CCI, is South Africa's reputed international call center, which consistently delivers world-class service, and specializes in the implementation and operation of outbound, inbound and blended multichannel contact centers.
Given the importance of its location, CCI could scarce afford a discontinuity in its services and was taken unawares by the disaster that struck its contact center.
A disruption in service because of a fire that recently broke out at its premises in Mount Edgecombe, near Durban, could have proved to be major disaster but for the quick intervention of Intuate Group, a privately owned, broad-based IT company that focuses on providing professional integrated technology.
The fire broke out at 6 p.m. on a weekend night and within two days, critical lines of the call center began functioning with normal operations being restored two days later, this reduced considerably the impact that it could have had on the business, noted company officials.
Dave Clark, IT director at CCI attributed this to Intuate Group's rapid response. As soon as news of the fire broke out, Intuate Group helped CCI to rapidly resume full services. Its quick response helped completely recover all of the call center hardware and call recording equipment. Intuate also provided CCI with a spare kit.
“There is a lesson in this experience and that is the importance of having strategic partners involved in the construction of a viable business disaster recovery plan. In this respect, we were fortunate to have Intuate on board,” noted Clark, commending Intuate Group for its timely intervention.
Intuate Group is a privately owned, broad-based IT company that focuses on providing professional, integrated technology and people resources solutions and its services encompass the provision of state-of-the-art contact center solutions, the supply and implementation of best-of-breed IT solutions, as well as IT strategy and consulting.
Number Portability Company (NPC), the local organization which provides a number porting service for both mobile number operators as well as for fixed-line (geographic number) operators, recently updated and virtualized its IT infrastructure by means of a collaborative agreement between Saab Grintek Technologies (SGT), T-Systems and the Intuate Group.