The Nigerian Communications Commission (NCC) has appointed local ICT solutions and services expert, Atio Corporation and its Nigerian-based partner Multi-Tech Systems, to implement a 10-seat contact centre solution for use in its Consumer Affairs Bureau.
Emerging trends in socio-economic growth shows a high premium being placed on information and communications technology by homes, organisations and nations. As a result, the NCC decided to implement a contact centre, ensuring it provides the necessary service to its public.
Atio Corporation`s director of service delivery, Jean Sinovich says Nigeria is one of Africa`s fastest growing economies. "By the year 2010, Nigerians plan to have ten million lines installed, an increase from the present 800 000 and substantial growth of its GSM subscriber base, which is currently over 2.5 million. The NCC`s decision to introduce a contact centre to provide better service to the general public will assist the inevitable growth spurt."
The contact centre is the first of its kind implemented by the NCC. It is currently in its first phase, after which the NCC will investigate a centralised solution, servicing several regional offices from one contact centre.
"We selected the Atio Corporation and Multi-Tech Systems team from an initial tender list of over 31 because of its obvious experience in the contact centre environment, its refreshing approach and cost-effective solution. The team immediately understood our needs and offered a solution that would not only meet those needs but also accommodate future expansion," says Nnamdi Nwokike, Head of Consumer Affairs of NCC.
Atio Corporation took the NCC`s future expansion plans into account by implementing a soft solution, which easily accommodates hardware expansion. The contact centre is made up of Interactive Intelligence`s Customer Interaction Centre (CIC) and Interaction Recorder, its voice-recording product. CIC is built on a single platform, open systems standard, interactive centre technology. It is a cost-effective contact management solution that reduces costs over traditional "multi-box" proprietary systems. Voice recording provides proof of any conversations and also allows the contact centre management to carry out quality control on the call agents` interactions.
Emeka Ibe, Managing Director of Multi-Tech Systems Nigeria, says: "Nigeria is rapidly expanding its focus on customer relations and services, hence our alliance with Atio Corporation. Our association is based on a true partnership whereby Atio Corporation will work closely with Multi-Tech Systems, transferring skills and ensuring that our level of understanding of contact centres is on par with their own."
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Atio Corporation is a specialist ICT solutions and services company focusing on specific niche environments, including:
* Contact centres
* CRM
* Unified and mobile communications
* Multimedia recording
* Telephony
* Service quality assessment and revenue assurance in the GSM environment
Atio Corporation entered the ICT industry more than a decade ago (1991), and has since built up a comprehensive track record of successes as a leading South African ICT services and solutions provider, with numerous blue-chip companies and public sector clients in SA, Africa and Europe that have already made use of Atio`s extensive expertise and services. Atio Corporation prides itself on service delivery that is on time, within budget and to specification.
Atio Corporation has been nominated as one of the Top ICT Companies (Corporate Research Foundation) and Top 100 Technology companies (Business Day) in SA.
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