Eskom is a company that has been internationally recognised for its excellent customer service and high levels of operational efficiency.
Hugh McGibbon, Eskom's Divisional Customer Service Manager, notes some of the company's recent awards for its customer service management systems and operations.
"Eskom has won several prestigious international customer service industry awards in recent years," he says. "Our improved contact centre performance, based on the Avaya platform supplied and supported by Spescom DataFusion, resulted in two of Eskom's contact centre management team members receiving prestigious industry awards in 2006.
"These awards serve to confirm that Eskom's customer service strategy is working and that we are continuously providing world-class customer service."
Spescom DataFusion was selected to deploy the customer contact solution platform capable of meeting the strategic objectives of the power giant. Spescom was chosen due to its proven technical expertise, unsurpassed experience in this market and its Avaya-based contact centre solutions.
"Eskom's strategic objective of providing the highest standard of customer service has been fulfilled over the years by Spescom's deployment and support of Avaya's state of the art technology solutions," says Paul Fick, CEO of Spescom DataFusion.
"The company has been upgrading systems continuously over the past five years. The latest update is a continuation of the company's ongoing strategy.
Fick says Spescom initially deployed seven Avaya call centres. The details of call flows, business rules, handling of seven languages, application of computer telephony integration and self-help through the Avaya Conversant Interactive Voice Response, were unique features at the time of deployment.
"This was a world first for Avaya and led to Eskom being listed as an international Avaya reference site, where Avaya showed prospective customers from around the globe how its technology was being used in a world-class utility," says Fick.
The decision to install the latest upgrade was driven by changing business requirements and by Eskom's desire to have the best technology in place to support its strategic objectives.
"Central management, central statistics and ease of deploying changes in call flows were important considerations in the decision-making process," says Fick. "Furthermore, the move to full virtualisation - which Avaya now supports in a much more elegant way, using VOIP (voice over Internet Protocol) - made it attractive.
"Spescom has an ongoing relationship with Eskom which builds on both companies' mutual commitment to improved service through innovative technology," concludes Fick.
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