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Specommunicator_edition 1.pdf - Forging new partnerships Spescom

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					                   Edition 1 - July 2008




                         Spescom CEO
                         nominated for
                      Businesswoman
                     of the Year Award

                            Changes to
                         executive team




       New
   Frontiers
Spescom WINS       Forging new
Innovation Award   partnerships
                                                                              Contents
                                                                      3	      A	New	Frontier	for	Spescom

                                                                      6	      The	Spescom	Landscape	Is	
                                                                              Changing	-	A	Snapshot	of	
                                                                              Spescom	Operations

                                                                      8	 Forging	New	Partnerships
      Juanita van der Watt,
                                                                      10	 Spescom	DataVoice	Delivers	
Group Executive: Marketing                                                    World’s	First	Unified	Mobile	And	
     and Communications,                                                      Fixed-line	Telephony	Recording	
         Spescom Limited
                                                                              Solution

                                                                      11	 Changes	to	the	Executive	Team
             Editor’s Note                                            12	 Skills	Development	Critical	To	
                                                                              Spescom’s	Growth,	Success

             Dear Stakeholder,                                        14	 Spescom	Creates	a	State-of-
             Spescom is a company focussed on enhancing
                                                                              the-art	Contact	Centre	for	Daly                                                                                                                                                   
             the delivery of integrated business communica-
             tions. In line with this, we understand the impor-
             tance of communication and maintaining ‘open
                                                                      15	 CEO	Nominated	for	
                                                                              Businesswoman	of	the	Year	
             channels’ with you, our stakeholder. We have thus
             changed our newsletter – Spescommunicator – to                   Award
             ensure that we keep you up to date with what is
            happening in the Spescom Group.                               	 Spescom	Wins	National	
             We are delighted to launch this first issue, which is
                                                                             Business	Awards’	2008	
             aligned with the evolution of Spescom and our                   ‘Innovation	Through	
             continuous journey into new frontiers.                          Technology’	Award
             The Spescommunicator is designed and struc-                                                                                            Jené Palmer, CEO of Spescom Limited
             tured in such a way that we can give you a peek               	 Spescom	Promotes	Staff	Health	
             into the Spescom Group and, as such, make you                   with	its	Wellness	Day

                                                                                                                                                     A New Frontier for Spescom
             part of our journey.

             A man once said, “If you’re not riding the wave of
             change ... you’ll find yourself beneath it”.            About Spescom
                                                                     Spescom (Pty) Ltd is a JSE listed company operating                                                                                                    by Jené Palmer, CEO, Spescom Ltd.
             I think you will agree that in today’s ever changing    in the ICT (Information & Communications Technology)
                                                                     sector. This Proudly South African Company was
             business world – if you do not continuously scan        founded in 1977 and has during its 30 year period

                                                                                                                                                 A
             the business landscape and develop and explore          delivered a number of world-first technologies, as well                         new era in communication has dawned.                  Spescom, now in its 30th year of existence,
             new frontiers, you will find yourself ‘beneath’ your    as innovative products and services to South African                            The convergence of voice, video and data          is built on entrepreneurship and innovation. As
                                                                     and global markets.
             competitors.                                                                                                                        technologies has changed the way organisations        such, we know that growth and sustained
                                                                           Spescom consists of four divisions: Spescom
                                                                     DataFusion; Spescom DataVoice; Spescom Telecom-                             interact with customers, making the implementation    success depends on our ability to recognise new
             Hope you enjoy riding the wave of change into new       munications and Spescom Media IT. Through these                             of enhanced communications infrastructures critical   frontiers and leverage the opportunities they
             frontiers with us!                                      operations the company provides ICT infrastructure                          to customer service excellence. At Spescom, we        offer to create competitive advantage for our-
                                                                     that empowers its customers with the ability to
                                                                     enhance their business communications by maximis-                           understand that business communication is the         selves and our customers.
             Yours in communication,                                 ing the value of video, voice and data communica-                           lifeblood of an organisation and we are committed         Our insight into the implications and impacts of
                                                                     tions technologies.                                                         to keeping abreast of changes within this key         technological and regulatory change, as well as our
                                                                           The company has a staff complement of 270                             area. These changes, along with influences from
                                                                     with offices located in Johannesburg, Cape Town,
                                                                                                                                                                                                       knowledge of the business requirements that will
                                                                     Durban and London (UK).                                                     our internal and external business environments,      shape the communication arena of tomorrow, equip
                                                                             For more information about Spescom visit:                           continuously lead us to explore new frontiers.        us to take strides into these new frontiers.
                                                                                      www.spescom.com.

                                                                                                                  Designed by   10-0-1-0-202-0
         Our core business is the design, development,          Being successful, however, means everyone             To further grow our business, we need
    implementation and support of integrated business       at Spescom needs to have a clear vision of what      to continue to increase our market share,
    communication solutions that deliver real business      we want to achieve and how we are going to           using our expertise and know-how to con-
    intelligence. Our focus on customer interaction         accomplish it.                                       sistently create innovative solutions that
    management delivers a deeper insight into busi-                                                              enhance our customers’ business commu-
    ness issues which allow our                                                                                  nication needs. We thus need to continue to
    customers to make informed                                                                                   investigate and exploit this current frontier,
    strategic decisions. This                                                                                    gearing the business to rapidly recognise
    gives our customers the edge                                                                                 and explore new opportunities as needs
    over their competitors.                                                                                      dictate.
         Important market drivers                                                                                     We have already established solid foun-
    which are translating into                                                                                   dations in the delivery of business commu-
    exciting opportunities include                                                                               nication solutions that meet compliance
    stringent compliance with                                                                                    requirements, exploit the benefits of new
    legislation such as the Finan-                                                                               technologies and meet evolving customer
    cial Advisory and Intermediary                                                                               demands. Excellence in all our business
    Services Act (FAIS) and the                                                                                  areas, coupled with our ability to stay abreast
    Financial Intelligence Centre                                                                                of changing technologies underpin our
    Act (FICA) which require busi-                                                                               ability to respond to market changes, fluc-
    nesses to keep a record of                                                                                   tuations and trends with appropriate solu-
    their communications with                                                                                    tions. This is reinforced by the recent release
    clients. This underpins the                                                                                  of our voice recording solution known as
    requirement for our bespoke                                                                                  Libra Mobile that caters for the mobile
    development        and    voice                                                                              market.                                                                                                      
    recorder solutions that inte-                                                                                     To increase our agility and business value       menting our leadership team with further new
    grate seamlessly with our                                                                                    proposition we have outlined a few key business       appointments, establishing new and broader man-
    other enterprise-wide busi-                                                                                  goals. These form part of an evolutionary process     agement objectives and priorities, and refining
    ness communication solu-                                                                                     which is designed to assist Spescom to achieve        operational and service process requirements.
    tions, ensuring good govern-                                                                                 the excellence it needs to ensure sustained world
    ance.                                                                                                                                                                   The appointment of Viv Crone, previously CEO
                                                                                                                 class competitiveness.                                of Spescom DataVoice, as Chief Technology Officer
        Other significant changes                                                                               Among our key business goals are:                     will assist to synergise the expertise and offerings
    that present new opportuni-                                                                                                                                        across our four divisions -- Spescom DataVoice,
                                                                                                                 l strengthening our relationships with clients to
    ties for our Spescom Tele-                                                                                                                                         Spescom DataFusion, Spescom Telecommunica-
                                                                                                                      become a partner of choice,
    communications              and                                                                                                                                    tions and Spescom MediaIT -- driving the identifi-
    Spescom Media IT divisions                                                                                   l   broadening our offerings in the hosted and        cation and development of more comprehensive
    are the deregulation of the                                                                                      managed services environments,                    and innovative client solutions. He will provide
    telecommunication industry                                                                                                                                         Spescom with a technology ‘edge’ through his
                                                                                                                 l   increasing the synergies across our business
    and the issuing of new tele-                                                                                                                                       ability to identify future trends and build on the
                                                                                                                     units,
    communications and broad-                                                                                                                                          company’s existing strengths of understanding
    casting licences.                                                                                            l   leveraging off the connectivity opportunities
                                                                                                                                                                       and meeting customer demands.
         Spescom DataFusion, in                                                                                      created by deregulation to expand our client
                                                                                                                     base and develop new and innovative solutions,         The DataVoice CEO position has been filled
    turn, will leverage the trend                                                                                                                                      with the appointment of Kgabo Badimo, a highly
    across business and industry                                                                                 l   growing our resources and continuing to           qualified and experienced manager who has a
    toward converged communi-                                                                                        strengthen the Intellectual Property of skilled   keen understanding of emerging technologies and
    cations infrastructure and solutions, and the ongoing   The vision, the reality                                  and experienced staff and visionaries in our      their market position. Badimo’s role will drive the
    rollout of ever more telecommunications infrastruc-                                                              businesses,                                       growth of the DataVoice business in existing and
    ture and bandwidth, to the advantage of both            To date, our own world-first voice technology
                                                                                                                 l   increasing our focus on the delivery of inte-     new markets.
    Spescom and its customers.                              solutions, globally acknowledged depth of tech-
                                                            nology skills, and carefully selected global part-       grated customer solutions, and                         There is more to come as Spescom is perpetu-
         In addition, the economic downturn is forcing                                                                                                                 ally moving towards new frontiers in order to stay
    companies to explore ways to improve their opera-       nerships with world leading vendors, have seen us    l   developing new solutions and continuing our
                                                                                                                                                                       ahead of the game. We look forward to meeting the
    tions and reduce costs. Spescom is ideally positioned   acquire dominance in emerging markets in the             investment in mobile applications that meet
                                                                                                                                                                       changes that time and technology advances will
    to meet these requirements through its services,        contact centre and broadcast media production            the needs of the shifting business landscape.
                                                                                                                                                                       usher in and will continue to re-position ourselves
    which include the installation, management, mainte-     arenas. In the telecommunication access and
                                                                                                                      The groundwork needed to meet these newly        in order to keep abreast of technology and market
    nance and support of voice, video and data platforms,   transfer arenas we have become an important
                                                                                                                 introduced goals is already being laid. We are aug-   trends.
    and the monitoring of performance thereof.              supplier to Telkom and Neotel.
                                                                The Spescom                                                                                                    u SPESCOM’S INTERIM RESULTS SHOW

                                                                Landscape is                                                                                                       CONTINUED FINANCIAL RECOVERY
                                                                                                                                                                                   Spescom’s interim results for the six months
                                                                                                                                                                                   ending 31 March 2008 reflected revenue

                                                                 Changing                                                   “Broadcasting organisations will need to
                                                                                                                                                                                   growth of 11,7% to R162 million, with oper-
                                                                                                                                                                                   ating profit increasing to R4,9 million com-
                                                                                                                                                                                   pared to breakeven in the comparable
                                                                                                                                                                                   period. In addition, the company showed a
                                                              A Snapshot of Spescom                                    create, process and release better quality content
                                                                                                                       faster, forcing an upgrade to world class digital
                                                                                                                                                                                   4.9% increase in headline earnings per
                                                                                                                                                                                   share to 4,3 cents. These results reflect
                                                                                                                       solutions and, for many, the appointment of solu-
                                                                   Operations                                          tion providers that will partner with them in the
                                                                                                                                                                                   Spescom’s continued financial recovery,
                                                                                                                                                                                   which has primarily been achieved through
                                                                                                                       delivery of the non-core parts of their operations.         a focus on core competencies and increas-
                                                                                                                       Broadcasters, like every other ICT-reliant business         ing market share and moving into new
                                                           The future of telecommunications is broad-                  in South Africa, are losing key skilled resources.          markets.
                                                            band everywhere, anytime and anyplace                      They can no longer do everything themselves and
                                                                                                                       are thus turning to specialised solution providers          Say Dashni Sinivasan, Chief Financial
                                                                                                                       for assistance.”                                            Officer at Spescom Limited: “We expect
                                                                                                                                                                                   the positive trend to continue.”

    S pescom’s expertise success.
      groundwork for its
                          and know-how in the industries within which it operates lays the
                                         On all fronts – in the Spescom Telecommunications, Spescom
    DataFusion, Spescom MediaIT and Spescom DataVoice divisions – new trends are emerging, driving
                                                                                                                            Du Toit notes that as consumer awareness of
                                                                                                                       these new technologies increases, the requirement
                                                                                                                       for quality content on demand will grow. “Broad-
    new customer requirements and changing the competitive landscape. This is giving rise to a host of new             casters’ ability to remain competitive in this envi-         Fick also notes that he is seeing increased
    opportunities – frontiers that Spescom is well equipped to explore and conquer.                                    ronment will thus depend on their technology and        commoditisation and standardisation of hardware
                                                                                                                       equipment choice, as well as the solution provid-       and more emphasis on managed services and                
                                                                                                                       ers they partner with,” he emphasises.                  hosting. “There is a lot of interest in emerging tech-
         Viv Crone, CTO of Spescom Limited com-            converged communications, the demand for higher                                                                     nologies that are assisting to drive multimedia
    mented: “Three major trends currently impact           capacity and higher speed of implementation. This                Paul Fick, CEO of Spescom DataFusion
                                                                                                                                                                               communication sessions to become more main-
    business: the scarcity of skills; the pervasiveness    is driven by an ever-increasing demand by users             shared his view of the contact centre and commu-
                                                                                                                                                                               stream.”
    of mobile communications; and the different value      for broadband connectivity.                                 nications telephony market: “The market is particu-
                                                                                                                       larly volatile at present with significant consolida-        Spescom DataVoice delivers solutions that
    systems of a new generation of employees. It’s              “User demand and the increasing sophistica-
                                                                                                                       tion and repositioning. Some smaller and niche          meet the needs of voice transaction management
    important that we leverage the opportunities these     tion that the ‘digital age’ is delivering is resulting in
                                                                                                                      organisations operating in this sector are being        and call centre operations, including workforce
    trends represent for ourselves and our clients.        greater competition as customers now have more
                                                                                                                       acquired by larger companies who need additional        optimisation and risk mitigation. Spescom Data-
         “Integrated business communication solutions      to choose from. Users are thus demanding more                                                                       Voice’s market sector is currently a dynamic and
                                                                                                                       specialised skills and a broader client base to
    are vital to exploiting these opportunities. Since     bandwidth, more information, improved levels of                                                                     exciting one.
                                                                                                                       expand their market share. Customers are also
    designing, developing, implementing and main-          local service and support, a better performance
                                                                                                                       becoming more selective, demanding proven and                Says recently appointed CEO of Spescom
    taining these solutions is Spescom’s core busi-        cost ratio, a high degree of flexibility and faster
                                                                                                                       comprehensive solutions from solutions providers        DataVoice, Kgabo Badimo, “The need for inte-
    ness, this will drive demand for our products and      time to market,” he explains.
                                                                                                                       with a solid track record. This is indicative of a      grated business communications within the mobile
    services.”                                                  Looking into the future, Makore notes that the         market that is growing and gaining acceptance           market is driving the development of new solutions.
         We spoke to the four divisional CEOs within the   technology borders between fixed line and mobile,                                                                   New technologies, such as Spescom DataVoice’s
    Spescom Group to gain a better understanding of        and broadcast and telecommunications are blur-                                                                      mobile recording solution Libra Mobile, which
    the impacts of these trends on the markets within      ring in the telecommunications market. “Conver-                                                                     allows mobile users to record their telephone con-
    which they function.                                   gence in terms of technology, regulations and                                                                       versations wherever they may be and then access
         In the telecommunications sector, Thomas          devices is everywhere. In the next five years we                                                                    and manage them in a unified format with fixed line
    Makore, CEO of Spescom Telecommunications,             expect broadband penetration to grow more than                                                                      recordings, is a key example of the innovative solu-
    notes that technology trends are moving toward         20% per year, with wireless technology and the                                                                      tions Spescom is creating to meet these new
                                                           roll-out of fibre networks increasing significantly.                                                                needs.”
                                                           As the price of broadband continues to decrease,
                                                                                                                                                                                    Crone Concludes: “It is clear that a new fron-
                                                           consumers will have more choice and much higher
                                                                                                                                                                               tier defined by the use of new and different tech-
                                                           traffic caps on their services.
                                                                                                                                                                               nologies has emerged. This has changed the way
                                                                 Sean du Toit, CEO of Spescom Media IT,                                                                        information is delivered, how people communi-
                                                           notes that the new trends in technology in the                                                                      cate and what they expect from business. Spes-
                                                           broadcasting arena include the move to High Defini-                                                                 com’s mantra is ‘understand, innovate and deliver’.
                                                           tion TV (HDTV) and Digital Terrestrial TV (DTT). This,                                                              Our dedication to understand the changing needs
                                                           coupled with the emergence of Internet Protocol                                                                     of our customers as well as our capability to
                                                           television (IPTV) where the video stream is encoded                                                                 develop and source the applicable products and
                                                           as a series of IP packets and the user has more             which leads to the requirement for enhanced             services position us well to deliver the communi-
                                                           control of what they watch and when, turns the              iterations of contact centre and communications         cations solutions they need to gain competitive
                                                           current broadcasting model on its head, he says.            technology.”                                            advantage.”
                                                                                                                    ness solutions. We have involved our upstream
                                                                                                                    business partners in discussions with them, have
                                                                                                                    accompanied them to business meetings across
                                                                                                                    the globe and have developed an intimate under-
                                                                                                                    standing of their strategy and their business to the
                                                                                                                    extent that we work together to grow both our
                                                                                                                    businesses. Blake has grown from humble begin-
                                                                                                                    nings to become one of the biggest contact centre
                                                                                                                    outsource companies in the country.”
                                                                                                                        In the telecommunications sector, relation-
                                                                                                                    ships are cemented when deliverables are met,
                                                                                                                    there is meaningful value add and mutual trust,
                                                                                                                    says Thomas Makore, CEO of Spescom Telecom-
                                                                                                                    munications. “It is important for us to be seen as
                                                                                                                    the partner of choice because Spescom Telecom-
                                                                                                                    munications is a systems integrator. In other
                                                                                                                    words, our value add is in the services, response
                                                                                                                    times and quality of services, and not purely in
                                                                                                                    the technology.
                                                                                                                        “The local technical support we provide is a
                                                                                                                    key component to our offering. This allows us to
                                                                                                                    respond to faults quickly and ensure maximum up        the necessary training at every level. Taking this
                                                                                                                    time of the customer’s network, a key example of       one step further, we will now, through the exper-      
                                                                                                                    the importance we place on delivery of service         tise of our partners, assist Swazi TV with its on-
                                                                                                                    and ensuring the efficiency of our customers’          channel look and feel and develop its brand and
                                                                                                                    businesses.“                                           products.”
                                                                                                                        Spescom Media IT has been active in the                This is a partnership our customers can rely on.
                                                                                                                    broadcast arena for over two decades, providing            Viv Crone, previously CEO of Spescom Data-


          Forging New Partnerships
                                                                                                                    the solutions, services and enabling technology        Voice and now CTO of Spescom Limited, sums it
                                                                                                                   that takes the broadcast industry from image           up: “There is no easy way to work in the business
                                                                                                                    capture through to transmission. Says Sean du          communications solution provision arena without


                                                                                                                    Toit, CEO of Spescom Media IT: “What differenti-       creating a partnership with your client. The solu-

    S   pescom strives to be a partner of choice.                Says Paul Fick, CEO of Spescom DataFusion:
                                                                                                                    ates us and turns us into true partners in this        tions we design and implement affect people,
        In any business environment the relationship        “A relationship that is based on mutual trust, integ-
                                                                                                                    industry is our ability to provide an end-to-end       technology systems and processes. Often, a
    created with customers lays the foundation for          rity and an honest desire to create a win-win situa-
                                                                                                                    solution, from system design to workflow analysis,     mindset change is needed to use the new system;
    sustainable success and business growth.                tion can only occur when the parties in the relation-
                                                                                                                    implementation, support and training. This has         or input is required to integrate the new system to
         Spescom is not just another supplier of prod-      ship understand each other’s businesses, strengths
                                                                                                                    ensured that our customers’ keep coming back.”         existing systems and workflows. The vendor cannot
    ucts and solutions; the integrated business com-        and weaknesses, and demonstrate this knowledge
                                                                                                                                                                           do it alone. Developing a strong, trusting and
    munication solutions we provide form the basis of       in dealing with one another.                                 The recent R23.5 million SwaziTV infrastruc-
                                                                                                                                                                           transparent relationship between the client and the
    our customers’ interactions with their clients. The          We have gained six new customers in the            ture refresh done by Spescom MediaIT is a case in
                                                                                                                                                                           solution provider is the only way to extract maximum
    deep technical and business know-how we apply           financial, insurance, retail and contact centre         point. Explains Du Toit: “Ten years ago we helped
                                                                                                                                                                           value from a system or solution.”
    to the development, implementation and support          sectors in the last 12 months on the strength of this   this national broadcaster to migrate from a u-Matic
                                                                                                                                                                                These solutions often have a much broader
    of these solutions can directly influence their busi-   approach. Testimony to our strong vendor relations      videocassette format to Betacam. Now, due to
                                                                                                                                                                           impact on Spescom’s customers’ businesses.
    ness communications and operations positively.          is our recent re-certification as an Avaya Platinum     increasing competition, it has upgraded its facili-
                                                                                                                                                                           Crone explains: “Spescom DataVoice recently won
    Spescom cares about its clients’ business and this      partner and our achievement of Platinum Partner         ties, moving to a tapeless environment. This tech-
                                                                                                                                                                           a deal with the biggest cellular network operator in
    builds trust. Delivering on our promises builds         status with Presence.                                   nology overhaul puts Swazi TV on a par with inter-
                                                                                                                                                                           South Africa to provide it with a quality manage-
    credibility. Adding value to their business in an            A prime example of our partnerships is             national broadcasters in terms of its production       ment system that is underpinned by a recording
    ongoing manner through the application of our           Spescom DataFusion’s relationship with the              and postproduction facilities.“                        solution. Take into consideration that mobile
    expertise, cements our partnerships.                    contact centre operations of Blake, a provider of          However, it’s not just the new technology           phones and devices have changed the way South
         Spescom has recently entered into a number         Business Process Outsourcing solutions. “Together       and equipment that accounts for regained               Africans live and that mobile connectivity has
    of business partnerships with customers based on        we enabled Blake to meet their customer demands         market share. “Spescom Media IT assisted the           become a keystone of our society. Clearly, the
    this philosophy.                                        by devising and delivering technology and busi-         broadcaster through an operational and process         more efficiently it works, the more efficient the
                                                                                                                    overhaul, implementing workflow analysis and           country becomes.”
                                                                                                                              Changes to the Executive Team
                                                                                                                   u NEW CEO FOR SPESCOM DATAVOICE
                                                                                                                     Kgabo Badimo has been appointed CEO of
                                                                                                                     Spescom DataVoice where he will be responsi-
                                                                                                                     ble for maintaining and growing business within
                                                                                                                     the Spescom DataVoice division.
                                                                                                                         Badimo boasts a BSc Computer Science, a
                                                                                                                     MComm in Information Systems and an MSc in
                                                                                                                     Data Engineering as well as various business
                                                                                                                     leadership and administration qualifications. He
                                                                                                                     brings to the company the wealth of experience
                                                                                                                     he has gained in senior management positions
      Spescom DataVoice Delivers                                                                                     at public and private sector organisations such
                                                                                                                     as SAP, Kunjani, MTN, EDS, FNB, Anglo Ameri-

           World’s First Unified Mobile                                                                              can, SITA and Denel Infoplan.


                         And Fixed-line Telephony Recording Solution
     U nderstand, innovate, deliver Limited’s
                                     - these               since verbal exchanges of information can now
                                                           be recorded whereas previously only information
                                                                                                                                                                         u VIV CRONE APPOINTED IN STRATEGIC
        tenets underpin Spescom                                                                                                                                            CTO ROLE AT SPESCOM
     philosophy and drive our development of               in a written form was recognised as legally
                                                           binding. Having a solution that keeps an accu-                                                                  Technology lies at the heart of Spescom’s solu-      11
     new technologies, enabling our customers                                                                                                                              tions, making the Chief Technology Officer
                                                           rate record of verbal exchanges on mobile
     to enhance their business communication                                                                                                                               (CTO) role at the company one that is vital to its
                                                           phones significantly reduces risk for companies,
     solutions. In line with this philosophy, Spescom      providing them with peace of mind. This is                                                                      success. To better support its vision and strate-
     DataVoice, a subsidiary of Spescom Limited, has                                                                                                                       gic direction, Spescom has thus formally created
                                                           exactly what Libra Mobile delivers.                                                                             a fulltime CTO position within the company. Our
     launched the world’s first unified mobile and fixed
     line recording solution. Libra Mobile represents           Viv Crone, CTO at Spescom Limited, shared                                                                  choice for this critical appointment: Viv Crone,
     a new frontier in voice recording for Spescom,        his views on the product: “This solution is in                                                                  previously CEO of the Spescom DataVoice divi-
                                                           keeping with Spescom’s goal of providing our                                                                    sion.
10   and fulfils a vital and growing requirement within
     the increasingly technologically driven enterprise    clients with solutions that improve their business                                                                  The appointment of Crone, who has more
                                                           efficiency through improved business communi-                                                                   than 35 years experience in the technology
     business communications arena.
                                                           cations. Our technical understanding of our                                                                     sector and has proven his business manage-
          Pioneered by Spescom DataVoice, Libra                                                                                                                            ment skills on numerous levels, positions
                                                           markets and of our clients’ evolving business
     Mobile records conversations on a mobile device                                                                                                                       Spescom to leverage technology at a strategic
                                                           communication needs led to this innovative devel-
     and stores them in an existing corporate record-                                                                                                                      and operational level. Crone joined Spescom in
                                                           opment. It will assist organisations to focus on                                                                1990 and is highly valued for his technology
     ing environment, where they can be seamlessly
                                                           their core business with the knowledge that their                                                               expertise and business know-how. His leader-
     accessed along with all other recorded calls. This
                                                           risk is mitigated with Libra Mobile.”                                                                           ship and enthusiasm make him an invaluable
     enables all business users, rather than just those
     employees in call centre environments or other-            Libra Mobile offers a unified view of all enter-                                                           member of our management team.
     wise office-bound, to benefit from a recording        prise communication and extends the existing
     solution that not only ensures legal compliance       functionality and tools used within a fixed line
     but mitigates risk and enables accurate record        voice recording environment - such as quality           u SPESCOM APPOINTS GROUP QUALITY
     keeping.                                              management, archiving and Web access to                   MANAGER
                                                           recordings - to mobile conversations. This infor-
          The Libra Mobile solution forms part of                                                                    Thapelo Lengana was appointed as the Group
                                                           mation can be searched, retrieved, played,
     Spescom DataVoice’s Libra Voice Recording                                                                       Quality Manager for Spescom Limited to manage
                                                           exported and emailed, providing the business              the organisation’s quality processes with a focus
     Solution and integrates with Spescom’s fixed-line
                                                           with timeous access to information and the ability        on client service-delivery.
     enterprise recording solutions that cater for a
                                                           to act on it quickly.                                          With a National Diploma in Electronic Engi-
     wide variety of ISDN, Voice over IP (VoIP) and
     analogue telephony environments.                           Crone added: “The key differentiator with this       neering and a five-year tenure at the South
                                                           solution is its integration capabilities. It allows       African Bureau of Standards (SABS) he will also,
          The solution assists businesses to meet the                                                                as a member of the executive team, drive strate-
                                                           customers to extend their existing DataVoice
     challenge of compliance, especially where a                                                                     gic processes at an executive level in accord-
                                                           recording solutions to include mobile phones,
     record of communications is required. Libra                                                                     ance to the ISO 9001 standard for quality man-
                                                           while still exploiting the benefits of existing
     Mobile allows businesses to record conversa-                                                                    agement.
                                                           deployed applications. Libra Mobile is a natural
     tions from any geographic location (including                                                                       Before joining Spescom, Lengana was the
                                                           extension of Spescom’s current voice recording
     international callers) received in the office or on                                                             Safety, Health, Environment and Quality (SHEQ)
                                                           solutions and reflects the company’s expertise
     a mobile phone. In addition, risk is mitigated                                                                  manager at a well-known battery manufacturing
                                                           and experience in the voice market.”                      concern where he was responsible for the
                                                                                                                     implementation of SHEQ processes.
                                                                                                 Jené Palmer, CEO of Spescom Limited, is             this Learnership Programme have been
                                                                                            passionate about this issue: “At Spescom we              offered permanent positions within Spescom
                                                                                            believe our people are at the heart of our organ-        DataFusion, while 10 have completed the
                                                                                            isation – its lifeblood. One of the most important       course.
                                                                                            elements of Spescom’s success is its depth of
                                                                                                                                                 l   Spescom         DataVoice’s      Learnership
                                                                                            expertise and know-how. Sustaining our busi-
                                                                                                                                                     focuses on systems development skills. The
                                                                                            ness and being able to exploit new business
                                                                                                                                                     initial student intake of four students com-
                                                                                            opportunities depends greatly on having the
                                                                                                                                                     pleted their training in May 2008. A further
                                                                                            skills at hand to do so. Given the dearth of ICT
                                                                                                                                                     four students are recently being trained.
                                                                                            skills in South Africa, skills development at mul-
                                                                                            tiple levels is a critical strategic necessity for
                                                                                            Spescom.
                                                                                                 “At the core of Spescom’s transforma-
                                                                                            tion vision are four key values. They stress
                                                                                            the importance of every individual, of
                                                                                            embracing diversity, of taking action to
                                                                                            address the imbalances of the past and of
                                                                                            developing sustainable programmes. Each
                                                                                            of these values is an integral part of our
                                                                                            skills development programmes.
                                                                                                 Spescom believes in becoming involved
                                                                                            and providing knowledge exchange in a
                                                                                            hands-on approach. Our philosophy: to
                                                                                            focus on initiatives that provide long-term
                                                                                            benefits aimed at helping people to help
                                                                                                                                                                                                        1
                                                                                            themselves. Ours is a results driven approach
                                                                                            focused on long term upliftment and embrac-
                                                                                            ing diversity. We are confident that through
                                                                                            our programmes we will continue to grow
                                                                                            appropriate skills that will serve to comple-
                                                                                            ment our business standards and fulfil our
                                                                                            transformation aspirations.
1                                                                                               A number of initiatives have been imple-
                                                                                            mented and direct benefits to the business, and      l   Spescom Media IT’s “In-Service Train-
                                                                                            indeed the ICT industry, are already being               ing” Programme, launched in 2007, pro-
                                                                                            achieved through the development of new                  vides young people with the opportunity to
                                                                                            resources.                                               acquire the highest standard of skill as
                                                                                                 Learnership Programmes have been intro-             repair technicians in the broadcast industry.
                                                                                            duced throughout the Group. These highly suc-            To date, two graduates have successfully
                                                                                            cessful endeavours provide students with a               completed this programme.
                                                                                            pathway to acquire work experience. A large
                                                                                                                                                 l   In line with the group’s focus on education
                                                                                            percentage of these learners, many of whom
                                                                                                                                                     and skills development, a number of corpo-
                                                                                            have already achieved degrees, have also found
                                                                                                                                                     rate social investment initiatives have been

     Skills Development Critical To
                                                                                            permanent employment at Spescom.
                                                                                                                                                     undertaken. In addition to annual donations
                                                                                                 To date, 14 students have completed a               to selected educational organisations,
                                                                                            learnership at Spescom, with a further eight set         Spescom provides funding to cover the

       Spescom’s Growth, Success                                                            to graduate at the end of 2008.                          utility bills for Matjiesfontein Village Primary
                                                                                                                                                     School in the Karoo and is one of the spon-
                                                                                                                                                     sors of the Department of Water Affairs and
                                                                                            Learnership programmes
                                                                                                                                                     Forestry’s Roundabout Playpump project
                                                                                            l   The Spescom DataFusion Learnership                   which delivers fresh water to disadvantaged
                                                                                                Programme is hosted in collaboration with            rural communities.

          T ransformation is an evolutionary process.           It engenders growth and
             encourages innovation. It drives change. In South Africa, business
          transformation is a precursor to economic transformation and has as its goal
                                                                                                Bytes Technology Group People Solutions,
                                                                                                who provide classroom tutoring, and the               Skills development is a crucial component
                                                                                                                                                 within the greater transformation agenda and
                                                                                                ISETT SETA (Sector Education Training
          the sharing of the country’s wealth among all of its people. A key component of       Authority). Technology subjects covered          Spescom is committed to identifying the skills
          business transformation, namely skills development, is something Spescom relies       include: systems development/programming,        ‘gaps’ and creating initiatives around these in an
          heavily upon for its sustained success in the exploration of new technological        contact centre support and systems support       effort to rejuvenate the skills pool in the South
          and business frontiers.                                                               engineering. To date, seven graduates from       African market.
                                                                                                                             CEO nominated for
                                                                                                                          Businesswoman of the Year                                            Spescom Wins National
        Spescom Creates          a State-of-the-art                                                                                Award
                                                                                                                                                                                               Business Awards’ 00
                                                                                                                                                                                                ‘Innovation Through
                         Contact Centre for Daly                                                                                                               The finalists of this compe-
                                                                                                                                                                                                 Technology’ Award


        Enabling organisations to leverage world-class communications solutions                                     T  he CEO of Spescom Limited,
                                                                                                                       Jené Palmer, has been
                                                                                                                    selected as one of four finalists
                                                                                                                                                          tition are described by the
                                                                                                                                                          organisers as successful, influ-
                                                                                                                                                          ential, powerful, intelligent,
                                                                                                                    for the Nedbank-sponsored             exceptional women who inspire
     D aly Contact Centre Solu-
       tions, a leading provider
                                                                                                                    2008 Business Woman of the
                                                                                                                    Year Award, in the category
                                                                                                                                                          and encourage us to strive for
                                                                                                                                                          excellence in both our profes-
     of integrated business proc-                                                                                   Corporate Businesswoman.              sional and personal lives.
     ess outsourcing (BPO) and
                                                                                                                                                               Jené    has      since   her
     contact centre solutions, has
                                                                                                                                                          appointment as CEO in 2007
     established a purpose built,                                                                                                                         demonstrated a remarkable
     state-of-the-art contact cen-                                                                                                                        commitment to the success
     tre in Mount Edgcombe, Dur-                                                                                                                          and growth of Spescom. We
     ban with the assistance of                                                                                                                           have therefore experienced
     Spescom.                                                                                                                                             first-hand the attributes that

                                                                                                                                                                                              Spescom award through
          The combination of Avaya                                                                                                                        have led to her nomination.                     Limited    won
     and Spescom technologies has                                                                                                                                The winners will be            the “Innovation
     enabled Daly to implement a                                                                                                                          announced at a gala event on        Technology”         at the
     customised intelligent communi-                                                                                                                      14 August 2008 and we wish          annual   National    Business
     cation strategy that meets the                                                                                                                       Jené all the best for the com-      Awards (NBA) held earlier this         1
     unique needs of its customers.                                                                                                                       petition.
                                                                                                                                                                                              year. During its 30 year span,
          Daly offers comprehensive                                                                                                                                                           Spescom has launched a number of
     BPO solutions, including debt                                                                                                                                                            innovative products - one of which,
     recovery, telemarketing, cus-                                                                                                                                                            Qnique, a contact centre agent
     tomer care, market research and                                                                                                                                                          performance management system,
     hosted services. Its client base                                                                                                                                                         ensured that the company received
1   boasts leading South African                                                                                                                                                             another accolade for its turnkey
     companies in the banking, retail,                                                                                                                                                        technology solutions.
     insurance, medical and telecom-                                                                                                                                                               The NBA, first introduced by
     munications sectors, including                                                                                                                                                           Topco Media in 2002, recognises
     Standard Bank, Foschini, Wool-                                                                                                                                                           and honours the top performers
     worths, Lancet Laboratories and                                                                                                                                                          (individuals and companies) of the
     Cell C.                                                                                                                                                                                  year in business and industry. The
          Paul Fick, Spescom Data-         are truly driven by its focus on     powering high-value interactions                                                                              honour of the Innovation in Technol-
     Fusion’s CEO commented: “Daly         the customer.”                       with our customers.”                                                                                          ogy Award is bestowed on the
     specified a solution that was                                                                                                                                                            company whose technology-based
                                                After the implementation and        To celebrate the launch and                                                                               innovation does the most to
     stable, reliable, scaleable and
     flexible. The Avaya product offer-
                                           delivery of the solution, Theresa    showcase their new contact           Spescom promotes staff health with its                                   enhance the productivity or the
                                           Condes, sales and marketing          centre, Daly hosted a cocktail
     ing was ideal as it leverages the                                                                                                                                                        competitiveness of the South
     power of converged networks,
     multi-service networking infra-
                                           executive at Daly Contact Centre
                                           Solutions said: “Spescom was
                                           able to offer Daly a comprehen-
                                                                                function on 28 May 2008 which
                                                                                was co-sponsored by Spescom                          Wellness Day                                             African economy.
                                                                                                                                                                                                   Says Jené Palmer, CEO of
     structures, unified communica-                                             and Avaya.                                                                                                    Spescom: “Spescom has become
                                                                                                                    O
                                           sive and integrated solution. The                                            ur lifestyles have changed dramatically over the last decade.
     tion and communication-as-a-          company was also able to offer            Jené Palmer, CEO of                                                                                      synonymous with excellence and
                                                                                                                        The faster pace introduces more stress, which takes a toll on
     service.                              ongoing technical support and        Spescom, also expressed her                                                                                   the delivery of globally competitive
                                                                                                                    our health. It is therefore essential to create harmony in our lives by
          “By adding specialised value     expansion as it has a Durban-        excitement around this partner-                                                                               technology solutions. This award
                                                                                                                    balancing work with good nutrition, exercise and relaxation.
     add components such as Data-          based regional office with highly    ship: “A state-of-the-art contact                                                                             from the NBA underlines the shift in
                                                                                centre solution such as that            Because Spescom values its staff and recognises that they are         technology development from the
     Voice’s recorders and a Real-         skilled and experienced techni-
                                                                                implemented by Daly gives cus-      the most important asset of the Group, the company arranged ‘Well-        mere enablement of business
     Connect dialler solution, Daly        cal personnel. By implementing
                                                                                                                    ness Days’ at all of its offices and promoted the theme: ‘You are a       operations and transactions to the
     was able to fulfil its vision. In     the very latest telephony, com-      tomers the assurance that the
                                                                                                                    mind, body and soul’.                                                     provision of solutions that enable
     short, Spescom met the compa-         puter and infrastructure technol-    efficiency and effectiveness of
     ny’s specification for a system       ogies, we are assured of a com-      the contact centre’s operations         Various third-parties, such as ABSA Health Care Consultants           organisations to better measure,
     that would assist it to create tai-   munications architecture that will   and services are built on firm      (AHCC), Vision Van Optometrists, Discovery Health, Weigh-Less,            monitor, manage and enhance
     lored business strategies that        allow us to meet our promise of      technological foundations.”         CANSA, Diabetes SA, SANBS, Bodyworx, Sportron, Virgin Active,             service levels and ultimately, busi-
                                                                                                                    a dentist and dietician all attended, providing assessments and           ness performance.”
                                                                                                                    advice to staff.
                              Leap Ahead
  In today’s ever changing business environment, companies consistently compete for a competitive edge.
   To leap ahead, your company requires the preferred partner to enhance your business communications.
                                                           
               Spescom, a well known ICT company, enhances your business communications
       through integrated contact centre solutions, including risk mitigation and workforce optimisation
   to reach optimal performance, broadcasting solutions as well as network communications technologies.
                                                           
            Enhance customer interaction with the right communications solutions from Spescom.
                    Effectively, efficiently. You gain competitive advantage, and stay ahead.

      Spescom Limited. Your partner of choice for integrated business communications.



                                                                                                 Tel: (011) 266 1500
                                                                                                                          10-3-0-0-231-0




                                                                                                Fax: (011) 266 1532

                                                                                            E-mail: info@za.spescom.com

UNDERSTAND • INNOVATE • DELIVER                                                               Web: www.spescom.com

				
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