Invosys has its sights set on becoming a 24/7 contact centre solution provider following its acquisition of Atrium Telecom.
That is according to Invosys Sales and Marketing Director and former Managing Director of Atrium Telecom, Barry Tuffs (pictured, above), who told UC Today that Invosys is around 70 percent ready to launch the service under its ‘247’ brand.
“It’s a natural progression for Atrium, to join forces with Infosys and the two businesses dovetail nicely together,” said Tuffs
“Atrium is going to provide an enhanced technical capability, through Invosys’ wholesale channel. Now we’re going to start to complement Invosys’ solutions and overlay it with the skillset and the technical capability of Atrium, but then also enhance the technical capability in the portfolio that sits in their 247 business as well.
Typical channel partners that have customers that need 24/7 support have to have on-call engineers throughout the week which will become quite expensive and is quite a logistical nightmare. What Infosys and Atrium can now bring to that channel partner is dedicated people to answer the phones 24/7. We’ve got about 18 people in that part of the business. Customers can ring us up, we will answer the phone with a human voice at whatever time of the day, we can then look at faults, triage those faults and make tickets on the customer’s behalf.
But now with the Atrium skill sets in and behind that, we can now start to offer that for the channel partners as well. So instantly they might not need to have their own on-call engineers, because we’ve already got the engineers on-call. So, you can see how the services will start to overlay to give what we believe will be really significant service offerings out to the partner community.”
