Johannesburg, 12 Sep 2007
Intelleca, South Africa's fastest growing contact centre solutions and services provider, was named as the winner of the Telkom Technical Innovation Award at the Annual Gauteng BPO Awards, held recently.
These awards, now in their 10th year, recognise the leaders across the board in the contact centre industry in Gauteng, Africa's economic hub.
Intelleca won the award for its work in the field of contact centre on demand (CCoD), which it is successfully pioneering in South Africa, and for which it is widely acknowledged as the market leader.
Intelleca is the distributor in South Africa for CosmoCom, which debuted the concept of CCoD, in terms of which companies are able to implement and run a contact centre on a pay-per-use basis, rather than the traditional model, which requires major up-front cash investments in software, hardware and other infrastructure.
Intelleca went live earlier this year with its first CCoD at Telemed, one of South Africa's leading medical aid administrators. Telemed is able to run a full-featured contact centre at two geographically separate locations, with agents deployed across Pretoria and Germiston - without any contact centre equipment on site at either location.
"We are proud to be recognised in this manner by ContactinGauteng," says Mike Renzon, CEO of Intelleca. "We see CCoD as the future of the contact centre market in this country, as it is the only model that makes strategic and economic sense in South Africa.
"CCoD, delivered on a hosted basis via industry-standard IP networks, allows companies of any size to have their own contact centre - without the disruption that cost and implementation usually entail."
In taking CCoD to market, Intelleca had many challenges. It had to:
* Educate the market, in effect sowing it for future success;
* Introduce a new technology and a new provisioning model;
* Invest in a technology foundation so as to deliver the actual solution; and
* Find, sell to and implement at a pioneering client, which would understand the long-term value and commit a critical business process to it - Telemed was that client, and the choice of CosmoCom's CCoD has dovetailed perfectly with the company's business strategy.
"We have found that going this route can cost a quarter of the typical contact centre investment," adds Renzon. "And customers have the added benefits of being able to install additional modules, to grow their business without any scalability barriers, with full failover to a second site, and still without any capital investment. All expenses can be taken off balance sheet, and budgeted for on a predictable, monthly, pay-per-use basis."
While the technology and its implementation were ground-breaking, Intelleca applied classic methodologies to the Telemed project, from ITIL best practices to an internal project management office.
In addition, Intelleca was the Platinum sponsor of the annual Gauteng BPO awards.
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