Cell C has grown rapidly since its inception on 17 November 2001 and is now deploying more of the latest Spescom technology to support its call centre abilities.
Spescom has been working with Cell C for some time, having provided the systems for the company's existing main call centre in Sandown. This original project was a greenfields development with Accenture as the main contractor, who selected Spescom DataFusion as the technology provider for an advanced 100-seat call centre.
This included full voice recording and interactive voice response facilities, as well as the need for predictive dialler and full integration with Cell C's network infrastructure.
Having achieved the original installation in record time under tight deadline pressures, Spescom was the first choice for the June upgrade of the call centre with 124 additional seats and wallboards and, most recently, for the establishment of a second call centre in Midrand, as Paul Fick, MD of Spescom DataFusion explains.
"The initial project and its subsequent expansion proved our ability to deliver," he says. "We were very pleased to be the provider of the new equipment at the new Midrand site as well.
"Cell C has experienced such a rapid expansion of its services and the overall number of its subscribers, that its customer care facilities have required equally rapid upgrades to cope with the increasing traffic. In fact, this is part of the company's long-term development of its customer care strategy.
"The new Midrand site will become the main call centre, with the present Sandown call centre operating as a backup. This gives Cell C sufficient redundancy for handling peaks in call traffic as well as foreseeable increases in call volumes. It also offers the potential for disaster recovery, should there ever be a situation in which the services from one of the centres is interrupted by external factors.
"Both sites are using the market-leading Avaya equipment which Spescom has supplied and installed. The solution has been carefully designed to meet the complex needs of the customer for an efficient system which gives the best levels of service while still achieving an attractively low cost of ownership.
"The new site will go live during October 2002 and - based on the success of our previous installations for Cell C - we are confident that there will be a seamless transition with no disruption of the service provided to the cellular operator's subscribers. In fact, the only noticeable effect will be the improvement of the company's ability to handle its ever-increasing number of enquiries."
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Spescom Limited is an information and communications technology (ICT) company listed on the JSE Securities Exchange SA, with operations in the US, UK and SA.
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 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 holds the controlling interest in US-based Spescom Software Inc, a Nasdaq-, OTCBB-listed company, and developer of the award-winning eB software suite.
In SA, Spescom, in alliance with world leading companies such as Cisco and Avaya, 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.
For more information on Spescom, please visit www.spescom.com.
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