Johannesburg, 21 Sep 2005
Spescom DataVoice has supplied a proprietary voice recording solution to Business Connexion for deployment at Direct Channel Marketing, SA's largest outbound telemarketing call centre.
Spescom DataVoice is the voice transaction management operation of multinational Spescom group.
Business Connexion, an integrator of competitive, innovative and practical business solutions based on ICT, is a value-added reseller of DataVoice products.
According to Theresa Condes, principal business developer, Business Connexion, the customer's main requirements were independent Campaign-based logging, ease of retrieval and the ability to centrally manage regional sites.
"Direct Channel Marketing conducts outbound telemarketing campaigns for clients in various industries, most notably in the financial services and insurance sector where voice recording of each call is a critical requirement," says Condes.
"They needed a solution that was reliable, scalable, offered flexible integration, ease of transaction reference and provided a single node management. The Spescom DataVoice Enterprise recording solution was selected for installation.
"It ensures calls are recorded automatically and multiple campaigns are captured for separate clients. These calls are also stored in separate locations according to campaign and client information."
Condes notes that the Web access interface allows Direct Channel Marketing to manage over 1 000 call centre seats in Johannesburg and Durban from a central location.
"With plans to establish further call centre sites around the country, Direct Channel Marketing is perfectly positioned to roll-out the Spescom DataVoice recording solution secure in the knowledge that these additional sites can be centrally managed.
"The capturing and efficient storage of calls guards against liability and fraud, acts as proof of transaction. Information gleaned from recordings can be used for quality assurance and agent evaluation."
According to Spescom DataVoice, CEO, Paul Fick, the proprietary DataVoice product is a comprehensive enterprise solution encompassing aspects such as computer telephony integration interface, Web access and statistical engine.
"The solution is ideal for the end customer's requirements. It is flexible, reliable, and is easily integrated with the existing technology infrastructure.
"With the training provided by Spescom, Business Connexion is well equipped to handle future DataVoice product installations and is capable of providing excellent service and support to the end customer."
Fick concludes that this deal is a milestone in terms of the new Spescom DataVoice structure as a 100% manufacturing and distribution company.
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