Spescom DataFusion, the contact centre division of JSE-listed multinational Spescom Ltd, is busy with a R2 million contract to provide improved call centre technology for a long-standing user of Spescom's Avaya systems.
Global Telesales (Pty) Ltd, a Lufthansa company, runs a Cape Town-based operation that has, over five years, led the way in providing offshore call centre services for its EU parent and other companies.
"We have had a long relationship with Global Telesales," says Paul Fick, MD of Spescom DataFusion. "This customer was one of the first to deploy advanced Avaya technology in support of the rapidly developing trend for multinational operations to outsource offshore call centres."
"After five years of reliable service, we needed to upgrade our Avaya systems to cope with planned expansion of the business," says Birgit Thumecke, MD of Global Telesales' South African operation. "Spescom DataFusion was a first choice as technology partner. This was based on an established history of dedicated support at all levels and the consulting expertise offered to ensure that we achieve maximum value from the latest technology."
"In a single location, Global Telesales has 150 agents, supported by a back-office staff of 40," says Fick. "The operation is directly linked to Lufthansa's headquarters in Frankfurt and is equipped to handle calls from several international markets.
"The current deployment brings the local office into line with the latest standards of Avaya systems, used throughout the multinational operation. It provides Global Telesales with the required capacity for future expansion and is a fully IP-enabled solution, based on the latest Avaya MultiVantage equipment."
"Our company has a 24/7 operation, which is aimed at providing the best possible service for our customers in the airline and travel industries," says Thumecke. "Apart from handling greater volumes of traffic from our overseas operations, we now have the ability to expand the business and provide services for other companies in the industry. This is thanks to the ability to partition clients which is just one of the features of the Avaya technology."
"Once again, Spescom has demonstrated its role as a one-stop shop for contact centre solutions, providing the expert consulting and advanced technology for this solution," says Fick. "Our success in backing up our service level agreements is an essential part of fulfilling contracts with major multinationals like Global Telesales. This is why we have achieved a reputation as the partner of choice, in support of the strong trends towards international outsourcing and convergence that are part of modern business."
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Spescom is a multinational technology innovator with direct operations in the US, UK and SA.
Spescom Limited is publicly listed on the JSE Securities Exchange. Spescom Software Inc is publicly listed on the NASDAQ OTCBB: ALTS.OB.
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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