Managed and Hosted Services

Flexibility in delivering contact centre and communications services to the business is required of every IT department. Cost effective, on demand, well managed business solutions is required of business owners. Spescom DataFusion Managed and Hosted Services address these challenges by building service solutions that fit your unique requirements and cost constraints.

A variety of models can be implemented, from a fully managed service in which we acquire your existing equipment and deliver managed services to you in accordance to SLAs we define together, right down to a first and/or second line support model, where we provide the people and processes to help effectively run your voice and contact centre areas.

We call it “focussing on the lawn, not the lawnmower”. The net outcomes delivered by your technology solutions is what is important, not what it says on the box in the server room. DataFusion Managed and Hosted Services deliver on Service Level Agreements that make sense for your business.

We can host the infrastructure off site if required, while delivering your contact centre or telephony requirements remotely via IP links. We can also purchase your infrastructure back from you and deliver service to your business on our platforms. And, obviously, there are many permutations in between.

• customised to the customer’s specific and unique business requirements and processes;
• defined in such a way that all services map to Service Level definitions, related infrastructure and applications; and
• outcomes-based, employing ITIL and CoBIT service management structures. The upside is significant. Benefits include:
• Optimal use of existing platforms and capacity – leveraging IT investment.
• Infrastructure and application flexibility in terms of Operating Expenditure vs. Capital Expenditure (and related Return on Investment and Internal Rate of Return values), as well as solution scalability for adapting to new business take-on.
• Customer lifetime value vs. customer contact cost – bringing long term customer contact cost down while improving the service offering (in the process creating a win-win situation).
• Defined business cycle planning rates for business development and customer additions with fixed catalogue of services prices for each technology element for the duration of the contract.
• Risk management for both infrastructure and service availability – you focus on core business (providing business level support) while infrastructure and service management are in the hands of experts.
• Structured service definition approach coupled to service levels, as well as service level default recourse (penalties). This creates a transparent environment and manages expectations both ways.
• Creation of Disaster Recovery upside within a hosted environment.
• The technology platforms are world class contact centre and enterprise telephony solutions – you do not have to be concerned about technology management at any level.
• The Spescom DataFusion process for defining and designing the ideal solution to suit your needs ensures that the value offered is tangible.

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