A Nortel PABX has been deployed as part of the implementation of Kodak SA's first call centre solution in Johannesburg.

"As a Nortel partner, we were able to capitalise on products and services by leveraging Nortel's track record of delivering carrier grade solutions to service providers. Kodak SA was looking for a provider that could offer a world-class call centre solution and ensure high service levels.

Our 20-year track record of service delivery in the contact centre space, provided Kodak SA with the confidence to select ATIO as its preferred service provider," says André le Roux, MD of Atio's IBS division.

The solution includes a standard PABX implemented with a 15-seat call centre solution. The call centre is scalable and can include additional seats, VoIP capabilities and further regional call centre operations.

"This is a scalable solution that can grow with Kodak SA's call centre and technology requirements," says Le Roux.
 
Kodak SA's key call centre requirement was for voice recording facilities to enhance the quality of their customer service.

The solution provides Kodak SA with a learning tool for monitoring the quality and duration of agent calls. It builds capacity among agents and supports first call resolution with customers thereby enhancing workflow.

"Nortel has an ever-green philosophy to telephony infrastructure development that complements Atio's approach of enabling technology to grow with a business.

At Kodak SA we have an ongoing support role geared at maintaining the call centre, providing after-sales service, and consulting on growing their infrastructure in pace with Kodak SA's business requirements," Le Roux concludes.