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Gen-i virtualises the call centre

Gen-i virtualises the call centre

Integrator forms partnership with hosted call centre provider, Global Speech Networks

Systems integrator, Gen-i, has partnered up with hosted call centre provider, Global Speech Networks (GSN), to deliver contact centre solutions to its customer base.

Under the arrangement, Gen-i will combine its IP-PBX platform, based on Broadsoft technology, with GSN's hosted contact centre solutions. GSN's call centre solution includes integrated IVR, speech recognition, WFM and call recording technologies. The partnership will draw on Gen-i's integration, management and consulting services.

Gen-i Australian head, Shane Quinn, said the two companies had had a long and successful association. The new arrangement will see the companies jointly engage with customers at briefings and determine appropriate solutions. Gen-i is a subsidiary of Telecom New Zealand.

"GSN is a good, complementary fit that lets us pass on value to customers. Culturally, and in terms of motivation, we're a good fit as well," Quinn said.

He added the rise in software-as-a-service among the corporate market was a driving force behind the deal.

In a statement, GSN managing director, Nick Rodda, said it could now deliver virtualised contact centre capabilities throughout Australia and New Zealand.


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