Implement it to re-sell witness systems` software in South Africa

Local front office application specialists Implement IT have announced that it has signed a reseller agreement with US-based Witness Systems.

Witness Systems is a global company which specialises in the delivery of workforce optimisation software and services in and around the call centre market, with emphasis on agent monitoring, retention, training and quality assurance.

States Nicolas Zentelis, director at Implement IT: "We are thrilled to be working with Witness Systems in the South African market. Deploying the company`s contact centre performance optimisation solution set brings with it enormous benefits aimed at improving customer satisfaction through more motivated and satisfied agents. The focus on staff retention is a critical component of the operational excellence SA contact centres can achieve by implementing this acclaimed system."

Witness Systems` browser-based software comprises compliance, high-volume and business-driven recording solutions for customer contact centres and IP telephony environments, as well as workforce management, performance management and e-learning applications.

The closed-loop solution set enables companies to capture and retrieve, learn and train, and report and analyse customer interactions and back office transactions to develop staff, generate revenue, reduce costs, improve employee monitoring, quality control and assist the business to achieve greater customer retention and loyalty.

Adds Zentelis: "This solution set is key to our diversification strategy as it hooks in perfectly with our intention to provide front office tools which assist a company in managing its own business processes. It is with this in mind that we sought a partner who could give us access to a solution that would provide our customers with a single view of the people within their organisation. Witness Solutions provides customers with a report-based tool, which assists in tracking, monitoring and managing staff as well as providing managers a single view of the progress of sales and sales automation."

As a reseller of Witness Systems, Implement IT will provide services across the entire spectrum, from implementation through to training, integration with existing systems and product expansion.

Says Howard Shaw, EMEA Channels Director at Witness Systems: "We are very selective when choosing our partners, and we look for companies with a good understanding of the business in which they operate, good technical and support skills, and a proven track record of delivering successful customer projects. Implement IT delivers all of these points."

The companies have already been working together in order to gear up the local operation and the Witness Systems contact centre performance optimisation solution set will be available from Implement IT immediately.