Siltek Telecoms has announced its appointment as an InterAct distributor for the sub-Saharan African region. The agreement includes the full range of InterAct call centre reporting solutions.
Johann Engelbrecht, responsible for all voice processing products at Siltek Telecoms, is positive about the potential market for the InterAct range of call centre solutions. "InterAct provides services to the industry, including technical support, installation, integration, development and consulting. The combination of its business applications, integrated telephony, workforce management and staff management, all within a component-based architecture, enables the rapid transfer of information specific to client's requirements."
Lloyd Rabie, managing director of InterAct, says the agreement was signed recently in line with its strategy to expand its local distribution network, prior to its listing on Nasdaq. " InterAct has its sights set on the Nasdaq exchange in the US with a local listing to follow within the next 18 months. We are also in the process of expanding our operations abroad to further promote and grow our products."
InterAct's marketing focus aims to dominate the full call centre market spectrum, ranging from small 10 seaters to larger 300 and more seater centres. It offers combined modules, which provide a 360^0 management tool for unified reporting in small to large call centres. The range includes the Desktop Manager, Staff Management and Workforce Management. Call centres that have deployed the InterAct desktop will be able to create reports on actual agent productivity based on individual agents, groups, campaigns or shifts. The agent interface and "log on" and "log off" options provide accurate data to draw statistics for even more intelligent shift and resource scheduling. Desktop also provides full activity statistics to the ICCS server, generating enough business intelligence for comprehensive reporting on all the customer contact within the call centre. A full audit trail per call is available, providing the following information:
Date and time of call
Duration of call
Details of customer as per database search
Details of the agent who handled the call
Details of the campaign
Call classifications
Wrap-up classification
Actions executed during the call
Outstanding work for clients
Rescheduled calls logged
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Siltek Telecoms
Siltek Telecoms is a specialist telecommunications distributor within the Siltek IT Supply Chain Group, and has agreements with some of the world's leading vendors. It is the master distributor for Lucent Technologies' range of voice products and Active Voice Corporation's portfolio of PC-based voice processing systems and Computer Telephony Integration (CTI) solutions. Controlled by Kunene Technology Ltd, Siltek Telecoms is committed to becoming the supplier of choice for telecommunications VARS and independent resellers.
Siltek Limited is the leader in the Southern African Information Technology (IT) Supply Chain with projected turnover of R3-billion in the year to end-June 2000. Listed on the Johannesburg Stock Exchange, Siltek comprises several complementary operating divisions, each of which is a dominant player in its niche area.