Contact Centre Solutions - Altron

Contacts Centre and Customer Engagement Solutions

Customer Experience is about building strong customer relationships by delivering satisfying personal engagement to customers across their journey. The responsibility of managing the experience has never been more multifaceted.

The world is changing, and the driving force behind this transformation is the rise of digital channels, together with an increasingly knowledgeable, emotional, and empowered customer.

These journeys often consist of many touch points, channels and interactions.

While voice communication still plays a strong role, consumers are increasingly looking to digital communication methods (Social media, SMS, Web Chat and email), demanding the flexibility to interact through their preferred method of communication.

Choosing the right service provider and technology to design and orchestrate the customer engagement is an important factor to delivering on customer expectations while addressing company needs.

An effective customer experience platform must be proven, workforce aware, support omnichannel customer journeys, manage SLAs effectively across self- and assisted service channels, and be flexible to meet any unique deployment requirements.

You need to take a customer-centric approach

CX optimization puts the customer at the centre of the business strategy, which in turn drives customer loyalty and increased revenue.

Whether the goal is to modernize the contact centre, increase workforce quality and efficiency, or to drive better customer experiences, our solution offers an open and scalable platform which can enhance existing infrastructure and reduce total cost of ownership.

Integrated services

We provide customers with an integrated enterprise service, architecting complete business centric solutions with a single point of responsibility and accountability.

Customer Engagement

Self Service
Inbound
Outbound
Digital

Employee Engagement

Workforce optimization
Omnichannel desktop
Collaboration

Business Optimization

Workload Management
Integration
Analytics
Platforms

We provide an effective customer experience that is workforce aware, supports omnichannel customer journeys, manages SLAs and is flexible.

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Solutions

Cloud Services

DevOps & Modernisation

Data Solutions

AI & Automation

Managed & Outsourced Services

Security Services

Integrated Solutions

Operations Executive

Juan Brunette

Juan has more than 22 years’ experience in technology delivery management and project implementation with specialisation in IT infrastructure and operations. He has a strong technical and business support background and a wealth of business acumen built up from working in FMCG, Banking, Retail, Pharmaceuticals, Manufacturing, Distribution, and Outsourcing. He is highly motivated, ambitious, and versatile with a passion for technology and people. Juan, holds a BCOM Informatics from UNISA, a CIO Professional Practice for IT Operations Management certificate from the University of the Witwatersrand, and a Management Development Programme from the University Of Stellenbosch Business School.

Special Projects Executive

Tim Ellis

Formerly the Sales Director for the Public Sector Business within Africa and emerging markets at Cisco, Tim has managed various roles and directed sales teams in the Commercial, Enterprise and Public Sector. Tim also has extensive experience having worked for a large system integrator, as well as having been a partner in a technology start-up company, altogether culminating in 37 years in the Information and Communication Technology sector.

Tim began his career as a computer programmer and holds an MBA Post Graduate Diploma from the Graduate School of Business of Heriot-Watt University and a Management Advancement Programme (MAP) qualification from the University of Witwatersrand.

Managing Director

Chad Baker

Chad is a self-motivated professional with over 25 years’ experience in SA and Africa, specializing in the transformation of companies and business units through a customer centric approach.

Chad previously held the position of vice president of NEC Africa, the African arm of NEC Corporation as well as senior positions at Xon, Alcatel Lucent and IBM.

Chad has earned a reputation as a leader who encourages innovative ideas and accountability from his team. He has a natural ability to get the best out of has staff and can deal with complex service and business issues within tight timelines and under great pressure.

Technology Executive

Vaughn Naidoo

Vaughn held various executive roles during his 12-year tenure with the Telkom Group prior to joining the Altron Managed Solutions Exco. He has more than 15 years’ ICT experience and 10 years’ senior executive experience in P&L oversight, multichannel product portfolio management (ITIL and eTOM), solution development, pre-sales, technology management and strategy.

Vaughn’s responsibility is driving our company’s IT strategy and working with the engineering teams toward continued delivery of innovative products that meet revenue objectives.

Vaughn holds a Master’s Degree in Computer Science and his personal interests include the advancement of children’s education – particularly around science and technology and the mentorship of fellow employees.

Data Executive

Hendrik Blignaut

Hendrik has been with Altron for 23 years and has been instrumental in building one of the pre-eminent data practices in the country.

Hendrik holds a Master’s of Science in the Management of Technology and Innovation, (Cum Laude). His Data team’s business accolades are also impressive, winning four awards in 2018 which included two Vodafone International awards for most innovative visualization and most innovative process evolution.

Finance Executive

Matthew Klaas

Matthew Klaas is a Finance Professional with a wealth of knowledge of over 10 years business experience gained in the Pharmaceutical (Manufacturing), Auditing (Internal and External) as well as Engineering Industries. He has worked for corporates such as Consolidated Infrastructure Group Ltd and Consolidated Power Projects Energy Solutions (Pty) Ltd and Aspen Pharmacare Ltd.

Matthew’s key areas of expertise include Financial planning and control, governance and risk management. He is a firm believer in continuous improvement. He holds Bcom (Hons) CTA from UNISA, an MBA from the NMMU and is a Chartered Accountant.

HC Executive

Phumzile Hlatshwayo

Phumzile Hlatshwayo has a wealth of knowledge in the Human Capital arena with experience garnered from large corporates such MTN SA, Netcare and SAMRO to mention a few.

She holds a BA in Industrial Psychology, Diploma in HRM, BA Honours in Industrial Psychology, Post Graduate Diploma in Public Administration and Post Graduate Diploma in Counselling. Phumzile is a HR Practitioner with the South African Board of Personnel Practitioners.

Sales | BD Executive

Ross Matthee

With a career spanning twenty years in the IT & Telecommunications and Financial Services Industries, Ross has been on a continuous growth curve.

He prides himself on his mantra of… “If I am not learning… I am not earning”. Given the opportunity to work for some of the industry giants – IBM, Deloitte & Touche, Alcatel Lucent, Virgin and Altron has afforded him the opportunity to take global initiatives and localise them for the South African market – whether in technology or services, strategy or execution his focus is result driven.

Ross’s passion now sits in making digital real – and for any of you out there who have embarked on a digital transformation program, you will know exactly what this means. Give him a call and engage on all things Digital and Telecommunications, especially if you are grappling with “What next?”.

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Altron Systems Integration

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