Spescom Limited subsidiary, DataFusion (Pty) Limited has announced that it is including Voicematix's AllMediaT Contact Centre - CCPro - as part of its total solutions approach to Customer Relationship Management (CRM).
The move is intended to complement the company's service offering, which centres around specialised customer contact solutions for a variety of business applications and full integration of a range of technology components.
According to Paul Fick, business unit manager: Contact Centre Solutions at Spescom DataFusion, Voicematix (Pty) Limited is the supplier of several solutions such as fax and unified messaging, which Spescom DataFusion has been using as part of their contact centre offerings to various clients.
"Now we are starting to work together on their contact centre offering," he says.
Voicematix focuses on the functional integration of computing and telephony technology to provide a platform for applications which streamline or enhance business processes and has formed strategic partnerships with organisations drawn from the telephony and data environments of the computer telephony industry.
Jason Frichol, marketing and brand activist for Voicematix, says CCPro is an emerging contact management system that handles all forms of customer interactions in a single integrated solution.
"A local leader in this field, CCPro is a specific software contact centre offer, designed by CellIT (Cell Based Information Technologies) in the USA to manage inbound and outbound voice, fax, chat, instant messaging, email, Internet Protocol (IP) telephony and video," explains Frichol.
Spescom DataFusion has identified a specific niche in the market for CCPro. Geared towards the emerging Internet economy, this comprehensive solution eliminates the disparate, multi-vendor environment found in traditional call centres while leveraging the client company's existing infrastructure investment.
CCPro, an AllMedia contact centre solution based on open systems architecture and internationally recognised standards, provides the desired feature set and performance in one comprehensive, highly scalable system, Frichol says.
Spescom staff have been involved in a rigorous sales and technical training programme with Voicematix since July.
"We believe the future of the contact centre industry lies in software-based solutions and regard the business alliance with Voicematix as an excellent means of broadening our existing contact centre offering," notes Fick.
"Other major benefits of CCPro include its ease of integration and its price competitiveness.
"Moreover, Voicematix is a progressive company, which enables Spescom DataFusion to bring together a range of world-class specialist computer telephony skills and services, enhancing our contact centre offering to our current and future customers in an ever-changing business and technology environment".
Kevin Hurwitz, chief executive officer of Voicematix says: "Having a major player in the CRM and call/contact centre space not only to endorse but also include our product in its offering, is a significant move for Voicematix. For us, having Spescom as a business partner means greater market penetration backed by legacy expertise."
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Spescom Limited
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.