Call centre spotlight on Connection Telecom

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Stephen Davies and Rob Lith shared this vision and Connection Telecom Pty Ltd was formed in 2004 to address this space in call centre solution offerings. Part of their initial offerings to the call centre industry was the Asterisk application targeting VOIP, better known as Internet telephony.
“The IP PBX started off quickly” said Rob in a recent interview “and we found that the Asterisk application built-in call centre technologies were just what were needed in call centres, such as an outbound predictive dialler”
Another powerful tool was employed; Queuemetrics which is a reporting tool for call centres. Now it was possible for call centres to deliver on SLA’s using technologies such call recordings plus measuring inbound and outbound calls.  According to Rob wallboards is now getting more sophisticated with integration into the actual database.
Towards 2009 when broadband was coming to age, the PBX could now be installed in the cloud which meant that call centre services was available out of the cloud offering the customer more flexibility. It didn’t matter anymore where the agents were but even more important the call centre didn’t need equipment or highly skilled technicians on site. Starting or testing a new campaign was easy in that the service could be tested and designed first without investing in any additional hardware or software.
“The total TCO is more effective” Rob stressed “cloud services are more flexible, not restrictive to licensing which is costly; it is basically one price for all features, with the added advantage of the ability to do on demand call centre solutions”
It is the general feeling that the bandwidth is coming of age in South Africa. Even though there are still the VOIP sceptics the problem in the past was bandwidth constraints and the high cost. But today we have options, from choosing any of the international providers to managed or unmanaged services. But the technical aspects of setting up a cloud services is no concern to a call centre especially with a partner such as Connection Telecom Pty Ltd. What is important is that a call centre can now enjoy the advantage of rapid deployment as it was in the case of Take a lot and Old Mutual.
Connection Telelcom boasts with many years’ experience in cloud call centre solutions and has grown from 3 people sharing a vision in 2004 to 32 people today offering astounding services and support changing the call centre operations, management and measurement of today!
“Our mission” Rob concluded “is to be the disruptive element – disruptive by advising call centres managers not to be locked in, in the typical vendor solutions call centres grew accustomed too. There are alternatives, less costly that can be deployed rapidly focussing only on the need. There are cloud call centre solutions and Connection Telecom are the experts in providing these”

Article source - Contact Centre Hub 

A true on demand call centre solution...?

Stephen Davies and Rob Lith shared this vision, and Connection Telecom Pty Ltd was formed in 2004 to address this space in call centre solution offerings. Part of their initial offerings to the call centre industry, was the Asterisk application targeting VoIP - better known as Internet telephony.

“The IP PBX started off quickly”, said Rob in a recent interview, “and we found that the Asterisk application built-in call centre technologies were just what were needed in call centres, such as an outbound predictive dialler”.

Another powerful tool was employed: Queuemetrics, which is a reporting tool for call centres. Now it was possible for call centres to deliver on SLAs using technologies such as call recordings, plus measuring inbound and outbound calls. According to Rob, wallboards is now getting more sophisticated with integration into the actual database.

Towards 2009, when broadband was coming to age, the PBX could now be installed in the cloud, which meant that call centre services were available out of the cloud - offering the customer more flexibility. It didn’t matter anymore where the agents were, but even more important the call centre didn’t need equipment or highly skilled technicians on site. Starting or testing a new campaign was easy, in that the service could be tested and designed first without investing in any additional hardware or software.

“The total TCO is more effective”, Rob stressed, “cloud services are more flexible; not restrictive to licensing which is costly; it is basically one price for all features, with the added advantage of the ability to do on demand call centre solutions”.

It is the general feeling that the bandwidth is coming of age in South Africa. Even though there are still the VoIP sceptics, the problem in the past was bandwidth constraints and the high cost. But today we have options, from choosing any of the international providers to managed or unmanaged services. But the technical aspects of setting up cloud services is no concern to a call centre, especially with a partner such as Connection Telecom Pty Ltd. What is important is that a call centre can now enjoy the advantage of rapid deployment, as it was in the case of TakeAlot and Old Mutual.

Connection Telelcom boasts with many years of experience in cloud call centre solutions, and has grown from three people sharing a vision in 2004, to 32 people today - offering astounding services and support. Changing the call centre operations, management and measurement of today!

“Our mission”, Rob concluded, “is to be the disruptive element. Disruptive by advising call centre managers not to be locked into the typical vendor solutions that call centres grew accustomed to. There are alternatives (less costly) that can be deployed rapidly, focussing only on the need. There are cloud call centre solutions and Connection Telecom are the experts in providing these”.

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