Bangalore: Wipro Infotech has entered into an alliance with Witness Systems, the US-based leading provider of contact centre performance optimisation solutions.

Recognised as a premier provider of IT solutions and services, Wipro will market and integrate the complete range of Witness Systems' eQuality browser-based solutions to contact centres in India, Wipro said in a release on August 7.

The eQuality suite offering includes eQuality Balance, eQuality ContactStore, eQuality Interactive and eQuality response for capture and retrieval of customer interactions; eQuality Evaluation, eQuality Analysis, eQuality Vision and eQuality Focus for reporting and analysis; and eQuality Now for online learning and training.

Ishwar Hemrajani, chief executive, Technology Products Divison, Wipro Infotech, said, "Witness Systems' eQuality software will significantly expand and complement our existing range of leading contact centre technologies. By adding performance optimisation capabilities to our vast integration and domain expertise, we can now offer a complete end-to-end systems integration offering to India call centre and BPO customers."

According to Dermot McCutcheon, managing director for Witness Systems, this partnership presented a clear opportunity for both companies. "Business process outsourcing in India has seen phenomenal growth over the past few years and the contact centre market is key driver," he said.

PTI