JSE-listed Ixchange has relaunched its CTI division as InterAxion, a division specialising in voice solutions for customer interaction management in small- to medium-sized enterprises.
According to the division`s General Manager, Ian Goss-Ross, the division`s products are all integrated with Ixchange`s GoldMine ranges, and will also be sold independently as the division creates a new brand for itself.
"A recent survey from Bell Laboratories shows that companies have only 18 seconds to make a good impression on customers. Considering that a 1% increase in customer retention can lead to a 25% increase in profits, these 18 seconds can be vital to companies. InterAxion provides the tools necessary to enable companies to make the most of each call," says Goss-Ross.
"The division will start with three core products in its stable. Each of the products runs on the Windows platform and existing analogue or digital PABXs; is simple to install and configure; and provides a return on investment in a relatively short period."
The InterAxion Voice Logger enables call centres to record two-way conversations with ease using Windows NT and industry standard PC-based equipment.
InterAxion Call Sequencer is a software-based call distribution application that automatically receives and distributes calls to specific agents. The application informs users of their place in the queue and also provides agents with the status of all queues. Alarms can be raised with supervisors when certain conditions are not met and it also provides full reporting, showing the statistics of all calls in a given period.
InterAxion AxionPhone is a soft-phone application which automates telephone functions and integrates the information on the call centre operator`s screen. It allows them to dial any number from a database by simply clicking on a button. When a call is received it can use the Calling Line ID to activate the record of the caller automatically on the agent`s screen.
Goss-Ross says that InterAxion`s front-office products provide customers with additional integration benefits in that they can fit into most PABXs and switches without requiring customers to acquire new hardware or software. "This independence allows InterAxion to offer any customer needing front-office CTI products a solution they can integrate with their current infrastructure."
InterAxion sells and supports its products directly and via VARs. Goss-Ross plans to expand the value-added reseller channel.
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InterAxion
InterAxion is the telephony division of JSE-listed Ixchange dedicated to designing and marketing its own brands of CTI (computer telephony integration) products designed to fit cost-effectively into small- to medium-sized call centre environments and enable seamless telephony integration with all helpdesk and CRM solutions.
The two main NT-based products InterAxion promotes are the InterAxion Voice Logger, which enables companies to log and record all calls; and the InterAxion Call Sequencer, a software-based call distribution application that automatically receives and distributes calls to specific agents from companies` existing PABX/LAN environments.
Ixchange
Ixchange is a South African listed company focused on leading the international mid-range customer relationship management (CRM) and supply chain optimisation software markets. The company has entrenched its leadership position in the front-office with its HEAT, GoldMine and InterAxion products, while its ABILITY suite of applications has emerged in South Africa as the market-leading back-office suite for medium sized implementations in the services, distribution and retail sectors.
Ixchange is focused on the international market with offices in Swindon (UK), Colorado Springs (US), Los Angeles (US), Sydney (Australia), Johannesburg, Cape Town and Durban.