Intelleca has swept the boards at the annual Business Process Enabling SA (BPeSA) Awards, winning two awards for innovation - both the titles for Gauteng and National Best Technical Innovation of the Year for 2008. It won the awards for a new customer interface implemented at MultiChoice.
This is the second year in a row that Intelleca has won both the Gauteng and National awards for innovation.
The company won the award for the work it did on the new customer interface, based on Genesys's Intelligent Customer Front Door concept. Part of Genesys's Dynamic Contact Centre suite, it employs a business rules engine to shift call answering away from frustrating interactive voice response (IVR) menus to an intelligent blend of self-service and live service.
The Genesys intelligent Customer Front Door uses VoiceGenie IVR to build an intuitive, automated customer interface. Callers can use natural language speech recognition rather than their phone keys to guide them to the appropriate destination in the contact centre.
Intelleca received the awards at a gala BPeSA event before 1 500 guests at Gallagher Estate in Midrand.
"We are ecstatic at the recognition," says Tim Fick, contact centre technologies manager at MultiChoice. "It is the culmination of many months' work, industry recognition of innovation in our sector, and testament to our commitment to provide excellent service to our customers."
"The solution has reduced by 73% the length of time taken from first contact to required destination," says Chris Cochrane, call automation and speech technology manager at Intelleca. "Callers use natural speech to explain their intention and then, by mapping keywords extracted from their speech to business rules, they are channelled to the appropriate resource, whether it's automated or a live agent.
"This has reduced from 75 seconds to 20 seconds the average time taken for a caller to navigate through the auto-assistance menu and reach the right person or service to satisfy their requirement."
Other benefits of the Intelleca implementation include:
* Reduction in misrouted calls;
* Increased caller self-service; and
* It allows MultiChoice to segment its subscriber base of 1.5 million people and route subscribers more appropriately, based on caller line identification, ascertaining their previous history and profile
"These awards represent the highest accolade and achievement for technology in our industry," says Michael Renzon, CEO of Intelleca, a division of Bytes Technology Group.
"The Technical Innovation Award category is fiercely contested as it is the only BPeSA technology award category at this annual event.
"We thank Tim and his team for their unstinting support over the years, that has culminated in this double accolade celebrating the MultiChoice-Intelleca partnership," adds Renzon.
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Intelleca
Intelleca, a division of the Bytes Technology Group, is South Africa's leading provider of innovative voice and contact centre solutions, including speech self-service automation, speaker verification (voice biometrics), contact centre on demand, workforce optimisation, multimedia customer interaction solutions, and voice over IP communication solutions. It represents global brands including Genesys, Nuance, VoiceGenie, Microsoft, AudioCodes and CosmoCom, and counts many of South Africa's telco network operators and blue-chip corporates among its clients. Intelleca provides its systems integration and professional services capability to Europe, the Middle East, Africa, and Asia, and has pioneered many local and international breakthroughs. http://www.intelleca.co.za
MultiChoice
MultiChoice provides premium digital media entertainment, content and services to multiple devices which includes Pay TV subscriber services to 1.5 million customers
Its dynamic technology platform and excellent bouquet of channels, built around compelling and premium movie and sports channels has resulted in the company building a significant television business across South Africa, broadcasting more than 80 video, over 40 audio and 28 radio channels, and more than six interactive channels, 24 hours a day on its DStv platform.
MultiChoice also owns M-Net/SuperSport which deliver premium thematic channels and exclusive content to the growing number of subscribers.
MultiChoice's newest company, DStv Mobile, is currently investigating and trialling technologies that will play a significant role in the transmission of the 2010 World Cup, namely Digital Video Broadcast - Handheld, a mobile broadcast technology that allows for the digital terrestrial broadcast of live television channels to a mobile phone.
MultiChoice is one of the outstanding examples of a pioneering South African company, owned by Naspers, an international player providing entertainment, technology and e-commerce services.
MultiChoice's involvement in South Africa goes beyond its core business. Through its corporate social investment, the company actively participates in social transformation and through technology, enables individuals and communities to help themselves, ultimately leading to growth of the economy of the country. http://www.multichoice.co.za
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