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Overview: In an increasingly demanding market South Africa's state-owned electricity company had to develop a system that would allow their agents to access information more effectively, increase productivity, enhance customer service and reduce the overall cost to service customers.
Eskom's main business objectives were to improve the handling and recording of customer service requests, create a cohesive and efficient customer management system, and develop a unified case management to reduce multiple customer call backs.
The Sword ciboodle CRM solution was designed to control routing and monitoring of work over Eskom’s seven operational call centers.
Automating Post-Trade Processes Provides Insight, Efficiencies, And Savings
The dramatic changes reshaping today’s securities industry are creating intense new pressures for financial services firms. Growing trade volumes combined with the...
IDC Complex Event Processing Excerpt
This paper seeks to explain what events are, why they are important to your business, and what the options are for processing and managing these events (depending on their type and volume).
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