Transversal has today launched its partner programme aimed at systems integrators, managed service providers, business process outsourcing, digital marketing agencies, value added resellers and independent software vendors.
Transversal’s self-service software is used across the enterprise on websites, by call centre agents and for HR purposes by employees to help resolve queries quickly. Its software that already enables clients such as the BBC, Mothercare, Tesco and Marks & Spencer to improve their customer service operations and reduce call volumes.
Capita was an early pioneer for the programme and partnered with Transversal to implement the automated self-help function for the BBC iPlayer site. It has since extended its partnership agreement for the next ten years across the breadth of BBC Audience Services. Jonathan Rush at Capita says: “To date, less than one per cent of customers using the iPlayer Help service have sought further help, demonstrating its value to the service we provide the BBC.”
Buoyed by its success with Capita, the firm has decided to build a bigger sales channel, and is now aiming to recruit a 40-50 new partners.
Ex-Autonomy channel head Marc Quantrill is now partner sales director at Transversal. He explains: “Partners will find our solutions very easy to implement with a minimal level of training required because our solutions are both managed and cloud-based. This will enable them to offer genuinely innovative solutions to their customers and enjoy a very quick return on investment with a margin that compares very favourably.
“Our patented natural language technology means that end users simply ‘ask’ questions using conversational language. Because our technology understands meaning in context, it finds answers a lot quicker than traditional search. Marketers can also view the questions their customers have been asking, this helps them build a picture of what customers are looking for in order to fully understand their customer needs,” he adds.
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