Spescom DataFusion, a division of Spescom Limited, has launched a specialised Solutions Engineering Division that bolsters its offering to the contact centre and enterprise telephony market, providing consultation, sophisticated system design and integration capabilities.
This new division will leverage the increased demand among organisations for advanced communication platforms. “Telephony and call centre solutions are more software- than hardware based. They offer functionality that allow organisations – with the right integration of underlying business and customer relationship management systems – to enhance interactions with their customers and improve business performance,” said MD of Spescom DataFusion, Paul Fick.
“As more organisations adopt these technologies, the need for customisation and configuration, as well as integration, has grown. Our Solutions Engineering Division, which is staffed with highly skilled and professional resources, including software developers, business consultants and analysts, is tailored to fulfil this need.”
The Solutions Engineering division is a natural extension of Spescom DataFusion’s offering. The new division leverages the 30 years’ experience of the company in delivering integrated communication solutions to organisations across the financial, retail, contact centre and enterprise sectors.
The division broadens Spescom DataFusion’s offering, enabling it to offer a fully managed, end-to-end solution to customers. “We have in the past successfully made use of sub-contractors to fulfil these requirements. However, we believe it is critical to the ongoing success and growth of the company that we now further grow our IP and keep it in-house. The capabilities housed in this new division will allow us to apply better control and management in terms of the design, implementation and project management of integrated solutions,” says Fick.
While the division will be aligned to the development of solutions of Spescom DataFusion’s technology partners – Avaya, Jacada, Spescom DataVoice and Presence – its field of expertise extends to the integration of all best-of-breed and proprietary or in-house developed solutions. The Solutions Engineering division will also offer a Single View solution to the market. This solution makes use of Jacada technology rather than pure integration of systems to provide the agent with a single view of customer interactions.
