Spescom DataFusion has announced the signature of a R12m call centre and outsourcing deal with Fusion Outsourcing Services, local shared services arm of the Budget group of companies, and provider of outsourcing services to the short term insurance industry in general.
Spescom DataFusion, CEO, Paul Fick, says solution elements include an Avaya call centre and telephony solution, Cisco infrastructure (LAN and WAN), servers, desktop PCs and monitors.
"Spescom provided all the expertise, solutions and resources required for designing, planning, implementing and supporting the new call-centre facility," says Fick. "The facility is designed to cater for the needs of a 350-agent staff complement and have sufficient headroom to scale upwards of 700 agents."
Additionally, the solution needed to be implemented in a very short period of time, since Fusion's business model cannot tolerate any downtime during office hours; and be flexible in its nature, allowing access to the contact-centre to be facilitated either from a connection on the Fusion's internal network, or a remote network connection.
Today, remote access is not only a reality, but the solution is virtually-integrated with Fusion's main site in the UK, meaning that the solution is fault tolerant and a vital contributor to Fusion's business continuity efforts.
"A project of this nature is always difficult in the sense that it not only included a move to new infrastructure, but incorporated certain elements of the existing infrastructure. The change had to take place over one weekend and included a move from the current architecture to a new VOIP solution," says Johann Kunz, managing director of Fusion SA.