Westcon Group to Distribute Call Recording Software from Verint Systems’ Witness Actionable Solutions

Patrick Barnard
Group Managing Editor, TMCnet

Westcon Group to Distribute Call Recording Software from Verint Systems’ Witness Actionable Solutions

Westcon Group, Inc., a leading specialty distributor in networking, security, mobility and convergence, is now distributing the call recording software from Verint Systems’ Witness Actionable Solutions business line on a multi-national basis, the companies reported last week.

The deal enables Westcon Group to expand its portfolio with robust call recording software designed for small businesses and mid-sized organizations. It also extends worldwide presence and availability of the Verint Witness Actionable Solutions, which are now available through Westcon’s global VAR network of resellers and customers.

The deal is a natural progression of the already-established relationship between the two companies, as Verint Witness Actionable Solutions is a member of Westcon’s Affinity Partner Program.

Verint Witness Actionable Solutions mid-market call recording software helps companies address compliance, liability, dispute resolution and quality management within contact centers. In addition to its application in contact centers, the software is also leveraged in the command and control, and public safety markets.

Nancy Treaster, senior vice president and general manager of Verint Witness Actionable Solutions, pointed out that in today’s highly competitive business world, “enterprises of all sizes are seeking actionable intelligence to enhance the performance of their customer-focused operations, and we are expanding our channels to address this need.”

“We’ve seen a shift in organizations recording calls not just for regulatory and compliance reasons, but because they want the opportunity to positively impact the quality and accuracy of transactions, as well as the ability to improve workforce performance,” Treaster said in a press release. “Westcon Group, through its solutions programs and convergence expertise, is positioned to help us further extend the reach of our mid-market offering, making it even more widely available to a highly-focused customer base.”

“Call centers are becoming much more important as the primary touch point for customers – and not just in ‘service oriented’ segments,” added Anthony Daley, executive vice president and general manager, Westcon Group. “According to Datamonitor, over $200 million will be spent by call centers with less than 100 agents in 2007. Therefore a genuine need exists to provide analytics in these environments both from a compliance and quality improvement perspective. Verint’s solutions work seamlessly in both TDM and IP environments, and the solution can sit literally anywhere on the network.”

Robert Pullman, president of Teledynamics, a leading Westcon Group VAR, said the deal means his company can now provide its customers “with an industry-leading solution for call recording and quality monitoring” with advanced features and capabilities which, up until recently, were only available to larger sized centers.

For more information, visit www.westcongroup.com and www.verint.com.

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