Johannesburg, 15 Feb 2006
Rapidly expanding National Alamo Car Rental South Africa has invested just under R1 million in call centre technology from Spescom DataFusion, the contact centre operation of the JSE- and Nasdaq-listed, Spescom group.
National Alamo is the third largest car rental company in the world.
"We have grown very successfully over the last couple of years and now rank in the top five in the car rental market," says Judy Duncan, call centre manager for National Alamo. "Our agents deal with hundreds of calls and e-mails daily and we were looking for the right technology to make our system work effectively - and allow for anticipated growth.
"We considered proposals from the leading vendors and settled on Spescom DataFusion for reasons of cost-effectiveness, appropriate technology that meets our business needs and - last but by no means least - the professional and supportive relationship we established with Spescom right from the start," says Duncan.
"The solution comprises the best Avaya CMS technology and the powerful CRM functionality of the Presence product which we supply," says Paul Fick, MD of Spescom DataFusion. "Presence is a recent addition to our solution offering, which is proving very successful in the market.
"Avaya CMS provides enterprise-level reporting and management for a call centre and provides information on all interaction, whether on traditional telephone networks or on IP networks. The Presence CRM technology allows logging of and access to communications from non-voice channels, in this case specifically e-mail."
"The multi-channel capability was critical for our business process," says Duncan. "Quality of service is another factor - in our business, we cannot afford any errors or annoyances for customers.
"The combination of Avaya CMS and Presence in the solution gives us a virtually future-proof foundation to continue building on the success of our business and expand in the years ahead. With about 30 regional branches to co-ordinate, our telephony expenses are considerable and this leading technology now means we can explore cost savings by using VOIP links between branches.
"Lastly, it provides a high level of service delivery to our customers. That is important in any business but probably more so in our market than in many others.
"Having a very positive relationship experience with Spescom right from the start - exemplified by the rapid and seamless deployment of the solution in January - was equally a major part of the success of this project," she concludes.
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