JOHANNESBURG, February 21st 2006, Spescom, the JSE- and Nasdaq-listed international technology innovator, has a long-standing relationship with Nedbank, recently highlighted with a further investment of just under R1 million in Spescom solutions.
The latest solution, provided for the bank's Braampark outbound call centre, builds on its existing Avaya PDS call centre and DataVoice Nexus backend systems, to achieve high productivity with automated call recipient verification and secure voice-recording and archiving, using the DataVoice Orion professional voice recording system.
"The Spescom team have always delivered quality service and good results and this is again the case with this new project," says Andy Hilton, head of call centre infrastructure for Nedbank Johannesburg and Durban.
"Nedbank's existing Avaya PDS dialler system, as used in the Braampark call centre, already provides great efficiency with intelligent, automated dialling. Approximately 70 agents in the call centre are marketing products for several busy divisions of the company: Home Loans, Asset-based Finance, Current Accounts and Card Collections.
"What we needed was a voice recording solution that provides secure verification and archiving. This enhances productivity and ensures the bank is fully compliant with the latest legislation. We chose the DataVoice Orion Professional voice recording solution as it was easy to deploy alongside the Avaya PDS front-end and the DataVoice Nexus back-end that interfaces with our larger IT network."
"The Orion Professional E210 system deployed allows for simultaneous recording of as many as 210 calls," says Paul Fick, CEO of Spescom DataVoice. "We had our DataVoice labs design a custom recording controller to make sure that only the 'live' Avaya PDS dialler calls that are switched through to the centre's agents are recorded. This recording controller along with the DataVoice recorder therefore provides for a manageable number of recorded agent calls, specifically related to the campaigns on which they focus. This then also filters out calls that are not answered in person (eg, faxes, answering machines, etc).
"This is the point at which the DataVoice Orion Professional voice recording kicks in, providing immediate-access for search and playback of agent/customer conversations, online archiving, which holds as much as 1TB of recent calls, and then a compliance archive on long-term storage media.
"The entire solution is then integrated with Nedbank's DataVoice Nexus system, which interfaces with the IT network and provides Nedbank call centre personnel with a unified view of all the recorded agent/customer conversations across multiple voice recorder platforms at both the Braampark and Durban call centres. The DataVoice Nexus system also provides for secure remote access and monitoring for authorised personnel."
"Spescom has a dedicated team which does all the necessary analysis to ensure the platform installed does what is intended and doesn't have problems when the solution goes live," says Hilton.
"Spescom is an established supplier to both Nedbank and the larger Old Mutual Group and, once again, they have given us the technology to meet our business needs in a cost-effective and efficient manner," he concludes.
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