Ingram Micro has signed an expanded cloud distribution agreement with Serviceaide, targeting the channel across the wider Asian market.
Following an initial Singapore-based deal in November, the distribution giant will now represent the IT service management vendor across 10 countries regionally.
Channel Asia can reveal that the global agreement includes the Philippines; Malaysia; Thailand; Vietnam and Cambodia, in addition to Myanmar; China; South Korea; India and Bangladesh.
As a result, partners can now gain access to Serviceaide’s artificial intelligence-powered virtual support agent, under the banner of Luma.
“Our customers are expecting more from their technical support organisations and Luma helps deliver on that need,” said Tarik Faouzi, vice president of Global Cloud Product Management at Ingram Micro.
“We are excited to broaden the portfolio of cloud services by adding Luma to our Cloud Marketplace, which is now being used by more than 55,000 technology partners around the world to manage nearly four million fully automated seats.”
From a technological standpoint, Luma’s conversational interface guides users to actionable requests and improved self-service, while automated services frequently deflect tickets by providing real-time resolutions to users.
“As a virtual support agent that is intuitive for end users and learns new skills over time, Luma represents a significant shift for IT service and support organisations,” added Abed Farhan, senior vice president of sales at Serviceaide. “Its AI capabilities are changing the way businesses think about and handle service management.
“Our goal is to get Luma in the hands of as many teams as possible, and with Ingram Micro’s unmatched reach and expertise in cloud-delivered services, this strategic agreement is the ideal way to accomplish that.”
According to Farhan, resellers can leverage a “ready-to-run” AI-based virtual agent pre-loaded with “hundreds of ITSM skills”, in addition to the ability to learn more.