Intelleca has implemented the CosmoCall Universe platform at Telkom to power Telkom's new hosted contact centre on-demand service offering.
Intelleca partnered with Unisys Africa and CosmoCom to deliver the new offering. The CosmoCom platform enables Telkom to offer dedicated or shared hosted contact centre services to enterprises of every size.
According to researcher Frost & Sullivan, the number of contact centre agent seats in South Africa will grow 74% over the next five years.
Until now, Telkom has offered traditional premise-based contact centres. The multi-tenant CosmoCall Universe platform now enables Telkom to offer hosted contact centre solutions as a flexible and cost-effective on-demand service. This allows customers to quickly adjust their contact centre resource levels as demand increases or decreases, while paying only for the services they actually use.
In addition to a robust market of both local and multi-national companies, South Africa is also well positioned to serve the European market.
"Telkom's hosted IP contact centre offering (HIPCC) is a service provider managed solution for completing calls and monitoring and managing contact centre activity without the need for costly equipment on a customer's premises," says Godfrey Ntoele, group executive, national sales and marketing operations at Telkom.
"Instead of customer premise equipment, Telkom hosts the contact centre management system and applications within its network and extends this capability to a customer virtually, over a broadband connection."
"The HIPCC product suite will differentiate Telkom by adding unique value in the growing South African contact centre market, while extending its portfolio of next-generation multimedia services in a converged environment."
The new contact centre system is expected to quickly expand into thousands of agents.The local project team members have extensive experience and history of working with Telkom.
Unisys Africa will provide project management, network and systems integration, and Intelleca will provide contact centre deployment services. CosmoCom will provide the contact centre platform software, licences and ongoing software support and maintenance.
"Hosted IP contact centres represents a revolution in the provisioning of contact centre technology. The dream of a virtualised, multimedia, functional-rich, high-capacity, telco-grade, on-demand contact centre technology solution has finally arrived," says Michael Renzon, MD of Intelleca.
"Intelleca's extensive experience with the CosmoCall Universe platform complements our expertise in system integration within Telkom's communications and network infrastructure, making this an optimal project team," adds Gerald Naidoo, global industries executive at Unisys Africa.
"CosmoCom is very pleased to be part of this strong team for a customer of Telkom's stature," says Ari Sonesh, CEO of CosmoCom. "Our CosmoCall Universe platform will facilitate growth for Telkom in its new hosted contact centre on-demand services, and will provide enterprises and outsource customers with the latest in advanced contact centre features and capabilities."