AST Networks, a business unit of the AST Group, has successfully completed the overhaul and replacement of the telecommunications infrastructure of financial services giant, Coris Capital.
The new system is underpinned by a Philips iS3030 voice server and has 200 extensions. Advanced features include a least-cost call-routing facility provided by AST Networks technology partner, Orion Telecom, which reduces cellphone call costs by about 28%. The system also includes a Philips CC460 call centre, which has been handling up to 700 calls per day.
"The privatisation of the pension fund and resultant expansion created a need for a modern, state-of-the-art telecommunication system," said Estie van Coller, general manager, employee benefit products. "With 11 retirement schemes under our administration and approximately 48 000 members, it was extremely important to install a call centre that could cope with the vast number of enquiries that Coris Capital receives each day. I am pleased to say that the Philips Contact Centre solution has answered all our needs," said Van Coller.
"At any given time our call centre operators are able to see exactly how many agents are logged in, what the average answer time of any given call has been, how many calls are waiting in the queue and also how many calls were answered in any specific time. It also offers skills-based routing and reports," she explained.
The CRM programme, which is a combination of the AST/Philips system and the voice logger from `Nice`, has enabled Coris Capital to provide a world-class customer relationship service to its customers.
"Coris Capital selected AST Networks for their superior service, both from a technology and after-sales point of view," added Andr'e Momberg, support specialist for Coris Capital. "We have been extremely pleased with AST Networks and the technology."
According to Irene Liebenberg, accounts manager at AST Networks, special care has been taken with Coris Capital to ensure that the present open platforms can be developed and enhanced by future growth in technology without sacrificing the existing investment.
"We look forward to further strengthening our partnership with Coris and we are extremely pleased with the satisfaction levels of this fine customer," concluded Liebenberg.
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In just three years the AST Group has established itself as one of the leading information and communication technology companies on the JSE Securities Exchange. Its consistent creation of value for shareholders, clients and employees has resulted in a steady increase in monthly revenue to the R100 million plus mark.
AST is now the fourth largest South African IT company by market capitalisation, and is one of the top three in terms of physical infrastructure (mainframes, servers, desktops, and networks under management) and geographical footprint with over 62 physical locations. Counting almost 90% of the top 100 JSE-listed companies among its clients, the AST Group services mostly large corporate and government clients, but is increasingly offering services to rapidly evolving small and medium enterprises.
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