| Featured Customers: |
South African Telecom Company Selects Iontas and Partner Payg IT To Implement Real Time Adherence Management Solution.
Austin, Texas and Donegal, Ireland - February 28th 2006
Iontas, a global provider of workforce optimization software, today announced that its South African partner, Payg IT, has implemented a real time adherence management solution for one of Africa's largest telecommunications providers. The solution, which records the work units for both phone and desktop based activities, now forms an integral part of the workforce management system for over 600 customer service representatives.
The customer is one of South Africa's leading and most dynamic telecommunications companies and constantly seeks to improve and innovate. Contact center operations are a vital element of the business and the primary interface to the customer base. Patrick Coleman, Managing Director Payg IT, commented "The Focus solution is simple to deploy and has provided our end user with the ability to deliver vital real-time adherence information to their workforce management solution where no real-time information was available from their directory enquiries platform before. The Focus software from Iontas tracks all agent states and withdrawal codes automatically without any additional user interaction required. Focus is now the basis for schedule adherence in the directory enquiry centers, and this adherence is a key element of the agents' performance based pay. In just three months, schedule adherence, as measured by Focus before and after the formal implementation, has improved from 79% to 93%. Our customer is delighted with the success of the Focus project."
"In addition the Focus software has provided a greater insight into agent activities in general and helped identify process bottlenecks caused by inadequately configured hardware and software systems and the incorrect use of software tools. As a result the customer has had the unexpected benefit of being able to reduce call average call handle time".
"We are very pleased to be working with the Payg IT team in delivering these solutions throughout South Africa," said Iontas CEO, Joe Stockton. "Payg IT works with companies that are devoted to both quality of service and the efficient management of their contact center operations. The Iontas Focus solution provides the means to achieve both of these goals by analyzing and managing the different work units that make up a customer contact".
About Iontas
Iontas is an innovative provider of people and enterprise resource management software solutions for today's technology-driven age. Through its comprehensive development program and partner alliances, Iontas delivers a suite of integrated management tools that analyze the alignment of IT systems with business goals. Based in Donegal, Ireland with U.S. headquarters in Austin, Texas, Iontas management products have been widely adopted by leading clients including British Telecom, BAE Systems and Stream International. For more information on Iontas, visit www.iontas.com.
About Payg IT
Payg IT is South Africa's leading provider of workforce optimization products and services for customer service organizations, including contact centers and retail environments. Payg IT offers workforce management, quality management and related technologies on a "Pay As You Go" (PAYG) basis and a "Build Operate Transfer" (BOT) basis. Payg IT also provides hosted and completely outsourced "On Demand" resource planning and quality management. Payg IT's customers include Africa's leading telecommunications and financial institutions. www.payg.co.za
