A new company in the BSW Group - BSW Business Solutions - has been launched. BSW Business Solutions is a premier provider of customer contact solutions to the corporate market. These consist of call centres, electronic commerce systems as well as Internet, software integration and corporate telecommunications solutions that encompass technologies such as automatic call distributors (ACD), predictive diallers, automated agents, video and audio tele-conferencing. Business Solution also provides in-depth training programmes for these offerings - targeted at agent and user communities - along with a range of outsourcing services. At the launch of the company in Johannesburg, BSW Business Solutions director Karl Campbell said that maintaining or increasing market share often depends on a company`s ability to deliver relevant information to important recipients in a timeous, efficient and cost effective manner. "Many organisations in South Africa, particularly those operating in the burgeoning services industry, are realising the importance of information as a vital company asset and a core economic enabler of the next century," he said. "There are many ways that information can be used, manipulated and delivered, and new technologies are constantly emerging that can offer substantially improved cost-to-benefit characteristics." He said that the overlay of computer processing capability on telephony functions makes it possible for companies to install business solutions that streamline many common business practices such as information fulfilment and other commercial interactivity. "When customer service is improved, sales people are more effective and employees are more productive," he stressed. "The organisation that spends more time developing the important relationships with its markets - rather than performing repetitive administrative tasks - is the one that will eventually enhance its long term value in the eyes of the customer." Focusing on emerging corporate Internet technologies, Campbell said the World Wide Web is becoming a major external and internal (via intranets and extranets) information avenue. "Business Solutions will work with companies to explore new ways of increasing the effectiveness of Web based communications and to optimise the role of the Internet within the corporate infrastructure," he added. "The Web will become truly effective when it is firmly tied into telephone call centres, help desks and relational databases."
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