Ninzi-Connect to distribute desktop analytics software OpenSpan in South Africa

Ninzi-Connect, a telecommunications and contact centre solutions provider with over 20 years' experience in the contact centre market, has announced it has been appointed as the sole OpenSpan distributor in South Africa. OpenSpan provides desktop analytics and desktop automation software that enable organisations to improve user processes for greater productivity.

"We provide cost-effective solutions that cover every aspect of the contact centre environment, from call automation, to workforce management, recording, quality management and business analytics," says Richard Shaw, MD of Ninzi-Connect. "OpenSpan enhances our current Aspect Unified Communications Solution for contact centres, as it allows business to address related processes and productivity beyond the contact centre."

With OpenSpan Desktop Analytics, organisations collect user activity data from the desktops of front-line and back-office workers to discover how users interact with their applications as they work. They analyse this data to measure productivity, pinpoint inefficiencies and identify compliance gaps. They then use OpenSpan Desktop Automation to improve user processes, often by simplifying the user interface, automating manual tasks, or providing contextual on-screen guidance during critical processes.

The resulting process improvements can often be tied directly to increased revenue, elevated customer and employee satisfaction, improved compliance, and lowered operational costs related to training and errors. "The value achieved by OpenSpan's automation and analytics software can be applied and, most importantly, measured in critical areas of the business to improve productivity and customer service," adds Shaw.

"As technology has enabled more agile, flexible and variable customer contact channels, customers have come to expect more from customer service organisations. Companies across the globe are leveraging OpenSpan technologies to empower their agents to improve the customer experience and create a competitive advantage," said Rick Marquardt, executive vice-president of Business Development and International Operations for OpenSpan. "OpenSpan is excited to expand our global footprint by partnering with one of South Africa's leading contact centre solutions providers."

Ninzi-Connect focuses on partnering with its clients to define and execute an effective and efficient customer interaction strategy. "We share our expertise while guiding them to develop the best solutions and processes possible, and where required, to educate them on potential pitfalls," notes Shaw. "We use our extensive experience gained over many years of dealing with a large number of organisations in South Africa to implement and optimise the use of these solutions for maximum business advantage."