Spescom DataFusion, the contact centre operation of multinational technology innovator, Spescom, has deployed an Avaya call centre upgrade for Direct Axis.
Direct Axis is a specialist financial services company that offers high-quality products such as personal loans and insurance.
According to Paul Fick, MD of Spescom DataFusion, it was necessary to guarantee that the call centre could handle increasing volumes without compromising on quality of service.
"A fully functional call centre platform was deployed, upgrading the existing Avaya PABX.
"This solution is built on Avaya's latest Multivantage technology and provides an excellent foundation for growth. The platform includes softphone functionality - with agent phones - ensuring uninterrupted communication in the event of network failure. It was also necessary to be able to provide IP telephony and multimedia capability for future use, and call centre management.
"The CenterVu Call Management System (CMS) offers advanced statistical reporting capabilities that provide valuable information including call length and identification of peak periods. This enables management to bolster the staff complement when necessary, to achieve maximum service and effectiveness.
"This information is also a vital tool in agent evaluation and training, enhancing service levels and maintaining quality."
Fick concludes that the change over to the new technology took place seamlessly.
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