Intelleca, South Africa's fastest growing call centre solution provider, has won the National Technical Innovation of the Year at the National BPO Awards, held in Durban.
This follows Intelleca's winning the Gauteng Technical Innovation of the Year Award for its contact centre on demand service. This award earned the company automatic qualification for the national awards.
"We won the award for the successful development and repeatable deployment of our contact centre on demand (CCoD) managed service which has been purpose-built for the South African contact centre market," says Grant Allan, business manager of Intelleca's Managed Services division.
"We entered into one of the most fiercely competitive award categories, 'Technical Innovation'. Winning the award is a vindication of the investment we and our clients have made in CCoD, and an illustration of the fact that innovation of services and solutions built for the local market is a sound strategy. Innovation to serve a local market need in an affordable, available, scalable and repeatable manner makes good business sense.
"CCoD is a disruptive technology and very much against the grain of traditional contact centre provisioning, so taking this new service into a very mature market, and winning the award at a national level is a tremendous achievement. We are able to provision full-feature, multimedia, integrated contact centre services to all size organisations. The solution is built on carrier grade multi-tenant, non-proprietary technology, and is delivered remotely as a managed service.
"Being an operational cost versus a capital cost, the solution is attractive from a financial perspective. In all, this is a turnkey facility offering all the comprehensive features of a premise-based solution, without the burden of a premise-based or capital purchase alternative."
An Intelleca reference site for CCoD, Telemed, runs one logical contact centre across two geographically separate sites, one in Centurion and one in Germiston. Neither site runs any contact centre equipment at all. Rather, all infrastructure is provisioned from Intelleca's hosting centre, and Telemed's agents access the technologies via leased telecommunication lines on standard PCs. Telemed views its CCoD contact centres as an enabler of a new business strategy centred on growth.
"This model makes the most sophisticated and powerful contact centre technology far more accessible and available at a low entry cost, without capital expense, or the other costs typically associated with similarly advanced multimedia contact centre solutions," says Allan.
"Companies can also run their contact centre from anywhere that suits them – geography is no longer an issue, and they only pay for what they use so this is a true and pure 'pay-per-use' model for comprehensive multimedia contact centre solutions. CCoD can help position South Africa as an offshoring venue for contact centre hosting. This combination is proving attractive to the market, with analysts viewing it as the obvious and logical way in which to provision call centres both now and in the future."
Intelleca will join the other national winners in competing on the European call centre circuit as a united team.