Multinational technology innovator, Spescom, has provided a complete call centre solution to Financial Management International (FMI).
Spescom DataFusion, the group's contact centre operation, has supplied Avaya's IP Office to FMI's head office just outside Durban.
FMI is a niche market insurance provider that conceptualises and delivers specialised risk based products to the self-employed and professional markets.
FMI's claims and operations manager, James Benskin, says the company needed an adaptable solution that would improve customer relationship management and optimise the utilisation of resources.
"Our business environment is constantly changing and in order to be successful, one has to be able to meet new demands, and maintain service levels.
"Not only does the call centre technology allow us to streamline operations in terms of customer satisfaction levels, it is also flexible and scalable for future growth.
"DataFusion met all of our business requirements. We were extremely impressed with the speed of installation, the technology, and the excellent service and reliability of Spescom's personnel," Benskin says.
According to Paul Fick, MD Spescom DataFusion, this is the first deployment of Avaya IP Office in the KwaZulu-Natal region.
"This product is the latest innovation in converged voice and data technology from Avaya. It includes voice mail, voice recording, integrated messaging, full PBX features, ACD, and call centre measurement," says Fick.
"The system is capable of providing invaluable statistics on peak period times, length of calls and agent availability. This enables FMI to monitor performance and customer service levels. The solution is transparent, allowing the call centre platform to communicate electronically with the back office."
Fick notes that DataFusion also supplied the voice transaction management component of the deal.
"Spescom's proprietary DataVoice technology has been deployed for the recording requirements of the client. It can be used for both legal purposes for claim handling as well as agent evaluation and training."
"Calls from customers and potential customers now go directly to all users, including the call centre agents, bypassing the switchboard thereby saving time and enhancing service levels."
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