Our Technology

Respondez understands the dynamic changes that occur in the call centre space, and continually develops technology solutions that provide our clients with the best mix of customer experience tools. From deploying tools that increase agent productivity, to building a new channel in which to engage your customer: we’ll work with you to build the best service mix to satisfy your business goals and help you gain a competitive edge.

We employ the best of breed contact centre technology as well as our own proprietary technology to ensure that we can support any client need.

Our proprietary technology is built from experience, client input, consumer new media adoption and emerging business needs. We offer capabilities that support a unified approach enabling you to consolidate administration, routing, monitoring and reporting across the globe.Our contact centre offers a combination of Internet Protocol (IP) and traditional voice expertise as well as web, email, chat and SMS (text) platforms. And our industry-leading performance optimisation and interaction management tools allow us to perform high levels of service with a low cost of delivery.

Highlights of our proprietary technology include:

  • Real-time Management dashboard: Enables real-time visibility and transparency for sales/conversions data and process monitoring
  • Lead Management System: Online platform for sharing and updating customer requests and sales leads
  • Real-time FOS: Mobile application that provides online tracking, management and monitoring of sales or collections via GPRS enabled cell phones
  • Payment Gateway integration with IVRS: Provides a secured environment for payment transactions via IVR in an encrypted format, making transaction highly secure and PCI-DSS compliant
  • SMS Text Message Outbound Service: Self-service platform that delivers mass or customized group SMS/text messages to your opt-in database to support marketing initiatives
  • SMS Inbound Service: Collects, reports and manages customer responses, opt-ins and opt-outs
  • E-mail Blaster: Sends customised e-mail messages to individual customers, or groups for segmentation purposes, also manages opt-outs
  • Web service or FTP Hot Lead Integration:  Automatically fetches list data from a client via FTP or web service, and loads it into the dialler for outbound call campaigns
  • Order fulfilment system (OFS) and warehouse management tool for fulfilment of orders

We constantly seek new ways to give our clients a competitive edge and we do it all cost-effectively so you enjoy all the benefits of partnering with a world-class contact centre provider for a very low cost.