Interscope Technologies

Interscope Technologies was created in the year 2000 as a primary support partner for Telkom SA/ BCX for all contact centre technology supplied by Aspect Software/ SMARTZ/ Mitel.

During 2017 the company underwent a rebranding exercise and changed the management structure to fit in with customer requirements – focusing more on operational and managed services. This was beneficial for both Interscope and our customers as we function as an operational partner to our customers, rather than just as a supplier.

B-BBEE

Interscope Technologies was established as a 100% black owned and managed technology company that complies with the B-BBEE guidelines of South Africa. It has been our focus to ensure skills development, transfer and to ensure inclusion of previously disadvantaged individuals in the technology field.

Market Approach

Partnerships with Customers

Interscope is moving away from the traditional supplier-customer model into partnership and managed care solutions. We have found that due to the operational, technical, and economic pressures, our solutions cannot just be dropped and left. Partnerships with KPI’s dashboards and strong reporting solutions are at the core of our partnership model.

Strategic Managed Services

Collaborating with customers we have also realized the need for “outsourced” or strategic managed services that must integrate into the bigger Customer Engagement Strategy. Interscope has the capability to take over certain segments or the complete operational management of contact centre systems and to collaborate with customer engineers, specialists, and management. Supporting multiple customers with strong technical resources improves service delivery as well as skills transfer to the operational team.

Product Partnerships

• Smartz Communications

  For years, businesses in South Africa and globally have emphasized the need to bridge the gap which exists between their customers and their services. With the advent of social media applications, which created a new sphere of interaction for customers to connect with companies, this gap has been ever increasing. However, as important as this new realm of communication is, companies have been unable to harness this power to create more effective and beneficial relationships between themselves and their customers. With the increasing need in the industry for this connection, Smartz Communications developed Smartz Suite, which not only improves current interactions for customers, but it also makes future communications more attractive. The features of Smartz Suite target areas which are currently causing businesses unnecessary stress and hindering their customers’ experience. Communications are managed centrally, supported by a suite of reports, dashboard, and individual work queues. The software facilitates bulk communications at reduced costs and empowers users to have a consolidated view of outstanding communications, whilst ensuring that interactions are not lost. The objective is to engage with clients in their preferred method of communication. Smartz Suite is embracing the meteoric rise in social media as a communications tool in an ever-changing society.

• Mitel

  Mitel is an international provider of Contact Centre solutions, Interscope became a partner to provide their unique analytical offering. A global market leader in business communications powering more than two billion business connections, Mitel helps businesses and service providers connect, collaborate, and provide innovative services to their customers. Our innovation and communications experts serve more than 70 million business users in more than 100 countries. Today, we all want a workplace that not only delivers an exceptional customer experience and supports business growth, but also attracts new talent, and engages and enables employees one that delivers increased efficiencies, greater productivity, and faster ROI. Whether it’s having the power to choose a unified communications solution that’s fully interoperable with your existing systems, or the power to choose how you’d like to be supported in nurturing a culture of flexible working, it’s choice that makes the difference. At Mitel, we’re able to offer you choice by being more agile than anyone else. We work on any network, adapt to legacy systems, and partner with businesses to drive change with tailored application software solutions. With this flexibility, we can give you more control in how you want to work, provide you with greater freedom when it comes to collaboration, and offer you better opportunities to gain experience.

• XIB Solutions

  XIB Solutions prides itself in developing cutting-edge quality software for large enterprises within record time. We cover our bases by applying long-term strategizing to everything we do, making our solutions lasting and durable. With more than a decade’s worth of experience in developing and implementing solutions, we strive to protect existing IT infrastructures and investments by ensuring that the fast-evolving business’s needs are met swiftly. Because of our long-term approach that makes sure that our solutions stand the test of time and remain valuable to our clients for many years after they’ve been implemented, companies like Vodacom choose to collaborate with us.

• Resolve.io

  Resolve Systems helps enterprise technology teams worldwide achieve agile, autonomous operations with an industry-leading intelligent IT automation platform. With more than a decade of automation expertise, Resolve’s solutions are purpose-built to address challenges posed by increasing IT complexity. Organizations use Resolve to automate IT operations, service management, network operations, cloud operations, discovery and dependency mapping, event management and remediation, and enterprise orchestration. Resolve enables organizations to maximize operational efficiency, overcome labor shortages, reduce costs, quickly troubleshoot, fix problems, and accelerate service delivery. Resolve is majority-owned by Insight Partners, a leading global venture capital and private equity firm investing in high-growth technology and software companies.

Services

• BCX Integration and Contact Center Managed Services

  Interscope has been consulting and implemented Managed services with integration services using bespoke APIs to connect currently installed software and contact centre services to a centralized system. This engagement is focused on automation using the latest RPA and chatbot automation technology including full self-service functionality on social media and conventional contact centre communication methods including voice, email, webchat, and SMS. Interscope also is the preferred partner to Manage all BCX Customer First Center communications. Interscope has teamed with BCX to provide End User support Desk Services for Eskom SOC known to Eskom as the IT Care Desk. Interscope believes that to be fit for the future you need to ensure that the reporting be it real time or historical needs to be seamless and painless. Interscope has partnered with Smartz Communications to deliver Smartz Communications Suite and CallBi speech analytics platform as the telephony platform that enables contact centre and back-office telephony needs.

• Eskom SOC Client Contact Center Turnkey Solution

  Interscope provides Eskom SOC with a complete, software-based, unified platform that helps enterprise contact centers deliver remarkable customer experiences across every conversation and every channel – through a single, elegant software platform. Highly available over a multi datacenter architecture which ensures availability without degrading performance, capacity, and functionality. For Reporting and Analytics Interscope provides AI driven analytics and delivers actionable data insights. Rapid report development and the ability to share insights within the organization. Interscope provides leading quality assurance, a learning management system and asset management solution that addresses all contact centre needs.

• Old Mutual Zimbabwe

  Interscope provides Old Mutual Zimbabwe with a complete, software-based, unified platform that helps enterprise contact centers deliver remarkable customer experiences across every conversation and every channel – through a single, elegant software platform. Highly available over a multi data center architecture which ensures availability without degrading performance, capacity, and functionality. For Reporting and Analytics Interscope provides AI driven analytics and delivers actionable data insights. Rapid report development and the ability to share insights within the organization. Interscope provides leading quality assurance, learning management system and asset management solution that addresses all contact centre needs.