CCH Enterprise Solutions has won a R4 million contract to install a multimedia call centre for Momentum Wealth, the new-generation financial services company in the FirstRand Group.
Momentum Wealth holds some 25% of the linked investment and multi-manager market, currently managing assets worth more than R10 billion, and receiving a monthly inflow of about R400 million. It has a customer base of around 100 000.
The call centre is to be used to service external and internal brokers, and third-party client enquiries.
CCH is using Apropos, from Nasdaq-listed Apropos Technology Inc, to provide Momentum Wealth with a future-proof multimedia call centre solution. This will enable it to meet the diverse communication requirements of all its clients in the rapidly changing, technology-driven international financial services environment. Apropos comprehensively manages realtime customer interactions across voice and Internet-based communications media, including e-mail and Web collaboration.
Momentum Wealth chose CCH`s Apropos call centre proposal from a pool of 19 contenders.
"We chose CCH as our project partner because of the team`s clear understanding of our present and future vision and requirements, and its depth of knowledge regarding call centre technology and management trends," says Kobus Dreyer, head of Individual Client Services at Momentum Wealth. "In addition, Apropos`s open architecture approach to our problem was a perfect match for our own strategic IT development path."
Apropos`s Total Interaction Management technology is an "encapsulated" solution that uses the Internet to enable communications with the diverse technologies, legacy and new, in use in the communications sector. This is a different approach to many other solution providers and call centre vendors. The Apropos open systems approach removes the requirement for middleware and complicated integration exercises.
"This results in ease of integration and provides a rapid implementation solution delivered in weeks rather than months," says John Downing of CCH Enterprise Solutions. "However, Momentum Wealth`s clearly defined requirements, and its project management team`s close collaboration with us throughout, has emerged as a key factor in the evolving success of the project."
Momentum Wealth expects the system to enable it to reduce response times and query resolution time, eliminate customer churn, and delight clients.
"The call centre will give us a very clear competitive edge," says Dreyer. "We`ll be managing any type of client interaction in realtime across widely divergent channels. This will raise the question in customers` minds as to why other companies cannot be as responsive!"
CCH Enterprise Systems is the preferred value-added reseller of Apropos products in South Africa.
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