Provider of on-demand contact center technology WS iNet has announced a reseller agreement with Performance Technology Partners (PTP), a global contact center consulting firm focused on delivering multi-channel customer experience solutions.
“WS iNet is a pioneer in virtual customer service platforms and PTP can leverage our years of experience,” said Tim Houlne, CEO at WS iNet and Working Solutions (News - Alert).
In recent years, virtual contact centers have emerged as an ideal alternative to manage growth and fluctuations in call center service demand. Unlike premise-based call centers, virtual call centers do not depend on employees present in the facility to provide service. Company officials said that the use of virtual agents provide greater staffing flexibility.
One of key advantages with virtual contact centers is that hostile weather conditions, disasters or power outages do not hinder the efficiency as well as level of agents’ engagement with customers. Moreover, the virtual model provides immediate and rapid redistribution of transactions in a seamless manner, according to company officials.
“With access to our network of more than 100,000 high-caliber agents coupled with our proprietary development programs, we can all reach our collective goal of driving more sales and first call resolution while ensuring better customer engagement,” Houlne said.
Calling the partnership with WS iNet a “milestone” for PTP, John Podlipnik, CEO and president at PTP, said that “we've been focused on feature-rich applications to support our clients' contact centers, concentrating on premise-based call centers.”
He expects that with the addition of WS iNet, the company can present its clients with cloud-based solutions that will open doors to virtual business strategies for enhanced efficiencies and more engaged, highly skilled agents.
Bob Moseley, vice president and general manager at WS iNet, said that PTP's clients will benefit from the company’s advanced, cloud-based technologies that elevate the customer experience, including access to multichannel, mobile and social media tools.
Edited by Rich Steeves