Enterprises today need to enhance their customer-centric processes to maximise the value of customer relationships. They need actionable intelligence to better understand what is happening in their customer-focused operations and make smarter decisions to enhance performance across the enterprise. Effective contact centres provide information which powers the right decisions while ensuring service excellence.

The modern contact centre serves many purposes as a business support structure. From integrated sales across an entire product portfolio, to customer service across all stages of a customer engagement lifecycle. As South Africa's biggest privately owned provider of contact centre services, ATIO offers more than two decades experience in this rapidly evolving environment.

Our commitment is to deliver business value with a strategically aligned contact centre.

• Incorporating the latest converged communications technology, ATIO equips your organisation to capture and analyse customer interactions, improve workforce performance and optimise service processes.
• Through its contact centre solutions, ATIO delivers knowledge, insight and experience backed by enabling technologies. The result is that your company can build stronger relationships with customers, enhancing loyalty and limiting churn.
• Whether outbound, inbound, virtual or voice our contact centre solutions offer a richer customer experience, more cost-effectively than ever before. Integrating voice, email, data, video, web and fax in an open platform environment, your customers can get in touch by their preferred method, at their convenience.
• ATIO’s expertise is always geared to help you achieve continuous performance improvement across every aspect of customer operations.

IP

Internet Protocol, the method by which data is transmitted and received across computer networks, has fuelled a revolution in the contact centre environment. It enables a multitude of innovations, including inexpensive Internet phone calls, multimedia and video communication, and unified communications.

Multimedia

Where the call centres of old were voice (telephony) driven, the modern contact centre incorporates several modes of communication, including voice, email, video, Web and SMS. Multimedia communication allows customers to make contact at their convenience using a preferred mode.

Virtual

Virtual contact centres empower a wider workforce, enabling agents to work regardless of their location, responding to customer contact from telephone calls, emails, SMS or Web interaction. The result is an improvement in productivity and customer service.

Outbound Dialler

This technology ensures optimal productivity for outbound campaigns by automatically dialling specified numbers to allow agents to spend more time in contact with your customers.