The Virtual Contact Centre, a Digital Solutions Group (DSG) company, has signed a partnership agreement with global software company Presence Technology.
The Virtual Contact Centre has set out plans to drive its call centre solutions into the African market.
Yaron Assabi, CEO of DSG, says the Virtual Contact Centre chose to partner with Presence Technology to strengthen its position in the local market.
“Presence Technology provides a modular and comprehensive all-in-one suite of solutions for call centres of any size, focused on improving customer experience and increasing efficiency,” says Assabi.
According to DSG, the partnership focuses on the Presence OpenGate solution. OpenGate is a gateway integrated in the Presence contact centre suite, which directly connects to the telephony network without the need for commercial PBX solutions.
Assabi points out that personalising service is key to a contact centre's success. “The challenge is offering consistent service across multiple channels and having the right knowledge at the right time with the right person who is dealing with the customer.”
Araceli Aranda, CEO of Presence Technology, adds that the strategic partnership will support Presence Technology's plans to consolidate its business in the African continent.
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