CONTACT CENTRES: Bringing World Class WFO and Analytics to the Contact Centre
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Jasco Enterprise, a provider of customer interaction management solutions and services, has partnered with Verint Systems, a leading international provider of workforce optimisation (WFO) and analytics solutions. The partnership will broaden Jasco Enterprises portfolio of offerings, and add significant value to Jascos client base, especially its considerable contact centre clientele in the retail, security and financial services sectors. For Verint, its an opportunity to expand the companys local footprint and extend its reach into Africa.
Says Paul Fick, Divisional Managing Director of Jasco Enterprise: The timing was just right for this partnership: we were looking for a leading technology partner to complement our call centre offering, and Verint was looking for a partner with a proven track record in delivering world class solutions to help unlock a relatively new market.
Verints Workforce Optimisation suite provides support for Jascos core contact centre and other communication platform solutions. It provides the full range of traditional WFO solutions, including workforce management, recording, quality monitoring, performance management and e-learning, as well as the vital advanced and value-add optimisation capabilities namely the capture and analysis of customer feedback across various channels, desktop analytics, and more. Notes Fick: This partnership will enhance our overall integrated offering, allowing us to add more value to our customers businesses.
Globally, Verint is trusted provider to over 10 000 organisations, including over 85 percent of the Fortune 100, in more than 150 countries. It has 3200 employees across 54 countries and a worldwide partner network. In South Africa and Africa, Verint will only work through its partners.
Says Craig Butler of Verint South Africa: Our partner eco-system is our strength. We look forward to working with Jasco Enterprise to expand our footprint in sub-Saharan Africa. We believe contact centres in this sector are ready to take advantage of Verints solutions they deliver a quantifiable return on investment that can be measured, managed and tracked, helping organisations enhance the customer service experience, increase customer loyalty, enhance products and services, reduce operating costs and drive revenue.
Adds Fick: In contact centres the focus on achieving operational and service efficiencies must be balanced through understanding of customer satisfaction and targeted optimisation of processes, staffing and organisational performance. The Verint solutions enable this. Verints market leadership in this sector makes it the ideal partner to allow us to start identifying and rolling out these benefits for our customers.
Jascos highly skilled consultants and technicians have Verint certification and will be backed by the global Verint team of experts. Jasco will assist customers to define their challenges, find the right solution, implement them and maintain the solution through its entire life cycle.
Business News Sector Tags: Call Centres|