JSE-listed Spescom has supplied voice recording software to DigiCall Solutions for deployment at the Glasfit and PG Glass call centres.
DigiCall Solutions is an outsource solution provider that hosts call centres for both national and international companies.
Spescom DataVoice, the voice transaction management operation of the group, delivered an Orion Professional recorder and Mitel recording interface for VOIP switch.
According to DigiCall Solutions managing director, Willem de Clercq, DigiCall is one of the fastest growing business process outsourcing (BPO) companies in SA.
"We identified the need for reliable voice recording solution. Spescom evaluated our requirements and recommended the supply of what has become a valuable business asset," says De Clercq.
"This advanced technology of the Orion Professional recorder is a mission-critical business tool that enables us to provide the highest level of customer service."
According to Spescom DataVoice commercial manager, Andrew Condon, this is Spescom's first implementation of Mitel in SA.
The DataVoice Mitel RC facilitates the deployment of powerful and flexible recording solutions incorporating features such as tight computer telephony integration with PBX, easy central configuration, and analogue, digital or VOIP recording.
"We have numerous installations abroad, but this contract showcases Mitel in the local market. Orion Professional is a full-featured digital recording system that allows speedy access to stored information and meets customer needs in a single, cost-effective solution," says Condon.
"This product is scalable and aids ongoing agent assessment and training. The transaction record also serves to eliminate fraud and ensures the customer is protected.
"The call centre is the sole point of contact for the customer. The agent takes the initial enquiry, liaises with the customer's insurance company, processes the claim and dispatches an installer. This translates into a seamless operation from the customer's standpoint," concludes Condon.
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