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African Company Provides Customized Solutions for Inbound Call Centers

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October 15, 2012

African Company Provides Customized Solutions for Inbound Call Centers

By Rich Steeves, TMCnet Web Editor

These days, the business world is a small one, and companies in all industries must think globally. One region of the world that is often overlooked is the continent of Africa. So, while many companies are focused on Asia or the Pacific region, companies in Africa are developing a variety of outbound and inbound call center solutions to meet the needs of businesses on that continent.

One company that has been working to develop a wide range of cloud-based outbound and inbound call centers is Wanatel Africa. The company offers monitoring and reporting solutions that are highly scalable.

"We've worked for months with our European partners to ensure Wanatel keeps its promise on delivering a carrier-grade call center service, labeled as Cloud PBX (News - Alert),” said Walter Madzonga, head of projects and developments at Wanatel. Madzonga highlighted the way the cloud has made it easy for companies to deploy outbound and inbound call centers. "Call center agents can now work from anywhere, including their homes. They can be in South Africa or overseas, making it a really flexible product. The administrator simply creates his campaign, and customizes his queue, his BPM, and his dashboard with the criteria he wants to follow up."

The African company has recently helped a U.S.-based international inbound call center expand to include agents in Brazil and South Africa, using a centralized solution to monitor agents remotely, helping increase productivity. This resulted in a $5,000 to $10,000 monthly savings in infrastructure due to live agent monitoring and advanced reporting.

The manager of the call center in question stated, "The migration has been really stressful as we are a 24/7 call center, so we cannot afford to be down even for a few minutes. However, I have to say the migration and the support we received has been outstanding. No downtime, a migration 100 percent completed, and now we have a new monitoring system, which is doing even more than expected. I can even listen to my agents live."

Edited by Rachel Ramsey

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