Johannesburg, 23 Apr 2012
O-Tel Telecoms, the infrastructure as a service company that provides cloud-based telephony services to channel partners nationwide, today unveiled Centrex, the next generation of cloud call centres.
O-Tel is offering small, medium-sized and large call centres, via channel partners across South Africa, its full range of inbound and outbound call centre solutions in the cloud. This is in response to the strong demand from businesses that are seeking ways to ensure growth this year by lowering their capex costs and ensuring they stay ahead of the competition by having access to the latest in call centre technology all the time.
O-Tel Telecoms head of Projects and Development, Thyson Makitla, is very excited for the launch: “We've worked for months with our American partners to ensure O-Tel keeps its promise on delivering a carrier-grade cloud call centre service labelled as Centrex.”
Centrex allows a call centre to be established within minutes. All agents require is a computer, headsets and a Web connection.
Makitla adds: “Call centre agents can now work from anywhere, including their homes. The administrator simply creates his campaign, uploads his call list to the CRM, and the agent's login to the unified communication tool, which includes a predictive dialler and updates the CRM while speaking to the client.”
It is common knowledge in the call centre industry that predictive dialling increases productivity by 70%, as the system does not allow the agents to procrastinate. Quick CRM input is also just as important, as the reporting afterwards needs to show accurate results. Centrex is ideal for these functions.
Onsite enterprise-grade systems with all integrated CRM, predictive diallers, real-time analytics, voice loggers and advanced reporting can cost close to R500 000. Other open source solutions based on Asterisk do not offer an integrated solution, easy graphic user interface (GUI), are not entirely stable, and can cost in the region of R220 000.
“Centrex has been tested by various channel partners nationwide, and the response was absolutely magnificent. It is by far the most complete call centre service in South Africa,” states Mohammad Patel, CEO of O-Tel Telecoms.
“The service we offer includes full hosting, support assistance and is affordable, scalable and flexible. With a carrier-grade backbone, we're confident that the recommended retail price of R395 per seat is a huge cost saving for any call centre, whether start-up or fully operational.”
Centrex can integrate with most CRMs out there. Its built-in CRM and support for vTiger seems to be sufficient for most call centres' needs. Having a global clientele, it is known to work superbly with Salesforce.com, Sugar CRM and other top CRM services.
What's more attractive is that Centrex is compliant with O-Tel's new NGN Last Mile Connection. With the lowest concurrent call rate in the industry, it will keep the call centre running costs as low as possible.
“We're very excited about this long-awaited product. Our partners are very enthusiastic in marketing this complete cloud call centre solution,” concludes Patel.
Centrex is operational. Webinars are held regularly to demonstrate the service.
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