Spescom DataFusion, a division of Spescom Limited, is proud to announce that it has taken top honours at this year's BPeSA (Business Process enabling South Africa) National BPO awards, winning first place in the Technical Innovation of the Year (Vendor Solution) award for its innovative contact centre implementation at the JD Group.
The BPeSA BPO (business process outsourcing) awards are acclaimed as one of the most prestigious competitions in this sector, highlighting industry innovation. For the Technical Innovation of the Year category, the award is handed to the vendor believed to have shown the greatest innovation and creativity in the use of technology to enhance business performance and customer service.
Spescom DataFusion was nominated by the JD Group for the company's comprehensive green-field contact centre implementation for their Financial Services Division, a feat which saw the company's debt collection operations consolidate from over 1000 disparate sites to two sites in Durban and Randburg. The solution is highly scalable, allowing the JD Group to extend and expand functionality to suit its business model.
“The centre was implemented on an extremely tight schedule, and with green field sites there are usually unexpected challenges. In addition, we had to work with two disparate sites more than 600km apart with separate management and control,” says Paul Fick, MD at Spescom DataFusion. “However all challenges were met and the implementation was successful, thanks to the skilled and motivated SDF team and excellent co-operation from the customer.”
The technology for the new Contact Centres incorporate Avaya's contact centre platform, Spescom's DataVoice voice recording solution and a Presence Technology outbound dialler and utilises an IP WAN infrastructure between the two sites. The solution provides the JD Group with a true virtual system with single instances of applications being shared between sites. The solution integrates closely with JD Group's corporate systems, and is easy to manage and dynamic enough to allow changes to be made quickly when necessary.
“We are very pleased to have been awarded this prestigious accolade, as it is official recognition by a widely acknowledged industry body for our innovation when it comes to contact centre and unified communications implementations,” Fick concludes.
Share
Spescom
Spescom is a JSE listed company operating in the ICT sector. Founded in 1977, this South African company has developed and delivered a number of world first technologies, as well as innovative products and services to both local and global markets.
Spescom's core focus is to deliver integrated business communication solutions that enhance the way businesses communicate with their customers' and leverages voice, video and data technologies through its five divisions: Spescom DataFusion; Spescom DataVoice; Spescom Telecommunications; Spescom Media IT; and recently created NewTelco South Africa - a carrier-neutral co-location service provider creating a telecoms interconnection hub for sub-Saharan Africa. The deep technical expertise and considerable industry know-how housed in these five divisions combine to deliver world-class solutions, including integrated contact centre platforms and applications, a range of voice application technologies, as well as telecommunications and broadcast solutions.
'Smart People. Clever Solutions' reflects who we are and why we are positioned to leverage current and future technology trends and developments to meet the dynamically shifting requirements of our customers and ensure their continued competitiveness.
The company has a staff complement of 258 with offices located in Johannesburg, Cape Town, Durban and London (UK).
For more information about Spescom, visit www.spescom.com.
Editorial contacts