Grintek Telecom has acquired a stake in East London-based Electrodynamics, a developer of value-added solutions for Nortel Networks contact centres.
Says Erwin Schumann, managing director of Grintek Telecom: "Grintek's aim is to acquire companies capable of delivering solutions that complement our own solutions and which can be offered to our customers as strategic value-adds.
"The emphasis, of course, is on each technology's ability to integrate fully with the solutions we design for our customers. Electrodynamics, with its Frontline Software, develops a number of products that integrate with Nortel Networks contact centre technology and which are designed to enhance its performance and functionality.
"Included in the company's range of products is a Statistical Management application which provides contact centre managers with high-quality, real-time and historical statistics which can be used to gauge agent performance.
"The solution also includes wallboards for displaying relevant and critical data such as call duration, number of calls, calls on hold duration and more.
"The Outbound Contact application provides users with a set of tools for transmitting marketing messages to customers via mail, telephone or e-mail, providing complete automation and management of the communication process.
"Another particularly useful application is database integration for Nortel Networks' Symposium Call Centre system. This application has already been deployed successfully in SA for International Call Centre Assistance, which uses it to track users who abuse its emergency assistance service.
"Using caller identification, the system creates a database for each caller. A profile is developed which can be used to determine whether a caller is consistently abusing the system and can block calls from that particular number. The application can also be used for a number of other database applications such as managing subscriber's financial profile.
"Frontline Software products are locally developed which ensures that we are able to provide our customers with a constant upgrade path, consistent support and the ability to adapt and deliver solutions quickly and easily to suit particular project requirements," adds Schumann.
"We are also reaping benefits on the export market with sales of packaged solutions to customers operating Nortel Networks technology in places such as Qatar and UAE."
Says Steve Onions of Electrodynamics: "The acquisition by Grintek Telecom provides Electrodynamics with not only an excellent window into the burgeoning local market, but also a means of gaining exposure into international markets. We have already had considerable success with the database integration product, a first of its kind for Nortel Networks' Symposium Call Centre systems. So successful has it been that Nortel Networks itself has expressed interest in releasing it internationally. This is certainly proof that local development has a place in the global market."
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