Call Center Solutions Featured Article

Iemas Turns to Presence Solution for Maintenance, Support

  By Anuradha Shukla, Call Center Solutions Contributor

Iemas is using the Presence solution and has turned to Jasco Enterprise as its Presence maintenance and support partner.

A cooperative, lemas was using a contact center solution before turning to Presence – a change it made because it failed to deliver the required benefits.

The company provides financial services to its South African employees and companies and recognizes the importance of providing world-class services to its clients.

In addition to excellent service, the financial services industry has to have a fully functional, effective and efficient contact center for it to help provide a high quality of services to its customers.

A fully functional and smoothly running contact center works to improve communication between business and customer, and Presence solution enables Iemas to do just that.

Iemas now has a multichannel solution that effectively incorporates e-mail, SMS, voice and more into a single contact center platform. This solution has made a difference to Iemas’s business and strategy achievement.

Presence has also allowed Iemas to conduct effective campaign management and deliver high- performance, accurate measurement tools that provide relevant business intelligence information that significantly improves the company’s bottom line.

“We chose Presence because it offered the most cost-effective solution and the best value for money to suit our needs,” said Rachael Naidoo, operations manager of Iemas Contact Centre. “It is an ‘all-in-one’ solution, and all our core applications were adaptable to Presence, so we achieved adequate levels of integration as well.”

The Jasco Group was in the news last year when CommProve (News - Alert), a provider of network monitoring and business solutions for mobile networks, signed a distributor agreement with the Jasco Group in Africa.

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Edited by Braden Becker