Contact Center Solutions Featured Article

Intuate Group Steps in Quickly - Averts Major Disaster at CCI Call Center

October 25, 2012

CCI (News - Alert), 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 (News - Alert) and the Intuate Group.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

E-value International to Launch in Thriving Romanian Contact Center Market

According to a recent article published by The Diplomat, E-value International (EI) has opened a call center in Romania. The new facility is the latest addition to a growing contact center market in the country. [ Read More ]
03/31/2015

Satmetrix Finds Costco, USAA, Amazon.com and Apple Rank Highest for Customer Loyalty

Obviously one of the most important metrics for answering the question, "so how are we doing?" when it comes to providing compelling customer experiences is customer loyalty. In fact, measuring customer loyalty in general and against competitors is critical. In a world where alternatives are always a click away, and where customer acquisition costs are much higher than retaining existing ones, reducing churn and having permission to upsell is huge. [ Read More ]
03/31/2015

Report: Customer Service a Primary Concern for Consumers, Businesses

In the latest report from The Economist Intelligence Unit, "Creating a seamless retail customer experience," it asked consumers what exactly they want in their customer service and asked companies how they felt they deliver positive service through new technologies. [ Read More ]
03/30/2015

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!