01732 759725 30 COVER STORY More than a contact centre Founding Partner and CEO Wynand Smit says that INOVO gives organisations of all sizes the ability to drive efficiencies in three main areas – customer service, collections and sales and acquisitions – and for this reason INOVO should be seen as more than just a contact centre company. “We’re not really a contact centre business in the traditional sense. Instead, we help our customers improve interactions with customers, which could be via digital channels, chatbots or the contact centre. We sell outcomes, not just features and functionality.” As an example, he cites chatbots. “Today, after a financial services provider has sold a product to a customer, they spend 10-15 minutes confirming the financial information the customer has provided and reading them the terms and conditions of an agreement. That’s not the best use of someone’s time. So, in making the case for chatbots, we would show a business how we can move that part of the customer interaction to a digital channel (such as WhatsApp), so that it can be handled by a chatbot. Instead of reading the Ts and Cs over the phone, the agent simply tells the customer that they’re going to receive a WhatsApp confirming the details of the agreement. The result is a better customer experience and a significant reduction in the cost of acquisition.” Business experts Smit points out that since the company was founded in 2006, a key differentiator has been its focus on combining technology with services delivered by people with operational and commercial acumen who understand the business problems customers face and are adept at showing how INOVO can be used to deliver business outcomes. “As part of our solution, we give access to a Business Services team staffed by subject matter experts whose only KPI is to provide continuous improvements for the customer and to identify additional benefits they can get from our technology.” He points out that this adds value for customers and has clear commercial benefits for INOVO and its channel partners. “A customer might initially have bought our solution for acquisitions, using an outbound dialler, but as part of their engagement the Business Services team might point out an opportunity for them to improve the customer experience, reduce the cost of acquisition or increase revenue. They are there to help the customer find opportunities for continuous improvement and to deliver it for them.” Successful integration Smit adds that the reason so many businesses struggle to improve the whole customer experience is that they use a multitude of channels to engage with customers and have numerous systems to manage different aspects of the customer interaction – the acquisition, the documentation, the logistics and so on. An off-the-shelf contact centre, he says, is simply unable to pull together all these disconnected, siloed systems and automate end-to-end processes, with follow-ups should a submitted scan be illegible, for example. “We overcome that problem without having to replace everything the customer already has by combining a great contact centre capability, a self-service capability, a visual drag and drop workflow and a business process management capability into a single solution. We can drag in a connector to connect to the HR system or we can drag in a connector to connect to another data source. By having a BPM or visual workflow capability with hundreds of pre-built connectors as part of the solution, we can leverage the customer’s own environment and manage the cost of acquisition or customer experience On November 1, 2Connect Digital Solutions unveiled an expanded product offering and new partnerships, including a major UK distribution agreement with South Africa-based cloud contact centre vendor INOVO. This partnership is now bearing fruit with the UK launch of the co-branded 2Connect INOVO Contact Centre, which will enable UK resellers to meet growing demand for enhanced customer interactions with a versatile, proven solution widely used by leading brands in Africa, among them Capitec Bank, Woolworths Financial Services, Sage Pastel Accounting, PSG and Truworths. Although INOVO cloud contact centre is used by large enterprises with thousands of seats, its modularity and flexibility also make it an attractive option for smaller businesses with 15-20 contact centre seats that don’t have big budgets but still need to improve business efficiency and provide the high levels of customer service demanded by today’s consumers. The INOVO cloud contact centre brings together several elements on one integrated, scalable platform: n Interaction Channels (voice, email, web chat, WhatsApp, social media etc.); n Cloud Contact Centre Capabilities (supervisor interface, scripting, Intelligent Routing Designer and Microsoft Teams integration); n Compliance and Business Intelligence (voice authentication, interaction recording, speech analytics, postinteraction surveys); and n Self-Service and Business Optimisation (IVR, chatbots, business process automation, document management, workforce management and quality management). INOVO officially lands in the UK 2Connect helps resellers develop new business opportunities and maintain a point of differentiation with the launch of the 2Connect INOVO cloud contact centre Wynand Smit Supercharging growth in partnership with
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