Spescom DataFusion, a wholly owned subsidiary of Spescom Limited, has been appointed a value-added reseller (VAR) of NeuralAct's market leading call centre Workforce Management and Call Centre Human Resource Management (CHRM) software.
Spescom DataFusion is South Africa's leading VAR and integrator of customer contact solutions. It is also the largest call centre supplier in terms of call centre seats, according to BMI TechKnowledge, and a leader in VoIP applications.
Developed in South Africa, NeuralAct accounts for 90 percent of the installed base of professional development software for call centre agents through its product, Call Centre Human Resource Management (CHRM).
The company is furthermore one of the two largest suppliers of Workforce Management software, with a blue-chip client base across a range of sectors including banks, insurance and medical aid companies and industrial corporations.
Paul Fick, business unit manager of Spescom DataFusion's customer contact solutions division, believes the appointment adds value to the company's product and services offering and enables it to provide total solutions in this burgeoning marketplace.
"We are already well known as a major player in the call centre software arena. The integration of a solution that will also offer our customers a comprehensive set of tools to retain and develop their agents will further strengthen our position in the market," he points out.
"NeuralAct's robust set of features, which include a powerful scheduling tool that intelligently predicts loading on the call centre as well as a highly efficient customer interaction management module, offers unprecedented ability to ensure the smooth, efficient running of the call centre."
He adds that because the software is locally developed, NeuralAct effectively covers requirements in terms of South African labour legislation, including black empowerment and employment equity, among others.
Lloyd Rabie, NeuralAct CEO, comments: "Our relationship with Spescom has proven extremely important to our business in the last six months. NeuralAct's main focus has been agent care, retention and development. Spescom has supported us in this viewpoint.
"It has been a mutually beneficial partnership and I look forward to a successful future together."
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Spescom Limited is a communications and information technology company with operations in USA, UK and South Africa.
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 USA based, Altris Software Inc., a NASDAQ, OTCBB listed company, and the developers of the award winning eB software.
In South Africa, Spescom, in alliance with world leading companies such as Cisco and Avaya, formerly known as 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.
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.
NeuralAct (Pty) Ltd
NeuralAct develops innovative, leading-edge software technology to optimise call centre management by utilising Artificial Intelligence (AI). NeuralAct was founded in South Africa in 1996 under the name InterAct Global. In September 2000 the company expanded to the United States and opened offices in Washington DC.
NeuralAct enables call centres to expedite superior customer care, organise their workforce and human resources management and better administer the recruitment, training, scheduling and performance of their agents.
NeuralAct is unique in its focus on the internal management and retention of agents. NeuralAct software provides managers with both systems integration and data synchronisation with which to manage their workforce; by implementing the AgentCARE applications developed by NeuralAct, call centres can achieve exceptional staff and customer relationship management.
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