GBM enters strategic partnership with Spescom

The alliance will permit GBM to distribute the full range of DataVoice products throughout the region. It has already shown its potential through GBM's successful implementation of Spescom's 'DataVoice' solution at two major national banking groups in the GCC region, which fully complement the existing Cisco IP telephony solutions already present in the banks, providing seamless, reliable, real-time recording and retrieval of pure IP telephony sessions. The recorder receives call events from a CTI interface via the Cisco Call Manager, ensuring that all calls on all marked devices are unambiguously recognised and recorded together with their associated call information.

These two successful projects have helped to establish the solution in the region, and more clients have already been identified as potential customers for this new offering in the data and voice communications domain.
"DataVoice technology captures, manages and recreates any form of live multimedia transaction. It is not only the means by which the spoken word is transformed into a binding contract but is also the link to a transaction audit trail. The technology can be used to monitor the quality of customer interaction for service purposes. It can also be deployed in support of legal requirements where the accurate records of voice interactions are vital to dispute resolution," said Albert Selzer, Managing Director, Spescom Ltd (UK).
The product range is wide and includes a competitive, comprehensive performance management solution that addresses a myriad of needs in the contact centre environment."

"Our systems are renowned for reliability and ease of integration with a wide variety of telephony environments and diverse business applications. We offer the complete solution from stand-alone digital replacements for reel-to-reel recorders in emergency centres to distributed and integrated transaction recording solutions in financial and insurance houses,"

continued Mr Selzer.

Spescom's range of business solutions spans the entire spectrum of voice and data transaction management, offering the ability to record, manage and analyse voice transactions, ensuring the quality of customer interaction as well as providing support for business processes. Their services cover circuit switched telephone networks, voice over IP implementations, agent desktop screen activity, enterprise-wide recording management and workforce relationship management.

The solutions include multiple recording platforms catering for diverse call and data sources, recording controls offering additional recording management functionality, central storage locations, search and playback capabilities and data processing, audio mining and problem call detection tools.

"In addition to our partnership with Spescom DataVoice, GBM is also a Cisco Systems, Inc. Gold partner. The Gold Certification provides us with the resources to further develop our expertise in selling, implementing and supporting Cisco network solutions, which, when combined, create an exponentially elevated, value added solution in this area of technology," said Georges Ferzli, Director of Integrated Technology Services, GBM.