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News : Stefanini Becomes CA’s Technology Partner

#contactcenterworld, @stefaniniglobal, @cainc

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.

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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
Source: Stefanini


About Stefanini:
Company LogoIT Outsourcing services ranging from staffing to applications to Infrastructure support
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About CA Technologies:
Company LogoCA 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.
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Today's Tip of the Day - Promoting Your Brand

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Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
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Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
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Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
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