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Mar
08

High-tech makeover for eNaTiS call centre flagship
Posted on March 08, 2011 09:38

Tasima, contractor for the maintenance and expansion of South Africa's National Traffic Information System (eNaTiS), has announced that the eNaTiS National Call Centre (NCC), which serves all users of the system nationally, has been upgraded comprehensively and equipped with the latest technology.

When system issues experienced by users cannot be resolved at the nine provincial call centres, such issues are escalated to the NCC for speedy resolution. Speaking at the commissioning of the new centre Tebogo K Mphuti, Tasima's CEO, said that the upgrades and new technology address a number of deficiencies identified in the call resolution system over the past few years.

'The upgrade programme actually extends beyond the NCC to the nine provincial call centres, all of which are now linked to the main centre by means of a robust VoIP PABX system,' said Mphuti. 'This brings many benefits to the system's users at service centres, including massive cost savings in terms of call charges, redundancy, call breakouts, billing, voice recording, asset management and statistical reports, all of which are now managed centrally at the NCC.'

Housed in a high-security facility the NCC has a dedicated uninterruptible power supply and runs on its own fibre-optic network. The NCC is staffed by 21 highly trained call centre agents and managers, who deal with approximately 1 600 backline, software and infrastructure support calls per month. 'The centre needs to expand rapidly in the near future to deal with increased demand, and the current upgrades will accommodate such expansion with ease,' concluded Mphuti.

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