Intelleca secures African rights to Silver Lining

Silver Lining Solutions, one of the world's leading developers of skills management software, has appointed Intelleca as its distributor for Africa.

The agreement allows Intelleca to offer its customers innovative workforce optimisation solutions centred on Skills Manager, Silver Lining's premier offering.

"Intelleca has become one of the world's leading companies in the speech technology and call centre spaces," says Michael Renzon, CEO of Intelleca. "We will now build on this success and become a market leader in workforce and contact centre optimisation solutions."

"We are delighted to partner with Intelleca as our partner in Africa," says James Pratt, MD of UK-headquartered Silver Lining. "The booming contact centre market in this region has increased the focus on how management can best look after their most important assets - customers and agents."

Silver Lining's Skills Manager application optimises agent productivity by focusing on the skills levels of the agent, assessing agent knowledge with Web-based testing. Skills Manager can leverage technologies such as intelligent call routing and workforce management.

"The lack of suitable skills has become a critical issue," adds Renzon, "and it is negatively impacting our market. With Silver Lining as our partner, we aim to address the skills shortage."

Both Intelleca and Silver Lining are partners of Genesys, the world's leading contact centre software company, with Intelleca having South Africa's top skills in implementing Genesys.

In addition to improving agent performance, Intelleca will use Skills Manager to analyse the results of individual ACD (automatic call distribution) routing plans and call treatments, optimising them to produce the best possible performance.

Intelleca will identify which agent skills have a positive impact on performance, and use this to produce an ideal "skills DNA profile" for each call/customer type - configuring Genesys and other routing engines to ensure certain call/customer types are routed to agents with a matching skills profile.

The Silver Lining Solutions Partner Programme was set up in 2005 to allow partner organisations an opportunity to add complementary products and services from Silver Lining to their portfolio. Since its inception, integrators, consultancies, learning and development specialists and contact centre solution vendors have joined the programme.

Silver Lining has implemented Skills Manager across Europe, with over 15 000 seats to date. A leading UK mobile operator has estimated savings of over half a million pounds by implementing Skills Manager and integrating it with its Learning Management System.