Instead of leaving customers to determine the best way to interact with Hollard Direct Solutions, the company has determined the best way to interact with their customers with the implementation of South Africa`s first full multi-media contact management solution from Voicematix.
Voicematix`s AllMedia Contact Centre Solution - CCPRO from CELLIT, is indicative of the new international trend of systems that handle all forms of customer interactions in a single integrated solution. Voicematix`s solution is designed to manage all forms of customer interaction, including inbound and outbound voice, fax, chat, instant messaging, email, IP telephony, and video.
"It`s all about providing a consistent customer experience across all media types," says Kevin Hurwitz, Chief Operating Officer of Voicematix. He continues, "Hollard Direct Solutions continues to be a pioneer as the first South African company to provide financial and insurance products direct to the public. Our solution not only had to measure up to their strategy to enhance the customer contact experience but also meet their expansive needs - short and long term."
Hollard Director Nic Kohler says: "We chose CCPRO from Voicematix because it gives the best technological support to our goals and visions far into the future."
"Among the improvements it offers is quick and efficient retrieval of recorded telephonic conversations with clients, from the first query onward. This has become essential in the insurance industry, particularly in direct selling. It is also essential for our training programs structured for Call Centre personnel."
Kohler says quick and accurate statistical reporting, web interaction and seamless data retrieval within the totally integrated computer/telephony environment, was another big plus offered by CCPRO.
Hollard`s Call Centre has already received over 500 000 customer interactions with over 60 services that been rolled out in less than two weeks.
Chief Technical Officer, Jeremy Hewson concludes, "Our contact management solution is specifically geared towards the new Internet economy. This comprehensive solution eliminates the disparate, multi-vendor environment found in traditional call centres while leveraging a company`s existing infrastructure investment. CCPRO provides the desired feature set, price and performance in one comprehensive, highly scalable system."
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