Since signing up as a reseller for Witness Systems in March 2006, ATIO Corporation, a black empowered company specialising in ICT solutions and services, has implemented its third Witness Systems voice recording solution in southern Africa.
"We have implemented Witness voice recording modules in three separate contact centre environments. These installations are a first step in introducing our clients to the full benefits of an overall Witness quality management solution deploying workforce optimisation technology," said Neville Quinton, business unit executive for ATIO Corporation.
The Witness voice recording software solutions have been successfully installed in an outbound campaign management company that uses its call centre to conduct sales and market research, a fund manager, and a mobile operator. The first two are South African operations and the third is based in Namibia. Further installations are in progress in other countries in sub-Saharan Africa.
The business cases for these voice recording installations were the need for the quality management of calls, supporting the contractual requirements of a sale closed telephonically, compliance recording of all customer interactions, and enhancing customer care.
"The Witness voice recording software met these business requirements for compliance recording and quality management. At the technical level, we were able to customise and integrate the Witness solution with existing client infrastructure," said Quinton.
The solution allows for the retrieval of a telephone number, the date of the call and the voice recording of the call itself. Calls are tagged by customer name or policy number. The voice recording module also integrates with most customer relationship management (CRM) systems. The technology allows an organisation to ensure it meets compliance standards through the recording of customer interactions. It provides the platform for the improvement of service to customers who call a contact centre as well as maximising the effectiveness of agents making outbound calls, as in the case of a sales campaign.
According to Quinton: "It makes good business sense to enhance customer interactions by empowering call centre agents. Customers do not just want their calls answered, they want to be assisted and their problem resolved by a call centre agent. The Witness voice recording module is an excellent means to quality manage and incentivise agents as well as identify opportunities for further training within an organisation to better meet customer needs. It promotes the balanced score card approach to workforce optimisation within a call centre environment."
The Witness voice recording module is part of an end-to-end software solution that can grow with a business` quality management and workforce optimisation requirements. The solution is part of a broader trend within the call centre market to move away from distributed systems supported by multiple vendors. Rather, organisations are looking to providers that can implement and support an integrated solution for an entire call centre operation`s infrastructure.
"The Witness product set sits well with ATIO`s role as an integration provider in the call centre market. We have the skills to install and support the Witness software and are seeing benefits from implementing the solution in greenfields and established call centre operations. Nevertheless, the real challenge is for large corporate organisations who have already invested heavily in other voice recording technology to consider the business case of replacing their existent technology for the Witness workforce optimisation technology solution. In our experience, the long-term financial and operational benefits of moving to the Witness platform become evident as it has the functionality and flexibility to optimise and grow with call centre operations," said Quinton.
ATIO Corporation is a value-added reseller of Witness Systems` workforce optimisation technology solution. Witness Systems is a global leader in workforce optimisation technology solutions for contact centres. Its flagship product is Impact 360, an integrated platform with quality monitoring and call recording, workforce management, performance management and e-learning capabilities. The technology has application in contact centres with five, 50 or 500 and more seats. ATIO Corporation`s channel partnership with Witness Systems is a further consolidation of its partner relationship with Nortel in the Sub-Sahara Africa region.
"Our clients understand legislation and need for compliance recording and see their purchase of the Witness voice recording module as an opportunity to a longer term technology investment in the efficiency of their organisation, empower their staff, and improve their customers` experience when dealing with the call centre," said Quinton.
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ATIO Corporation is a black empowered company specialising in ICT solutions and services. ATIO`s two business divisions - ATIO-Intelligent Business Solutions (IBS) and ATIO-Telecom Services - target clearly defined niches within the ICT market. IBS provides integrated contact-centre, CRM and messaging solutions and services. Telecom Services provides end-to-end network performance and revenue assurance testing solutions and services to mobile and fixed-line operators. ATIO Corporation`s solutions are widely used in South Africa, the rest of Africa as well as the European Union and the UK.
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