Brazil's Istmo Solutions has teamed up with worker optimization expert OpenSpan in order to provide contact center services throughout the nation of Brazil. OpenSpan was in the process of looking for a partner who could help improve contact center services within Brazil, and though they were already experts in activity management and automation services, Istmo's 17 years of experience in South America will help them resell and support desktop automation services to the Brazilian call center market, including analytics products.
According to Istmo Solutions executive director Wilson Fernandes, “We are thrilled to be able to improve OpenSpan's proven solutions, and are excited to show our clients the dramatic performance improvements and rapid ROI that can be achieved with these remarkable products.” OpenSpan is equally excited about the deal, and as the company's executive vice president for business development and international operations Rick Marquardt said in an official statement, “OpenSpan is very pleased to be entering the Brazilian market by partnering with a respected leader in the contact center community.”
The partnership will focus on supporting contact centers and back office operations in Brazil by introducing and overseeing advanced tools that analyze worker activity, business processes, automation technologies and overall technology performance. OpenSpan's Rick Marquardt notes that “This is a natural partnership as OpenSpan and Istmo are both intensely focused on improving contact center and back office performance through the use of advanced technology.”
OpenSpan and Istmo plan on leveraging the combined experience and technology available to both companies in order to deliver services that are much better than either could provide individually. Though Istmo had already been serving Brazil for nearly two decades, OpenSpan did not have the ability or the resources to enter the Brazilian market on their own. Similarly, Istmo was looking for a good way to improve the call centers within their own network but lacked the unique products offered by OpenSpan for doing just that.