More Australia IP Communications Stories

GlobalConnect Australia has entered a partnership with contact center solution provider Metrica Systems to market and sell its performance analytics solution portfolio, creating an end-to-end offering for Australian enterprises.

 

Officials at GlobalConnect Australia say they're an IP telephony and contact center integrator to organizations throughout the land down under, providing converged solutions, advanced delivery and unequalled support services.

 

The company says its success in delivering best-of-breed communications systems extends to major enterprise verticals including health, financial services and IT, providing mission-critical solutions that create a sustainable competitive advantage for Australian organizations.

 

GlobalConnect Australia brings a solid understanding of the Australian marketplace to the partnership that will compliment Metrica’s (News - Alert) existing go-to-market model as a contact center solution.

“We are pleased to be working with Metrica Systems to expand our existing technology offering for new and existing customers. As a systems integrator, we are focused on delivering cutting-edge products and enabling enterprises to effectively and affordably access the most advanced technologies available,” said Pushkar Taneja, managing director GlobalConnect Australia.

Ayappane, managing director of Metrica Systems said that his company is very excited to partner with GlobalConnect to offer its solutions in Australia. GlobalConnect’s deep expertise in customer interaction solutions domain will further enhance the value of the solutions to the customers in this region.

 

He said that Metrica’s customer experience analytics framework is a very comprehensive, cost-effective and quick to deploy solution for improving workforce productivity, optimising self-service, managing KPIs/SLAs effectively for improving customer satisfaction and reducing operational costs.

Metrica Systems is a customer service delivery optimisation solutions provider based out of Bangalore, India. Metrica claims that its advanced analytics solutions improve customer satisfaction and loyalty via thoughtfully designed and easy to use products and features. The company back in November announced the commercial availability of PredicaWorks data mining product that complements the existing Unified CEA solution framework.

PredicaWorks is based on highly reliable and well established mathematical modeling algorithms such as Neural Networks, Neuro-Fuzzy, Self-Organizing Maps, Support Vectors Machines and Genetic Optimization.

That company plays a strategic role of extracting key customer experience patterns from the huge amount of customer interactions data collected from Contact Center, IVR, Web site and Back-office. The nuggets distilled from the raw data can be used for further fine tuning the customer experience delivery systems and processes. It supports all the traditional data mining techniques such as prediction, time series forecasting, clustering and classification.