World-Class Technology

The Sibize contact centre operates across multiple sites within the Gauteng province. Consequently, the technology employed by the organisation has to a support this ‘virtualisation’ strategy through:

• Robust and inter-site Wide Area Networks (WANs);
• Seamless call-routing between sites, based on the availability of agent skills at each site;
• Integrated Interactive Voice Response (IVR) functionality.

Telephony Platform:

Soft PABX, combining a best-of-breed networking and telephony solution with a best-of-breed contact centre solution, includes:

• Automatic Call Distribution (ACD) and skills-based call routing;
• Advanced routing choices such as priority queuing, database-driven routing, attribute matching, etc.;
• Multi-media queue handling (voice, fax, email and internet);
• Extensive MIS capability, and
• Real-time supervision and quality monitoring.

Workforce Management tools

Sibize employs a range of advanced WFM tools, including:

• Call volume arrival pattern analysis;
• Predictions based on historical trends;
• Call agent scheduling, and
• Measurement of schedule adherence.

Knowledge base

Data, information and knowledge are recognised as assets in the organisation. This recognition has motivated Sibize to invest in a knowledge base system, which acts as a repository for all company policies, processes and procedures. All client product information is also stored in the repository, from where it is easily searchable and retrieval by the service consultants.

Applications

• CRM Platform
  Sibize employs a world-class CRM platform, which provides systems that are used for the following functions:
  • Case recording, management and tracking;
  • Enhance service consultant effectiveness in dealing and transacting on behalf of clients;
  • Streamline critical business processes across customer touch points, and
  • Quick adaptation to changing business and customer needs of the clients.
    
    
• Back Office systems
  The contact centre also employs a host of back office applications that are either hosted on site or accessed from the clients’ site (offsite). In instances where applications are offsite, information and technology security policies and mechanisms are applied for data protection.
  
  
• Application Telephony Integration
  To ensure end-to-end traceability and a holistic approach to each individual query made with Sibize, the telephony platform has been integrated with the relevant contact centre applications.

Business Continuity

The technology used by Sibize also features business continuity capabilities. For example, if any one site is unavailable, for whatever reason, calls can be redistributed across the remaining operational sites, based upon where the service consultant skills are available. Agreements and processes are in place with all required suppliers required to activate the business continuity plan.