Prestasi, South Africa's specialist short-term insurance broker, has invested R2million in DataVoice voice loggers, the Orion Lite model, from Spescom subsidiary, Spescom DataFusion. This investment is the first step in taking the company's service to its 100 000 client base to a new level.
"Having completed the migration of client information to a world class IT system, Prestasi is committed to providing our clients with a memorable service experience. The installation of a voice logging system will improve our ability to capture correct insurance cover details, fast and efficiently," says Giel Muller, Prestasi's managing director.
While Prestasi's CallCentre in Midrand handles the more advanced support requests, most of the company's sales and support processes are handled at branch level, by its 21 offices countrywide.
The voice logging system will fulfil an important need in terms of protecting the policy holder, through the declaration and archiving of key factors pertaining to underwriting risks. Logging all calls will provide the client, Prestasi and the insurer with the assurance that contract terms are underwritten correctly.
"The Orion Lite model can furthermore be used as a highly effective training tool. Excellent support responses, or sales calls, can be played back to other staff that can learn from these."
Finally, the investment will enable Prestasi to accelerate its business as voice loggers will increase productivity.
Prestasi chose Spescom DataFusion as a technology supplier after thorough investigation proved that other major players such as Nedcor and Old Mutual successfully implemented this world class voice recording system.
The company decided to wait until Spescom DataFusion launched Orion Lite, which, Muller says, is the only voice logging equipment in its class to cater for small sites. Prestasi's 21 offices countrywide employ between eight and 35 seats.
"We have already installed the DataVoice voice loggers at our CallCentre and most of the network offices are now up and running. Feedback from the offices has been tremendous; they are all extremely enthusiastic about what Orion Lite will mean for the business, " Muller adds.
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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.