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The experience your customers deserve

Your customers are making decisions based
on interactions your team can't always see. 
We give your agents full context, your leaders
real-time visibility, and your organisation the tools
to turn every interaction into a reason to stay.

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The visibility your
business needs

Customer Experience Reinvention unifies your contact centre, CRM, and digital channels into one seamless operation. This gives your agents full context the moment a customer connects, and your leadership real-time visibility into performance.
 
We've cut average handle time by nearly 400% and given one of South Africa's largest retailers deep visibility into their customer experience. We built the integration between contact centre and CRM platforms that nobody else in this market has, and we've done it across retail, financial services, insurance, telecommunications, broadcasting and entertainment because we understand your industry's rhythms and your technology.
 
Furthermore, we tie our commercial model to your outcomes, rather than being based on hours or effort alone.
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The experience your customers deserve.
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What this looks like in practice


Three capabilities that work together to close the gap between what your customers experience
and what your business can see.

Digital CX and omnichannel

Every channel, be it email, voice, chat, or WhatsApp is unified into a single case record so no customer ever has to repeat themselves.

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Employee experience

One screen with full customer history, with every channel and every interaction visible the moment the customer connects. The agent focuses on the customer, not the tools.

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Contact centre and CRM integration

The proven integration between Genesys and D365 that eliminates platform switching and gives your agents one screen with full context.
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We know your industry

 

Every customer who contacts your business is forming an opinion. And every industry pays a different price when that experience falls short.

FSI 

Turn compliance-heavy service environments into seamless, measurable customer experiences that build trust and retain clients.

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Retail 

Handle peak trading periods, high volumes, and complex omnichannel journeys without losing a single customer to friction.

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Mining 

Streamline contractor and supplier interactions with the same rigour you apply to your operational systems.

Telco 

Manage millions of subscriber interactions across every channel with the visibility and automation to match your scale.

Where this has already worked

laptop-meeting-happy-business-women-office-discussion-talking-consulting-online-proposal-corporate-financial-advisor-people-computer-planning-website-report (1) Case study
Retail Customer experience

See how we transformed customer experience and operational efficiency for a fast growing SA retailer.

35% Faster transaction processing
50% Reduction in POS downtime
Find out more
CX Overview Website images-Case study 2 Case study
FSI Customer Insights

Real-time customer insights for a large bank

R100M+ Annual revenue increase
Data-driven Decisions in real-time
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Built with trusted technology partners

 

Group 28
teradata
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Partner Microsoft

Dynamics 365 Customer Service

The single system of record for case management across every channel, with the agent workspace, knowledge base and Copilot delivered from one screen.

  • Unified case management
  • Agent workspace and screen pop
  • Knowledge base and Copilot
  • SLA tracking and dashboards
Partner Genesys

Genesys Cloud

The contact centre platform handling voice, email, chat and digital channels, connected to D365 by the integration Altron built and owns.

  • Voice, email, chat and WhatsApp
  • Skill-based routing
  • Screen pop and CTI
  • Automated activity logging
Partner Genesys

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Built for compliance and designed for trust.

All AI capability is hosted on Azure South Africa meaning your customer data stays in South Africa, and your organisation stays POPIA compliant. Role-based access controls ensure agents, team leads, and managers see only what they need.
SLA breach alerts, automated audit trails, and quality assurance scoring across 100% of interactions give your compliance and risk teams the evidence they need, without the manual effort of pulling it together.

Not sure where your experience is breaking? We'll show you. And what it's costing you.
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