Catalytic has launched a Cisco-powered, AI-based contact centre solution for local firms needing to connect their distributed staff with customers.
ICASA’s most recent State of the ICT Sector report reveals a South Africa with limited fixed broadband access and growing mobile connections, suggesting an increasingly distributed workforce.
South Africans’ preference for remote working continues and Catalytic’s investment in rolling-out Cisco Webex Contact Center to the country’s SMEs, in particular, reflects the evolution of call centres from voice-based, physical rooms to Cloud-based, virtual spaces that integrate email, chat, social and voice.
The success of remote working in South Africa hinges on the Cloud and Cloud-based CRM solutions, specifically, that allow for distributed workforces to connect with distributed customers.
“While voice is in our DNA, contact centres have not been a core focus for Catalytic while they remained physical places and only really suited to large enterprises. Now, the market has shifted towards Cloud-based systems. These are ideal for SME deployment and for the current distributed working environment,” explained Jaco Voigt, CEO of Catalytic.
Call centres have historically been the preserve of large enterprises. Cisco Webex Contact Centre uses powerful AI technology to prioritise the strong human element that runs through smaller firms.
“We see an opportunity to take this technology and democratise it by specifically focusing on SME deployments, in particular,” added Voigt.
The result is that companies of any size can now enjoy an office that never sleeps with a 24/7 virtual receptionist, automatic omnichannel routing of calls, emails and social media interactions, and AI-driven analytics that enable smaller teams to deliver faster, more personalised service.
Real-time transcription within the software’s Agent Desktop provides live, actionable insights to enhance customer interactions, reduce misunderstandings and facilitate agent focus.
“Not only do customers want to be better understood, employees, too, want a better experience regardless of where they’re connecting from. Connections must be secure, offer all the required tools, and they must be so seamless as to ensure the ‘zero distance’ goal,” explains Voigt.