Just in case readers needed a reminder, contact center solutions are very much of global interest and not just in major outsourcing countries like India and the Philippines. In fact, there is major interest in the value of contact centers in the Middle East and Africa, as illustrated by the news that Fintech Kenya has partnered with customer experience solutions provider Interactive Intelligence to provide the Customer Interaction Center (CIC) Solution to its customers.
Fintech is an ISO 9001.2008 certified enterprise information technology solutions and services provider with 5 operations across Africa, in: Kenya, Malawi, Mauritius, Uganda and Zimbabwe. It provides solutions in various sectors, but its concentration is the financial services industry. Fintech solutions include:
In addition to its own solutions, Fintech has partnered in Interactive Intelligence along with Microsoft, Oracle, Oracle Financial Services Software, RSA, ATOS, Axionics and IBM.
As reported by AllAfrica.com, at the event marking the signing of the partnership, Fintech Group's General Manager Tony Mbugua said “With this partnership, we will be able to provide our clients with an integrated solution that will enable them to deliver an exceptional experience to every customer they serve," he said.
Interactive Intelligence's Channel Manager, Africa Region Chris Bell, said: "With this solution supervisors can now monitor customer sentiment more closely with real-time speech analytics, and uphold quality more thoroughly with detailed information for every interaction. Thus managers are able to make better decisions in the areas of workforce management, recording, satisfaction surveys, business process automation and other applications.”
Contact center solutions as a means for not only increasing customer engagement for commercial purposes are also emerging in developing countries as a way for governments to provide better services. In short, contact center solutions are now critical pieces of creating value in our increasingly connected world.