ATIO Corporation, a black empowered company specialising in ICT solutions and services, has joined Witness Systems` Global Alliance Programme as a reseller for South Africa and sub-Saharan Africa.
"Contact centres are ATIO Corporation`s core business. We are constantly looking at diversifying opportunities and adding more value to the market and our existing client base. With the Witness Systems` workforce optimisation (WFO) solution, ATIO Corporation can do exactly that," said Deon Scheepers, Technology Solutions director at ATIO Corporation.
Witness Systems is a leading global provider of workforce optimisation solutions. Its flagship product is Impact 360TM, and unlike other `point-systems` provides a comprehensive integrated platform with quality monitoring, compliance, high-volume and IP telephony recording solutions, as well as workforce management, actionable learning and performance management capabilities.
"Natural market evolution points to the optimisation of people, technology and processes within contact centres. The market is driven by contact centres looking for greater efficiency and quality of service. The increased demand for quality assessment and maximising of agent performance has been due to the realisation that workforce optimisation increases ROI," said Scheepers.
The Datamonitor "Workforce Optimisation 2005" report points to this growing trend. The market for workforce optimisation technology solutions accounted for more than $800 million in revenue in 2004 and is forecasted to exceed $1 billion in 2006.
The future-ready Impact 360 workforce optimisation solution has modules that can be independently deployed. These are scalable and able to integrate platforms across companies or cost centres.
"Quality of service is the last focus of value creation for contact centres and Impact 360 enables ATIO Corporation to cross-sell a workforce optimisation technology solution that builds on client`s existing solutions," said Scheepers.
ATIO Corporation`s channel partnership with Witness Systems is a further consolidation of its value-added reseller relationship with Nortel. According to Scheepers, the fact that ATIO Corporation is a Nortel partner provides an added advantage with increased opportunities.
The new Nortel Contact Recording and Nortel Quality Monitoring suite jointly developed with Witness Systems allows more information to be captured for each customer. The suite can be deployed independently or with the Nortel Contact Centre solution, and provides recording and archiving of all calls to help customers with regulatory compliance.
Scheepers is excited about the deal. "We have managed to secure a world leading workforce optimisation technology partner. Witness Systems is a great fit with ATIO Corporation, the product suite adds to our stable of value creation solutions on offer to our clients. We are looking forward to a great relationship with Witness Systems and making inroads into the local and sub-Saharan markets with their innovative technology offering."
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ATIO Corporation is a black empowered company specialising in ICT solutions and services. ATIO`s two business divisions - ATIO-Intelligent Business Solutions (IBS) and ATIO-Telecom Services - target clearly defined niches within the ICT market. IBS provides integrated contact centre, CRM and messaging solutions and services. Telecom Services provides end-to-end network performance and revenue assurance testing solutions and services to mobile and fixed-line operators. ATIO Corporation`s solutions are widely used in South Africa, the rest of Africa as well as the European Union and the UK.
Witness Systems
Witness Systems (NASDAQ: WITS) is a leading global provider of workforce optimisation software and services. The company`s Impact 360TM solution - which plays a strategic role in the customer interaction centres of Global 2000 and small and medium-sized businesses (SMBs) worldwide - is also deployed in IP telephony and back office environments, and throughout the extended enterprise, including branch offices. Witness Systems` software is comprised of quality monitoring, compliance, high-volume and IP telephony recording solutions, as well as workforce management, actionable learning and performance management.
The company`s solutions enable organisations to optimise their people, processes and technology throughout the enterprise. Witness Systems` customers benefit from an integrated business consulting, implementation and training methodology that supports a rapid deployment, enabling them to drive revenue, reduce operational costs, and achieve greater customer retention and loyalty. For additional information about Witness Systems, visit www.witness.com.
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