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Tuesday, 05 May 2009 09:45

GlobalConnect inks reseller agreement

Contact centre integrator, GlobalConnect Australia, has signed a reseller agreement with workforce optimisation solutions vendor, Verint Witness Actionable Solutions.

The agreement, announced by Global Connect Australia managing director, Pushkar Taneja, gives GlobalConnect  advanced partner status for Verint’s Impact 360 Workforce Optimisation software and services suite in the Australian market , including unified, analytics-driven workforce optimisation solutions for quality monitoring and call recording, workforce management, speech and data analytics, customer feedback surveys, performance management, eLearning and coaching.

Taneja says the partnership confirms GlobalConnect Australia’s “dedication to delivering bespoke solutions to the enterprise market enabling organisations to extend their sustainable competitive advantage.”
“As a successful systems integrator, our focus is on delivering the best technology and services to Australian businesses. Part of that dedication is delivering cutting-edge products that enable businesses to take advantage of the most advanced technologies available, effectively and affordably.”

“Our GlobalConnect engineers have undertaken rigorous training on the Impact 360 solutions in order to meet stringent certification criteria.  The achievement of Verint’s Advanced Partner status enables us to bring our wealth of local contact centre industry experience, together with Verint product expertise, to the Australian market.”

According to Taneja there is increasing interest in the Australian marketplace on back-office optimisation solutions, which, he said, was a newer focus for GlobalConnect and one which the company sees as a significant growth opportunity.

Taneja said many organisations underestimated the impact that their back-office operations can have on their overall enterprise efficiency.

“Often, back-office processes, such as data entry errors, workflow delays and billing mistakes, can be the underlying cause of enquiries to customer service departments, including the contact centre.”

“Using Verint’s Impact 360 for Back-office Operations, organisations can monitor employee performance and audit critical business functions to better understand the inter-departmental impact that back-office functions have on customer service and satisfaction.

“This is really a new frontier for many organisations and one which is striking a chord with senior management, especially in these economic times where every organisation is tasked with containing costs and doing more with less.”

Verint managing director for Australia and New Zealand, Zwicka Ben-Zion, says that, according to industry analysts, in today’s business climate workforce optimisation solutions are being “ranked among the top investment areas with IT decision makers, based on the incremental, tangible value they can bring.”

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