Spescom, the South African-based international technology innovator, recently installed an advanced IP telephony solution for WINGS Corporate Travel.
WINGS Corporate Travel is one of the largest independent travel management companies in SA and specialises in servicing and managing corporate travel.
"Personal contact by telephone was an important part of this project," says Spescom DataFusion MD, Paul Fick. "WINGS goal is to ensure that every call is answered by a person - not a recording - within two rings and that the best service is delivered to their customers.
"Spescom was chosen for a number of reasons," adds Fick. "Our ability to care for the both the customer and the customer's needs was a primary factor. It was also important that the solution achieved cost-effective results within the budget determined by WINGS."
Anita Parent, operations manager at WINGS Corporate Travel, explains further: "We aimed at providing the abilities of a call centre without losing the human touch. The Avaya MultiVantage solution allows our teams of customer care agents - some five teams of six people each - as well as our finance and other departments to give our customers the service they expect.
"Internally, it also allows management analysis of productivity, finance figures and sales. This supports the quality control necessary for better productivity and better client service. Equally, it gives our customers a far better interface with the company and its agents.
"The technical support we received from Spescom was fantastic and the cost of ownership has been kept within budget, thanks to Spescom's offering being tailored to our needs without any unnecessary extras."
"This is a fully IP-enabled solution," explains Fick. "It can be extended to link WINGS' offices in the UK, Durban, Cape Town and Pretoria to the Johannesburg head office, using the Avaya MultiVantage technology. It can easily incorporate multimedia call handling such as faxes and e-mails.
"The order was placed in mid-September 2002 and the implementation was completed by mid-December. It provides WINGS with 158 digital phones, including 10 IP phones on a network with smart hunting capabilities to ensure that customers are rapidly connected to a human agent.
"More importantly, the IP and digital nature of the solution make it possible for a sophisticated management analysis system to support WINGS' drive for quality service. Even the time to respond to voice-mails can be recorded, as well as the usual measurements of productivity.
"Best of all, the solution answers the company's needs cost-effectively, while still having excellent potential for easy upgrades in the future."
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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 eBT brand for its enterprise software, and the DataVoiceT 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, First National Bank.
For more information on Spescom, please visit www.spescomsoftware.com and www.spescom.com.
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