Recife, 50010-928,
Brazil
Governo de Pernambuco Technographics
Discover the latest software purchases and digital transformation initiatives being undertaken by Governo de Pernambuco and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 525 Governo de Pernambuco employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Governo de Pernambuco has purchased the following applications: CMTECH MEXX for Customer Support in 2022 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Governo de Pernambuco is running and its propensity to invest more and deepen its relationship with CMTECH or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Governo de Pernambuco revenues, which have grown to $63.0 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Governo de Pernambuco intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| CMTECH | Legacy | CMTECH MEXX | Customer Support | CRM | n/a | 2022 | 2023 |
In 2022, Governo de Pernambuco deployed CMTECH MEXX to establish a multichannel Service Desk for the State Government of Pernambuco, using the application as the core Customer Support platform. CMTECH implemented and continues to operate the environment in a consortium model, providing a managed service delivery approach for the state IT support estate.
The implementation leverages MEXX Omnichannel and service desk capabilities to provide a single point contact for end users, field service management, remote technical assistance and on site technical support. The service desk handles nearly 15,000 tickets per month and the CMTECH MEXX deployment supports standard incident management and service request workflows, ticket triage, dispatching to field technicians and remote remediation processes.
Operational coverage is statewide across multiple government departments, centralizing and optimizing support operations under a unified service desk. CMTECH operates the platform and the delivery processes, coordinating field dispatch, remote sessions and escalation routing, while the CMTECH MEXX configuration enforces consistent categorization and service level handling across sites.
Governance focused on consolidating support intake into a single contact channel and standardizing incident and restoration procedures, which produced improved response and restoration times as reported by the implementation. The deployment is an IT service management oriented Customer Support implementation implemented in Brazil and managed by CMTECH for the Governo de Pernambuco.
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