Short-term insurance broker, Prestasi, has implemented DataVoice Orion Lite voice recording systems at its branches countrywide, enhancing customer service quality and efficiency.
DataVoice, a wholly owned subsidiary of Spescom Limited, develops and supplies multimedia communications recording solutions that capture, manage and recreate live* information such as voice conversations, video and faxes.
Martin Goodman, Information Technology manager: Prestasi, says the company records all telephonic interactions with its customers.
"Being a national broker with over 100 000 clients, Prestasi has numerous small branches in cities throughout SA, which means the company had very specific requirements in terms of reliability and ease of integration into existing systems."
Goodman says the Orion Lite voice recorder from DataVoice fully met Prestasi's needs by offering the right number of channels at a very competitive cost structure.
DataVoice initially implemented the voice loggers at the various branches, he says.
"However Siemens, as Prestasi's long-term provider of telecommunications infrastructure and a strategic DataVoice partner, installed the voice recording systems at the remainder of Prestasi's 22 offices and maintains the solution at all the sites."
Goodman says the Orion Lite has dramatically improved Prestasi's ability to capture insurance cover details accurately and efficiently.
"With the recording solution, the voice transaction serves as the contract so that clients do not have to sign a document or send a fax to confirm their insurance cover details.
"The recordings also ensure that no ambiguous 'he said, she said' situations develop, providing customers with the peace of mind that their instructions are followed meticulously."
In addition, Goodman says, recording its client communications provides Prestasi with an effective tool to train customer service providers and other employees.
"Using the top 10 telephonic sales interactions for a certain period, customer contact agents can be coached on how to best deal with various scenarios, enhancing the client's service experience."
Goodman says Prestasi has been extremely satisfied with DataVoice's product offering and Siemens' service provision.
"The close co-operation between the two companies has also made the management of Prestasi's voice recording solution very easy and efficient," he concludes.
*(Live information is characterised by its transience: if it is not captured, it is lost forever.)
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Spescom Limited is an information and communications technology company with operations in 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 holds the controlling interest in US-based 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 Communication, 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.
Spescom, through a joint venture with Siemens, is a world-leading supplier of revenue management solutions with installations in 42 countries, focusing on the prepayment of electricity services.
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