our medium-term goal is to transform the call centre space using Amazon Connect and Amazon Workspaces."

"Call centres have to be flexible, changing literally from day to day. Our offering allows them the flexibility they need to be able to start or shut down campaigns quickly. We also offer a solution for call centre cost optimisation, which is key for successful operations."

Currently, customers are mostly in the enterprise and public sector markets with some movement in the mid-market space.

Given the nature of the cloud, Power believes there are also opportunities in the small to medium enterprise (SME) market, particularly where customers don’t have in-house AWS skills.

"We are addressing the enterprise market, and are a public sector partner for AWS," he explains. "But we can look at helping any size or type of company and believe the SME market has been neglected to a large extent."

Importantly, First Horizon is a Level One Broad-Based Black Economic Empowerment contributor. "So we offer preferential procurement benefit on your monthly AWS spend," Power points out.

That’s one good reason to work with First Horizon, but not the only by any means. "Our technical excellence is definitely one of our differentiators in this market, along with our transaction expertise, and we are customer-obsessed, so customers benefit from our unwavering focus."

#contactcenterworld, @awscloud

Posted by Veronica Silva Cusi, news correspondent

About First Horizon:
As the AWS center of excellence within the First Technology Group, First Horizon is key in the Group’s multi-cloud strategy. We are obsessed with customer satisfaction and our team of experts is eager to assist you on your cloud transformation journey.
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About Amazon Web Services:
Company LogoAmazon Web Services is a collection of remote computing services that together make up a cloud computing platform, offered over the Internet by The most central and well-known of these services are Amazon EC2 and Amazon S3.
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Today's Tip of the Day - Beware Of Techno Babble & Jargon

Read today's tip or listen to it on podcast.

Published: Thursday, October 14, 2021

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2021 Buyers Guide IVR

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.


Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.


MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

Nuxiba Technologies

Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

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