Spescom DataVoice, the voice transaction management operation of multinational Spescom, has entered into a technology alliance with Key Performance Technologies (KPT).
KPT is a provider of quality performance management solutions.
According to Spescom DataVoice commercial manager, Andrew Condon, the alliance extends the DataVoice product range to include KPT's Qnique solution.
Qnique is a browser-based integrated solution for selecting and managing contact centre operators and includes separate but fully integrated modules like QAssessment and QSelection.
"The combination of Qnique and DataVoice recording technology provides customers with a complete solution. By entering into a coalition with an expert in the field of performance management, we have ensured that we can offer additional benefits to customers," says Condon.
DataVoice products record, manage and process voice transactions for a myriad of purposes including, ensuring quality of customer interaction, liability issues and supporting business processes.
"In the contact centre environment service delivery and access to accurate information is crucial. By integrating Qnique with DataVoice recorders, contact centre managers can extract and analyse data according to specific key performance areas and key performance indicators."
Condon concludes that this information enables call centre managers to effectively select, assess and train operators ensuring that callers are receiving the best possible service.
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Spescom is a multinational technology innovator with direct operations in the US, UK and SA.
The group is publicly listed on the JSE Securities Exchange SA (Spescom Ltd), and on the NASDAQ OTCBB : SPCO (Spescom Software Inc).
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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