Spescom DataFusion, a division of international technology innovator Spescom Ltd, has just completed implementation after being awarded the contract to supply a complete telephony and call centre solution for African Bank's head office in Midrand.
Paul Fick, MD of Spescom DataFusion, points out that the real achievement is not only the advanced technology supplied, but also the success of meeting demanding deadlines.
"In less than a week, we had prepared our proposal and the client had accepted it. On our part, we accepted the challenge of having the system up and running by 13 October, which we have achieved.
"Not the least part of the challenge was rapidly designing a system based on appropriate technology, which was focused on an understanding of the client's business needs.
"African Bank was not previously a Spescom client and they had been using another call centre solution. This was a temporary arrangement and they required new technology to accommodate 200 call centre agents and some additional 300 staff members," says Fick.
"Our objective was to have state-of-the-art technology to integrate with the other systems we use," says Ignacio Rosseglione, executive: Call Centre, at African Bank. "We feel that, with the Avaya call centre and other technology supplied by Spescom DataFusion, we have the right solution.
"Furthermore, this is a solution that we plan to maintain in the long-term. The Spescom proposal provides the flexibility and scalability to make this possible.
"The system we are providing covers the present and future needs of African Bank's call centre and some 1 000 internal connections for the company's internal telephone network," says Fick. "It is also fully integrated with existing systems.
"This includes an Avaya call centre with IVR capability and a large internal telephony network with a fully equipped call management system.
"We expect that this solution will meet the bank's needs in all respects, although the real achievement is the rapid deployment and implementation of sophisticated equipment which only landed in the country late in September. Thanks to the positive response from Avaya and the expertise we have in deploying such systems, we knew we could make the deadline," Fick commented.
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Spescom is a multinational technology innovator with direct operations in the US, UK and SA.
Spescom Limited is publicly listed on the JSE Securities Exchange. Spescom Software Inc is publicly listed on the NASDAQ OTCBB: ALTS.OB.
Spescom addresses the information and communications technology market, providing both products and solutions to connect to the network economy, as well as enterprise software to manage information and knowledge.
Specifically, Spescom provides solutions in the areas of access network; enterprise information management; multimedia transaction recording; broadcast; customer contact centres; and test and measurement.
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.
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 Siemens, British Telecoms, Network Rail (formerly Railtrack), Lloyds of London, Barclays Bank, Abbey National Bank, WH Smith, Caterpillar, Bechtel, AmerenUE, Entergy, Bombardier, Ocean Energy, Sempra Energy, Telkom, SABC, Old Mutual, Eskom, Transnet and First National Bank.
For more information on Spescom, please visit www.spescomsoftware.com and www.spescom.com.
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