Liberty Life is taking its customer service capabilities to a new high with the implementation of an Avaya contact centre solution from Spescom DataFusion.

"The decision to upgrade was prompted by the enormous business benefits of the new platform, says Hennie Nortje, group executive: individual operations at Liberty Life.

“Customers are our lifeblood and we are continuously looking for ways to improve the service we provide. We chose to implement Avaya technology because it is proven, reliable, world leading technology and we believe it will greatly enhance our service offering to our clients. Spescom was selected due to its track record of efficient delivery and the highest level of after sales support in the industry.”

Nortje says the new system will lead to greater efficiencies due to its advanced reporting capabilities, sophisticated routing algorithms, as well as call and skills based routing and most importantly agent assessment and management.

“Spescom DataVoice recording technology will provide risk management with recording of external and internal interactions.  One of the most exciting benefits of this deployment is the DataVoice Qnique product – an agent performance evaluation tool that is easy to use and provides enhanced customer satisfaction and decreases training overheads,” says Nortje.

Spescom DataFusion MD, Paul Fick says the Liberty Life solution is geared to provide complete management of client interactions and incorporates a range of tools that will effectively run the contact centre and facilitate ease of integration into applications such as IR (Interactive Response).

Nortje adds this world proven technology will permit roll-out to branch offices while maintaining central control at Liberty Life head office.