News : Stefanini Becomes CA’s Technology Partner
Sao Paolo, Brazil, Oct, 2017 -- Stefanini has been recognized as a technology partner by CA Technologies, its global partner for almost two decades. The recognition is unique in Latin America and awarded to solutions that, together with the CA products, build technological offerings with added value.
With the partnership closer than ever, Stefanini will integrate the Sophie cognitive service platform into CA Service Desk Manager (CA SDM) and CA Automic platforms. The CA SDM platform is designed to help IT service desk analysts better leverage time with a dynamic experience without fear of limited processes and metrics. CA Automic already offers cloud automation capabilities for the entire CA portfolio, extending its reach across diverse markets.
"Sophie’s integration with CA’s industry-leading tools has enabled us to create a robust and highly efficient solution to transform our customers’ experience of use," said Paulo Sgroi, account director, sales partner, CA Technologies.
Sponsor message - content continues below this message
Employee Engagement Awards NOW OPEN!
Enter your center,and compete for this prestigious award to attract new staff and show investors and customers you are #1 in your nation!!
Content continues ….
According to the executive, joint work between companies has reached a level of global collaboration, allowing CA and Stefanini to set long-term goals for a greater integration of their tools. "The easy integration of Sophie with the SDM platform and the ability to automate highly complex processes via Sophie/Automic are singled out as key benefits of the project," says Sgroi.
For Alexandre Winetzki, director of research and development at Stefanini, "CA’s recognition is a validation of the Sophie platform’s ability to compete in the global market by offering technology with transformative potential for our customers, sustained and developed by professionals on three continents who work to make Sophie one of the most competitive cognitive care platforms in the world."
Currently, Stefanini counts on clients who have already automated 69% of all open calls in service desk. "Overall, the automation index in our operations is up 25%, expected to reach 40% by 2018. Virtually all of Stefanini’s operations already have some kind of automation, and we are working with CA to raise not just the index but the complexity of automated processes," adds Winetzki.
"Our experience in implementations of cognitive care allows us a unique level of maturity, from the evaluation of processes to be implemented to the support and improvement of the platform for our customers," adds Winetzki.
#contactcenterworld, @stefaniniglobal, @cainc
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - It’s Right Under Your Nose!
More Editorial From Stefanini
IT Outsourcing services ranging from staffing to applications to Infrastructure support
About CA Technologies:
CA Technologies provides IT management solutions that help customers manage and secure complex IT environments to support agile business services. Organizations leverage CA Technologies software and SaaS solutions to accelerate innovation, transform infrastructure and secure data and identities, from the data center to the cloud.
Published: Thursday, October 26, 2017
Maintaining multi-channel customer support via phone, fax, web and email can be a heavy burden for a company to bear. In addition to maintaining a high quality support system that takes advantage of t...
ConSol bridges the gap between governments, corporations institutions and their stakeholders using technology, facility provides efficient services in exchange of valuable information solutions that i...
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file man...
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in re...