NECOR

Bicom Systems’ challenge was to provide NECOR with an appliance that would be able to handle all of the calls throughout the election and any unexpected spike that may arise with that. NECOR needed a solution immediately despite being on a tight budget.

After being chosen to serve the ECZ, NECOR turned to Bicom Systems for a solution. Aside from the challenge of providing a reliable appliance, Bicom Systems had to adapt to an unfamiliar environment and service provider settings. Zamtel, the incumbent service provider in Zambia, used settings that are not commonplace in other markets and with which Bicom Systems had not worked before. It was a steep learning curve in a short amount of time.

In addition to the technical challenges, the pressure and excitement of the election was confirmed as riots broke out over late returns. The Electoral Comission had to assure citizens that they were ready for queries, comments, and suggestions. PBXware instilled confidence in the Zambian people that the ECZ was indeed in touch with them; had it not, the consequences could have been fatal.

Finally, Bicom Systems needed to supply a solution that could be quickly learned by new hires. The time constraint was most acute for the supervisors and agents who would be temporary hires for the election period.

The result was an affordable product for the Electoral Commission of Zambia that met their expectations and facilitated a successful election process in Zambia. The Call Center features were abundant but user-friendly. It took only a week of training to master the system and new hires were able to learn quickly.

Bicom Systems surpassed all competition by providing a solution with as many (if not more) features at an affordable price. Furthermore, the election in Zambia went smoothly thanks to a strong telephone system that could withstand the dramatic increase in calls.

The election happened fairly and with the incumbent accepting the result of his loss. This is a huge success for both Bicom Systems and for NECOR, who has expanded greatly since partnering with Bicom Systems. With this successful partnership created, the sky is the limit, so to speak, for both Bicom Systems and NECOR Zambia Limited.