Our Technology
Flexible, value-driven and uninterrupted BPO services.
Our professional BPO services and technology solutions empower our clients to develop and effectively implement digital customer experience strategies and practical solutions. Our omnichannel solutions offer customers an expanding range of seamless communication and touchpoint options. These include Voice, SMS, WhatsApp, Live Chat, Facebook, Telegram, Email, and other social media channels.
Desirable
business outcomes
We use sophisticated technologies to implement programmes that drive our clients’ desirable business outcomes.
Our unique technology platform allows us to provide clients with the flexibility and rapid deployment of strategic and tactical BPO solutions. We are equally adept at integrating with our client’s existing or preferred platforms or specialized technologies.
Our ongoing investment in infrastructure has allowed us to expand our contact centre capacity and technical capabilities. Over the last ten years, our capital investment programme in South Africa has exceeded R100m. (±US$7m)
True Omnichannel Technology
Our true omnichannel technology is dynamic and compromises of both cloud and on-premise platforms, supported by an in-house team of developers and highly skilled technicians. Alternatively, we can make use of our clients’ technologies. We have adequate high availability and high bandwidth connectivity with significant redundancy.
Turning insights
into strategies with
Smartz Solutions
Smartz Solutions specializes in managing customer and employee experiences through our enabling technology. Their success is based on technological foresight and strong business knowledge, enabling them to develop integrated solutions that meet your business needs.
Based on a wealth of knowledge covering multiple industries, Smartz Solutions has developed a suite of products that include the entire customer engagement journey offering best-in-class, world-class applications in a single end-to-end CX and EX platform.
IntelliBPO is proud to partner with Smartz Solutions’ to offer our clients a full-stack solution.
Digital customer experience solutions
Voice Channels
- Inbound
- Outbound
- SmartzConnect© Intelligent multi-channel dialler
- Preview and Power Dialling
- Interactive Voice Response (IVR)
- Automated Voice
- Messaging (AVM)
Digital Channels
- Telegram
- 2-Way SMS/Text Messaging
- Facebook Messenger
- Interactive omnichannel templates (I-Messages)
- Webchat/Live chat
- Chatbots & Smartz bots
Quality Assurance
- Quality assurance across all channels in a unified platform
- Custom-built assessments and scorecards
- Quality assurance outcomes aligned to e-learning requirements
- Speech analytics to allow for 100% QA sampling and interaction analytics
- Comprehensive online reporting incorporating KPI measurements
- Dedicated specialists to improve DEX© objectives
Digital Channels
- Online/Real-time reports
- Sentiment analysis
- Real-time/online dashboards
- Deep insight analytics
- KPIs, insights, interpretation, and reporting
Compliance
Our best practice methodology includes complying with the guidelines and regulations of all jurisdictions in which we operate – we protect all our stakeholders and, most importantly, our clients.
Getting the job done properly in a safe and secure environment is how we build our business – no shortcuts or compromises, only a genuine commitment to achieving the highest standard of outputs.
