A recent call centre installation by Spescom for Telecommunications Facilities Management Company (TFMC) is a first deployment of leading-edge technology for a client that plays a central role in the telecommunications infrastructure.
The system is the first to use the Avaya IP600 call centre, backed up with Spescom's DataVoice recording equipment, and combined with the latest workforce management software (SPS) from the German company, Invision.
There were, however, other unique aspects to this project, as Paul Fick, head of customer contact solutions at Spescom, explains.
"TFMC is a privatised division of Telkom which is responsible for all the telecoms service provider's property assets," says Fick. "Although this company is not a high-profile operation, it is the first example of privatising the vast asset infrastructure of Telkom.
"TFMC plays a critical role in enabling a black empowerment component in what was previously a parastatal organisation with limited access for disadvantaged groups. In its actual operations, it fulfils a key role in maintaining Telkom's extensive property assets, including the maintenance of all the equipment - except for the telecoms network hardware - needed to keep the many premises operational. This includes sites across the country, office premises and exchange buildings, which are an essential part of Telkom's infrastructure.
"The chief requirement was to equip the national call centre with the most advanced contact centre technology to support rapid response to any problems reported by staff from any of the premises across the country. The co-ordination of maintenance work is controlled from the call centre in Centurion on a national basis.
"The solution includes the first deployment of the state-of-the-art Avaya IP600 equipment, Avaya CMS (call management system) software and DataVoice recorders. The latest workforce management software was also needed to arrange shifts and schedules for the 26 agents and their managers - some 30 staff in all who provide a continuous response to any maintenance problem at Telkom premises throughout SA.
"From the original 'demo' installation done in September 2001, it was clear that the solution was more than equal to TFMC's requirements and the multimillion-rand contract was agreed.
"Spescom was especially pleased to have such success with the first deployment of the new Avaya ECLIPS (enterprise class IP solutions) strategy, to which we have a complete commitment as the sole local solution provider."
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Spescom Limited is an information and communications technology company listed on the JSE Securities Exchange SA, with operations in the US, UK and SA.
The group is active in two main areas of the world IT market, namely offering product and solutions to connect to the networked economy, and the provision of software solutions to manage information and knowledge.
The strategic focus is on the convergence of knowledge, document, configuration and voice transaction management technologies.
Spescom DataVoice is a wholly owned subsidiary of Spescom Limited and is dedicated to the development and global marketing of its products in the area of capture, management, and recreation of live data.
Spescom holds the controlling interest in US-based Spescom Software Inc (formerly Altris Software Inc), a Nasdaq-, OTCBB-listed company, and developer of the award-winning eB software.
In SA, Spescom, in alliance with world-leading companies such as Cisco and Avaya, provides a range of customer contact and intelligent network solutions to its blue-chip customer base.
The company is a leading supplier of communications solutions and products to network operators and service providers on the African continent.
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