Increasing demands on call centre agents for quicker and more appropriate responses has resulted in FrontRange Solutions adopting a new approach to call centre software tool development.
"Call centre agents are having to pull information from an increasingly wider range of applications, creating the need to develop the concept of a primary tool to provide a single workspace where all the required information is easily available," says Paul Bornhutter, FrontRange product GM.
Bornhutter says as the roles of call centre agents have become more refined, they have had to continually switch between an increasingly wider range of specific applications with different user interfaces to access the information they require to function optimally.
"FrontRange has drawn on a host of standards-based core technologies to develop a call centre solution that provides a single workspace with a single user interface agents can use to choose the information they require to improve efficiency and response times," says Bornhutter.
Using the FrontRange foundation layer of common services based on the Microsoft .Net framework for passing information between applications, FrontRange Solutions builds customised call centre solutions for the South African market.
"This approach means we are able to provide a flexible solution to pull in information from any data source without the need for expensive and complex middleware," explains Bornhutter.
He says although SA is moving towards the goal of service excellence, the market is generally not aware of what is possible in terms of software tools and workspace design. "The new business vision is technological space for every person in an organisation, matched to their competence as well as the capabilities required from the business," says Bornhutter.
FrontRange is anticipating rapid growth in demand for call centre solutions in SA in the wake of the liberalisation of telecommunication laws and the international trend of exploring new territories for outsourcing call centres.
"We hope to capitalise on the growing demand in the next 12 to 18 months by being one of the few solution developers that can deliver what organisations want and make it work the way they would like, without the huge expense of bespoke software development."
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