Since it`s inception last year, the National Y2K Decision Support Centre, government`s mechanism to deal with Y2k queries from the public, has been swamped with hundreds of queries regarding the "millennium bug".
With few staff and minimal resources, the centre had to look to technology in order to cope with a multitude of information requests via voice mail, fax mail and electronic mail - particularly as the millennium approached.
Fortunately help was close at hand in the form of a unified messaging solution from Buwa Computer Telephony, one of the official sponsors of the National Y2K Decision Support Centre and specialists in bridging technologies between Computer Telephony, Customer Relationship Management (CRM) and Customer Interaction Software (CIS).
According to Buwa`s general manager, Fairoz Jaffer, the National Y2K Decision Support Centre is a small organisation with huge responsibility. "Buwa understood the responsibility of the Centre and felt that we could play a role by providing reliable technology, tested processes and best-of-breed solutions.
Feriel Pietersen, spokesperson for the Centre, says public response for Y2K information escalated enormously over the past few months and it was critical for the Centre to install a unified messaging system with a helpdesk that would enable them to deal with the ever-increasing number of information requests.
"Buwa were able to provide us with a cost-effective, industry leading business solution. The helpdesk solution, CallXpress, helps manage incoming calls, monitor statistics and provide quick response through electronic faxing from the desktop with RightFAX. Furthermore, calls that cannot be answered in peak times are recorded and returned by consultants during off-peak periods," she says.
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