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von Daniela Köhler
The Hamburg-headquartered German software developer – novomind AG – has started to intensify its activity in the South African market. With a local presence in Cape Town, and the cooperation of local partners, novomind ensures customer proximity.
According to the novomind claim “Customer focused. Technology driven”, proximity to custom-ers and a consistent focus on their unique needs, has always been key to novomind’s success. Being a German and European technology leader in its specific field of expertise, novomind develops efficient software solutions for fast, modern and high-performing online operations in commerce and customer service. Among novomind’s customers are institutions and associa-tions, as well as government agencies of all sizes, financial services providers, mid-sized com-panies and international conglomerates. While novomind’s software is partly cloud-based and on-premise, the company’s SaaS (software as a service approach) means that it can be inte-grated flexibly in almost any environment.
“With our software technology, we are enabling our customers to continuously increase their number of digital customer relationships across all channels and to strengthen the value of these relationships”, says Michelle Greeff, novomind Business Development Manager in Cape Town. “We are passionate about South Africa and would like our software solutions to create an impressive digital footprint all across the country.”
With novomind iAGENT, the German software specialist offers the South African contact cen-tre and business process outsourcing (BPO) call centre sector, an AI (Artificial Intelligence)-based central all-in-one customer service platform for optimal multichannel management. From chat or video chat to e-mail, call, social media and messaging platforms such as WhatsApp business solution, Facebook messenger and others. All contact channels are mapped in a sin-gle system with a single user interface. This eliminates the need for time-consuming switching between different surfaces and devices.
Additionally, the intelligent contact centre functions of novomind iAGENT such as skill-based routing and queue management, can be combined with the various collaboration functions of Microsoft Teams. This can optimise and simplify the communication path from the contact cen-tre to the back office. Thanks to the uncomplicated exchange of information, customer re-quests are resolved much more efficiently, giving the customer a very streamlined experience.
As a high-performance system for efficient processing of enquiries – even at maximum utilisa-tion of the service centre – novomind iAGENT is enabled to provide the same answers to the same questions on all channels. novomind’s iAGENT knowledge-base also makes it possible to generate any type of complex functions and dialogues for a chatbot or a messenger bot that can ensure customer service 24/7.
By entering the South African market, novomind continues its growth strategy and the interna-tionalisation of its business which was started several years ago. Being present in Europe as well as in the Asia-Pacific region, and after setting up the subsidiary novomind MEA located in Dubai for Middle Eastern and North African regions in April 2018, expansion into South Africa was the next logical step.
novomind is a member of the Contact Centre Management Group (CCMG), a body of like-minded professionals and organisations that are committed to developing contact centre ser-vices in South Africa.
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