PM Tech has secured the local distribution and support rights to the Mastersoft call centre software solution in a deal concluded with developer, I-Desk UK, and Alexander Frances Systems Consultants (AFSC).
In terms of the agreement, PM Tech - a supplier of services, skills, hi-tech solutions and equipment - will succeed AFSC as the authorised distributor of the software in SA. AFSC will continue to work with I-Desk to expand the market for Mastersoft in Africa.
PM Tech director Mike Leeuwen says the agreement marks PM Tech`s entry into the call centre software arena, which he expects to continue to be a major growth sector within the local IT industry.
"South African companies have learned from the experiences of their overseas counterparts that effective customer relationship management depends to a large extent on the personal contact that call centres provide," he says.
"The software needed to support a viable and effective customer/supplier interface must be able to source data from a variety of repositories including legacy data storage, warehousing and inventory auditing systems.
"At the same time it must be able to interface with network management systems and other management tools designed to automate the collection of information for the company database."
The present Mastersoft version (v4.4) - which has already been deployed by CNA in its Customer Care Centre - offers a simple user interface to the call centre agent while affording adequate configurability for the system administrator. It also has a full range of features for workflow and load management.
It functions on any Windows platform and can be deployed on any of the major ODBC-compliant database servers (SQL, Oracle or Sybase).
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