Communications and Cloud solutions provider Catalytic recently launched an AI-powered contact centre solution for SMEs needing to connect distributed staff with customers.
Catalytic’s sharper SME contact centre focus was unveiled at an event in Johannesburg attended by ICT industry leaders including representatives from Cisco, technology distributor Westcon-Comstor Sub-Saharan Africa, as well as Catalytic clients and partners.
Catalytic’s Cisco Webex ‘Contact Center Authorized Specialization’
validates the firm’s expertise to deploy and support Cisco’s Cloud-based CRM solutions which are ideal for SMEs.
“While voice is in our DNA, contact centres have not been a core focus for Catalytic while they remained physical places and only really suited to large enterprises. Now, the market has shifted towards Cloud-based systems. These are ideal for SME deployment and for the current distributed working environment,” explained Jaco Voigt, CEO of Catalytic.
South Africans’ preference for remote working continues and Cisco Webex Contact Center reflects the evolution of call centres from voice-based, physical rooms full of people to Cloud-based, virtual spaces that seamlessly integrate email, chat, social media, and voice.
“We see an opportunity to take this technology and democratise it by specifically focusing on SME deployments, in particular,” added Voigt.
With a passion to improve the personal connections between people, Catalytic is a vendor-neutral, solutions-focused ECS and ECNS licence holder serving over 4 000 voice and data business clients.
“Call centres have historically been the preserve of large enterprises. Cisco Webex Contact Centre uses powerful AI technology to prioritise the strong human element that runs through smaller firms,” notes Voigt.
The result is companies of any size can now enjoy an office that never sleeps with a 24/7 virtual receptionist, automatic omnichannel routing of calls, emails and social media interactions, and AI-driven analytics that enable smaller teams to deliver faster, more personalised service.
Affordable scalability is another key benefit of Cloud-based contact centres, particularly in South Africa with its unpredictable trading environment. With Cisco Webex Contact Centre, SMEs can quickly add or remove agent seats.
Catalytic says that SMEs that have already rolled-out the Webex Contact Centre offering have all rated the AI-powered transcription functionality as one of the best features of the technology.
Real-time transcription within the software’s Agent Desktop is possible. This provides live, actionable insights to enhance customer interactions, reduce misunderstandings and facilitate agent focus.
SA’s SMEs, like large corporations, need to reinvent themselves to meet the demands of the newly-distributed landscape.
“Not only do customers want to be better understood, and they’re not cutting the smaller firm any slack; employees, too, want a better experience regardless of where they’re connecting from. Connections must be secure, they must offer all the required tools, and they must be so seamless as to ensure the ‘zero distance’ goal,” explains Voigt.
“At Catalytic, we never mistake the phone for the call, we never mistake the technology for the conversation. We’re confident our deep dive into the very latest contact centre technology will radically enhance business conversations across the length and breadth of SA,” concludes Voigt.
In the final analysis, democratised contact centre technology that allows SMEs to punch above their weight is an effective playing field leveller.
Catalytic holding company, TeleMasters Holdings Limited, has been listed on the Johannesburg Stock Exchange (JSE) AltX since 2007.