To assist digital financial services company 20twenty Financial Services in achieving its "New World" banking vision, Spescom DataFusion has implemented a complete Cisco-based Internet Protocol (IP) telephony and integrated contact centre communication system.
Spescom is the market leader in Southern Africa in the delivery of converged enterprise communication solutions based on Cisco's architecture for voice, video and integrated data (AVVID). 20twenty Financial Services (FS) is a 21st century financial services company with the aim to be a full-service digitally-based money partner for the global citizen.
Tim Pryce, director: Spescom DataFusion, says to differentiate itself as an innovative banking organisation, 20twenty FS selected Spescom for its exceptional skills and expertise in the contact centre market, voice technology and IP telephony.
"When initially installed, this was one of the first completely integrated Cisco-based IP Telephony and IPCC installations in the world.
"Based on the success of this project, Spescom was selected by Cisco Systems at its 2001 Partner Summit in Las Vegas as the New World Partner of the Year for Eastern Europe, Middle East and Africa."
Pryce says one of the major benefits to 20twenty FS of this technology is complete geographic independence for its agents.
"With 20twenty FS's integrated money management offering, the philosophy of having branches all over the country has become obsolete."
He says 20twenty FS has also achieved huge productivity advantages by having tight integration of multimedia customer contact interactions (voice, fax, e-mail and Web) with its banking applications.
"This supports 20twenty FS's objective of maximising customer satisfaction by allowing quick turn-around times on customer queries and requirements.
"Clients can have new accounts or credit ratings approved by contact centre agents empowered to make high-level decisions, while also being able to perform their daily banking via the Web."
Pryce says 20twenty FS fully understood the risks involved in the fairly new IP technology.
"Spescom continuously assisted 20twenty FS to solve problems as they arose, ensuring that the implementation proceeded as smoothly as possible and Spescom's solution met all 20twenty FS's requirements," he concludes.
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Spescom Limited is an information and communications technology company 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 holds the controlling interest in US-based Altris Software Inc, a Nasdaq-, OTCBB-listed company, and developer of the award-winning eB software.
In SA, Spescom, in alliance with world-leading companies such as Cisco and Avaya Communication, 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.
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