Leading contact centre solutions provider Vocalcom has signed a strategic value added reseller (VAR) agreement with India-based Tech Mahindra to resell Vocalcom solutions, implementation and support services throughout Middle East, Africa and Asia.

Under the terms of the agreement, Tech Mahindra will provide sales, services and support to meet the requirements of the private and government sectors, said a statement from the company.

Tech Mahindra is a specialist organisation in digital transformation, consulting and business re-engineering solutions with presence across 51 countries, serving over 674 global customers including in Fortune 500m companies, it added.

Vocalcom selected Tech Mahindra due to their extensive skills in systems integration, professional service expertise and their vast presence globally. The newly formed partnership will see Tech Mahindra provide Omni Channel Contact Centre Solutions and associated suite of professional services to its clients across Middle East, Africa and Asia, it stated.

Vocalcom products suite includes Omni Channel solutions, Vocalcom Cloud, a true Cloud Solutions platform and Hybrid Cloud Solutions.

Ali Kassab, executive vice president of corporate growth, Middle East, Africa, APAC for Vocalcom, said: “Vocalcom has experienced an exponential development in the Middle East and African (MEA) region over the past two years. Our strategy is to grow through indirect channels with strong partners who have a solid reputation, experience and diversified resources in the Contact Centre industry.

“Tech Mahindra is a globally recognised name as one of the best system integrators and it was the right fit for us to partner with them. With a large and successful project in Abu Dhabi Distribution Company (ADCC) and the growth of the contact centre market in MEA and Asia, the unique offering of Vocalcom and the large coverage and expertise of Tech Mahindra, we believe this partnership will see a vast array of success stories,” he said.

Both companies have a mutual understanding of improving our customers businesses and enable them into the digital customer experience,” he added.

The new agreement will see Tech Mahindra implement Vocalcom on premise and cloud based platforms across Middle East, Africa and Asia, delivering the best-in-class customer interaction solutions. By using Vocalcom, Tech Mahindra will be able to manage an entire customer journey across a wide-range of sectors, said the statement.

With Vocalcom’s offering, organisations will be presented with services and communication channels that are usually missing from other contact centre software solutions.

Ram Ramachandran, head of enterprise sales for MEA and Turkey, Tech Mahindra, said: “Tech Mahindra with its strategic focus on Middle East & Africa as a key emerging market, views Vocalcom as a key partner in this growth initiative.

“This helps us in jointly positioning Vocalcom suite of cloud/contact centre solutions providing key business benefits to our customers. Tech Mahindra’s capabilities around contact centres has been with global customers and focus on cloud enablement is huge,” he added. – TradeArabia News Service