New Zealand owned IT firm Datacom and contact centre software company, Interactive Intelligence Group, have announced a strategic partnership designed to improve infrastructure, experience and tools available to contact centres across Australia and New Zealand.
The partnership combines Datacom Connect’s cloud-based infrastructure and contact centre solutions with Interactive Intelligence’s Customer Interaction Center (CIC), a move both parties hope will significantly improve contact centre solution offerings to customers.
CIC is a single, fully integrated software solution for contact centres that can be deployed via the cloud or on-premise and provides multichannel contact centre, unified communications, and business process automation functionality.
Its applications include multichannel routing and queuing, interactive voice response, call and screen recording, predictive dialling, workforce management, real-time speech analytics and customer feedback management.
The partnership enables Datacom to extend the provision of sales, service and support across New Zealand and Australia for the entire range of Interactive Intelligence communications solutions.
Datacom can also offer Interactive Intelligence’s contact centre, unified communications and business process automation functionality to organisations of all sizes.
“Our Contact Centre as a Service solution utilises leading technology and infrastructure from Interactive Intelligence, housed in Datacom’s and Interactive Intelligence’s data centres,” says Kirsty Hunter, Managing Director, Datacom Connect.
“At Datacom we’re led by the desire to provide exceptional customer experiences and outcomes, underpinned by a service that leverages our experience and that of our partners.”
Datacom was selected by Interactive Intelligence as a new Interactive Intelligence Elite channel partner due to its IT services offering and the opportunity it offers Interactive Intelligence to extend its reach in the market.
“We are delighted to be working with Datacom throughout Australia and New Zealand,” says Brendan Maree, Vice President Australia, New Zealand and Japan, Interactive Intelligence.
“This new relationship will enable Interactive Intelligence to satisfy demand and support deployment for our cloud-based communications solutions while opening up major new business opportunities for both ourselves and Datacom in both public and private sector organisations.
“By working with Datacom, we have teamed with an organisation which inherently understands the value and rapid return on investment which our solutions provide in cloud-based contact centre communications.”