Africa-Press – Zimbabwe. STATE-OWNED telecoms firm TelOne has launched its 201-seat Omni Contact Centre, a new mobile platform designed to improve customer engagement by facilitating interactions between consumers and service providers.
The Omni Contact Centre integrates various communication channels, including voice calls, email, live chat, social media, and AI-driven self-service options, alongside analytics tools.
This launch is part of TelOne’s broader strategy to leverage technology for improved services.
Recently, the company also introduced TelOne Connect, a transactional wireless service aimed at enhancing call functionality, signalling its commitment to becoming more competitive in the digital marketplace.
Speaking during the Omni Contact Solution launch, Information Communication Technology, Postal and Courier Services minister Tatenda Mavetera said the launch signified the commitment of TelOne in developing the technology and digital infrastructure in the country.
“The launch of the Omni Contact Centre is a significant development in enhancing customer service in Zimbabwe. This innovative initiative is expected to create job opportunities for youth, foster essential digital skills and improve service delivery across sectors,” she said.
“By adopting a modern omni-channel system, TelOne aims to position Zimbabwe as a competitive hub for digital outsourcing, while also providing local businesses with new opportunities to connect with global markets.
Omni Contact Centre will enable organisations to consolidate all customer interaction channels—including voice, email, social media, chatbots, and mobile applications—into a unified platform.
This integration is vital for meeting the expectations outlined in Client Services Charters, which prioritise quick response times, transparency, consistency, and accessibility.
Mavetera added that the official commissioning of TelOne Omni Contact Centre signifies a pivotal milestone journey towards national progression and development.
“The establishment of this state-of-the-art contact centre serves as a crucial enhancement to TelOne’s service delivery capabilities, fostering better communication, engagement, and connectivity for our citizens.
“It embodies our commitment to leveraging technology to improve the quality of services available to the public and businesses alike,” she said.
“As we inaugurate this significant facility, we are not just celebrating a new physical space; we are laying the groundwork for a future vibrant with possibilities, a future where technology acts as an enabler for progress and development across all sectors of our economy.”
TelOne chief executive officer Lawrence Nkala the Omni Contact Centre indicates the company’s commitment not only in providing communications services, but to deliver technological solutions
“The Omni Contact Centre represents a strategic shift from being just a communication services provider to becoming a big delivery network customer experience partner and a business process outsourcing hub that supports local and international clients,” he said.
“This facility positions TelOne to participate meaningfully in the consumer experience, business process outsourcing and call centre sales market, an industry growing globally and presenting an opportunity for the market to create employment, export services and gain foreign currency.”
He added: “TelOne strategy is to rebuild and repurpose vast real estate assets the business has to generate new revenue streams.
“The empty spaces were made available as a result of equipment and food technology that consumed their space.
“The 102-seat Omnicontract Centre is dedicated to ending multi-client inbound, outbound services and digital services and the centre is available for both local and international clients. As the ICT landscape evolves, so must we.”
Zimbabwe National Roads Administration (Zinara) head of corporate communications & marketing Tsugie Manyeza, one of the users of the platform, said the Omni Contact Solution comes as a solution to the problems that are currently being faced by many companies as clients now believe in fast interacting with their services delivery.
“Now the dynamics in the market is that our customers now require faster, instant, more hands-on responses to their enquiries, and this has become overwhelming,” Munyeza said.
“So we learned a fundamental truth. People still want to talk to people. And I think when we’re taking the toll, that was also emphasised.
“People still want to connect with people. They want that human connection. They want assurance. They also want immediate clarity.
“Our social media platforms have also been flooded with queries. So while we had dedicated teams to respond to these, our response times were not meeting the standards that we or our clients deserved. So our deepest desire is to be a partner for progress.”
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