GlobalConnect Australia signs reseller Verint

This includes unified workforce optimisation solutions for monitoring and call recording, workforce management, speech and data analytics, customer feedback surveys, performance management, eLearning and coaching.
 
"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 Verint A/NZ.  

"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," he added.

Pushkar Taneja, managing director, GlobalConnect Australia, said as a successful systems integrator, its 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."
 
Taneja said the increasing interest in back-office optimisation solutions was a new 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," he said.

"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 impact it has on customer service and satisfaction.  

Managers can identify and address performance and process issues to improve employee productivity and process efficiencies enterprise-wide.