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Issue Date: July 2007

Ekurhuleni College establishes dual-use contact centre

12 July 2007

Ekurhuleni East College is building a new contact centre using technology supplied by Spescom DataFusion.
Ekurhuleni East College provides further education and training (FET) for a wide range of industries and the contact centre now under construction will provide training for students as well as being used for outsourcing.
"The innovative part of the contact centre's design is to allow for its being used as either a training centre for students or as an outsourcing facility," says Paul Fick, CEO of Spescom DataFusion. "The goal is to enable the college to offer other institutions and companies an outsourced contact centre, whatever their needs are."
The solution provided by Spescom DataFusion includes the latest IP voice recording technology (a Spescom DataVoice Libra system) and Avaya Communication Manager. Apart from providing full contact centre services, the system also connects to over 70 back-office extensions, all running IP-based telephony. This will enable the college to use the contact centre for its own requirements, as well as handling training and outsourcing.
The college has campuses spread between Benoni, Brakpan, Daveyton, Springs and Kwa-Thema. The contact centre will fulfil needs for better, centralised communication for the institution.
"Eventually, the solution we are putting in place can be extended to cover all the needs of all five campuses," says Fick. "Our focus has been on scalability and the flexibility to handle future requirements."
Ekurhuleni East's principal, Dr Clarence Pereira, highlights the College's strong commitment to serving the community beyond the parameters of an educational institution. The contact centre creates new opportunities for employment and improved services. "We are training people in this environment which we hope will lead to employment opportunities for local individuals. In this regard we are inviting personnel agencies to evaluate our learners for suitable positions."
"Spescom has given us excellent support in the planning of this project," says Johan Groenewald, project manager for recapitalisation at Ekurhuleni East College. "Obviously, the technology provided meets both our current and future needs so that we can achieve the goals we have set for ourselves."
"We have worked with the college in a partnership aimed at future growth," says Fick. "This is not a contract where we simply supply a technical solution. We look forward to an ongoing involvement with the college's plans to offer expanded services and opportunities for the communities it serves."

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