Contact center for Coega

According to the Coega Development Corporation (CDC) the development of the Coega Industrial Development Zone (IDZ) has taken another step forward with the opening of a contact center. The CDC says that the center employs best of breed technology to improve interactions with all stakeholders of the zone's developers.

The Qhakamshela Contact Centre, says CDC, will improve its capability to better respond to investor and other stakeholders' queries, which will in turn greatly enhance customer service capability. Qhakamshela is a Xhosa word meaning "contact".

The CDC notes that the center will allow it to interact with its customer base through a multi-channel specially integrated solution based on SAP Customer Relationship Management (CRM) v4.0 and Avaya Telephony -- implemented by Accenture Ltd..

The CDC claims that this is one of the first sites in the world to go live with SAP CRM (4.0) -- with the contact center being Web-based and also the first site in the world to integrate SAP CRM and Avaya across all 3 channels (voice, mail and fax).

The Qhakamshela Contact Centre, according to the corporation, forms the hub of the CDC's One Stop Investor Services Centre (OSISC) -- which is being planned as a total investment support service offering to prospective investors, to ease the process of locating and operating in the IDZ.

"This particular development in the unfolding implementation of the IDZ is in line with the CDC's vision to develop an IDZ in which an investor from anywhere in the world would want to locate. The solution provides an impressive array of functionality for the contact center agent, thus enhancing the customer service capability," says CDC project manager, Lionel Billings.

Billings says that the center lays a good foundation for the IDZ to attract investors who want to develop contact centers, but have not realized the potential of the Eastern Cape in this regard. "The previous lack of contact center evidence was a major impediment in attracting these investments," he adds.

The solution, according to the IDC, has the potential to cater for other multimedia communication channels, including both a Web call-back and a Web-chat facility. "Quite exciting for the region as well is that this solution can be expanded for use by more than one organization," adds Billings.

The CDC notes that throughout the execution of the project there has been over 60 percent HDI representation, with over 45 percent of these being women. It furthermore says that it ensured local involvement in these high-end skills by engaging emerging companies like Amava Information Technologies (Pty) Ltd. and BITS in the development process to ensure skills transfer.

The CDC concludes by noting that telephonic assistance through the contact center will be provided in isiXhosa, English and Afrikaans.

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