At Saicom, weโre proud to partner with QContact, our omni-channel contact centre platform provider, to bring another industry-first innovation to the South African market.
QContact has become the first Contact Centre as a Service (CCaaS) provider globally to launch integrated WhatsApp voice calling. Saicom is making this feature available to our Omni-Contact clients immediately.
With WhatsApp being South Africaโs most used messaging platform, the ability to offer seamless voice calls via WhatsApp directly within the agent desktop is a game-changer for customer experience. This new capability enables agents to place and receive WhatsApp voice calls natively within QContactโno third-party tools, no switching tabsโjust streamlined, secure communication in a single pane of glass.
โThis is not just an integration; itโs a fundamental shift in how brands and customers communicate,โ says Michael Ziervogel, Head of Saicomโs Collaborate Business Unit. โWeโre excited to be at the forefront of this global innovation with QContact.โ
Why It Matters:
- Instant Customer Reach: Engage customers on their preferred platform without requiring them to install new apps or dial a number.
- Agent Efficiency: Reduce friction and improve resolution times by keeping all interactionsโvoice, messaging, email, and socialโwithin one platform.
- Compliance & Call Recording: As with other voice channels, WhatsApp voice calls can be recorded, logged, and analysed through QContactโs built-in compliance tools.
WhatsApp voice calling is just the latest in a series of cutting-edge capabilities within Saicomโs Omni-Contact solution, which already includes:
- WhatsApp, SMS, Email, Webchat, and Social Media Messaging
- Built-in AI for routing, analytics and agent assist
- Seamless CRM integrations
- PCI-DSS compliant payments
- Workforce management and employee engagement tools
At Saicom, weโre committed to evolving the way businesses communicate with their customersโand with this latest advancement, we’re once again raising the bar.
Interested in enabling WhatsApp voice in your contact centre? Contact us today to book a demo of our Omni-Contact platform and see it in action.
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