Migrating to Genesys PureConnect, Future-Proof Rewardsco Contact Center

Dwane Farquharson, Chief Technology Officer at Rewardsco.

As a leading provider of outsourced sales, distribution and after-sales support services to local customers in the finance, insurance and telecommunications industries, Rewardsco Sales draws on its contact center technology and highly skilled and knowledgeable staff to achieve campaign goals for clients, as well as the company’s own sales initiatives.

“Rewardsco sells services, including upgrades and migrations, as well as upsells and cross-sells on behalf of the three major mobile network operators in South Africa, as well as numerous customers in the insurance,” said Dwane Farquharson, Chief Technology Officer. Officer at Rewardsco.

“We also sell our own product line and provide an end-to-end outsourced after-sales service offering.”

Farquharson attributes the company’s success in the marketplace to the company’s advanced technology infrastructure and focus on sales force training.

Rewardsco’s outbound contact center operation supports three divisions: a BPO operation that dials on behalf of customers to generate leads and sales, an internal division that sells directly for Rewardsco, and direct sales support for digital sales inquiries received directly from Rewardsco. Mondo.co.za e-commerce site as well as digital partners across South Africa.

The Outbound Contact Center currently supports 1,238 agents using the Genesys PureConnect solution to make about 150 calls per second and about 1,000 calls simultaneously.

“We initially ran TouchStar Call Center software on-premises, but chose to migrate to Genesys when we lost direct support from the local service provider,” Farquharson says.

Rewardsco selected Pivotal Data to deliver on the company’s strategic contact center transformation ambitions. The need to customize various outbound dialing capabilities meant that the implementation evolved over time to incorporate the necessary functionality.

Karl Reed, Director of Solutions at Pivotal Data.

Karl Reed, Director of Solutions at Pivotal Data.

“We developed a bespoke front-end interface that serves digital scripts, tracks how far agents are getting into scripts, identifies pain points and refinement requirements, and provides other call insights,” says Farquharson. .

“Our need for integration into the Genesys solution was critical to the success of the project, and Rewardsco’s internal development work on the Interaction Center Web Services (ICWS) integration layer in Genesys PureConnect ensured our success.”

Farquharson, however, recalls that the implementation encountered some problems initially as ICWS was not yet an established platform to integrate the outbound dialer with bespoke web pages.

“It was a big learning curve for us, but since ironing out that aspect of the integration, everything has been smooth,” says Farquharson. The team continued to build capabilities and add new features, such as real-time digital lead processing.

“We must meet various qualification criteria from different credit providers before we can implement live inserts into the dialer to meet regulatory compliance requirements,” Farquharson continues.

Previously, the dialer team would get pre-profiled lists of data, load them once, then let the solution run. However, we have now developed the ability to insert lists into the dialer throughout the day, which has significantly improved operational efficiency, productivity and user experience on our digital platforms.

The Genesys PureConnect contact center solution has also enabled Rewardsco and Pivotal data to easily adapt and respond to level five lockdown restrictions in 2020.

“We enabled 360 agents to work remotely during the lockdown to maintain business continuity by remaining on the PureConnect dialer. We simply set up a reverse billing APN and VPN and broke out internally as if the agents were on our premises.

The team continued to build Rewardsco’s contact center capabilities. For example, Pivotal Data has integrated a locally developed speech analysis solution that can analyze local language phonetics.

“The solution allows us to feed all the conversations happening on PureConnect into our analytics engine to meet quality assurance and compliance requirements.”

Pivotal Data has fully automated the voice analytics feature so that no human intervention is required to feed the data into the analytics engine.

Rewardsco can now process voice data in near real-time and the platform pushes data continuously throughout the day into the data analytics engine without jeopardizing platform or solution stability. .

Rewardsco currently uses recordings for profiling and training purposes, with the ability to segment sales interactions by engagement and not just by call, as a sale can often span multiple calls or interactions.

Rewardsco needs a complete view of every conversation to meet compliance and contractual requirements with customers, and plans to integrate the feature into real-time training in the future.

Based on the many business and operational benefits realized from the transition to the Genesys PureConnect contact center solution, Farquharson affirms Rewardsco’s intention to remain on the platform.

“As one of Genesys’ premier partners in South Africa, with our unrivaled implementations and support consistently recognized with regional OEM Partner of the Year awards, we are uniquely positioned to support the operation of the Rewardsco’s contact center,” said Karl Reed, Director of Solutions at Pivotal Data.

“Our proven ability to effectively integrate Rewardsco’s custom-built solutions and our own set of solutions ensures that we are ready to meet our customers’ contact center modernization requirements, now and in the future,” adds Reed.

“At our scale, PureConnect is the best platform for us. We also intend to stay with Genesys due to the solution’s ability to handle a high call-per-second rate. The voicemail detection capabilities are also brilliant, and we’ve successfully implemented per-agent lead capture, which streamlines operations and improves performance,” says Farquharson.