Spescom DataFusion announces that it has been appointed the world's first Platinum Partner for European-based Presence Technology - a global leader in the contact centre performance market.
To attain Platinum status, Spescom DataFusion had to meet stringent technical support standards, as well as having at least five customer sites successfully operating with the Presence solution.
"Spescom clearly view Presence solutions as strategic with strong competitive advantages for their respective lines of business. In turn, they have proven to be invaluable to the success of Presence products across South Africa. This alliance will enable us to fulfil customer needs to the highest standard," said Jason Goecke, vice-president for International Operations at Presence Technology.
Clive Russell, Spescom DataFusion product manager, says the company has been selling Presence products for two years now.
"We are very excited to be the sole distributor in South Africa for this proven industry-leading product," says Russell.
"Presence is primarily designed to complement Avaya contact centre solutions and adds the ability to work with communications received through channels other than traditional voice - such as fax, SMS, e-mail or interactive Web responses. These can be intelligently routed to agents and service level monitoring can be conducted in the same way as for voice contact."
"On the outbound side, Presence also offers a dialler, with preview, progressive or predictive dialling modes. This is an important market for us and a key advantage of Presence is that it can suit the needs of either a small contact centre or a large, enterprise-level organisation - it is just as easily scalable as the Avaya technology that it complements."
Russell notes that the productivity increases and improved service delivery due to multi-channel communications are essential benefits for all the company's customers. He says this is augmented by the fact that Presence provides the business intelligence that is the foundation of proper CRM systems.
Spescom DataFusion has already won substantial contracts. A series of road shows are planned this year, both in South Africa and overseas, which will highlight the opportunities the technology and this partnership can offer the marketplace.
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Spescom, a Proudly South African company, is a multinational technology innovator with direct operations in the US, UK and South Africa.
The group is publicly listed on the JSE Limited (Spescom Ltd).
Spescom is an information and communications technology company focused on the various aspects of enterprise content management.
The group provides products and solutions to connect to the network economy, as well as enterprise software to manage information and knowledge.
Specifically, Spescom supplies solutions in the areas of access network, enterprise information management, multimedia transaction recording, broadcast and customer contact centres.
Spescom markets its products worldwide through appointed partners and distributors under the eB brand for its enterprise software, and the DataVoice brand for its multimedia transaction recording solutions.
eB is sold internationally by US-based Spescom Software Inc.
Spescom's global customer base consists of multinational organisations including leading enterprises in the utilities, telecommunications, transportation, financial, banking and insurance sectors.
Worldwide, customers include Eskom, Blake & Associates, Nedcore, Auto & General, IBM, First National Bank, Wesbank, Cell C, Old Mutual, Direct Axis, ICG, Siemens, National Bank of Dubai, Telecom Austria, Lloyds TSB, National Bank of Kuwait, Dubai Police, WHSmith, Network Rail (Railtrack); City of Lancaster,Aker Kvaenrner, Bechtel, Pan American Energy, Lloyds Register, Caterpillar, Colorado Springs Utilities, Entergy, Ameren UE, Constellation Energy Group, Seabrook, Telkom SA, Vodacom, MTN, Grintek and Econet.
For more information on Spescom, please visit www.spescomsoftware.com and www.spescom.com.
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