News - GlobalConnect in the media

SYDNEY, 28 April 2009 - GlobalConnect Australia, a leading convergence and contact centre integrator announced that it has signed a reseller agreement with Verint® Witness Actionable Solutions®, a world-leading provider of workforce optimisation solutions for contact centre, as well as remote office, branch and back-office operations environments.

The agreement provides GlobalConnect Australia with 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.

Pushkar Taneja, Managing Director, GlobalConnect Australia says the partnership confirms GlobalConnect Australia is dedicated 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,” he said.

“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,” Mr Taneja continued.

Mr Taneja also commented on the increasing interest in the marketplace on back-office optimisation solutions, a newer focus for GlobalConnect and one which the company sees as a significant growth opportunity.

“Many organisations underestimate the impact that their back-office operations — the areas that support the delivery of products and services sold — 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,” said Mr Taneja.

“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. Managers can then readily identify and address performance and process issues – across both the front and back office - to proactively improve employee productivity and process efficiencies enterprisewide. 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,” he said.

“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,” said Zwicka Ben-Zion, Managing Director for Verint in Australia and New Zealand. “By using Impact 360 to capture customer intelligence and help improve workforce performance, organisations have the greatest opportunity to optimise the customer experience, improve operational efficiency and achieve competitive advantage.”

“Building on our base of industry leadership and experience, Verint and partners, such as GlobalConnect Australia, are focused on delivering tangible business outcomes for our customers,” Mr Ben-Zion added.

About GlobalConnect Australia
GlobalConnect Australia is a leading convergence and contact centre integrator to organisations across Australia. With broad capabilities, GlobalConnect Australia provides a comprehensive suite of converged solutions, advanced delivery and unequalled support services. We partner with our customers to deploy leading edge solutions that enable medium and large enterprises to transform the way they work and enhance their everyday performance with simple, flexible and reliable communications.

About Verint Witness Actionable Solutions
Verint® Witness Actionable Solutions® is the leader in analytics-driven workforce optimisation software and services. Its solutions are designed to help organisations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behaviour, and optimise the customer experience. From contact centres to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimisation suite is the industry’s most unified solution set – featuring quality monitoring and recording, workforce management, speech and data analytics, customer feedback surveys, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organisations into customer-centric enterprises.

For further details visit www.globalconnect.com.au

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