InterAct Global Call Centre Solutions has changed their name to NeuralAct and moved into the US market with their leading call centre software, AgentCARE. The South African call centre technology company is developing a global business by addressing a under-served niche in the fast-growing call centre industry.
The NeuralAct product suite, AgentCARE is focusing on two crucial elements a call centre requires to be successful. Firstly is the management of the human resources aspect of call centres - an element which is invaluable to the success of call centres but is most often not adequately addressed. Secondly is Workforce Management - NeuralAct is concentrating on developing leading edge software for predictive data cycles based on artificial intelligence (AI), saving call centres money and increasing their service levels. The product combines powerful business application, integrated telephony, workforce management and staff management software.
"There is increasing recognition that call centres are business drivers and not just nice-to-have customer service add-ons," says LLoyd Rabie, NeuralAct Managing Director. "They provide a single point of entry into an organisation and in financial terms make more sense than operating a large chain of branches to service customers who could just as easily be dealt with through a call centre."
Rabie says a particularly exciting feature of NeuralAct`s global expansion plans are that the technology is totally South African. "More often than not the technology used by South African companies is imported, which presents a challenge in terms of maintaining and servicing the product. With the NeuralAct software, not only are we providing an exportable product, but South African users have the support here and the skills are being retained in this country."
The company recently opened its first branch in Washington DC and is already scouting further locations. Much of the international roll-out will be conducted in conjunction with carefully selected strategic alliances with international vendors. "Our next big step is listing on NASDAQ", says LLoyd Rabie
The company already has recognition and partial accreditation by one of the global leaders in call centre technology, giving international acceptance of this South African product.
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