Spescom DataFusion, the contact centre operation of multinational technology innovator, Spescom, has signed a distributorship agreement with Jacada Ltd.
Jacada is a leader in software solutions that accelerate business improvement.
In terms of the agreement, Spescom DataFusion is the sole distributor of Jacada Fusion, an agent productivity solution, in the South African contact centre arena.
According to Spescom senior executive Interactive Solutions, Paul Fick, the focus of any contact centre is to deliver excellent customer service while at the same time maximising agent productivity.
"Each call that an agent deals with requires the use of several different applications on the operator workstation. Operators navigate from application to application and back again, retrieving, copying or retyping information as required in order to update customer records or resolve queries," says Fick.
"This process is often lengthy and errors occurring from the typing and retyping of information are prevalent. Agents also require extensive training to master the different applications.
"Jacada Fusion integrates all applications regardless of where they reside, so that for any required task, agents are presented with the correct workflow to follow and are able to navigate through the different applications faster.
"Applications from Windows-based to mainframe programs are Web-enabled, allowing agents easier access to information."
Fick says Fusion also enables the sharing of data.
"Information that is entered into one screen will automatically be posted to all other relevant applications, automating manual error-prone processes, decreasing key strokes and overall call handle time.
"Customers experience shorter queuing and call time while agents are more efficient and are able to focus on the customer instead of coping with a complex desktop."
Fick adds that another major benefit is that Jacada Fusion is non-intrusive.
"It doesn't require an application protocol interface (API) or application code and runs on top of existing programs without tampering with the code or business logic of existing applications. This is a fast, cost-effective method of improving customer service levels and increasing agent efficiency for companies that do not wish to replace legacy systems.
"Agents also require less training as only one dominant application is used which guides the operator.
"Spescom DataFusion is now able to offer a complete contact centre solution that improves service levels and increases agent productivity, from the telephony platform to business applications," concludes Fick.
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Spescom is a multinational 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 : SPCO (Spescom Software Inc).
Spescom is an information and communications technology company focused on the various aspects of enterprise content management.
The group provides products and solutions to connect to the network economy, as well as enterprise software to manage information and knowledge.
Specifically, Spescom supplies solutions in the areas of access network, enterprise information management, multimedia transaction recording, broadcast and customer contact centres.
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.
eB is sold internationally by US-based Spescom Software Inc.
Spescom's global customer base consists of multinational 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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