Vocalcom, the leading contact centre solutions provider, announced it has signed a strategic Value Added Reseller (VAR) agreement with Tech Mahindra, India’s fifth-largest IT and software services provider and part of $16.5 billion Mahindra Group, 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.
Tech Mahindra is a specialist organization in digital transformation, consulting and business re-engineering solutions with presence across 51 countries, serving over 674 global customers including in Fortune 500m companies.
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 Center Solutions and associated suite of professional services to its clients across Middle East, Africa and Asia.
Vocalcom products suite includes Omni Channel solutions, Vocalcom Cloud, a true Cloud Solutions platform and Hybrid Cloud Solutions.
Ali Kassab, (EVP Corporate Growth, ME, Africa, APAC) of 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 recognized 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 center 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. Both companies have a mutual understanding of improving our customers businesses and enable them into the digital customer experience,” added Kassab.
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.
Kassab added: “Vocalcom’s rich offerings and solutions will be unique in various regions because of its rich Omni Channel features, specifically around social media and mobile interactions. As more consumers move away from traditional channels such as voice and use the web and mobiles as their preferred channels, the need to design an effortless high quality consumer experience through these networks has become of paramount importance for companies wanting to deliver an exceptional customer experience.”
With Vocalcom’s offering, organisations will be presented with services and communication channels that are usually missing from other Contact Center software solutions.
“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. We have recently signed the Channel Partner Agreement with Vocalcom which serves as an enabler for the exponential growth plans,” said Ram Ramachandran, Head – Enterprise Sales – Middle East, Africa and Turkey, Tech Mahindra.
“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. I am excited that this opens up interesting opportunities for both Tech Mahindra and Vocalcom,” he added.
This new offer advances Vocalcom’s ongoing commitment to deliver increased value to customers by providing them with new cloud solutions delivered through extensive channel partner network.