Vuleka Reach for Kaelo

NovaCloud services

SERVICES

Services

Eight services. One team.

One team. Delivered across South Africa, with reach across Africa.

01

Managed IT Services

We manage your IT so you can focus on growth.

02

Monitoring & Alerting

See issues before staff do.

03

Business VoIP & Cloud PBX

Unified cloud voice with Vuleka Reach.

04

Cloud Hosting & Migration

Scalable VPS and cloud that removes hardware hassle.

05

Cybersecurity & POPIA

Protect operations and demonstrate POPIA diligence.

06

Backup & Disaster Recovery

Minimise downtime and protect critical data.

07

Data Analytics & AI

Turn data and AI into business advantage.

08

IT Consulting & Support

Strategic advice and reliable support that stick.

NovaCloud Africa · +27 10 8800 789 · info@novacloud.africa novacloud.africa

Vuleka Reach

Call Centre Solutions

Make it simple for your call center agents and supervisors to deliver greater customer experience.

Inbound

Incoming service, from the menu to the live call and the complete interaction record.

Unified agent and supervisor workspace

• Active and waiting call activities in one view
• Drag and drop call management
• Complete view of agent availability and performance data
• Real-time queue performance metrics at individual, group or aggregated level
• Role-based feature access control

Real-time performance tracking

Supervisors watch the floor on a live wallboard, for one queue or for every queue.

• Track one queue or all queues
• Key performance metrics
• Real-time monitoring
• Flexible time frame
• Customisable widgets
• Multi-screen display

24/7 voice assistant for smarter call handling

Switched on only for journeys Kaelo approves.

• No-code setup
• Intent-driven routing
• Natural multilingual conversations
• Answers from Kaelo’s approved knowledge base
• Cross-system tasks such as scheduling, marked as coming soon

Outbound

Outreach and member contact, delivered within the hours, rules and service parameters set by Kaelo.

Adapt outreach with campaign insights

One view of how member and client contact is progressing.

• Campaign details in one view
• Live performance metrics
• Dial results and disposition
• Call logs and quick filter
• Agent status at a glance

Outbound campaign management

• Power dialler
• Progressive dialler
• Agentless dialler
• Dialling hours
• Dialling logs
• Contact import
• Custom caller ID
• Local presence
• Do-not-call list
• Call attempt control
• Disposition tags
• Unified campaign view
• Outbound queue management
• Intelligent call routing
• Call recording
• Call analytics and reporting

Omnichannel

Voice and messaging in one agent workspace. Agents can work seamlessly across the Vuleka Reach web, desktop and mobile clients.

All customer interactions under one roof

• Calls, video, live chat, SMS, WhatsApp and Facebook messages
• One interface across chat channels
• No switching between apps
• One record of the conversation
• Agents use the Vuleka Reach web, desktop and mobile clients

Live chat

• Embed on a website
• Click to chat and to call
• Optional pre-chat form
• Follow the visitor’s browser language
• Preview of the chat box

WhatsApp and Facebook

• Handle both in the same workspace
• WhatsApp templates and Facebook tags after the 24-hour window
• Transfer a chat to a queue or a colleague
• Bulk WhatsApp from an outbound message campaign
• Channel stats and chat records
• Multiple WhatsApp accounts and Facebook channels

Message flow designer

Flows speak only from content Kaelo approves.

• Drag-and-drop design
• Automated replies
• Dynamic routing
• A connection to another system when Kaelo needs it
• Ready-made templates

MIP integration

Fully integrated member details and transactions.

Vuleka connects directly with the live transaction service, giving Kaelo agents access to the member information they need within the same workflow. Member details can be captured, retrieved and updated as part of the interaction, while live transactions are processed through the integrated service.

• While an agent is on a call or a message, they can work in MIP
• They can make notes on the member interaction
• They can complete the live transactions Kaelo uses MIP for
• The conversation and the MIP record stay together for that interaction
• Agents use the Vuleka Reach web, desktop and mobile clients

Clinical, benefit, underwriting and claims decisions remain with Kaelo.

Self Service

Fully automated and integrated member self-service.

Members can complete approved journeys directly through the integrated service, with information captured and transactions processed automatically — without an agent being required.

WhatsApp

• Members can start on WhatsApp and complete approved journeys without waiting for an agent
• When a person is needed, the conversation can be passed to an agent in the same workspace
• Content and templates are only those Kaelo approves
• When a person takes over, they use the Vuleka Reach web, desktop and mobile clients

AI agents

• Automated agents handle approved questions and routing
• They use only journeys and knowledge Kaelo approves
• A person can take over
• When a person takes over, they use the Vuleka Reach web, desktop and mobile clients

Fully automated AI voice agent.

The AI voice agent handles routine member interactions such as statement requests, tax documents, status checks and other basic requests without an agent. It can identify the member, capture the required information, complete approved transactions and provide the appropriate response in real time.

Only complex, sensitive or exception-based matters are escalated to a human agent, allowing Kaelo’s team to focus on the interactions that genuinely require human intervention.

Encrypted calling, role-based access and mobile continuity apply across Inbound, Outbound, Omnichannel, MIP integration and Self Service.

Out of the Box Integrations

Vuleka Reach connects to these products out of the box.

These are the ready-made connections. If Kaelo needs a system that is not listed, NovaCloud can scope and develop a custom integration.

Close

How the service is introduced

NovaCloud will not publish a fixed go-live date in this proposal. The sequence represents the implementation method and delivery approach.

The timeline shown is indicative only. Actual phase durations and dates will be agreed once the number of sites, people, systems and integration requirements are confirmed.

Implementation Methodology

The implementation follows the sequence below. The timeline is indicative only, and the actual duration of each phase will be agreed once the number of sites, people, systems and integration requirements are confirmed.

1. Initiation — Agree the project lead, first-phase scope, governance and how decisions will be recorded.

2. Discovery — Confirm sites, teams, user numbers, operating hours, languages, member journeys and the systems that need to access or display the member record.

3. Design — NovaCloud develops the solution design. Kaelo reviews and approves the design before the build begins.

4. Build and Integration — NovaCloud builds the service and implements the integrations included in the agreed scope.

5. Testing — NovaCloud completes technical and functional testing, followed by Kaelo testing the member journeys and processes they will use. Issues are resolved before go-live.

6. Induction — Agents and supervisors are introduced to the Vuleka Reach web, desktop and mobile clients, including the relevant workflows and operating processes.

7. Pilot — An agreed team or selected journey is introduced first to validate the solution before wider rollout.

8. Go-Live and Numbering — The remaining teams transition on an agreed date. Number porting is scheduled only on Kaelo’s authority, with testing completed after each migration.

9. Early Life Support — NovaCloud remains engaged following go-live, providing support, monitoring and ongoing management of the solution as a service.

Clinical, benefit, underwriting and claims decisions remain with Kaelo. NovaCloud carries the technology and, where Vuleka Reach is in scope, the conversation and the record of the conversation.

Commercials

This is an investment in the company, not an expense. It automates services and assists people. Self-service is intended to handle 60% of all basic admin queries.

Select the quantity required for each licence type. Prices shown are the monthly subscription fee per licence.

• There will be capital expenditure (the investment) to set up and integrate the services. That investment includes project management and testing.
• The operating expenditure, the monthly subscription, is the licence fees above.
• DID numbers and other calling minutes will be added when the project goes live.

Acceptance

Signing this page authorises NovaCloud to prepare a firm quotation and a statement of work for discovery and design. It does not authorise build, porting, or monthly service charges. Those start only when a quotation is accepted.

End of proposal.