Grintek Telecom has installed one of South Africa's first Symposium Express Call Centre Server manufactured by Nortel Networks - at the Durban based head office of iTalk Cellular for use in its Megastore call centre.
Symposium will be instrumental in providing customer satisfaction to iTalk's existing and future customer base, which marketing manger Rudolph Vorster says is without doubt the most important aspect in the competitive cellular market.
"The cell market is 100% service driven. Contracts and cell phones are the same throughout the country and the only differentiating factor revolves around service and support. When we shopped around for a central PABX to control our call centre operation our primary criteria was how it could improve customer satisfaction."
He says Grintek Telecom was selected to implement the PABX system largely because of its shared Nortel Networks Evergreen policy, which ensures an 80 percent return on investment allowing technology upgrades to be carried out without impacting on the existing investment.
Nortel Networks call centre application Symposium Express, which is thoroughbred software specifically designed for the Meridian range was further reason for the selection of the PABX solution at iTalk Cellular. It offers skills based routing, multiple agent querying and voice mail functionality as well as monitoring calls, service levels and reporting.
Justin Jacobs, account manager Unified Networks at Grintek Telecom in Durban, says that during a company's PABX and Call Centre selection process, Nortel Meridian offerings emerge as a high value long-term business solution!
"I believe that our National Control Centre (NCC) which is a proactive support operation has swayed the decision to implement Meridian systems to Grintek Telecom. The NCC is a key element in our business proposals," he says.
iTalk Cellular - a joint venture with MTN - currently runs two switchboards that support a number of divisions in the organisation. They comprise Customer Care, Administration, Retail Dealer Support, Marketing, Corporate Services, Product Support and Prepaid Division. Nearly 100 extensions are currently in use but can be upgraded to control 700 extensions.
A single Primary Rate ISDN line from Telkom comprising 30 digital channels provides the communications requirements throughout the company.
iTalk is planning future networking requirements and national growth for this business partnership.
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