AmVia - Voicematix has notched yet another successful implementation of its AllMedia Contact Centre for leading outsourcing and co-sourcing firm, Dialogue Communications. Full installation and deployment of the contact centre happened in less than a week after the signing of the deal in late December last year.
Dialogue`s adoption of AmVia`s CCPRO Contact Centre reinforces their key ethos to continually invest in cutting edge technology. Andrew Planting, Managing Director of Dialogue Communications, says, "The choice of AmVia`s CCPRO technology hinged upon our need to anticipate market changes with multi-channeled communication systems furthering our e-customer care service business. Addressing new e-business service opportunities, demonstrating expertise in CRM processes and strategies, technical expertise, building successful partnerships and positioning ourselves as a leading e-business player are paramount to our needs."
Built on intellectual capital with a strong entrepreneurial culture, state of the art facilities and innovative and unique services developed specifically for clients, Dialogue has become a customer services and communications powerhouse in Africa. With a growing enviable list of clients in the Pharmaceutical, Telecommunications, Insurance, Travel & Leisure, Aviation, Entertainment, FMCG, Publishing and Health & Medical sectors, Dialogue was particularly impressed with the rapid turnaround at which CCPRO could roll-out services. All in all, over 35 services were rolled out in less than five days.
Poised on it`s new strategy - `Customer Interaction for the demand generation` - AmVia ultimately sees customers - from the least to the most profitable - driving communication channel strategy by awarding their patronage to companies offering the most responsive channel mix. This enables the contact centre to prioritise contacts based on customer profile, service and media type. Real-time contacts - voice, chat and instant messaging - can receive priority over asynchronous contacts such as e-mail and fax. Priority customers can also be sent to the head of the queue. This blended environment provides agents with the ability to handle any interaction. For this reason, peak demand can be handled with fewer agents, making optimal use of their time and reduce operating costs.
Kevin Hurwitz, AmVia`s Mission Controller, concludes, "It gives us great pleasure to welcome a company of Dialogue Communication`s stature into our customer base. With the enabling technology to provide a consistent customer experience across all media types, we are geared to meet Dialogue`s expansive needs - short and long term."
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