Three years ago, Van De Venter Mojapelo (VVM), a large debt collection company, implemented a 40-seat ActivCTI inbound call centre. Based on the functionality and features the ActivCTI system offers, VVM has recently upgraded to a 140-seat inbound/outbound call centre with full IVR, ACD, CTI, preview dialler and voice recording of all calls, and today handles in excess of 15 000 calls per day.
"We initially took a risk with ActivCTI," says Karin van de Venter, CEO of VVM, "going with Autrix Integration, which at that stage was a relatively new and unknown company. However, the product offered was so exciting and fresh that there was really little choice. This risk has paid off, as ActivCTI has proven to be a cost-effective and robust solution that supplies us with all the functionality of larger call centre solutions at a fraction of the costs.
"Furthermore, being a locally developed product, the technology has the flexibility to be customised to our business, not our business to the technology. Autrix has fully integrated ActivCTI into our desktop application, thereby drastically increasing our agent productivity and eliminating manual dial processes. The ActivCTI ACD allows us to better manage our staff and their productivity, which has a direct impact on our business. The recently added voice-recording feature has also assisted us in evaluating our agents to improve the quality of our calls, thereby assisting us in improving the overall quality of our debt collection process."
"ActivCTI, developed by Autrix Integration, is a uniquely South African developed call centre solution focused specifically at the SME market. It provides SMEs with all the features and functionality of internationally branded products at local prices. Some of the features available on ActivCTI are full interactive voice response (IVR), automatic call distribution (ACD), computer telephony integration (CTI), preview dialler and voice recording on one platform. Literally a call centre-in-a-box," says James Guthrie, MD of Autrix Integration.
"The platform is designed to be utilised on existing infrastructure thereby minimising the costs to implement a full call centre."
The system supplies valuable real-time and historical statistics to allow call centre managers to fully manage call centre agents and identify peak periods, thereby allowing them to ensure they adhere to their SLAs and maximise service.
The system supplies the manager with advanced customised reports, 65 standard reports for all groups, inbound, outbound calls, queuing times, abandoned calls and many more, including call by call analysis of agent events. The reporting database can also be opened should customers wish to create their own reports with third-party applications.
To date, ActivCTI has been installed in nine call centres in Johannesburg, Pretoria and Cape Town, with several more installations in the pipeline. The ActivCTI call centres range from debt collection, IT help-desks, medical aids, online casinos, customer service and marketing.
Autrix Integration was recognised as a Top Technology 100 company in 2003 by Business Day.
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