The Coega Industrial Development Zone (IDZ) has deployed a contact centre with the help of Accenture. The solution is underpinned by technology from SAP and Avaya.
The centre will service investors and other stakeholders of the IDZ`s developer, Coega Development Corporation (CDC). It is to be named the Qhakamshela ("Contact" in Xhosa) contact centre.
Aimed at improving responses to stakeholder queries from investors, job-seekers, contractors, suppliers and other entities and people, CDC claims this will lead to better customer service.
The technology
The centre will allow the CDC to interact with these parties through a multi-channel, "specially integrated" solution based on SAP Customer Relationship Management (CRM) v4.0 and Avaya Telephony.
Accenture was responsible for the implementation of this site. The company claims this is one of the first sites in the world to go live with SAP CRM 4.0, with the contact centre being Web-based, and it "is the first site in the world to integrate SAP CRM and Avaya across all three channels (voice, mail and fax)".
"The Qhakamshela Contact Centre forms the hub of the CDC`s One-Stop Investor Services Centre, which is being planned as [an] investment support service offering to prospective investors, to ease the process of locating and operating in the IDZ," says Lionel Billings, CDC project manager, investor services.
Billings says the centre lays a good foundation for the IDZ to attract investors who also want to develop contact centres but have not realised the potential of the Eastern Cape in this regard. The previous lack of contact centre evidence was a major impediment in attracting these investments.
Historically disadvantaged individuals make up over 60% of those involved in the contact centre. A total of 45% are women. Telephonic assistance will be provided in Xhosa, English and Afrikaans, the dominant languages of the Eastern Cape.
Share
