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Intermedia Cloud Communications Continues to Enhance Contact Center Efficiency and Performance with the Introduction of AI Interaction Summary

Intermedia’s newest solution harnesses Generative AI to automatically create accurate contact center call summaries, saving representatives significant time while helping to improve coaching and training for more efficient, effective, and personalized customer service

Intermedia Cloud Communications, a leading provider of intelligent cloud communications and collaboration solutions to businesses and the partners that serve them, today announced the launch of Intermedia Artificial Intelligence (AI) Interaction Summary, its latest solution to incorporate transformative AI technology. Developed for Intermedia’s Intelligent Contact Center, AI Interaction Summary leverages Generative AI and Large Language Models to automatically create an accurate summary of each transcribed contact center call which is designed to speed up the close of each call, enable a representative to move to the next call more quickly, and provide supervisors with concise call synopses for coaching and training purposes. AI Interaction Summary is the most recent addition to Intermedia AI Interaction Analytics, a suite of solutions that leverage AI technology to automatically transcribe customer calls, caption calls, flag key words and phrases, and provide instant sentiment analysis of each call.

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As businesses look to continually improve the customer experience, an essential element of that process is to identify areas of friction in the customer journey. AI Interaction Summary is designed specifically to address and alleviate common customer service pain points by delivering:

  • Improved and accurate call notes. Contact center representatives are typically required to type up call notes at the end of each interaction. However, representatives may forget to prepare call notes, or notes may contain errors or reflect the author’s bias. With AI Interaction Summary, the summary of each transcribed call is automatically generated, creating a timely, accurate, and impartial account of the interaction.
  • Increased efficiency. Call notes take time to prepare, especially for customer interactions that are long and/or complex. AI Interaction Summary writes the summary of the transcribed call immediately so the representative can move on to assisting the next customer more quickly.
  • Better coaching and training. Accurate, timely, and summarized call notes from AI Interaction Summary allow supervisors more time for coaching, because they spend less time sifting through long call recordings or call transcriptions. Summaries are also more readily referenceable for future real-life scenario training.
  • Happier customers. The customer’s overall experience is made better when the representative readily knows what was discussed the last time the customer called. AI Interaction Summary does this by presenting the most recent prior interaction (subject to certain defined parameters) to the representative as the incoming call arrives, providing a historical summary that is easy to scan and understand, for more informed and responsive customer interactions.

Intermedia’s AI Interaction Summary works seamlessly in the background of Intermedia Intelligent Contact Center to transcribe inbound and outbound calls, and then sends the transcriptions to a Generative AI engine specifically trained to summarize contact center calls. Depending on service configuration, the summary is then delivered either to the supervisor only or to the supervisor and representative.

“Intermedia has a history of embedding AI into its solutions and is moving quickly to harness even more benefits from the latest advancements in Generative AI,” said Jim Lundy, Founder, CEO and Lead Analyst of Aragon Research. “AI Interaction Summary is a perfect example of how AI can be used to create new efficiencies and productivity gains for any business while employing new technologies to further delight their customers.”

“Generative AI is one of the most transformative technologies to appear in decades. At Intermedia, we believe the purpose of AI is not to replace people, but to help them be more productive, make more informed decisions, see new and useful insights, and ultimately help businesses achieve their goals more efficiently,” said Michael Gold, Intermedia CEO. “Adding AI Interaction Summary to our existing suite of AI-powered services is another example of how Intermedia identifies opportunities for business improvement, and then develops and delivers the technologies that provide the solution. More are on the way.”

Intermedia AI Interaction Summary is available directly to customers and through Intermedia’s partner ecosystem as an add-on service for Intermedia Intelligent Contact Center – the omnichannel cloud-based contact center solution that handles, manages, and analyzes voice, chat, SMS, and email customer interactions to help create more informed and efficient businesses and better customer experiences.

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project44 Unveils “Movement GPT” Providing First-Ever Generative AI Assistant for Supply Chain

This groundbreaking capability puts the power of generative AI into the hands of industry professionals for the first time and enables the autonomous supply chain.

project44, the leading supply chain visibility platform, announced the launch of a new artificial intelligence within project44’s platform, Movement. Using the capabilities of generative AI, Movement GPT is a breakthrough enhancement that finally delivers on the decades-old promise of autonomous supply chains.

As the launch of ChatGPT has shown, generative AI has the potential to reshape entire industries, including the supply chain industry. However, generative AI is only as good as the data used to train it. project44 is uniquely positioned to deliver a capability like Movement GPT because of its unique dataset gathered from tracking 1 billion shipments representing $1 trillion in customer inventory across 181 countries. project44 is also the only visibility company to cover all modes and geographies within a single platform.

“For the first time, we are training generative AI models to become experts in supply chain,” said Jett McCandless, project44 Founder and CEO. “We are thrilled to deliver Movement GPT to supply chain professionals to make their work more efficient and enable them to overcome the complexities of today’s supply chains.”

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Since the company’s inception, project44 has been a leader in data science and machine learning, with expertise in neural networks and deep learning technology. The company was quick to realize the transformative power large language models could bring to the supply chain and incorporated the technology into Movement. project44 incorporated top of the line security and followed best practices for the responsible use of AI.

For the first time, Movement GPT enables users to conversationally interact within the Movement platform giving them the ability to dynamically identify shipments using natural language, saving time, improving the overall user experience, and training models to become supply chain experts in the process.

One of the first capabilities released enables users to identify supply chain risks by conversationally interacting with Movement GPT. For example, a line of questioning might look like:

  • Show me all of my shipments impacted by weather in northern Europe
  • What is the value of the inventory of those shipments?
  • Where are those goods destined?
  • Do I have more reliable routing options for my next shipment?

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This breakthrough enhancement brings a highly interactive and natural language interface to supply chain visibility, making it easier than ever for users to access essential information and manage their shipments. With the power of generative AI, project44’s Movement platform becomes an even more robust and efficient tool for supply chain professionals.

project44 is committed to unlocking additional workflows and interactions through its intuitive interface. This release marks a significant milestone for the company and industry, as it leads the market in delivering the most advanced and user-friendly supply chain solutions.

Generative AI has the potential to transform the supply chain, finally creating the autonomous, self-repairing supply chain. Over the coming months, project44 will expand Movement GPT with additional capabilities, including the ability to automate tasks and generate analytics and insights.

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QAD to Showcase its Digital Supply Chain Solutions at InNOWvate 2023

QAD’s Ludovic Lezenven to present session on ‘Why Antifragile Supply Chains Love Disruption’

QAD Inc., a leading provider of next-generation manufacturing and supply chain solutions in the cloud, announced its participation as a sponsor in the upcoming InNOWvate Supply Chain Event on 11 May 2023 at the Movie Theatre Pathé in Ede, The Netherlands.

The event will gather supply chain professionals worldwide to exchange best practices, success techniques and industry lessons learned. As a sponsor, QAD will showcase its Digital Supply Chain Planning, Supplier Relationship Management, and Global Trade and Transportation solutions. Those who visit QAD’s exhibition booth will have the opportunity to network with experts and gain insights into how QAD’s Adaptive Supply Chain solutions can benefit their organizations.

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In addition, Ludovic Lezenven, a QAD Business Consultant, will be presenting an insightful session titled, “Why Antifragile Supply Chains Love Disruption” at the Planning stage from 3:05 to 3:25 pm. This presentation will explore the concept of antifragility and its application in supply chain management, highlighting the differences between robustness, resilience, and antifragility and how organizations can turn disruption into a competitive advantage.

Lezenven commented, “In today’s rapidly changing business landscape, it’s more important than ever for companies to understand how to build an antifragile supply chain. By embracing multiple scenarios and testing approaches, organizations can not only survive but thrive in times of uncertainty and change.”

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Event Details

What: InNOWvate Supply Chain Event

When: May 11, 2023

Where: Movie Theatre Pathé. Ede, The Netherlands.

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Forrester Opens Award Nominations In Europe, The Middle East, And Africa To Recognise Excellence In B2B Marketing, Sales, And Product Functions

Forrester Logo | Clutch Marketing

B2B organisations that align their growth engine will be honoured at Forrester’s B2B Summit EMEA

Forrester is opening calls for nominations in Europe, the Middle East, and Africa (EMEA) for its B2B Return On Integration Honours and B2B Programmes Of The Year Awards to recognise B2B organisations with outstanding achievements in marketing, sales, and product functions resulting in growth. Honourees will be recognised at Forrester’s B2B Summit EMEA, being held in London, and digitally, 10–11 October 2023.

Nominations for both award categories are open to companies in EMEA with more than 1,000 employees. Forrester invites nominations from chief marketing officers, chief sales officers, chief product officers, and other marketing, sales, and product leaders.

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The nomination criteria for Forrester’s two awards are as follows:

  • B2B Return On Integration (ROI) Honours. These awards showcase organisations that have achieved strong cross-functional alignment across marketing, sales, and product functions — the B2B growth engine — to improve company performance, deliver customer value, and drive revenue.
  • B2B Programmes Of The Year (POY) Awards. These awards recognise outstanding achievements within specific areas of marketing, sales, and product functions based on the successful implementation of research, frameworks, and best practices to improve functional performance. To apply, an organisation must demonstrate how it implemented a modern, revenue-focused strategy, process, or initiative to help the company grow.

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“We look forward to receiving nominations from EMEA companies for Forrester’s B2B ROI Honours and B2B POY Awards,” said Forrester Vice President and Research Director Paul Ferron. “These awards showcase businesses that have aligned their growth engine around customer value to drive better outcomes for customers — and tangible results for them.”

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8 out of 10 European Businesses Embrace Export Opportunities to Drive Growth, Resilience and Innovation

Research from Alibaba reveals businesses embracing exports to overcome domestic pressures, but supply chain, red tape and cultural challenges continue to hold small businesses back

European businesses surveyed are going global to unlock growth opportunities, with 80% of businesses currently exporting and 70% expecting their exports1 to grow next year.

These are just some of the findings from Alibaba Group’s Export Opportunity Report, in which over 9,000 European businesses across nine markets were surveyed.*

The report shows buoyant export activity, with 79% of companies saying exporting has made their businesses stronger2 and the same proportion saying international sales are critical for their future success. On average, the business owners surveyed said 52% of their annual revenue was derived from exports in the past year.

Benefits beyond economic impact

In addition to the direct benefits of international trade, the survey also reveals that exporting delivers a wide range of additional benefits, with 80% of respondents saying it has fuelled innovation in their business and enhanced their production capabilities2. The same proportion say it has increased their headcount and encouraged them to broaden their product range.

SMEs lagging behind

Despite these advantages, the report shows that SMEs are lagging behind larger businesses when it comes to seizing the benefits of exporting. Currently 23% of SMEs3 do not export at all, showing untapped potential for export growth among Europe’s smaller companies.

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Protection against domestic uncertainties

At a time of economic uncertainty and rising costs, the report reveals how exports protect European businesses by helping them diversify and access new opportunities. In particular, firms say exports provide protection against potential problems in their home market, with almost four in five (79%) saying exporting had relieved pressures at home2.

“This report underscores the vital importance for small businesses of having an export strategy and a digital strategy. Both are essential for businesses to support long-term, sustainable growth,” says Michael Evans, Director and President of Alibaba Group, which enables thousands of European businesses to export globally by leveraging its technology and commerce infrastructure.

“These findings reveal that businesses that export are more resilient, innovative, can attract and retain top talent and, critically, they are achieving growth in the currently challenging business climate.”

Barriers to export

Despite the clear benefits of exporting, there remain hurdles to businesses, particularly SMEs, trading internationally. Supply chain and logistics challenges are cited as the biggest barriers to export (20%), followed by a lack of cultural awareness/familiarity with overseas markets (19%), increased paperwork and red tape (18%), price competition (18%) and inadequacies in production capacity (18%). Difficulties in finding a trusted export partner also ranked high on the list of barriers to international trade (18%).

Businesses in the UK and France list supply chain and logistics challenges as their biggest barriers to export (22%), while German companies ranked lack of cultural awareness/familiarity with the overseas market as the biggest barrier (22%). For businesses in Sweden, increased paperwork and red tape was the main issue to exporting (22%).

Over a quarter of respondents (28%) export to other countries in the EU, 21% to North America and 19% to ChinaBelgium and Denmark have the highest proportion of businesses that export (90%), with Germany (73%) and the Netherlands (70%) lower, but still a high proportion.

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Digitalisation and online marketplaces boost exports

Digitalisation and online marketplaces are seen by businesses as a key way to expand into new markets, especially since the pandemic. Overall, some 61% of businesses are currently working with online marketplaces to boost exports. Around a quarter (25%) of the businesses surveyed started working with online marketplaces during the pandemic, with the highest proportion in Belgium (38%) and the UK (30%). Overall, 80% of businesses agree2 that exporting has driven their digital transformation, and 76% agree2 that digital transformation has accelerated their business since the pandemic.

Nearly a third (30%) of businesses working with online marketplaces say they have enabled them to expand into new geographic markets, with improved inventory planning (29%), better access to technology and communication tools (29%), and enhanced competitor and market insights (29%).

Of the companies that have digitalised, 76% say it has helped make their business more efficient and reduced costs2. Companies also say investments in digital processes have yielded insights that have increased the quality of products and/or customer service2 (77%). Digital tools commonly used are social media (16%), smart marketing (14%), digital advertising (13%), data analytics (14%) and digital custom clearance (12%).

Overall, the report shows that European businesses are embracing the opportunities and benefits of exporting. Although there are still many perceived barriers to exporting – particularly among smaller companies – it is clear that digitalisation and online marketplaces can help overcome these challenges and enable businesses to sell their goods abroad. By doing so, companies have more potential to grow, innovate and protect themselves from pressures in their domestic markets.

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Servicenow Announces New Leadership Appointments In EMEA

ServiceNow | Agile Alliance

Ulrik Nehammer takes on expanded role of chairman, international; Cathy Mauzaize promoted to president, EMEA; Fabio Spoletini joins ServiceNow as vice president, EMEA South

ServiceNow, the leading digital workflow company that makes the world work better for everyone, announced expanded leadership roles and promotions in Europe, Middle East, and Africa (EMEA). This comes as part of the company’s continued commitment to investment, innovation, and ambitious growth in the region.

“It is a testament to our culture and talent that we can draw from such an incredible bench of executives when new opportunities arise. Cathy’s, Ulrik’s, and Fabio’s appointments position ServiceNow with the best international expertise and leadership for our employees, customers, and partners.”

The leadership appointments include:

  • EMEA President Ulrik Nehammer is promoted to chairman, international. In this strategic advisory role, Nehammer will bring his expertise to global customer accounts and strategic planning.
  • Current Vice President EMEA South, Cathy Mauzaize is promoted to president, EMEA. In her role, Mauzaize will drive the growth strategy in EMEA to support ServiceNow in becoming the defining enterprise software company of the 21st century.
  • Fabio Spoletini has joined ServiceNow as vice president, EMEA South, leading business development across the extensive and diverse area of Southern Europe, Middle East, and Africa.

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“EMEA is driving tremendous growth and Cathy is an exceptional leader who I know will propel the region’s continued success,” said Paul Smith, chief commercial officer, ServiceNow. “It is a testament to our culture and talent that we can draw from such an incredible bench of executives when new opportunities arise. Cathy’s, Ulrik’s, and Fabio’s appointments position ServiceNow with the best international expertise and leadership for our employees, customers, and partners.”

Since joining ServiceNow as EMEA president in 2022, Nehammer’s strong leadership and deep customer relationships have built a tremendous foundation for ServiceNow’s growth in the region. As co-executive sponsor of the Women at ServiceNow belonging group, he has been an ally for diversity, equity, and inclusion. Complemented with his past global experience at Salesforce and Coca-Cola, his new role will bring his strategic insight to customers across all markets.

“To support customers on their path to profit and growth, a deep understanding of their challenges and needs is essential,” says Nehammer. “I am looking forward to bringing my C-Suite experience and customer perspective to the global team and accelerate our international growth.”

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Mauzaize joined ServiceNow in 2021 as vice president, EMEA South. Since joining, she has brought her 30-plus years of technology experience to key customer accounts in the region, such as Carrefour, Lavazza, and Sasol, and has been a champion for gender equality and diversity initiatives. Mauzaize previously held senior leadership roles across companies including Microsoft, SAP, Dell, PwC, and Hewlett Packard.

“Since joining ServiceNow, I have seen first-hand the power of our platform to drive digital and business transformation for our customers. Combined with our industry-leading teams, the opportunity in EMEA is immense,” said Mauzaize. “The needs and considerations of our customers, teams, and partners are truly unique. I’m honoured to build on the strong foundation that’s in place to accelerate this diverse region’s trajectory.”

Spoletini brings more than 25 years’ experience in enterprise software and digital transformation to ServiceNow—most recently from Oracle. His record of successful international team leadership is driven by passion for the business, strategic partnerships, and customer-first strategies.

“I’ve watched ServiceNow from afar for several years and have admired the vision of the company in making the world work better,” says Spoletini. “Faced with a broad range of customer, macro-economic, and technology challenges, businesses are looking to ServiceNow as the solution to accelerate their digitalization. I’m excited help our customers reach their potential with ServiceNow.”

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AntChain Unveils Multiple New Web3 Initiatives With Partners

Together with its partners, AntChain unveiled a series of new Web3 initiatives, including an open-source project featuring its industry-leading cross-chain technology and AntChain OpenLab, to support Web3 developer community at the 2023 Ant Group Digital Technologies Developer Conference.

Web3 is commonly known as a more secure and blockchain-based Internet comparing to the current version (Web 2.0). Cross-chain technology is a key component of Web3 to make it an interconnected and open ecosystem. At the conference, the Institute of Electrical and Electronics Engineers (IEEE) released the first international standard for cross-chain technology, while AntChain Bridge, a high-security heterogeneous cross-chain protocol developed with this standard, opened its source codes to the developer community. This is the first time that AntChain open-sourced its fundamental technologies.

“Cross-chain technology connects different blockchains and facilitates cross-chain value circulation. The new standard brings a unified communication protocol, and significantly reduces the cost of interconnection of blockchains, ” said Li Ming, Chairman of the IEEE Computer Society Blockchain and Distributed Ledger Technology Standards Committee.

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“Cross-chain technology is essential to unlocking the full potential of Web3. By connecting different blockchains and use cases across industries with the technology, we will create a more interconnected and open ecosystem that allows for large-scale transferring of digital assets, ” noted Yan Ying, Technical Director of AntChain. “After several years of exploration, we are glad to share our cross-chain technology and technical know-how with the Web3 community through this open-source project. We hope the project can help facilitate the development of the Web3 community and make the technology more inclusive.”

In 2019, AntChain launched its cross-chain product ODATS (Open Data Access Trusted Service). Over the past years, ODATS has been adapted and validated in various use cases including financial services and logistics.

Also at the conference, AntChain announced the establishment of AntChain OpenLab, which focuses on the research of technologies including blockchain protocols, security and compliance, private-preserving computing and trusted hardware solutions together with Web3 researchers and developers. AntChain OpenLab aims to contribute to an open, secure and highly-efficient Web3 technology ecosystem.

In the meantime, multiple node operators, including Shanghai Data Exchange, Zhejiang Cultural Industry Investment Group and AntChain, co-launched Web3 OpenChain, a suite of Web3 development platform, services and toolkits. Upgraded from AntChain OpenChain, launched in 2020, Web3 OpenChain offers full-stack technology services for Web3 development and is compatible with other major protocols such as Ethereum.

Geoff Jiang, President of Digital Technologies Business at Ant Group, said, “Industrial Web3 and value network are the cornerstones of tomorrow’s Internet. Innovations including cross-chain technology based on international standards will enable the interconnection of different blockchains, help us move from an information network to a value network, and support the development of the digital economy.”

Beyond Web3 initiatives, China Unicom Digital Technology (CUDT) and UNISOC also worked with AntChain to launch a trusted baseband chip customized for the electric vehicle industry. With highly-integrated baseband chip design from UNISOC, customized communication capabilities from CUDT, and AntChain’s expertise on blockchain and IoT technologies, this new chip securely connects external data with blockchain environments at hardware level to achieve end-to-end security and trustworthiness.

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Uplevel Financial Acumen – Fast – to Retain Customers & Win Deals

B2B sellers, who are already under pressure to close deals, are now facing new scrutiny from a formidable buyer: the CFO.

The volatile economy is prompting these notoriously exacting executives to keep close watch on major purchasing decisions, so sales teams need to craft their strategies to pass muster. Just 29% of CFOs say now is a good time to take greater risks, according to Deloitte’s latest CFO Signals survey – well under the two-year average of 50%. Annual capital investments are predicted to grow only 4% annually, less than half of the two-year average growth forecast of 9.2%.

This cautious approach sets the bar higher than ever for sales teams to demonstrate financial acumen during the sales cycle. In fact, new research from Databook shows that 72% of B2B sellers report they are more successful when they use financial data to create sales narratives that speak to executive buyers and their business priorities.

Yet very few sellers are actually able to do this in practice. Less than 30% have used a 10-K Annual Report or 10-Q Quarterly Report in the last 6 months.  What is stopping more sellers from doing what everyone agrees works so well? The top 3 reasons identified by respondents include: 25% lack the tools to make it easy, 30% say it’s too time consuming; and 31% say it’s not part of their company’s sales motions.

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Align your strategy to suit a financial mindset

While the pressure to perform can be intense, the study indicates that high performing sales executives  consistently seize the opportunity within the challenge. 83% of sellers who significantly exceeded quota in the last few quarters cite using financial data in some area of their sales motions.

As you prepare to make your case with CFOs, banish your generic demo and speak the language of finance instead. CFOs make decisions solely based on business outcomes, time to value, required investment, and the risk profile. To succeed, adapt to this mindset and present a strategic plan that aligns with the company’s urgent business priorities and offer proof points for impact to the bottom line. Essential components include:

1. Alignment with top priorities and proven success.

Use annual and quarterly reports to learn about top company-wide areas of focus and investment, and then dive into proxy statements to discover which initiatives are directly tied to CFO compensation metrics. Consult transcripts of the most recent earnings call to ensure alignment with any pivots or re-prioritization occurring due to fast-changing market conditions.

With a well-researched dossier in hand, you can focus on the specifics of your solution that are most relevant to the company’s and the CFO’s top priorities. Importantly, pro-actively discuss other customers that have generated returns from your solutions that looked like them at the start. Not only does this approach avoid recitation of a long laundry list of product benefits, but you’ll earn credibility as a knowledgeable advisor capable of adapting to the company’s specific needs. Demonstrating alignment with the latest objectives also bolsters the case for fast-tracking implementation of your project.

2. A financial forecast with impact.

Even before you’re privy to budget specifics, you can project bottom-line impact from the outside in using company financial filings and your customer case studies. Base your calculations on forward estimates and target earnings to demonstrate how your solution can help the company make substantial progress toward its goals. Focus on the specific value drivers that matter to the individual CFO you’re meeting, whether it’s cost savings in the supply chain or sales growth in a specific territory or product division.

Case studies are critical to demonstrate relevance and credibility. Work with Value Engineering teams to use actual results from your customer projects to model forecasts for the current proposal; that way, your calculations are grounded in reality, increasing your credibility and offering a further proof point.

3. Relevant best practices that go beyond the expected.

As you consider references and case studies, consider other tactics that go beyond your customers expectations. For example, providing video testimonials from customers or the opportunity to meet customers on a reference call can go a long way. Additionally, bring a business case that adds in the soft costs

Additionally, consider companies that faced similar challenges or undertook similar initiatives that might provide valuable examples and models to reference. Show the specifics of how your solution helped meet or exceed goals, and model how a similar implementation would benefit your prospect. These concrete connections ensure the best practices and results you reference are integrated into your narrative and support the specifics of your proposal.

Maintain the momentum

After your initial meeting with a prospect’s CFO, offer to furnish even more accurate projections using real budget numbers and adjust your proposal as needed based on your growing on-the-ground knowledge of company processes and priorities. As your original outside-in forecast incorporates these actuals, your proposal intertwines with the company’s – and the CFO’s – reality.  Serve in a consultative role, communicating new developments in the industry and new results from competitors and peers alongside refinements to your plan.

In this capacity, you can help the CFO build a funding proposal to bring to the board, saving hours of legwork and research on their part – and ensuring that you win the deal with a thoroughly-vetted plan that stands up to rigorous financial scrutiny.

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FluentStream Launches Channel Advancements to Enable Greater Partner Efficiencies

Communications services provider announces new resources and executive new hire to ensure partner enablement and success

FluentStream, the preferred cloud communications provider by small and midsize organizations, announced several key advancements to its channel program to improve the partner experience. FluentStream expanded its partnerships by 235% in 2022 and plans to continue this aggressive growth trajectory by investing heavily in features, tooling and resources while maintaining its customer-centricity, best-in-class services and award-winning support.

“FluentStream is doubling down on our commitment to our partners in 2023,” said Cass Gilmore, CEO, FluentStream. “We have listened closely to our partners and continue to evolve to meet their needs. We are delivering more resources that will enable partners to meet customers’ needs without slowing down. We are further expanding communication channels to ensure partners can stay up-to-date on the most current FluentStream offerings while on the go. Additionally, we are delivering features and products that meet the evolving needs of our customers, which, in turn, makes engagement easier for our partners.”

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Today, FluentStream launched its new iOS Admin App to make it easier for customer administrators and partners who provide administration services to manage the FluentStream phone system remotely. By using this new app, available now in the iOS App Store, administrators gain a quick and simple way to make changes to call routing, reset user passwords, change time of day conditions and harness the power of the FluentStream phone system from anywhere.

Additionally, FluentStream will roll out its new Partner Portal in May. The Portal will give partners self-sufficiency at each step of the customer journey by registering leads and creating quotes, monitoring customer onboarding progress, and gaining access to account case details. When registering leads in the portal, partners can create and edit quotes and send them for electronic signature via DocuSign.

Through the new Portal, partners will also gain visibility into the customer’s onboarding journey via direct access to their implementation project manager for progress updates, account-specific requirements and other inquiries. Additionally, the Portal will include FluentStream collateral to help partners continue to close deals while assisting customers in maximizing their investment. Inviting partners to collaborate on case management and in the onboarding process directly in the FluentStream systems will benefit both customers and partners.

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Helping to amplify FluentStream’s partner engagement efforts is its new Vice President of Channel & Customer Success, Marissa Barcza. In this role, Barcza is responsible for driving the strategy development and execution for a variety of partner and customer experience programs and operations. Barcza also leads the Channel Management and Customer Success teams while working closely with other departments to achieve channel and customer success goals.

“With her deep experience, Marissa will bring operational rigor to team strategies, allowing FluentStream to scale efficiently without sacrificing the experience for channel partners or customers,” said Kerrin Parker, COO, FluentStream. “Marissa has a broad range of company experience working with UCaaS providers and serving the SMB segment of customers. We are so thrilled she joined our team.”

Barcza previously held leadership roles at magicJack, Adobe and MakerSights. She earned a bachelor’s degree from Northwestern University and serves as a professional mentor via Ceresa, an inclusive leadership development platform.

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DataParser Adding Support For Zoom Externally Hosted Meetings

DataParser uses Zoom’s archive API to support collection of externally hosted meetings. The chats can be delivered to any compliance archive using DataParser.

17a-4’s DataParser for Zoom supports new externally hosted meeting data collection. DataParser is the leading independent connector solution for bringing data into archives. Zoom is an all-in-one intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic for businesses and individuals. The Zoom module of DataParser supports collection of Zoom Meetings, Webinars and Team Chat.

“Externally hosted meeting data is growing concern for compliance teams supervising regulated employees’ communications. Zoom’s API update provides access to this data. Zoom continues to show a commitment to compliance and supporting regulated clients.” said Charles Weeden, Managing Partner of 17a-4.

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“Externally hosted meeting data is growing concern for compliance teams supervising regulated employees’ communications.”

— Charles Weeden

17a-4 works closely with clients and regulators on compliance issues. The Zoom connector is focused on content required by regulations. To minimize compliance and legal risk, regulated firms shouldn’t archive more information than is required. As data source partners update APIs, exports and feeds with new features and compliance data for collection, DataParser will develop support.

DataParser is an independent connector solution designed for compliance and eDiscovery. Supported data sources include Zoom, Webex, Microsoft Teams, Slack and more. Data types include chats, meetings, documents, data feeds, collaboration platforms and databases. DataParser has no impact on the collected data source networks or destination archives. DataParser supports delivery to multiple locations including Microsoft 365, Google Vault, Proofpoint, Mimecast, Archive360, Cryoserver and many other archive and eDiscovery platforms. Users’ chat and collaboration activities are not disrupted by the DataParser’s processes and Compliance officers do not have to make changes to eDiscovery procedures. All ingested data sources are fully indexed and searchable via typical eDiscovery queries in the archive or eDiscovery platform.

DataParser is a modular software solution designed to meet Compliance, Legal, Security and IT requirements. On-premise and cloud plans are available.

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