The Call Centre Gets Smarter

The Call Centre Gets Smarter


The brainchild of entrepreneur brothers Ryan and Dayne Falkenberg and their business partner Mark Pederson, Clevva has cracked the proverbial code when it comes to overcoming human shortcomings in a call centre environment.

This home-grown technology is the first of its kind in the world and leverages the strength of people and technology to create an incredibly simple and easy to use platform that can be used in a variety of different applications – ranging from call centres through to mobile sales and service.

“Call centres have become a major employer of school leaving South Africa. However, the industry is in desperate need of a solution that can enable an agent to effectively sell or service a wide range of products, and apply a variety of business processes, without having to first complete extensive training.

Clevva effectively acts like an online expert for an agent, helping them diagnose the client’s need and automatically identifying the right solution, be it a product or technical solution. This means the agent can spend their energy focusing on optimising the client experience, not trying to memorise product, technical or process details”, says Ryan.

Clevva is able to navigate users through every step and response received by customers, call centre operators can now focus on the needs of their clients and being brand ambassadors of the company they represent.

Award-winning innovation

Clevva recently received the Business Process Enablement South Africa’s (BPeSA) industry award for Best Innovation for 2012.

At the awards ceremony, Minister Alan Winde, MEC for Finance, Economic Development and Tourism in the Western Cape, noted the importance that innovation will play in driving both job creation and growth in an industry that has just been awarded the top global outsourcing destination for contact centres.

Clevva is one of four technology companies in the running for the prestigious IBM Start-Up Award.

Alison Job
Alison Job holds a BA English, Communications and has extensive experience in writing that spans news broadcasting, public relations and corporate and consumer publishing. Find her at Google+.