CaTS has formed a strategic alliance with a Portuguese-based call centre solution company, named Collab.
Collab's OneContact is a voice over IP-based call centre solution, which provides clients with a total solution. OneContact addresses contact centre requirements with a multimedia approach of voice, video call, chat (instant messaging) and e-mail.
At this year's Contact Centre World Africa conference, held at Sandton Convention Centre, CaTS co-exhibited with Collab. "We see the partnership between us and Collab as very strategic and we laud their achievement to converge so many communication channels in one total call centre solution," Johan Gobler, MD of CaTS, stated.
CaTS, Collab logos
CaTS and its subsidiaries intend to position the product in order to address call centres ranging between 20 and 500 seats. The OneContact solution provides institutions with a single call centre solution, making available multiple communication channels between callers and agents. These channels can be enabled as the needs of the organisation grow. Voice calls would be the default, with e-mail following and, after that, other technologies such as instant messaging and video calls can be introduced.
OneContact also allows for video push from the agent to the caller, which could detail technical instructions or the like. Johan Grobler continued: "The OneContact solution is a very clean and self-contained product, which also has the ability to queue communiqu'e, regardless of its format, to be received accordingly by the agent. Hence, the agent can be closing a video call session, and the next session might be an instant messaging session. Priorities can also be allocated to communication mediums, allowing voice calls, for instance, to have the highest priority."
CaTS has installed a fully functional test environment in its test laboratory, which interfaces to an Asterisk VOIP PABX, hence allowing for further development, testing and demonstrations.
CaTS is offering this solution to the telecommunications and finance sectors throughout Africa.
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