Company Overview
Ninzi-Connect is a telecommunications and contact centre solutions
company that has evolved from Multi-Connect, a company with nearly 20
years experience in the contact centre market and has a large customer
base spanning the financial, insurance, retail, communication, utility,
medical and travel sectors.
We provide cost effective solutions that cover every aspect of the
contact centre environment, from call automation to staff management,
recording, quality management and business analytics.
We use our extensive experience, gained over many years of dealing
with a large number of South African organisations to implement and optimise
the use of these solutions for maximum business advantage.
Ninzi-Connect offers products and professional services that include:
- Automatic call distribution (ACD) systems for inbound call automation.
- Outbound automation systems for predictive, progressive and preview dialling.
- Workforce management systems for staff scheduling, forecasting, tracking, real-time
adherence and agent productivity reporting.
- Voice and screen recording systems for compliance and legal purposes.
- Quality management systems for customer service improvement and training.
- Interactive voice response systems (IVR) for voice interaction, automation and
self-service delivery.
- Call handling optimisation and analytics to improve operational and agent efficiency.
- Computer telephony integration (CTI) and application development.
- Business intelligence, balanced scorecard and performance management analytics.
Voice and data skills: Local and international organisations rely
on our extensive expertise in converging voice and data technologies to enable
them to provide service excellence to their customers.
Leading international products: Through its partnerships with leading
suppliers Ninzi-Connect has selected a range of technology products that allow it
to provide optimum telecommunications and contact centre solutions and services to
its customers.
Commitment to deliver: We listen to our customers, understand their
business objectives and develop solutions that address their specific needs to support
their strategic objectives.
Certified engineers: Our certified engineers deliver systems that meet
the customer’s specific requirements, within agreed time frames and budget.
Project management: Ninzi-Connect has developed a structured methodology
for implementing complex contact centre technology solutions. We ensure that customers
are involved throughout the project and that their expectations and business objectives
are always met, from design and specification through to implementation to ongoing support.
Ongoing support and maintenance: Our flexible support structure allows
customers to select different service options for critical and non-critical business
processes and these can be adapted to meet changing requirements.
Professional services: Ninzi-Connect’s professional service consultants
have extensive knowledge and experience in contact centre business processes,
technologies and products. Our consultants work with each customer to understand
their individual requirements and provide the solutions to address these in the most
efficient and cost effective way.
Supplier certified trainers: Our supplier certified trainers provide
extensive training to operational staff to ensure our customers are able to maximise
the use of their contact centre solutions. We provide standard courses and will develop
customised courses to meet specific requirements.
Black Economic Empowerment: Ninzi-Connect is a black empowerment
organisation committed to providing previously disadvantaged employees with
the opportunity to acquire shares in the company. Several of these individuals
have been appointed to the board and a number are now shareholders in the company.
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