en.Wedoany.com Reported - South African wholesale telecom provider iMobility has launched a unified, multi-tenant, redundant, and highly scalable platform to help contact centers across the country scale their operations. Company founder and CEO Nazier Adam stated that the local contact center industry is growing rapidly, particularly in the Western Cape, where a weak currency and local skills advantages make South Africa attractive to international entities.

As local contact centers expand their operations, many are turning to cloud-based solutions and operational expenditure models. Adam noted that traditionally, South Africa lacked the fiber and wireless networks needed to meet the demands of high-capacity cloud contact centers, but coverage has significantly improved in recent years, with costs declining. Larger contact centers and telecom providers are shifting from capital expenditure to operational expenditure models, often within their own environments to ensure compliance and control. For such clients, iMobility offers carrier-grade unified communications and contact centers under an operational expenditure model, equipped with a single management dashboard. For mid-sized and large contact centers, MobiContact is an enterprise-grade cloud-hosted Contact Center as a Service (CCaaS) and CRM integration platform that manages support services for web, mobile, and desktop applications through a single interface.

The iMobility platform boasts over 10,000 unified communications and contact center seats, spanning multiple industries. The platform is trusted for its reliability, scalability, and high level of customer service. Adam stated that this is a next-generation platform because it offers WebRTC, allowing users to log in via a web browser, along with Windows and Mac desktop software and mobile clients. Due to its cluster architecture, the platform can scale horizontally by adding more hardware as needed; the multi-tenant architecture provides virtual segmented instances for different types of contact centers, each offering white-label services to partners, licensees, and resellers, with each reseller able to have its own brand within the platform.

iMobility emphasizes the platform's user-friendliness and service experience, enabling customization and personalization via APIs and Webhooks for rapid integration, and offering expert customization and development services. MobiContact seamlessly integrates natively with key CRM tools such as Salesforce, Zoho, Zendesk, Odoo, and Hubspot, providing agents with a unified interface to view customer profiles and provide support without logging into multiple platforms. The platform incorporates strict security measures, including firewall isolation, Fail2ban to prevent unauthorized login attempts, and geo-locking, along with site redundancy and geographic redundancy to ensure reliability and uptime. Adam stated that the company provides partners with high-level access to expert skills, ensuring full support when needed.