Vodacom Business, modular call centre software provider Presence Technology and call centre service provider Inovo have developed a hosted call centre product suite that will reside in the Vodacom Business Data Centre.
Ermano Quartero, managing executive of Vodacom Business, says: “IT operations are a crucial aspect of any company’s operations. One of the main concerns is business continuity; companies rely on their information systems to run their operations. If a system becomes unavailable, company operations may be impaired or stopped completely.
"Our hosted call centre product suite ensures that a company can continue to run without having to worry about their IT infrastructure and call centre operations.”
The new offering comprises a centrally-hosted call centre platform in the Vodacom Business Data Centre as an on-demand, Opex-based, modular call centre solution. The Presence Suite includes various modules including inbound, outbound, recording, scripting, messaging, reporting, IVR and intelligent routing.
Quartero says that, according to research, the number of contact centre agent seats in South Africa will grow by 74% over the next five years. Currently, 90% of call centres deployed in South Africa are below 250 seats, of which a large majority would consider hosted call centre solutions.
Quartero emphasises that the cost of setting up and running its own call centre infrastructure is prohibitive for many companies.