National Data Systems (NDS) a member of the JSE-listed Fintech group of companies, has been contracted by NCR Kuwait to implement Cincom`s Encompass as part of a call centre solution. NDS is the sole distributor of the Encompass suite in South Africa.
The call centre installation was part of a major project to implement the total infrastructure for Wataniya Telecom and included installing the whole mobile phone network (some 272 base stations), IT network, all the support systems, etc. to the value of around $80Million. Wataniya Telecom is a new mobile phone network operator in Kuwait and was established as part of the strategy to deregulate the local telephone industry in Kuwait,
Encompass, a comprehensive application suite designed to help companies achieve their Customer Relationship Management objectives through their call centers, had to first be integrated with BSCS. BSCS is a system for managing mobile phone contracts and billing for phone usage and is the most widely used system of its kind in the world with some 140 sites, including Lesotho and Namibia in Southern Africa.
The Siemens Hicom 300E series PBX/ACD also had to be integrated with Encompass. This was a first for NDS and Cincom. Also included in the installation was the first integration of the MediaSoft IVS IVR (Interactive Voice Response unit) with the Siemens Hicom 300E Series PBX/ACD and Encompass.
This installation was the first true sub-contracting project NDS has undertaken. Having been delivered in Kuwait, unique requirements such as support of the Arabic character set and three decimal digits for the local currency (the Kuwaiti Dinar), were required.
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