Genesys, a global supplier of enterprise software that enables best-in-class customer service and interaction management, has named South African interaction management and contact centre specialist, Intelleca, a division of Bytes Technology Group, as the Best Partner in Africa. The award was presented at G-Force 2010, in Amsterdam.
This is the third year running that Intelleca has been recognised by Genesys for its growth initiatives, successful customer implementations, and how well it has taken advantage of opportunities for collaboration with Genesys. The South African company was named Partner of the Year 2009 and Best Partner in Africa 2008.
“The winning partner was chosen on the basis of revenue, new business and the level of innovation with new Genesys products,” says Mark Payne, MD of Genesys Telecommunication Laboratories, sub-Saharan Africa. “Intelleca's expertise in the Genesys product set has been proven time and again, resulting in high-quality projects and satisfied customers.”
“Genesys's winning partner is not appointed based merely on licence sales, but on how the technology is implemented and how it is rolled out across the client's business in order to satisfy their business objectives,” adds Shaun Cochrane, executive, business development at Intelleca.
The award recognises the way Intelleca uses Genesys technology, he says. “That is evident in projects like the deployment of the Discovery Health dynamic contact centre, the implementation of MultiChoice's integrated customer front door, and the rollout of solutions for Kenya Data Networks, Neotel, and Safaricom.”
Intelleca is not only one of Genesys's biggest partners in Africa, but is also the company that has demonstrated absolute alignment with Genesys's vision for the contact centre. It was one of the first partners to roll out two innovative Genesys products, both built on the Intelligent Customer Interaction Management Platform:
* Intelligent Customer Front Door (iCFD), which integrates self-service with customer data and business logic to create a personalised customer experience. It gathers the caller's intentions, adds contextual information about the caller's profile and history, determines the most appropriate next step - self- or assisted service - and then routes them to the most suitable resource to effectively resolve the interaction.
* Intelligent Workload Distribution (iWD), a single solution that integrates resources, contact centre capabilities, and internal business processes to ensure the right resources proactively receive the highest value tasks at the right time, regardless of location or media type.
“When Genesys comes up with a concept, Intelleca turns it into reality,” says Cochrane. “It is a great privilege for our team to have their skills and expertise recognised through this award.”
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