Specialist call centre and communications company, Inter-Active Technologies, has bucked the industry's national trend by expanding across provincial borders during the economic downturn.
The Johannesburg-based company has proved that it's a powerful force in the industry after recently expanding its reach to the Cape Town market, an area where many call centres have failed in recent months after being unable to keep up with large international rivals.
Inter-Active Technologies has done exactly the opposite and is thriving in the industry. Executive chairman Brendan van Staaden says the Western Cape has traditionally been a strong market for the hosting of international business process outsourcing (BPO), and that expansion into the area would put the company in a good position to offer services to the international market.
“Our expansion into Cape Town sends a clear message that we are alive, well and growing, despite adverse market conditions. We are looking at growing the company's international BPO presence and to promote new multimedia communication channels, such as Web self-service, e-mail response management and knowledge management. Our eGain suite is perfectly positioned to serve many of the large call centres in the Cape and we are, therefore, able to tap into the provision of products and services for the greater industry in the Cape, as opposed to just being a BPO player ourselves. A multidimensional approach for us is key to our success,” he explains.
Initially established in 1999 to provide specialised call centre services to the industry, Inter-Active Technologies expanded to provide best-of-breed technology with excellence in implementation and support to the South African market. The company has evolved to establish overflow call centres for blue chip partners, and today Inter-Active Technologies is an acknowledged leader in the delivery of customer contact centre innovation and customer service.
When asked if there were any more expansion plans for Inter-Active Technologies in 2010, Van Staaden joked: “Watch this space!”
Notes to the editor
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