Integration and automation
illation is an accredited:
- Flowgear Reseller
- Flowgear Certified Implementation Partner
About illation
illation has a long history of providing CX and communication solutions within the South African market. Initially operating under a different name, illation was acquired by Pivotal Data in 2018 and registered as a new business entity at the time.
At first, illation’s main service offering was built around CX-focused AI analytics. Since then, we’ve expanded our product portfolio to address different customer pain points, allowing us to offer our customers an end-to-end solution.
illation’s expansion was further facilitated by our agreement with ATIO in December 2019. At the time, ATIO was under business rescue and the agreement allowed illation to take over customers and staff from the company. In doing so, we’ve been able to broaden the skillset within our team with top talent. With our new team, we’ve been able to expand rapidly – as we have an increased ability to offer a broader range of products and services to a wider spectrum of customers.
illation Services / Products
| Zendesk | illation is an experienced cloud provider that assists customers with their digital strategy in bringing interactions into a single pane of glass, customer journey and valuable business insight to customer engagements. |
| Business Services | illation`s world-class Business Services are an extension to our solution offering, focused on agility in adding value. This enriches our market offering so that we can integrate and automate business functions with regard to customer interactions and develop application services to execute business logic within the Contact Centre environment and Back-End applications. |
| CCoD | illation Contact Centre on Demand is a cloud-based, fully managed, functional contact center PBX solution that replaces the need for onsite PABX infrastructure and management. This robust cloud-based telecommunications platform utilizes the most advanced, next-generation contact center IP PBX software on the market. |
| VoD | illation’s all-encompassing modular solution provides a turn-key offering that is delivered on a managed Hosted platform for all basic or enhanced IP PBX needs. Built on a proven open and standards-based architecture that enables high performance with simple integrations, which removes the limitations of technology silos and negates the need for rip and replace implementations. This offers a single point of administration and a comprehensive feature set. |
| Avaya | Avaya Aura® extends, enhances, and integrates our industry-leading Communication Manager, data, video, and telephony solutions with new capabilities, simplified packaging, and a SIP-based architecture. Avaya Aura® is a natural evolution of our open, reliable, and extensible IP-based communications and collaboration platform. The session-based architecture centralizes applications and allows the shift from calls to sessions and from the system to the profile and needs of the end-user, regardless of location. |
| Analytics | illation provides top-class analytics solutions for a variety of applications, allowing you the ability to collect valuable information across the whole customer journey. Our solutions cater for the following: Speech-to-text automated transcription Workforce engagement management (WEM) Omnichannel analytics support across voice, social media, email etc. |
| CRM & Ticketing | Through the power of omnichannel, you don’t need to limit your customer interactions to a single platform. Modern consumers expect to contact you and receive support on any platform – whether it be social media, email, voice or via web chat. If your business is available on a channel, customers will be reaching out to you and demanding support. Live up to customer expectations via an effective communications system and integrate all queries via a single helpdesk – a powerful tool allowing agents to track customer interactions efficiently. |
| Productivity & Automation | Discover new ways to automate and facilitate tasks through innovate technologies that keep your company operating effortlessly. Improve efficiency and maximise your team’s abilities. |
| Digital Transformation | Through illation's digital transformation services, we aim to help businesses employ technology to automate, simplify and facilitate various business processes, especially within the CX space. |
Domain Expertise
illation has domain experience with the following applications/products:
Amazon Web ServicesMagentoMicrosoft AzureMicrosoft SQL ServerMicrosoft TeamsMySQLPostgreSQLSalesforce CRMSharePoint OnlineShopifySlackTwitterWhatsApp MessengerZendeskContact CentreUnified CommunicationsSIP ProviderIndustries
illation services the following industries:
- Education
- Financial Services
- Healthcare
- Insurance
- Manufacturing
- Public Sector
- Retail
- Telecoms
- Transportation
Local offices
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South Africa: Gauteng
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South Africa: Durban
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South Africa: Cape Town
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