Vodacom Business, a leading provider of converged communication solutions in South Africa, has entrusted Presence Technology and INOVO with the optimization of its Contact Centre platform, thus enhancing the quality and productivity  of its customer service.
Vodacom Business solutions include next-generation IP voice, managed networks and infrastructure, internet access, hosting and storage. Vodacom Business launched a dedicated internet access service in 2008, followed by broadband internet access services, a managed MPLS VPN service, and a managed enterprise voice and VoIP gateway. These service offerings are supported by a state-of-the art data centre at the company’s headquarters in Midrand, north of Johannesburg, and the subsequent development of a soft switch and a world-class client services operations centre.
The suite of Vodacom Business solutions enables small to large enterprises achieve the agility they require to compete in a challenging and rapidly changing world. In order to offer customers a world-class Hosted Contact Centre solution, they chose Presence Technology, a global software provider of a modular all-in-one Contact Centre Solution Suite, and INOVO, a Contact Centre service provider.
Vodacom Business will use the full All-in-One Presence software including Inbound, Outbound, Recording, Scripting, Internet, Messaging, Back Office, Reporting, IVR and Intelligent Routing. These solutions will be offered as a flexible and cost-effective on-demand service that allows customers to adjust their contact center resources to fit their end user demand and pay only for their actual usage.
Presence Technology and INOVO have vast experience working together, and both companies have secured a large client based comprised of leaders in strategic sectors.
INOVO has successfully implemented the Presence Solutions in the  Vodacom Business Data Centre, specifically: Presence Outbound in predictive mode for outbound campaigns, which includes the complete Presence Call Centre Toolbar; Presence Inbound; Presence Scripting to automate business processes; Presence Recording for quality control and legal reasons; and Presence Messaging for managing e-mail, Fax and SMS channels.
“Working with Presence Technology and INOVO allows us to offer our customers flexibility, customer satisfaction and major cost optimization”, says Ermano Quartero, Executive Director, Vodacom Business.

About Vodacom Business
Vodacom Business was launched in February 2008 and offers a total communications service portfolio to corporate customers. Vodacom Business has invested in significant infrastructure and has a Tier 1 internet network capability as well as a corporate grade national MPLS VPN. Vodacom Business services include next-generation IP voice, managed networks and infrastructure, internet access, hosting and storage. In 2008, Vodacom Business launched a dedicated internet access service and also a broadband internet access service. It also launched a managed MPLS VPN service together with a managed enterprise voice and VoIP gateway in April 2008 and May 2008, respectively. These service offerings are supported by a new data centre at the headquarters in Midrand, the development of a soft switch and the development of a client services operations centre.

More information: www.vodacombusiness.co.za

About INOVO
INOVO is a South African company, offering a high value technology proposal to the contact market. Traditionally the setup of a contact centre, required substantial capital expenditures on hardware and software, it requires IT and telecom skills to service and maintain the infrastructure and customers had to go through long procurement, implementation and integration cycles to finally benefit from the solution.  INOVO's Contact Centre Solutions focus on enhancing productivity and customer service, significantly improving the efficiency and revenue of outbound activities, better process adherence, quality management and ease of contact centre management through its extensive reporting capabilities.

More information: www.inovo.co.za