MGX Business Continuity Solutions has installed a complete voice communication and contact centre infrastructure, based on an Avaya (formerly Lucent Technologies Enterprise Networks Division) Definity Enterprise Communications Server (ECS) contact centre platform from Spescom DataFusion, at its disaster recovery centre in Midrand.
Spescom DataFusion (Pty) Ltd, a wholly owned subsidiary of Spescom Limited, offers specialised customer contact solutions for a variety of business applications, based on the Avaya suite of products and specifically Avaya Definity contact centre solutions.
MGX, which provides a host of business continuity services in the event of a disaster, also enables disaster-struck call centres to recover their business without loss of functionality, preventing inconvenience and disruption to the contact centre caller.
Clive Lunn, manager of work place recovery at MGX, says the company chose Spescom DataFusion as its business partner because the Definity ECS contact centre solution enables full integration of a variety of contact centres' technology components in almost any business and technological environment.
"MGX is well positioned to deal with the disaster recovery needs of customer contact focused organisations by incorporating Avaya through Spescom DataFusion as its sole South African customer contact solutions partner," he adds. In South Africa, as globally, the large business contact centre system is central to those industries that have customer relationship management at their core, such as banking, insurance, reservation centres and mission-critical service organisations. Disaster recovery becomes an essential service to these businesses in the case of natural upheavals including fire and extended weather-induced power outages, as well as man-made disruptions such as worker strikes and barricades, and even accidentally severed telecommunications or power cables and system component failures.
MGX's complete contact centre infrastructure incorporates not only the Definity ECS contact centre, but also business premises consisting of contact centre environments with 10 to 50 seats, redirected telecommunications and computer facilities.
MGX has furthermore entered into a formal partnership with Spescom, whereby MGX and Spescom will jointly market each other's products and services to their respective customer bases, irrespective of the contact centre platforms in place at these clients.
"Avaya's market penetration simplifies the provision of contact centre recovery services to businesses with similar equipment, although even in the case of organisations with alternative equipment, MGX is able to provide 90% to 100% of the contact centre's original and specific functionality," Lunn explains.
MGX has installed the basic Definity ECS platform, which can be configured and upgraded for different applications, ranging from a basic package with built-in management reporting, to the most sophisticated and powerful management information systems, providing feature-rich digital systems for small, medium and large enterprises.
Definity ECS contact centre functions include Computer Telephony Integration (CTI), which improves contact handling as well as customer service, unified messaging, video conferencing, telemarketing and contact management. Such sophisticated contact centre technology and powerful management tools provide customer contact centres with the opportunity to continue their essential services, giving their users immediate and uninterrupted personal attention.
According to Lunn, Spescom DataFusion has not only provided MGX with an extremely reliable and flexible contact centre platform, but also with excellent support and after-sales service, including training.
MGX has additional disaster recovery facilities in Pretoria, as well as in Durban and Cape Town.
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Spescom Limited
Spescom Limited is an investment holding company with operations in the USA, UK and South Africa.
Core business is recognised to be the development and marketing of eBusiness enabling software driven solutions for the world market.
The group's strategic focus is on the convergence of knowledge, document configuration and voice transaction management technologies.
The Spescom Group also holds the controlling interest in USA based, Altris Software Inc.
In South Africa, Spescom, in alliance with world leading companies such as Cisco and Lucent Technologies, 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. This is achieved via strategic partnerships with major telecommunications equipment manufacturers including Quante Pouyet/3M, ADC, WWG and Fluke.
Via a joint venture with Siemens, Spescom is the worlds leading supplier of revenue management solutions based on its patented keypad technology for the electricity pre-payment market. These systems are installed in 42 countries around the globe.