PROFESSIONAL SERVICES FOR UNIFIED COMMUNICATIONS.
Ninzi-Connect is a telecommunications and customer engagement solutions company. Ninzi-Connect have over 25 years experience in providing contact centre management solutions which add value to customer experience. Ninzi-Connect solutions include call automation, interactive voice response, workforce optimisation, interaction recording, quality management, business analytics and automation. Our solution offerings are designed to create productive business processes and drive performance in the contact center and back office environments.
Strategic Business Solutions (SBS)
Our Services at Ninzi-Connect are unique – we help clients define and execute customer interaction strategy. We partner with our clients to share our expertise, to guide them to develop the best solutions and processes possible, and to educate them on potential pitfalls.
The SBS Team
The team combines more than 50 years of experience with contact centres large and small. We’ve been on the front lines helping companies plan for change and growth, deliver new technologies and services, revamp and organize their business processes and conduct business case analysis. Whatever project we working on – clients rely on our thoughtful perspective and empowering approach to drive results. By leveraging on our years of experience and proven methodologies, we bring value to any project with our depth and breadth of knowledge.
The Ninzi-Connect team has varied experiences and backgrounds, but we share common traits:
· We are enthusiastic and get energized by solving client challenges.
· We dig in, roll up our sleeves and get involved. There is no watching from the side lines.
But we know we can’t do it without you, because you have unique needs, and no one can know your business like you do.
· We’re focused on your business. This requires us to be open-minded, objective, and collaborative. It also helps that we are good listeners.
· We know what we are doing. Our years of being in the trenches make us confident in our abilities and knowledge.
Inbound ACD, outbound dialling, email, SMS, chat, social, omni-channel solutions with CRM integration.
Complete customer engagement solutions powered by a set of native customer service capabilities and designed to integrate into the larger customer-driven enterprise.
Self-service is now often the first choice when customers have an inquiry. We streamlines the process of designing, streamlining and deploying self-service customer contact applications across multiple communications channels, like voice, text (IM, SMS, USSD), mobile web, social networks like Twitter and smartphone applications.
Analytics & Insight
The desktops of your employees are right at the centre of activity in both the front office contact centre and back office. What if you could capture at a detailed level what is transpiring on each desktop and then aggregate and correlate that data to reveal both individual productivity barriers as well as systemic areas for improvement? Ninzi-Connect’s Desktop analytics solutions can harness the Big Data associated with agent desktop activity to deliver significant value and benefits to contact centres and back-office operating departments.
Risk & Compliance
Aspect Verify is a convenient SaaS solution that keeps the customer experience at the center of fraud prevention and detection in today’s digital, mobile world. It goes beyond prevention and detection by managing the ongoing communications on an Omni-channel platform when communication needs to be initiated with the customer. By engaging your customers in a seamless, automated two-way dialogue wherever they are, you are better positioned to mitigate the risk factors while enhancing the relationship with your consumers.
Martin Haines: Managing Director
Martin has over 17 years’ experience within the contact centre industry. Much of his early experience was overseas including several years with Aspect UK, where the strategic relationship was initially forged. His experience embraces the entire range of the business activity including solutions installation, maintenance and training. Martin has also done consulting on outbound and inbound contact centre solutions.
Prem Mungul: Sales Director
Prem has over 27 years contact center and IT solutions experience. He is responsible for the overall coordination, the functional management and leadership of all of the sales activities of the business. He is also responsible to expand the company’s product reach and profit revenues by identifying new markets, attracting new partners and forming extended business relationships.
Cecil Moult: Technical Director
Cecil has over 29 years’ experience within the telecoms industry, and has been with the company for more than 20 years starting as a support technician. He and his dedicated management and service team are responsible for the installation and support of the companies solutions.
Customer self-service trend continuing to grow, says Aspect Software
30 May 2018
As more organisations invest in advanced technologies and customers demand easier communication methods, self-service is fast becoming a necessity in customer service, says Stephen Ball, senior VP Europe and Africa at Aspect.
Aspect Software Wins at 2018 UK Cloud Awards
21 May 2018
Aspect Software is delighted to announce that it has been named a winner in the Security Solution of the Year category at this year’s UK Cloud Awards, in recognition of the innovative nature and consistently excellent performance of its VerifyTM fraud detection software.
New research reveals the top contact centre technology trends over the next 12 months
15 May 2018
Research from Aspect Software finds artificial intelligence, chatbots and automation will dominate contact centre development over the next year.
Ten ways to improve customer experience and bottom line through self-service
10 May 2018
Today’s customers prefer to help themselves. Make it easy for them.
Ninzi-Connect appoints new Managing Director
6 June 2017
Ninzi-Connect has announced the recent appointment of Martin Haines as MD.
Haines is married with two children and resides in Sandton Johannesburg. In addition to being a travel addict, he is a qualified safari field guide and spent much of his spare time leading expeditions into the African wildlife tracking the Big Five.
2017 ASPECT Consumer Experience Index
23 January 2018
A national study of 1,000 American consumers to investigate the attitudes, preferences and behaviors regarding customer touchpoints and engagement within the specific context of self-service, customized or personalized service and the hot topics of messaging, virtual assistants and chatbots.
TELSTRAT – Employee Retention through Quality Management
Maintaining skilled and motivated customer service staff is key to a contact center’s success. With Engage Quality tools, motivating agents to achieve service excellence and efficient workflow ensures your organization stays ahead of competitors.
TELSTRAT – Integrating Call Recording with Other Applications
Engage Desktop Analytics software optimizes workflow by pulling customer data from CRM and other applications and linking it to contact recordings to build and maintain complete and convenient views of your customers’ experiences and journeys.
TELSTART – Screen Capture Improves Average Handle Time
Engage Capture software records multiple desktop screens simultaneously, allowing supervisors to monitor and coach teams of agents. Team monitoring enables honing team skills, improving workflow, and guiding agents through complex tasks.
CALLMINER – How Interaction Analytics Reduces Costs, Optimizes Engagements and Provides Rapid ROI
Analytics is one of the more versatile and powerful innovations that has become available to contact centers. Today interaction analytics is being used to reduce call times and raise agent productivity and increase revenues from sales and collections operations.
PO Box 85500, Emmarentia, 2029
Tel: +27 (0)11 482-3600
Fax: +27 (0)11 482-4628
Regus Centre, 1st Floor, Willowbridge Mall,
39 Carl Cronje Drive, Tygervalley, Cape Town
PO Box 85500, Emmarentia, 2029
Tel: +27 (0)21 974 6153
Fax: +27 (0)21 551-0675