Daly Contact Centre Solutions, which provides integrated business process outsourcing (BPO) and contact centre solutions, has established a purpose built, state-of-the-art contact centre in Mount Edgecombe, Durban.
Spescom Datafusion supplied and installed the system.
The combination of Avaya and Spescom's own technologies has enabled Daly to implement a customised intelligent communication strategy that meets the needs of its customers.
Daly offers BPO solutions, including debt recovery, telemarketing, customer care, market research and hosted services. Its client base boasts leading South African companies in the banking, retail, insurance, medical and telecommunications sectors, including Standard Bank, Foschini, Woolworths, Lancet Laboratories and Cell C.
Theresa Condes, sales and marketing executive at Daly, comments: "Business processes have been transformed by technology advances such as e-business, the Internet and the implementation of advanced integrated networks. This, in turn, has led to changes in the way businesses interact, collaborate and transact with their customers, suppliers, partners, employees and shareholders.
"These changes gave rise to Daly's requirement for a business environment that would harness these advances and ensure that the enterprise's operations and IT systems could respond in an agile manner to changing market and business needs."
Daly specified a solution that was to be stable, reliable, scalable and flexible and turned to Spescom DataFusion for a solution. Applying its in-depth understanding of the contact centre industry and of Daly's business Spescom DataFusion conducted a thorough investigation of Daly's requirements and recommended a solution that would meet them.
Paul Fick, MD of Spescom DataFusion, says: "The solution we proposed was primarily based on Avaya's product offering and leverages the power of converged networks (a single network for voice, data and video), a multi-service networking infrastructure, unified communication and communication-as-a-service. Specialised value-add components such as DataVoice's recorders and a RealConnect dialler solution were added, enabling Daly to handle customer demands in a dynamically changing business environment."
Condes adds: "By implementing the very latest telephony, computer and infrastructure technologies, we are now assured of a communications architecture that will allow us to meet our promise of powering high-value interactions with our customers. This implementation has provided Daly with good measurement and management tools, enabling it to make quick and accurate business decisions with respect to enhancing the operational and overall performance of the business – and improving our competitive advantage.
"Consistently meeting service levels and having the flexibility to fulfil new and innovative customer demands is dependent on the use of reliable and adaptable technological solutions. A state-of-the-art contact centre solution such as the one we have implemented gives customers the assurance that the efficiency and effectiveness of their contact centre operations and services are built on firm technological foundations."