Call Centre Provisioning

A Call centre in a department allows for efficient handling of large volume of incoming Voice calls and emails.  The system uses IP phones, which, once setup, will allow the agent to log in to the call centre from anywhere in UKZN.  The Interactive Voice Response (IVR) prompts the caller to select options from the keypad and based on the response, route the call to the appropriate person(s) to deal with that query.  In setting up a call centre ICS offers the following:-

  • Creating a Business Unit on the Openscape Contact centre software
  • Activation of their IP phone on the Contact centre system
  • Creation of Agents
  • Creation of call flows
  • Assistance with recording voice prompts
  • Training of agents on how to use the system
  • Support for any issues/ change of call flows
  • Creation of reports