Intelleca, a division of the Bytes Technology Group and contact centre specialist, has been appointed as a value-added reseller for RiverStar Software, the technology leader in customer interaction and Web self-service solutions.
RiverStar CEO Bob Fike says: "Intelleca's penetration of the market in South Africa was of considerable interest to RiverStar. By adding a player like Intelleca, our solutions are instantly available to a wide customer base that includes some of the largest call centres in the area. We are excited about the relationship and the possibilities for success in that region of the world."
Intelleca provides a deep set of capabilities in the call centre with a variety of products. RiverStar's proven success in the agent scripting space will now be added as a complementary solution to Intelleca's offerings. As a value-added reseller of RiverStar products, Intelleca will position the RiverStar brand as a key component to its new and existing customers.
With this partnership, Intelleca will implement and support the customer installations of Rapid Inquiry and WhiteWater Guide for agent scripting and unified agent desktops.
“We are particularly interested in RiverStar’s agent scripting and unified agent desktop solutions,” says Mike Renzon, MD of Intelleca. “RiverStar’s WhiteWater Guide eliminates the need for agents to use multiple applications when interacting with customers. Additionally, the software’s self-service capabilities were attractive to us, as they permit customers to resolve many of their own issues, free of agent contact."
Renzon adds: "In our marketplace, we will also promote Rapid Inquiry, which will allow our clients to quickly create and deploy customer contact process flows.”
Intelleca joins a select group of RiverStar partners, including CosmoCom, Genesys, Dial Interactive and Right Now Technologies. In turn, RiverStar joins the industry’s most comprehensive assembly of contact centre and speech solutions that Intelleca represents. These include Genesys, VoiceGenie, Nuance, AudioCodes and CosmoCom.