Contact centre specialist Intelleca has been accorded Microsoft Gold Partner status.
Intelleca has been granted the status after earning competencies in five Microsoft focus areas:
* Business intelligence;
* Custom development solutions;
* Microsoft business solutions – Dynamics CRM specialisation;
* SOA (services-oriented architecture) and business process; and
* Small business specialist.
"Microsoft's offerings perfectly complement our current range of contact centre solutions," says Carlos Goncalves, chief technical officer of Intelleca. "We represent the market's leading range of contact centre solutions, including Genesys, CosmoCom and VoiceGenie, and all of these depend on or interact with Microsoft offerings at some point. It therefore made perfect sense to develop and be certified in Microsoft competencies."
20 of Intelleca's staff, including developers and system engineers, have been certified in the various competencies.
A key benefit for Intelleca is Microsoft licences for demonstration and internal use as the company establishes its development capability. Benefits for customers include a more comprehensive and integrated range of services and solutions from one vendor.
"By way of example," Goncalves says, "the contact centre environment generates a great deal of data, from a variety of sources. This data needs to be turned into meaningful reports, which we do using Microsoft technologies. We extract the data from the various systems' data stores and turn it into a cube for proper reporting using Microsoft Reporting Services."
Intelleca has deployed Microsoft solutions at some 30 customers, of which 12 are reference sites.
"This certification forms part of our overall drive towards helping our customers deliver customer experience management, or CEM," adds Goncalves. "CEM is a powerful trend in the market today, and the contact centre forms a major component of this, as for many companies it is the primary customer interface. We will use our Microsoft competencies to ensure our customers have optimal back-office systems to fulfil the promise of CEM."