Philips Business Communications (PBC) has overhauled and replaced the telecommunications infrastructure of Coris Capital, formerly the Iscor Pension Fund, in a contract that is estimated to be worth more than R1 million.
According to Andre Momberg, support specialist for Coris Capital, the privatisation of the pension fund and the resultant expansion created the need for a modern, state-of-the-art telecommunications system.
"We went through a very stringent evaluation system and looked at five of the leading PABX brands. It became clear that for our needs, Philips offered a superior service both from a technology and service point of view. I am proud to say that Philips has taken our communication with clients beyond boundaries," said Momberg.
The system is underpinned by the iS3030 voice server, and has 200 extensions. One of the main features is the least cost call routing facility provided by PBC`s technology partner, Orion Telecom. This feature alone saves about 28% on cellphone call costs. It also comes with many other features including voice mail which enhances external and internal communication capabilities.
According to Estie van Coller, general manager employee benefit products for Coris Capital, one of the main requirements of the company was a world-class call centre.
"There are more than 46 000 members of this pension fund and it was extremely important that we had a call centre that could cope with the vast number of enquiries that we receive each day. I am pleased to say that the Philips CC460 has answered all our needs. At any given time our call centre operators are able to see exactly how many agents are logged in, what the average answer time of any given call has been, how many calls are still waiting in the queue and also how many calls were answered in any specific time. It also offers skills-based routing and reports," said Van Coller.
Van Coller added that a state-of-the-art CRM programme is fundamental to Coris Capital and the telecommunications system is its foundation. The PBC system, in conjunction with the voice logger from `Nice` has worked well and has enabled us to give a world-class customer relationship service, she said.
According to Irene Liebenberg, accounts manager at PBC, one of the main criteria in the installation of the Coris Capital system was to ensure that the company is able to migrate, in future, with the changing voice and data technology requirements.
"Special care has been taken with Coris Capital to ensure that the present open platforms can be developed and enhanced by future growth in technology without sacrificing the existing investment, and we look forward to further strengthening our partnership with this fine company," concluded Liebenberg.
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