Dublin-based developer of contact centre employee performance software Performix Technologies has forged a crucial technology partnership with Nasdaq-quoted Concerto Software.
The deal will see Performix’s employee performance management technology combined with Concerto Software’s unified contact centre software solution.
According to Cathal McGloin, CEO of Performix Technologies, the deal will enable contact managers to align customer needs with employee performance to deliver the right level of service to the right customer through the right employee, helping to optimise productivity and profitability.
McGloin adds that the deal will improve Performix’s competitive advantage in the marketplace, particularly in the US.
Established in 1998, Performix’s technology solution has been implemented across a wide range of Fortune 5,000 companies in the telecoms, financial services and travel and tourism, aimed at boosting employee performance with the view that better performance leads to better profits.
The company’s Emvolve Performance Manager drives profit in contact centres by improving employee performance and making them more efficient and effective. Emvolve integrates the data from contact centre systems – including workforce management, quality monitoring and customer relationship management – and matches it to agents’ goals, which have been aligned with business objectives. Performance results are available online to all employees, from agent to CEO, and are linked directly to reward programmes.
Massachusetts-based Concerto Software’s EnsemblePro in which Emvolve will be embedded is designed from the ground up to incorporate the broad multimedia functionality required by today’s contact centres – including ACD, predictive dialling, IVR, email, web chat and collaboration, universal queuing and call recording and reporting.
By John Kennedy
