Following Telkom`s introduction of broadband communication services, AmVia - Voicematix has announced that it`s launching Wide Area Contact Centres (WACC) to the South African market specifically aimed at the small to medium enterprise (SME).
A modern virtual contact centre, WACC consists of a contact centre "headquarter" location, networked via ISDN, leased lines or ATM to agents working from their homes, from a smaller site in another city, province or country. The company says, depending on the specific needs and goals, WACC will save SMEs and large corporates immense amounts of money.
Armed with just a PC, Telephone and a leased line, the solution provides SMEs with the latest contact centre technology. WACC offers SMEs the opportunity to compete with their larger peers in terms of cutting edge customer interaction without the magnanimous investment in technology and infrastructure.
At the centre of this strategy is AmVia - Voicematix` flagship AllMedia Contact Centre - CCPro. The first contact centre designed to manage all forms of customer interaction, including inbound and outbound voice, fax, chat, instant messaging, email, IP telephony, and video.
Allowing direct remote connectivity, via voice and data networks the CCPro engine grants the same functionality as agents located at the base contact centre. Calls fielded to the central engine are rapidly funnelled to the WACC.
AmVia - Voicematix, Futurist, Gary Cousins says, "not only does this provide a cost-effective answer for SMEs, but larger corporates with a significant investment in their contact centre can actualise increased return on their investment via two avenues. In the first case they can offer full remote support for employees working at home, on the road, or from any other location. Secondly they can offer an outsourced solution without expanding their infrastructure. What`s more, WACC eliminates the disparity of housing critical business information traditionally found in outsourced solutions. Companies opting for this model can now choose their desired workflow model under one roof."
AmVia`s Mission Controller, Kevin Hurwitz concludes, "As bandwidth increases and connectivity costs slowly come down WACC will begin to offer an alternative outsource option. Smaller enterprises will now be able to house their information, management and agent skills in-house while fluidly interacting with the rest of their business."
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