ATIO unveils unique technology solution that measures “customer contentment” in real-time

ATIO and Ransys Feedback Technologies officially announced their partnership agreement at an exclusive executive Round Table Seminar, held in Cape Town recently. As part of the agreement, ATIO will now provide the Attentive Customer Experience (ACE) solution for the first time in southern Africa.

Ransys' Attentive ACE solution is globally recognised for its ability to provide proactive feedback management solutions by monitoring customers' perception of their experience with a company.

“Our approach to customer service has always been around listening, asking questions and then responding to our customers' needs by formulating unique strategies in support of their business objectives. It is this strategy that enables ATIO to maintain superior customer interactions because of our ability to transform our customers' feedback into actionable business deliverables,” says Andre le Roux, MD of the ATIO interactive division.

“This partnership affords us the opportunity to tap into ATIO's vast experience in implementing innovative solutions. We believe that it is this experience that will help grow our presence in the South African market and continue to lead the enterprise feedback management field,” says Eli Matara, International Sales, Ransys.

“Ransys chose to partner with ATIO on Attentive ACE because we believe that this solution has unique selling points which complement ATIO's range of unique services and best differentiate us from our competitors,” says Matara.

ATIO, a leading black empowered specialist ICT services provider, has a reputable customer experience of over two decades, based on a well thought through customer engagement model. Ransys' Attentive ACE solution fits perfectly with ATIO's customer service strategy to provide near real-time processes with high-resolution feedback that can be easily and effectively implemented without compromising the quality of service.

“We chose ATIO as our preferred solution partner in Africa following a close examination of its technological and business capabilities. ATIO is the perfect partner to promote Attentive ACE throughout southern Africa,” says Matara.

“Old Mutual Healthcare is the first South African company to use the Attentive ACE solution to support its service strategy of meeting and exceeding the needs of our customers by proactively measuring and acting on our customers' service experience. We are pleased to have made the choice to use the Attentive ACE solution,” says Gerald McKinnon, Services and Operation Executive, Old Mutual Healthcare.

Some of the added value that ATIO aims to bring to the South African market includes larger cumulative savings due to decreased operational costs, superior customer satisfaction and streamlined business processes. ATIO's existing converged communication strategy will assist the contact centre and other parts of the organisation to increase profitability by increasing their ability to compete while reducing expenses and ultimately improving customer retention.

“It is for this reason that ATIO is delighted to provide our customers with an experience that enables them to continuously improve their performance by measuring their customers' perceptions by means of a constant stream of event-driven feedback,” concludes Le Roux.

According to Matara, the South African business market is starting to embrace, understand and value the importance of monitoring customer experience and listening to the voice of the customer in order to become customer centric organisations. Most South African corporations see the need to differentiate themselves from other players in the market through superior quality of service.