IT and Telecoms: More Call Centre Success in SA
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Spescom Limited, a JSE-listed integrated business communications solution provider, and Presence Technology, a provider of contact centre performance optimisation software, have achieved significant successes with their combined call centre offering in the local market for Gauteng. Based on this, Spescom DataFusion is increasing its efforts to drive market share and awareness of Presence's solutions elsewhere in Africa.
Using South Africa as a springboard into the rest of the continent, Spescom DataFusion is developing a strategy to exploit opportunities in Africa. The market for contact centre solutions is growing and Spescom is thus focussing on specific geographical areas where high growth and strong demand is expected. The strategy incorporates a strong focus on partnerships with established in-country partners.
Says Paul Fick, CEO of Spescom DataFusion: "In all, Spescom has completed a significant number of installations since 2004, mostly in South Africa. We also doubled Presence license sales in South Africa during 2007 and see demand growing for contact centre solutions on the rest of the African continent. Numerous South African financial services institutions, mobile service providers and various other international companies are expanding into Africa and require communications and customer contact solutions.
Together, Spescom and Presence Technology are poised to meet these requirements. Spescom expects to improve its African revenues twofold from this increased focus on Africa.
"Spescom will initially target neighbouring countries, East Africa and surrounding islands. Kenya and Tanzania are actively adopting call centre outsource models and it is therefore viable to focus on these countries,"notes Fick.Spescom DataFusion provides a broad range of integrated turnkey contactcentre and enterprise telephony solutions to the corporate market. "PresenceTechnology's offering, which includes powerful inbound multi-media contactrouting and outbound voice contact automation and optimisation has become animportant component of the comprehensive platforms we offer to ourcustomers," says Fick. "Optimisation within the call centre environment is a key focus for bothSpescom and Presence, enabled through tight alignment of the technology withtypical business processes. Presence's solutions are powerful and easilyimplemented, allowing changes to be made by non-technical staff.
Thisprovides our clients with greater operational efficiency and flexibility."Presence's contact centre performance optimisation software augmentsSpescom's performance management, customer relationship management, voicerecording and speech analysis software and hardware solutions.Says Araceli Aranda, CEO of Presence Technology: "This initiative furthersolidifies the relationship between Spescom and Presence, aligning our goalsand strategies, allowing both companies to expand its offering tounder-serviced regions.
The African market is ready for our combinedoffering and we plan to meet its requirement for integrated businesscommunication solutions."Spescom DataFusion provides its clients with services ranging fromassessment to consulting and design, system integration, project management,maintenance and support. Spescom's intimate understanding of thecommunications market, business requirements and emphasis on technicalknow-how allows the organisation to respond to client communication needswith innovative business solutions. Products used are, without exception,from reliable world-class technology vendors.Explains Fick: "Our comprehensive solutions, from basic connectivity andtechnology infrastructure to customised business solutions are built to meetthe specific communications needs of organisations.
A critical successfactor is our use of proven technologies - and our ability to provide ourcustomers with the support they need throughout the life cycle of thedeployed solutions. This is achieved through our centralised helpdesk andcountrywide service organisation which is staffed with highly skilled salesand technical professionals. By growing our Presence skills base andexpanding the reach of Presence Technology's products, we are deliveringworld-class technologies with the necessary technical skills and 'know how',making business communications more effective and efficient in Africa. "
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