Deployed last year, the solution has not encountered major challenges, said Albertus Aochamub, General Manager of Corporate Affairs for MTC.
“We decided to replace our existing call centre solution with a more robust, multi-media VOIP solution in order to meet our customers’ current and future needs”, commented Aochamub.
Interactive Intelligence’s CIC is designed to integrate phone calls, web chats, faxes and e-mail into a single VOIP contact centre application, suitable for improved communication channels and increased accessibility of business users. Furthermore, the integrated VoIP solution saves companies significant overhead costs.
“The total hardware costs are lower because there is no need for hardware ports used in traditional telephony hardware solutions. The servers are also smaller because there is no need for hardware cards or slots”, added Aochamub.
Based in Namibia, MTC serves a client base of approximately 1.3 million active users. With Interactive Intelligence’s VoIP solution, the Namibian company is giving these clients better quality call routing and handling.
According to Aochamub, MTC will use CIC’s reporting tools on system performance, including team and individual performance assessments.
“We have already started incorporating some extra services to our call centre, like CIC’s Interaction Feedback module, and will continue to modify the solution as needs change”, concluded the MTC executive.
Interactive Intelligence is a global provider of unified business communications solutions for contact centre automation, enterprise IP telephony, and business process automation. The company was founded in 1994 and has more than 3,500 customers worldwide.