Spescom DataVoice, the multimedia voice transaction recording operation of international technology innovator, Spescom, recently conducted two conferences for customers in Gauteng and Cape Town.
The seminars were directed at updating the business community on the important role multimedia transaction recording technology can play in any customer-facing contact centre, if applied correctly.
Andrew Condon, commercial manager of Spescom DataVoice, explains the key issues.
"All businesses recognise the importance of voice recording (VR) as a necessary part of call centre operations," he says. "However, there is not enough awareness of the advantages that can be derived from such systems, not to mention the abilities of the new technology. Spescom DataVoice provides multimedia transaction recording systems, rather than just VR.
"Customers still see VR as an analogue tape or digital record of nothing more than voice and conversation. This is a simplistic understanding of a technology possessed of far more complex capabilities including combining voice, fax, e-mail and Web content. This offers critical advantages for the business that buys the right technology.
"Traditionally, VR has often been little more than a 'grudge purchase' needed for compliance issues. Today, developed from its background in safety services, the new technology offers a solution for a range of business problems common to any enterprise that deals with customers through various communications channels.
"The point is how to extract maximum value from a client-facing contact centre. The implementation of multimedia transaction recording technology, is a key business enabler that maintains customer transaction records which can be used for extracting real business intelligence; agent assessment and quality assurance; plus full integration with line-of-business applications in the rest of the IT infrastructure.
"Previously, VR was a necessary part of crisis management - a way of tracking and auditing problems after the event. Now, a multimedia transaction recording system offers a proactive tool to support business intelligence.
"At Spescom DataVoice, we focus on the need to understand the business process and CRM strategy of our customers, which is as important as the capabilities of the technology solution. Multimedia transaction recording is complementary to the business' CRM process and enables capture and re-creation of voice, fax, e-mail and interactive Web content, as well as screen data that records the agents' responses to transactions.
"The new technology provides an extraction layer with the ability to perform advanced functions like word spotting and speaker verification which allow a company to identify common issues and address matters of legal compliance. Beyond that, there are unlimited possibilities to apply business intelligence analysis to the records collected to provide a proactive response to customer-service needs and guarantee an ongoing competitive-edge for the company."
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Spescom DataVoice, a subsidiary of Spescom Limited, is dedicated to the development and global marketing of its DataVoice products in the area of capture, management, and recreation of live data.
Spescom
Spescom is a multi-national 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 : ALTS.OB (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 multi-national 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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