Cloud Call Center Featured Article

April 24, 2012

O-Tel Telecoms Launches Centrex, the Next Generation of Cloud Call Centers

Cloud Call Center Resource Contributor

O-Tel Telecoms recently announced the release of the next generation of Cloud Call Centers called Centrex.  O-Tel Telecoms is a global provider of Infrastructure-as-a-Service and is based in South Africa.

Now, call centers across South Africa will be provided O-Tel’s extensive range of inbound and outbound call center solution in the cloud through its Channel Partners. A growing number of businesses are in the need of advanced and affordable Call Center Technology solutions which promise growth while bringing in a reduction in their CAPEX costs.

In a release, Thyson Makitla, O-Tel Telecoms head of Projects and Development, said that, “We’ve worked for months with our American partners to ensure O-Tel keeps its promise on delivering a Carrier Grade Cloud Call Center Service labelled as Centrex. Call Center Agents can now work from anywhere, including their home. The administrator simply creates his campaign, uploads his call list to the CRM, and the agent’s login to the Unified Communication tool which includes a predictive dialler and updates the CRM whilst speaking to the client.”

With Centrex, a call center can be set up in a matter of minutes as the agents just need to be fitted with headsets and a secured web connection.  Predictive Dialling can increase a call center’s productivity by 70 percent simply because the system restricts procrastination on the part of the agent. Faster CRM input and reporting are equally important as they display accurate results. All of these functionalities are provide by Centrex.

Mohammad Patel, CEO of O-Tel Telecoms, said that, “Centrex has been tested by various channel partners nationwide, and the response was absolutely magnificent. It is by far the most complete Call Center Service in South Africa. The service we offer includes full hosting, support assistance and is affordable, scalable, and flexible. With a carrier grade backbone, we’re confident that the recommended retail price of R395 per seat is a huge cost saving for any Call Center, whether startup or fully operational.”

Centrex can seamlessly integrate with any CRM solution such as, Sugar CRM as well as other leading CRM services. Furthermore, Centrex has been designed to be compatible with the new NGN Last Mile Connection from O-Tel.

Edited by Jennifer Russell

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