Contact Center Solutions Featured Article

Interactive Intelligence Wins Contact Centre Association of Zimbabwe (CCAZ) Service Excellence Awards

November 23, 2015

The Zimbabwe Service Excellence Awards is organized and managed by the Contact Centre Association of Zimbabwe (CCAZ), in partnership with other governmental agencies in the country. The CCAZ promotes the customer service industry in Zimbabwe and provides standardization for operators with profession assessment, accreditation and certification. Companies that deliver outstanding service are recognized through the Service Excellence Awards, and this year Interactive Intelligence was given the Best CRM and Call Centre Vendor Supplier award.

Monitored by the Chartered Institute of Customer Management (CICM), a global customer service and call center professional and academic board currently represented in three continents, it ensures fair play during the selection process of the call centers.

“This is the first year Interactive Intelligence has won an award at the CCAZ Service Excellence Awards. It is a particular honor in light of the fact that the country boasts a high number of contact centers and that Zimbabwe’s government and private sectors place strong emphasis on customer service excellence and experience,” said Chris Bell, Interactive Intelligence’s Channel Manager, Africa Region.

Interactive Intelligence is a global provider of contact center solutions established more than two decades ago. The company has more than 6,000 customer deployments in over 100 countries, providing software and cloud services for customer engagement, unified communications and collaboration.

The contact center solutions Interactive Intelligence provides allow operators to more effectively manage their inbound/outbound multichannel interactions, with contact options for customers such as voice, email, fax and chat, as well as SMS, business objects, and social media. Operators also have access to tools for improving agent training and performance, whether they are onsite or working remotely.?

There are several countries in sub-Saharan Africa that that speak English as their primary or secondary language. Whether it is to provide services for customers within their country, the African continent or other countries around the world, it is proving to be a more cost effective alternative than other destinations for call center operators.

Bell went on to say, “Contact centers in much of sub-Saharan Africa are opting to run Interactive Intelligence contact center solutions to enable service excellence backed by local support.”

Edited by Kyle Piscioniere