Mateen is a Civil Engineer graduate from Cardiff University, UK, with a diploma in international hospitality operations from the Emirates Academy of Hospitality Management, EAHM, Dubai, UAE. He became an entrepreneur at the age of 23, in the year 2013, co-founding a successful Telecommunications business, Sawa International, in the United Arab Emirates.
Subsequently Mateen founded Calltronix Contact and Training Centre, a contact centre and business process solutions provider based out of the East and Central African region.
Calltronix has now partnered with Loway to complement his existing business model and provide Queuemetrics and Wombat dialer solutions to customers within the East and Central African region.
For more information please refer to Calltronix's Corporate Website at: www.calltronix.co.ke
Mateen Karim Premji, Managing Director of Calltronix.
Q: Could you please summarize for our readers your company profile, your target customer and reference market?
Calltronix contact and training centre is a business process automation and telephony company based out of East Africa. Our focus has been to target regional corporate's.
Q: What kind of benefits do you experience using and selling QueueMetrics and WombatDialer?
Since we engage with Queuemetrics and WombatDialer at the contact centre, we understand the product well. A very powerful and robust platform that is very easy to use and manage.
Some of the features we use extensively include the real time wallboard and dashboard, reporting, predictive and reverse dialing, Automatic recall scheduling as well as the on screen QA.
The flexibility and support has also been key to our success as a contact centre. After using the systems for two years we are now a reseller. Need I say more?
Q: Could you give me an example of how you have dealt with a customers critical issue using QueueMetrics or WombatDialer?
Our customers consist of varying industries, from manufacturing to automobile, to Actuaries and Insurance to Food Deliveries.
Regardless of the type of industry, and varying operational requirements of our customers, they have all benefited from improved accountability, productivity of their agents and visibility on their pain areas.
A critical issue that resonates among all our clients prior to using Queuemetrics and wombat is the lack of accountability and visibility, for example, knowing whether sales have been dropped or customers called back on time.
Q: What are the key factors which make a successful Asterisk based call-centre?
I believe the stability of the platform.
In the last two years, we have never faced any issues working with Queuemetrics and Wombat Dialer. The flexibility to develop dial plans if required and not having a closed system is key to the success of any Asterisk based call-centre, in my view.
Q: Mr. Premji, what’s your view on the Asterisk call-center industry future in the next two years?
For the region we work in, many corporates still utilise analogue phone systems.
Although telephony is not a large priority, cloud based options will become more popular as companies look to become more efficient and switch away from their conventional phone systems.