Brandhouse, among the fastest growing alcoholic beverage companies in South Africa, has replaced its call centre with the newest in contact centre technology.
Substantial growth experienced over the past two years and the desire to build partnerships with its customers, led brandhouse to the realisation that the current system no longer met business needs.
Following six months of research and product evaluation from various suppliers, brandhouse settled on a Customer Interaction Centre (CIC) solution, custom-designed by Atio Corporation, an Interactive Intelligence platinum partner and leaders in contact centre technology.
According to Sipho Masinga, business support services manager for brandhouse: “It was important to partner with a vendor who had the right skills and the right technology – we really needed the correct partnership in terms of flexible and affordable Service Level Agreements.”
Masinga believes that Atio’s solution and support expertise would ensure a successful implementation, technical support, integration, customisation and operation of the call centre.
Andre le Roux, MD of the ICS division at Atio Corporation says: “The consolidated platform includes powerful interaction management capabilities for telephone calls, faxes, E-mail messages, Internet text chats and Web call-back requests.
“Sophisticated technology, such as the ground-breaking workforce management tool, advanced automatic dialling, multimedia resource load balancing and on-screen recording capabilities offered by CIC 2.4 will enable brandhouse and Atio to achieve their business goals.”
Transparency into reporting, multimedia queuing, reliable data outputs and the ability to leverage the system as a sales tool are other benefits.
The speed at which activities can be executed has made a tremendous difference to both agent and back-office productivity.
Wayne Carolus, an agent in the contact centre, says: “We work in a time-limited environment. Now we can view information on hand and the new system allows us to do things faster. The outbound dialler is fantastic because we don’t have to work with spreadsheets anymore. We care about our service levels and now we can see our realtime statistics on our PC screens.”