DataVoice (Pty) Limited has expanded Telkom South Africa's existing Paradigm voice recording solution to log all telephone calls into its fault-reporting and directory enquiries call centres. DataVoice, a wholly owned subsidiary of Spescom Limited, provides a complete range of reliable and easy-to-integrate digital voice and fax recording products for legal and quality improvement purposes.
Robert Koch, strategic account manager: DataVoice, says 16 Telkom contact centre sites countrywide presently utilise the company's Orion Professional voice recorders, all linked to a central database situated in Telkom's Pretoria control centre, the National Network Operational Centre (NNOC).
"DataVoice's relationship with Telkom originally started with the implementation of its earlier DVX call centre and voice recording solution in the organisation's 0020 and 1023 customer contact centres.
"When Telkom implemented a different Automatic Call Distribution (ACD) system at its call centre facilities, the DataVoice recorders' advanced logging, retrieval and security functions and open storage model still offered the ideal solution for its voice recording requirements."
Koch says that this year, 210 telephone lines at Telkom Online, the telco's new 10212 Fault-Reporting call centres, have been integrated in the Paradigm solution.
"This implementation is in addition to a R12 million contract in 2000, which saw 1 300 lines in Telkom's 1023 Directory Enquiries contact centres being recorded on the DataVoice Orion voice recorders." Koch says the Paradigm recording solution with its central depository system allows a unified view into all Telkom's call centre recordings, as well as central administration and management of the complete system.
"The database at Telkom's control centre monitors and reports on all its contact centre voice recorders, while also managing each recorder's alarm system, bringing about significant time, cost and human resource savings."
Koch says Telkom uses the DataVoice recorders for a variety of functions to improve its client service levels.
"The voice recordings firstly assist the call centre supervisors and managers in training Telkom's agents through call quality feedback." Since Telkom has implemented the Paradigm recording solution, its contact with and service to the public have improved vastly.
"But the DataVoice solution also provides Telkom with the opportunity to update its directory databases, ensuring more efficient client service.
"By monitoring client call durations and accessing calls longer than a specified time, contact centre staff is able to identify incorrect database entries such as two companies with the same listing."
Moreover, Koch says, customers calling the Telkom fault-reporting service have the assurance that their calls are recorded, providing a reliable backup to the voice transactions.
DataVoice is also in the implementation phase of a health monitoring system for Telkom's voice recording solution. "The system will eventually monitor all recorders from the main control centre to identify, for example, lines that are not being recorded and notify the relevant maintenance personnel speedily and efficiently - possibly via a short message service (SMS)."
In effect, the Paradigm recording solution allows the telecommunications giant to record anything, anytime, anywhere, presenting a perfect reflection of the DataVoice motto, Koch concludes.
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