Interactive voice technology has made a dramatic impact on competitive standards in customer care worldwide. The development of this technology has brought about enhanced business processes, higher customer expectations and increased revenue for companies taking advantage of the new possibilities. While ever advancing and ground-breaking internationally, IVR is growing in Tanzania. Companies with the vision to exploit the available resources in the business environment and take on leading forces worldwide are now looking to self-help systems and improved customer care. What is currently a source of increased competitive advantage is soon to become a life-wire necessity for the successful company, desiring to meet the demands of the era. The key is to maintain the edge and be on the summit of the latest developments.
ICMA Ltd is a forerunner in the field of interactive voice, providing business systems in over 10 countries spanning, literally, Cape to Cairo. Based in Dar es Salaam, ICMA focuses primarily on applications for Mid-Africa, to assist its counterpart, C.a.T.S, in South Africa. While boasting an expert development team and business analysts, ICMA is also recognised for providing exceptional support and building lasting relationships.
On Thursday, 22 May 2008 ICMA hosted a breakfast seminar at the Kempinski Hotel Kilimajaro to entertain some of its valued clients with information and refreshments. Being one of Dar es Salaam's finest venues, the Kempinski offered elegance and style in appearance and a delicious menu to grace the occasion. Speakers at the event included Mr. Jean-Paul Muka, sales and project manager of ICMA, Mr John Wood, MD of C3 in the United Kingdom and Mr. Johan Grobler, MD and founder of C.a.T.S and ICMA. The attendance was exceptional - to the extent that the professionalism of the hotel staff was well appreciated in the last minute accommodation of additional delegates.
Attendees included directors of some of the major entities in the communications, media and banking industries and the feedback was exceedingly positive.
One of the themes discussed during the morning was self-help voice services to improve customer care by Johan Grobler. John Wood, the MD of C3 based in Cambridge UK, said "The Tanzanian market is now ready for value added telephony services". Jean-Paul Muka emphasised the long-term relationships and good corporate governance.
Johan referred to several African case studies where self-help has improved customer services. Some of these examples included pre-paid roaming, balance enquiry, customer satisfaction surveys, and order entry via interactive voice response. He also discussed several ROI (return on investment) case studies.
Mr. Grobler said, "It was our intention to offer our clients an opportunity to benefit from informative observations and case-studies, while networking in a comfortable environment." According to Mr. Altaf
Fazal, MD of Altech and master of ceremonies, this is exactly what was achieved. The event proved to have been most successful and a rewarding experience to all.
The appreciation for innovative technology distinguishes tomorrow's leaders from their contemporaries. That is what makes an event like this so valuable. "It was mutually beneficial - a good investment, both for us and for our clients," said Mr Muka, "We will definitely do it again!"
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