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.

Within this evolving technological environment, the individual can be overwhelmed by a multitude of communication modes and devices. ATIO cuts through the clutter with Unified Communication solutions, transforming the way employees, partners and customers interact. Taking advantage of the power of convergence, ATIO makes sure that you are more than simply connected; we ensure you are connected via the appropriate mode and device.

ATIO believes that customer feedback allows organisations to continuously improve their performance by integrating their customers' perceptions into business processes, through constant stream of event driven feedback. In today's world, organisations understand that in order to be customer centric they need to utilise the voice of the customer in their everyday business operations. Proactive ongoing customer feedback is vital for providing organisations with accurate information regarding their customer experience.

ATIO Managed Services specifically targets the sale of managed IT services to customers with a user base of between 50 and 500 persons as well as the provision of technology management or business process services associated with telephony and call centres.

The Managed Services product is value added services in terms of managing the technology and / or business processes associated with:

• Desktop, LAN, WAN and business continuity environments (managed IT)
• Telephony
• Call centres

The delivery mechanisms used to achieve these service levels is based on remote monitoring, management and control, with escalation procedures leading to the dispatch of technical resources to the customer site only when necessary. An important aspect of remote management is the identification of problems through proactive systems monitoring which allows for intervention and the prevention of problems before they become apparent to users. Technicians can be permanently based on site if required by the customer.

Other services can be provided, typically on a project by project basis. These services include IT strategy consulting, systems integration, software compliance audits, network security analyses and performance analyses etc.

The value of our offering to you

We at ATIO understand that value is perceived differently by each customer, and that it can be expressed in many different forms. Here are some of our key value propositions inherent to our service delivery model:

• Direct cost savings
• Improved productivity
• Risk reduction
• Greater ability to change or upgrade technology

What differentiates ATIO from other service providers?

ATIO Corporation has several company level differentiators:
• ATIO has been in existence for almost 25 years and has steadily grown to meet the demands of the market over this period.
• ATIO have excelled in the tier 2 and tier 3 markets. The size of ATIO ensures that each customer in these market segments receives our full commitment to long term business relationships.
• We are flexible in our approach to customers, recognising that each business has individual requirements. Our solutions include:

• Remote management and control of networks and desktop environments
• Provision of on-site resources
• Co-sourcing (working in conjunction with a customer's technical resources)
• Outsourcing and taking over a customer's IT staff

• We have specific skills in and knowledge of the customer care environment as it may affect our customer's businesses.
• At ATIO we are proud of our tradition of pro-active and clear communication with our customer base. We also make it as easy as possible for each customer to     communicate with us at all levels and through any channel.
• We have a team of highly skilled and certified engineers to ensure service delivery is of the highest standard.