Company Profile

MTechSA was formed in July 2001 out of a skills pool of Telecommunications orientated System specialists that, combined, offered more than 150 years' experience and service in the Telecommunications industry. Collectively the team has been responsible for over 17 call centre implementations.

MTechSA also has sales representation via Dealer Partners and Sale Alliance Partners.

Having secured a partner alliance with Avaya in Southern Africa, our team has since 2001, established MTechSA as a competent systems solution provider and has installed numerous Call Centre Solutions and Telecommunication Solutions.

Our Commitment → We understand the imperative under which telephony places real time stress on business and the ever present challenges it presents to deploy state of the art solutions to improve overall voice and other media communication, staff productivity and general efficiency. We believe that the combination of skills, approach and experience makes our team at MTechSA uniquely qualified to meet the customer’s needs for a strategic improvement program that will offer improved telecommunication services and reliable support.

Our Capabilities → Our principal, Avaya is a global leader in business communications systems. It is also one of the most successful implementers of mission-critical business improvements and technology solutions. With Avaya’s product solutions the MTechSA team is able to deliver measurable, value-for-money service offerings. Our Clients are able to derive business benefits from improved staff productivity, increased organisational effectiveness, and better, more open business through the strategic use of these deployed voice technology applications.

Our Approach → One of the reasons our team makes so much sense is that we share common values about working with clients. At MTechSA, our core values are excellence (innovation, agility, and learning), teamwork (working in partnership with clients and colleagues) and leadership (leading with clients, not leading clients, and thought leadership). At MTechSA, our client relationships are built on shared responsibility, knowledge sharing, active innovation and access to expertise. In short, we place a heavy emphasis on working closely with management and staff at the Customer: involving them from the beginning in detailed project planning; advising them in our tools and methodologies. We work this way for three reasons. First, we find the implementation process much more satisfying when we work closely with our customers. Second, the customer’s staff understands their business process and methods far better than we could. We are able to bring international, other industry, other company and best practice insight. The customer’s staff can temper that theory with reality. Third, the most successful implementations are those where customers are involved early and often.

Our Investment in the Relationship → MTechSA views every corporate customer as a true "flagship" customer. In light of the value we would place on these relationships, as well as the strategic importance of a Voice network project to all of our business partners and organizations, we are prepared to make a significant investment of time and resources. If the customer’s selection team considers it appropriate, our project leadership team would welcome the opportunity to provide additional detail regarding our proposed approach and compare our offered solutions, so that both of our organizations are confident that the best business arrangements are effected.
We believe that our project teams and the global support resources available to support our teams bring the customer a winning combination of approach, capabilities, product selection and commitment to ensure success.

CUSTOMER CARE SOLUTIONS

MTechSA recognizes that customer focus and service is the key to sustaining a successful business relationship but is equally aware that a customer centric implementation requires a comprehensive strategy, carefully designed business practices and integration with existing applications and contact channels. The Contact Centre solutions offered by MTechSA are based upon best-of-breed products, consultancy and implementation.
MTechSA’s composite Customer centric focus satisfies several customer relationship criteria, including

• Access and service delivery across all channels (call centre, Web, SMS, sales and service departments, and partners);
• Providing a holistic client view
• Seamless integration of the front office with a multitude of disparate back-office systems
• Flexibility to adapt to unique and continually evolving business requirements

APPROACH

The choice of the recommended solution will be made only made after the needs of the customer are understood.

• evaluate and implement strategies to optimize the use of the facilities
• share benefits with customers which will be used to reduce the operating costs of the customer
• global best practices and local know-how, which will assist in the management and in the ultimate success of the project
• single point of responsibility which includes the provision, maintenance and support of the complete system

BUSINESS TELEPHONY SOLUTIONS

The convergence of data and voice in telecommunications systems is creating a growing buzz about voice over IP and the cost reductions it can bring. The migration path is littered with problems of interoperability. The question is always asked, when is the right time to deploy this new technology and enjoy cost benefits? For almost every company the drivers will be different. We have the expertise and knowledge to assist in providing a migration roadmap for companies seeking to realize increased utilization of telecommunication networks at lower costs.
We offer sophisticated VoIP and ISDN voice platform solutions with unified messaging and integration to computer networks. Our Contact (call) Centre applications extend from Interactive Voice Response to mission critical emergency services with full multi-media access and skills based call routing to agents.
We are able to design, build and provide professional guidance and assistance to companies needing to deploy full web based call centre architecture.
Whilst we specialize in the provision of services to customers who have over 200 extension users we also market our call centre offerings to clients with the need for as few as 5 agents. The Voice Platform systems can be remotely managed and offer integration to IT infrastructure support technology.

PRODUCT SUPPORT CAPABILITIES

MTechSA is a specialised solution provider to the business Telecommunications sector and has a staff complement of more than 30 employees, offering a 24-hour, 365-day after-sales support service to our customers.

OUR STRENGTHS AND ADVANTAGES

• System engineering and design expertise both in-house and within our alliance partner group
• Specialised skills and experience in converging communication technologies (IP telephony, SMS interactive solutions for payment and information messaging)
• Experienced and proven project management capability
• Strong alliances with world leading technology suppliers and vendors, such as,
• Avaya, Far South Networks, PegaSystems, Patton/Inalp, NEC-Philips
• Proven track record with new and existing installations in SA
• Flexible business approach to support
• Good understanding and experience of training and support of large voice and data installations

SKILLS SUMMARY

• Telecommunication and Network infrastructure establishment Call Centre consultation and planning for integration
• Voice logging (BRI,PRI, VoIP and Analogue trunk systems with CTI integration)
• Voice networking SiP and Qsig within heterogeneous systems (Avaya, Patton, Far South Networks )
• Data networking (Mikrotik Radio Networking, Data reticulation and small server management)
• CTI integration first party call control (own product plus Com4Tel)
• Voice and data integration with VoIP for on-site and inter-branch connections (Patton/Inalp and Avaya-Tenovis NEC-Philips)
• Call Centre implementations
• Management information systems
• Customer Relationship Management Systems ( PegaSystems )

ELEMENTS CRITICAL TO SUCCESSFUL CUSTOMER SUPPORT

MTechSA Customer Support has identified four basic operational elements which, if correctly addressed, result in successful Customer Support:

Technical Training → Technicians receive comprehensive training on new products and specialised update training courses for our staff are conducted on a regular basis.

Spares and Tooling → It is important that stocks of spares are maintained at levels where an acceptable balance is achieved between availability of spares and costs of stockholding. MTechSA constantly monitors, and where necessary, adjusts its spares holding to deliver optimum service at reasonable cost to the Customer Spares repair "pipelines" are designed to be as short as possible thereby further minimising cost and "down time" elements.
Sophisticated products such as those supplied to the market by MTechSA can require the use of equally sophisticated maintenance equipment. MTechSA's policy is to ensure that Customer Support staff are supplied with and trained in the use of this maintenance equipment.

Staffing → This is perhaps the most important of the four elements critical to a successful Customer Support Organisation. MTechSA is striving to put in place Customer Support staff are recruited not only for their technical skills and qualifications but also for their interpersonal skills. Understanding the customer’s problem is often not so much a technical aptitude to diagnose but an ability to listen intuitively to the problem’s description. If we cannot interpret the problem correctly then we will have great difficulty in resolving the issues. Staffing levels and the skills mix are constantly reviewed thereby ensuring that the correct number of appropriately skilled personnel is available to meet the needs of our Customer base. In similar vein to the previously mentioned spares holding principle, staff levels need to be balanced in order to achieve optimum service levels at a reasonable cost to the Customer.

Customer Training → MTechSA employs external SME companies whose specific function it is to train the PABX user. Clearly, it is important that users understand and use the equipment correctly so that maximum benefit can be derived from the host of features available on from the equipment or applications supplied.

LARGER REFERENCES SITES

MTechSA has been successful in implementing voice solutions including Call Centre solutions for the City of Johannesburg with networked PABX’s Johannesburg City Power Networked system with Call Centre, Pro Sano Medical Aid, PHD Logistics Contact Centre, Afrisam Cement (ex Holcim) Call Centre and PABX, Vodacom Lesotho Corporate Direct project with Call Centre, Klerksdorp Emergency Services Call Centre, CapeSpan, Fairheads Financial Services, International Trimmings and Labels, Schonenburg retirement complex. Up until September 2009 we have deployed more than a 800 systems as either our own sales or assisted our Dealers and Partners with projects

IN CONCLUSION

MTechSA understands the needs of its Customers and makes every effort to contribute to the success of the Customer’s organisation through the supply of leading edge technology equipment and the on-going efficient support thereof.