Wanatel Africa is offering small, medium-sized and large call centres a monitoring solution. Its full range of inbound and outbound call centres in the cloud comes with a highly scalable monitoring and reporting solution.
Wanatel Africa's head of Projects and Development for the Call Centre, Walter Madzonga, commented in excitement about the launch: "We've worked for months with our European partners to ensure Wanatel keeps its promise on delivering a carrier-grade call centre service, labelled as Cloud PBX."
Cloud PBX allows a call centre to be easily established. All agents require is a computer, headsets and a Web connection.
"Call centre agents can now work from anywhere, including their homes. They can be in South Africa or overseas, making it a really flexible product. The administrator simply creates his campaign, and customises his queue, his BPM, and his dashboard with the criteria he wants to follow up."
Wanatel just finished the migration of an international inbound call centre, which had a hosted PBX and management system, in the US - it has a number of toll-free numbers: The US, Canada, Brazil, the UK, Ireland, Australia, New Zealand and South Africa. All of the different queues ring at the support centre in Cape Town.
It now has agents in Brazil and in South Africa, so it needed a centralised solution to manage its different TFN and to be able to monitor all its agents remotely, and increase productivity.
Wanatel simply migrated all its TFN and installed its monitoring solution on a Cloud PBX.
Results:
* Bill went from R100 000 to R50 000 per month based simply on the infrastructure
* A more advanced solution with full recording and live monitoring listening of the agents
* A more advanced reporting tool
Joshua (Call Centre Manager): "The migration has been really stressful as we are a 24/7 call centre, so we cannot afford to be down even for a few minutes. However, I have to say the migration and the support we received has been outstanding. No downtime, a migration 100% completed, and now we have a new monitoring system, which is doing even more than expected. I can even listen to my agents live."
The Wanatel Cloud PBX solution is ready to be rolled out countrywide, with the hope of improving call centre productivity.
Share
Editorial contacts