This initiative is hosted by the Telecommunications Division of the ITA and is the result of this division`s wish to expand the reach of their division to include the core components of Relationship Management, from both a hardware and software perspective.
It is envisaged that the meeting would include suppliers, current and prospective users of the technology in order to form a comprehensive representation of this sector in the market. Much work is done to clarify single aspects of the total solution e.g. Call Centres, PABX Systems, IVR systems, Database Management Systems, Voice Loggers, e-commerce etc. however there is currently not a body which addresses the issues of the total solution, making it all stick together, from front end to back office.
Says Chairman of the Telecommunications Division Glen Ramsay, whereas the tools at the front end will always be part of the entire solution, we have to take cognisance of the fact that they form the core switching platform of Call Centers and Relationship Management. Our hardware is merely the vehicle to deliver the information which is used to effectively run a business. It is further critical that our hardware is able to interface with the wide variety of software solutions which are used today in the Call Center and Customer Relationship Management arena.
Our group needs to be instrumental in educating the market about the various components that comprise Relationship Management. It is also important that a standard is defined which is made available to the end user to assist them in knowing the correct questions to ask when considering the implementation of a CRM or Call Center Solution. They need to understand how their telephone system would fit, where IVR fits, how his legacy systems will interface with the CRM software, and whether it would be easy to link his e-commerce drive into the whole solution.
We want to form an information bureau where suppliers and users can come together to set guidelines and expectations for delivery from front-end beginning with the telephone system to back-end incorporating e-commerce.
We should be in a position to recommend unbiased consultants who are competent to offer the following services:
Detailed Solution Design
Solution Implementation
Performance Monitoring
System Optimisation
Expansion Planning
The meeting on 24 July 2000 will include both existing ITA members and non-members who have an interest in telecommunications, call centres and CRM. The object is to define the aim and structure of the new division. The venue is the ITA Building, 355 Pretoria Avenue, Ferndale, Randburg and will commence at 15h00.
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