Concerto Software, Inc. a proven provider of customer interaction management (CIM) solutions, today announced that MTN has selected Unison, Concerto Software`s outbound contact centre solution, for implementation in its Sandton, South Africa centre. MTN Group will utilise Unison to enhance its outbound customer service capabilities, improve contact centre productivity and reduce operating costs.
MTN Group is a South African Cellular network operator with five million subscribers. The company`s GSM network is one of the largest in the world, with approximately 4,000 sites covering 19200km of road and 9,000km^2 of land. The company provides cellular access to more than 90% of the South African population.
Karen Brits, telephony systems manager for MTN Group comments: "We were faced with the challenge of remaining efficient whilst experiencing rapid growth within our business. One of the most important areas we needed to address was that of customer retention. Manual outbound campaigns had traditionally been very hard to manage and were costly in both time and money. We needed a solution that would cut down our operating costs and help us to deliver superior service to our customers."
After extensive research, MTN Group selected Unison to manage multiple outbound campaigns and produce detailed reports to analyse and measure success. MTN Group believes that Unison has already significantly improved productivity within the organisation.
Brits continues: "The call centre is our most important point of contact with our customers. Therefore, MTN Group needed a flexible solution from a reliable vendor that provides our company with leading-edge technology and that could nurture a long-term growth relationship. The corporate viability of our chosen vendor was of paramount importance to us. We needed to be confident that we would be able to scale our solution in a year`s time and still be able to rely on the support and expertise of the company."
"Concerto Software is committed to providing customers with innovative, cost-effective contact centre solutions that offer unparalleled choice and flexibility while delivering real business benefits," said Peter Nicol, Vice President Europe and Africa at Concerto Software. "When companies like MTN Group choose to implement Unison, they enable agents to spend more time talking to customers and prospects and significantly increase productivity."
MTN purchased the Unison solution through Concerto Software`s distributor Multi-Connect (Pty) Ltd, based in South Africa. Multi Connect (Pty) Ltd is a telecommunication and call centre specialist operation positioned as one of South Africa`s leading service providers to the Financial, Insurance, Retail, Communications, Utilities, Medical and Travel industries.
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Concerto Software, Inc. is a proven and reliable provider of contact centre solutions that help companies better manage customer interactions via voice, email, the Web and fax. With multiple strengths - including financial stability, talented people, innovative technology, more than 20 years of industry expertise and a singular focus on the contact centre - Concerto Software is a trusted partner to companies across the globe. Concerto Software was selected by leading industry analyst firm, Frost & Sullivan, as the sole recipient of its Contact Centre Company of the Year Award in 2003 and 2004, and is also the only company to earn this distinction two years running. Concerto Software is headquartered in Westford, Massachusetts, with operations across the Americas, Europe and Asia Pacific. For more information, visit www.concerto.com.
MTN Group
Launched in 1994, the MTN Group (formerly M-Cell) is a leading provider of cellular and communications services in Africa and is listed on the JSE Securities Exchange South Africa under the share code: "MTN". The Group encompasses MTN South Africa, MTN International and its Strategic Investments division which hosts Orbicom, Airborn and MTN Network Solutions. As at end September 2003, the MTN Group had almost eight million subscribers across the continent where it provides cellular, satellite and Internet access services to 14 African countries. The Group has invested in six GSM cellular networks in Africa, including South Africa, Swaziland, Rwanda, Uganda, Cameroon and Nigeria. For more information please visit www.mtngroup.com.
Multi-Connect (Pty)
Multi-Connect (Pty) Ltd is a professional services and solutions company, providing trusted products and services to the Call Centre Industry in South Africa since 1989. Our powerful customer base will bear testament to the fact that we know what we are doing and have been doing it for a long time now! For more information, visit www.multi-connect.co.za.
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