Newly listed National Sporting Index (NSI) has invested in call centre equipment from industry leader, Spescom DataFusion to support its expanding national dealing room operation.
The company, which operates a country-wide, one-stop betting shop for a range of racing and sporting fixtures, has installed a leading edge Lucent DEFINITY Call Centre with DataVoice voice recorders, plus a DEFINITY ProLogix PBX, to improve its phone-in service to betting customers and bookmakers.
The new system links directly into an on-line betting system and will enable the company to efficiently handle the growing demand for an on-line phone-in service.
"This is a strategic investment which is already impacting on the overall performance of our dealing room operation," comments NSI Financial Director, Lourenco Rodrigues.
"We needed a system that could optimise call throughput by quickly diverting incoming calls to the appropriate trader phones. The Spescom DataFusion solution gives us the better call handling and distribution capacity we were looking for and we anticipate that in future all tele-bets will be "struck" via the system."
According to Paul Fick, Spescom DataFusion's acting Managing Director, "The equipment provided is all state-of-the-art and provides the features and functionality's needed to run an efficient dealing room operation. He adds," NSI also included the DataVoice voice recorders in its call centre infrastructure which will provide proof of bets taken telephonically. All calls are logged, recorded and can be used to corroborate NSI accounts in case of a dispute. It is a security measure that benefits both the company and its clients."
"We went to three suppliers who all recommended a Lucent DEFINITY Call Centre," says Rodrigues. "We chose Spescom DataFusion because of competitive pricing, and also because of its national support capability.
"We hope to extend our relationship with the company as our own business grows," he continues. "We believe Spescom DataFusion will be able to supply new telecomms technologies as we need them in order to continue to provide a high level of business efficiency and customer service."
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Spescom DataFusion
Spescom DataFusion is well positioned to address the business opportunities in communication and information technology. The company is the leading southern African authority in multimedia convergence and the application of surrounding technologies, specifically in the areas of networking, communication, and contact centres. The primary focus of Spescom DataFusion is to realise its business objectives through the application of superior skills, excellence in technical support and in the partnering with world leaders in applicable technologies.
Spescom DataFusion's crucible of skills is enhanced through supplying cutting-edge, best-of-breed products and systems from leading manufacturers.
These solutions are enhanced by unmatched skills and overall intellectual capacity in the fields of design and system integration, implementation and execution, lifecycle support, and in the application of new technology.
Spescom DataFusion is a company that strongly believes in fostering long term relationships with its customers, and in so doing, bring the future in communication and information technology into their contact zone.