Imagine a contact centre that greets you with the warmth you would expect from a family-run business — one that knows you, gets your needs, understands your history, and gives you what you are looking for every time you connect
CAPE TOWN, South Africa, Dec. 19, 2016 /PRNewswire/ -- Based on recent analysis of the enterprise software solution market, Frost & Sullivan recognises ZaiLab with the 2016 Sub-Saharan Africa (SSA) Frost & Sullivan Award for Visionary Innovation Leadership. ZaiLab's enterprise-grade contact centre solution is poised to revolutionise smaller contact centres and create lucrative opportunities for the establishment of BPO centres in South Africa.
ZaiLab offers the world's first pay-per-use model for contact centre software and employs a microservice architecture to ensure that clients are not charged for any service they do not use. The affordable payment model and truly cloud-based architecture are highly attractive to small and medium operators who benefit from gold-standard software complemented by dramatically mitigated hardware and software costs.
"ZaiLab's model offers clients access to all the functionality of the software by employing a microservice architecture consisting of various independent software modules, each of which is responsible for a specific and limited task," says Frost & Sullivan Best Practices Research Analyst Ziyaad Hanware. "For any given service, ZaiLab charges the client for the smallest unit possible. The routing system, for example, is charged task-by-task for each incoming communication; audio–video recording is charged per minute."
In addition to providing a range of standard contact centre features for both inbound and outbound activities, ZaiLab stands out for its use of statistical and machine-learning algorithms to enhance and automate contact centre activities. These intelligent systems connect incoming communications to the most suitable agents and prioritise items in the queue based on the balance of hundreds of factors. They also assist in workforce optimisation with advanced volume-forecasting features.
"ZaiLab will soon launch artificial intelligence functionality to monitor the results of the matching algorithm, and through a machine-learning process, refine the designation of tasks to agents," Hanware adds. "It will also monitor agent performance and even recommend training for those who are falling short."
Another unique feature is the software's Conversation Card, which offers a single unified view of past and current conversations with any given client. This critical dose of context empowers agents and eliminates much of the frustration associated with contact centres.
ZaiLab's holistic approach to improving how contact centres operate is not just focused on software; it is also focused on design and the working environment. The company's range of ergonomic devices and furniture helps create an immersive and cohesive contact centre environment for agents. ZaiLab boasts state-of-the-art workstations, consoles, and client-facing kiosks capable of performing biometric and document verification in real time.
Overall, Frost & Sullivan is proud to present ZaiLab with the 2016 SSA Frost & Sullivan Award for Visionary Innovation Leadership in the enterprise software solution market.
Each year Frost & Sullivan presents this award to a company that demonstrates the understanding necessary to leverage global Mega Trends and integrates their vision into true excellence. The award recognises the efficacy of the recipient's innovative process as well as the impact it has on business and society at large.
Frost & Sullivan Best Practices Awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.
ZaiLab is a Cape Town-based development house set to revolutionise the contact centre space by reimagining conversations from the ground up. ZaiLab is all about giving people power and freedom, from the agent to the customer through facilitating rewarding conversations. The company's person-centred products give agents the information, care and support they need to have meaningful, effective conversations with everybody they encounter. www.zailab.com
Asonele Kotu (PR manager, ZaiLab)
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SOURCE Frost & Sullivan