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ibex Named a Finalist for Contact Center or Customer Service Outsourcing Provider of the Year in 2023 Stevie AWARDS

Ibex logo red

17th annual awards will be presented on March 3 in Las Vegas

ibex, a leading global provider of business process outsourcing (BPO) and customer engagement technology solutions, today announced it was named a Finalist in the Contact Center or Customer Service Outsourcing Provider of the Year category in the 17th annual Stevie Awards for Sales & Customer Service.

“For the second year in a row, ibex is delighted to be recognized by the Stevie Awards for our relentless commitment and laser focus on delivering amazing customer experiences for our clients,” said ibex CEO Bob Dechant. “I want to congratulate and thank our amazing team of more than 30,000 dedicated professionals around the world, who deserve all the credit for this award. At ibex, we believe that providing the best employee experience and award-winning technology enable us to deliver the best CX for our clients at every customer interaction.”

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The award winners will be crowned at the gala banquet on Friday, March 3, at Caesars Palace in Las Vegas, Nevada. More than 2,300 nominations from organizations of all sizes and in virtually every industry, in 49 nations and territories, were evaluated in this year’s competition. Finalists were determined by the average scores of more than 170 professionals worldwide, working in seven specialized judging committees.

The awards are presented by the Stevie Awards, which organizes several of the world’s leading business awards shows including the prestigious American Business Awards® and International Business Awards®.

“2023 Finalists have every reason to be proud of their achievements and the recognition they’ve received from the Stevie judges,” said Stevie Awards president Maggie Miller. “We invite every Finalist organization to bring their teams together at the March 3 awards banquet in Las Vegas to celebrate their recognition together.”

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Veloce Corporation Announces CPQ Solution for Small and Medium Sized Businesses

Veloce CPQ, the most powerful enterprise CPQ, makes out-of-the-box functionality available for Small and Medium Sized Businesses with Quick Start implementation

Veloce Corporation, inventors of the most powerful CPQ platform available, have announced a CPQ solution for Small and Medium Sized Businesses (“SMB”).

“Veloce is the only CPQ platform that has the power and flexibility to meet the needs of the large enterprise, and the agility to support small businesses and their proportionately smaller budgets.”— Joe Parlett, Veloce’s VP of Sales

“When we originally developed the Veloce CPQ platform, we designed it to handle the complexities which have plagued the Large Enterprise for quite some time. However, after being in the market with our platform for a couple years, what we realized is that there is a significant portion of the SMB market that also struggles with their CPQ solution,” said Veloce’s CEO, Shaowei Mao.

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Veloce’s out-of-the-box functionality is extremely rich. With all of that functionality at its disposal, Veloce can very quickly configure the system and deliver a robust end-to-end solution for the SMB. The result for the customer is a very rapid implementation and quick time to value. This is a huge win for the SMB, many of whom have previously been left with a CPQ solution that either has significant capability gaps, or an enormous price tag.

“We believe that Veloce is the only CPQ platform that has the power and flexibility to meet the needs of the large enterprise, and the agility to support small businesses and their proportionately smaller budgets.” said Veloce’s VP of Sales, Joe Parlett.

Rapid ROI
Veloce now offers a Quick Start package which allows companies to get up and running in a matter of weeks. With Veloce’s rich capabilities, companies no longer need to descope the critical requirements which previously had to be left on the shelf.

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Rich Functionality
Nucleus Research, a provider of technology research and advisory services, has published its annual assessment of market leading CPQ solutions. In the annual report, Nucleus measured the CPQ market based on how vendors deliver value to customers through the usability and functionality of their solutions.

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Food and Fuel Top Supply Chain Thefts in 2022, as Governments Grapple With Global Supply Chain Disruption

BSI logo. (PRNewsFoto/BSI Group America Inc.)

  • BSI’s Supply Chain Risk Insights Report 2023 identifies key global trends in how organizations managed their supply chains and the behaviors observed in 2022

  • Strong attention to national governments’ rapidly evolving regulatory agendas identified as a key differentiator for successful organization in 2023

  • Report outlines six business imperatives to help decision-makers succeed in the face of global disruption

BSI, the business improvement and standards company and leading global provider of supply chain intelligence, unveiled its annual Supply Chain Risk Insights Report which indicates organizations that manage supply chain disruption effectively in 2023 will be best equipped to weather financial challenges ahead.

In terms of major trends within the supply chain environment, the report observed that thefts from hijacking have fallen as a proportion of cargo theft from 24.4% to 17.0%. These are now second to theft from facilities, which now account for more than a quarter of total thefts, which saw year-to-year increase from 24.2% to 26.0%. Food and beverages remain the most commonly stolen commodity and the report highlighted that this has increased considerably in 2022, rising share by 2.8%. The proportion of automotive and fuel thefts is also rising, whereas the proportion of electronics, agriculture and construction theft has fallen. While hijacking has also fallen as a proportion of cargo theft, BSI observed that this continues to exert a real impact on global supply chains – with food, pharmaceuticals and construction materials most effected.

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Exacerbated by the RussiaUkraine war, but also an enduring legacy of COVID-19-related shutdowns and the resulting prolonged shortage of key manufacturing components, unprecedented price inflation has awakened governments to the importance of global supply chains to national interests. This has led to the launch of new legislation such as the CHIPS Act and the Bipartisan Infrastructure Law in the US, and increased GPDR regulations across the EU, the combination of which is placing greater accountability on suppliers and purchasers. Government intervention spans efforts to bolster domestic supply chains, reduce carbon emissions, and enhance governance.

Monitoring rapidly changing regulatory agendas is highlighted as one business imperative that decision-makers need to be aware of if organizations are to succeed in the face of the ongoing global disruptions.

The report identifies five additional imperatives that organizations will need to address to enable future growth and provide financial sustainability:

  • Leadership: Supply chain continuity requires investment from the top down and what organizations really need right now is strong buy-in from top level leadership
  • Digital: Organizations need to urgently address their digital risk; 73% of organizations are significantly concerned about the risks posed by the digitization of supply chains. However, not one organization has solved for this threat
  • Self-knowledge: Organizations need to invest in tools and technology which help form a comprehensive understanding of their supply chain environment, such as data analysis, IoT, cloud computing, information security and predictive analysis
  • A tailored approach: An awareness of the different, unique challenges facing each sector’s supply chain is key
  • New technologies: Data, the metaverse, and cybersecurity are segments of technology that will differentiate organizations’ approaches to building strong supply chains

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“2022 saw volatility in global supply chains that many would never have expected in their lifetime. Successive crises, including a global pandemic followed by a war in Europe, have resulted in continued uncertainty on many fronts and have demonstrated to governments the benefit of ensuring a robust global supply chain,” said Susan Taylor Martin, Chief Executive of the British Standards Institution (BSI). “Given the turbulence of the last twelve months, 2023 will be an important watershed for many organizations – with those that successfully manage their supply chain risks being more likely to thrive.”

Jim Yarbrough, Global Intelligence Program Manager at BSI, said: “The threats facing global supply chains vary from region to region and are distributed unequally, but in the face of rampant global price inflation, all countries ended 2022 in conditions more precarious than they were at the outset. Without intervention, businesses will see dramatic impacts on their bottom line, meaning that discussing supply chain issues at the C-suite level can help to ensure investments are funneled to suppliers, building resilience to threats and supporting financial sustainability.”

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FutureDial’s New SMART Receive Solution Streamlines Mobile Phone Receiving and Handling Tasks at Processing Warehouses

FutureDial Automation Solutions Process Over 231 Million

Configurable system greatly improves receiving and workflow routing of preowned mobile devices that are processed in refurbishing warehouses

FutureDial Incorporated announced the launch of a groundbreaking solution for companies that refurbish iPhones and Android devices. FutureDial’s SMART Receive™ solution consolidates receiving tasks for mobile phones entering refurbishing warehouses for inventory recording and device processing. The solution removes bottlenecks in the receipt and routing processes and dramatically improves workflow efficiencies. SMART Receive™ is another industry first from FutureDial, complementing their other automation solutions in testing (SMART Test™) and cosmetic inspection (SMART Grade™) and adding value on top of FutureDial’s core software portfolio: Lean One Touch™, LeanAlytics™, and SMART Mobile Inspector™.

SMART Receive™ integrates the various receiving tasks into a single station for logging essential information from incoming phones and quickly performs vital processing at the start of the line operation, such as battery charging and data-clearing. The system removes a lot of guesswork, empowering the human workforce at the warehouse to efficiently prepare and route numerous devices each day for the intended tasks further down the operation line.

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SMART Receive™ greatly improves workflow routing of preowned mobile devices processed in refurbishing warehouses

Game-Changer for Mobile Supply Chain Operations
Being the first system to comprehensively consolidate and streamline the receiving tasks in mobile device warehouse operations, SMART Receive™ is recognized as a breakthrough solution for efficiently handling high volumes of incoming mobile phones. Steve Manning, FutureDial’s Chief Strategy Officer, underscored how SMART Receive™ is a game-changer for the industry: “Most device refurbishing warehouses have multiple receiving stations to handle the huge number of devices coming in the loading docks each day. With our new solution, a single receiving station can handle all the preparation work needed for each phone that comes in, with no pre-sorting required. This enables warehouses to log, prepare, and process far more devices more efficiently and profitably than ever before.”

Consolidates Receiving Tasks for More Efficient Workflows
SMART Receive™ employs dynamic workflow guidance to boost productivity while handling many different device models and business rules, saving time and reducing costly errors or inefficiencies in the receiving tasks. “SMART Receive brings together all the separate receiving tasks into a single, more efficient station, and takes away the guesswork, guiding the receiving staff in performing their tasks,” noted Angel Anderson, FutureDial’s Product Solution Manager for SMART Receive. “The system helps consolidate the order-of-operation workflow in receiving, and directs staff in which tasks to prioritize and when to perform them. Formerly repetitive tasks are aggregated in more efficient sequences for staff to perform, which saves time, effort, and money.”

Automation Replaces Manual Receiving Tasks
Refurbishment managers can pre-configure device processing and routing so that system-directed activities will not require additional training; this makes the solution easier for even new staff to operate. With many formerly manual tasks now consolidated with SMART Receive™ automation software, staff are able to move more devices intelligently down the line for processing.

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Magic Software’s Magic Pathsala Announces Partnership with Kapil Dev’s Khushii

Magic Pathshala, the CSR arm of Magic Software, has collaborated with Khushii, an independent, not-for-profit, child care NGO, founded by former Indian cricketer, Mr. Kapil Dev. As part of the collaboration, Magic Software will donate towards the education and upliftment of underserved children. To commemorate the partnership, Mr. Kapil Dev made a guest appearance at the Magic’s office in Noida on Jan 25, 2023.

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Kinship for Humanitarian Social and Holistic Intervention in India, Khushii, was founded in 2003  to empower children with the resources they need to become independent, self-reliant, and lead successful careers. To this cause, Magic Software, with its CSR arm, Magic Pathshala will be key to sharing its resources, thereby strengthening its commitment to Digital Learning for Everyone.

Mr. Kapil Dev interacted with the Magic team at their office at Smartworks, Sector 125, Noida on Wednesday. The key theme at this interaction was the importance of paying it forward. Others present at the event included Mr. Arjun Malhotra, Chairman of Magic Software and Mr. Acky Kamdar, CEO of Magic Software.

“Magic Pathshala is happy to commit our support to Mr. Kapil Dev’s initiative, Khushii. This is indeed a very proud moment for our Magicians! With this partnership, we will be able to scale up our ability to reach a wider community and empower children everywhere,” said Acky.

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AnswerNet Expands Traditional Answering Service to Include Text Support

AnswerNet - Best Call Center Services Provider

AnswerNet launched AnswerMyTexts, the first true business text answering service solution. AnswerMyTexts lets business owners handle texts on their business phone number, or have those texts handled by AnswerNet agents. The goal of AnswerMyTexts is to allow businesses to use their answering service for non-voice channels for the first time, and to encourage all businesses to text-enable their business phone lines.

AnswerMyTexts, allows the business owner to manage their own texts and leverage support in three ways:

  1. Scheduled Answering allows clients to have an easy-scheduling function to set times when agents will answer texts on the business phone number.
  2. On-Demand Answering makes agents available anytime – without notice – to handle business texts (such as when the business person has to step away for a meeting or lunch).
  3. Overflow Answering enables available agents to respond to any text that goes unanswered for a certain amount of time.

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As part of this new service, AnswerMyTexts has created an easy-to-use system to text-enable any landline number in minutes. If a business does not have an existing number, AnswerNet will provide a new one.

“The use of texting-to-business numbers has been slowed because there has been no solution that allows the business to handle its own texts, or to have a third party handle them when the business is unavailable”, said Gary Pudles, CEO of AnswerNet. “With the AnswerMyTexts service, AnswerNet is leading the revolution in helping businesses move seamlessly into text communications.”

Today, statistics show that 9 out of 10 consumers prefer communication with companies via text, which leads to a better customer experience and a higher perceived customer satisfaction.

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Crave InfoTech launches SAP BTP-powered cMaintenance for Intelligent Asset Management

Crave Infotech | Leader in engineering and SAP BTP solutions

Crave InfoTech has launched an all-new SAP Business Technology Platform (BTP) powered product for Intelligent Asset Management – cMaintenance. It’s a versatile product designed to enable automation, mobility, compliance, and scalability. It also has real-time job assignments, tracking, and approvals – irrespective of being online or offline. It’s available cross-platform and helps keep the core clean.

cMaintenance helps maximize the asset lifecycle value with timely scheduled asset inspections, on-floor (RFID or barcode) scanning of assets, parts & instruments, and end-to-end industry-specific Workflows. It further streamlines maintenance processes with intuitive UI/UX for fast adoption and audit-ready data capture (at the source with zero errors).

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Crave InfoTech has been a key and long-standing SAP partner for decades. At the center, the company has industry-veteran engineers leveraging SAP and tech to find ideal solutions for asset maintenance and management issues. This focus is at the forefront in their product cMaintenance, which enables automation, compliance, and control to guide enterprises from reactive maintenance systems to predictive maintenance.

Shrikant Nistane, CEO, Crave InfoTech, said, “We have all these insights and knowledge about how the business and industries function. We bring this into our product and turn them into smart intuitive Workflows. No matter to which industry you belong, cMaintenance is ready to deploy for all assets and processes.”

“cMaintenance is a great product for regulatory compliance”, Manish Meshram, Vice President, Crave InfoTech added, “If you’re looking at the Code of Federal Regulations (CFR) or the similar regulatory bodies in your country of operation, it’s critical to ensure protocol, process, and tech compliance to avoid citations or warnings (especially in the life science or pharmaceutical industry). cMaintenance ensures end-to-end and 100% compliance for all processes, with audit-ready details from the moment of deployment into perpetuity.”

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DealerPeak Welcomes DealerBuilt as a DMS Integration Partner

DealerPeak | Auto Dealer CRM Solutions

DealerPeak, the only CRM dedicated to making the industry regain their love of selling cars, today welcomed DealerBuilt, a leading enterprise DMS provider, as its latest direct DMS integration partner leveraging the DealerPeak open API.

This two-way integration with DealerBuilt DMS, means DealerPeak customers and prospects using DealerBuilt will have immediate and seamless integration options without the need for customization.

“We’re really excited to have DealerBuilt as our newest DMS partner,” said Zach Ferres, Executive Chairman of DealerPeak. “Forward-thinking partners like DealerBuilt understand the powerful change we can make industry-wide if we open up our technology silos and all work together. The combination of DealerBuilt and DealerPeak working seamlessly in dealerships will give these stores a strong foundation to differentiate themselves both from a DMS and CRM standpoint.”

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The integration will allow dealerships to communicate between the two platforms – driving more sales, improving customer experience, and finding opportunities to acquire more private inventory.

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“DealerBuilt is a modern, customizable DMS platform, and we are excited to bring our API integration with the DealerPeak CRM platform to market. As dealer advocates, our goal is to provide our dealers with choices when selecting their vendor partners,” said Kendall Billman, DealerBuilt’s Chief Strategy Officer. “These choices allow our dealers to choose the tools they need ensuring they continually exceed the expectations of today’s tech-enabled customers and create strong relationships with their customers throughout the car-buying process.”

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Adaptiva Named as Finalist in 2023 Stevie Awards for Sales & Customer Service

adaptiva-logo

Marks the fifth consecutive year Adaptiva has been named a finalist in this award program.

Adaptiva was named a Finalist today in the Customer Service Department of the Year – Computer Software – Up to 100 Employees, and Front-Line Customer Service Team of the Year – Technology Industries categories in the 17th annual Stevie® Awards for Sales & Customer Service and will ultimately be a Gold, Silver, or Bronze Stevie Award winner in each of the categories.

Adaptiva’s customer success team has maintained a stunning 100% customer satisfaction for more than 52 months straight and has steadily improved already impressive response rates to an average of just 22 minutes. The team is made up of highly skilled and experienced professionals, many of which are former customers, who are dedicated to ensuring that every customer receives the highest level of service and support.

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“On behalf of Adaptiva and my co-leader in EMEA, Andy McDonald, we are honored to receive this award and to be recognized for the hard work and dedication of our customer success teams across North America and EMEA,” said Tom Gibson, Sr. Director of Customer Success, US for Adaptiva. “Our customers are the heart of our business, and we will continue to strive for excellence in everything we do to ensure that they are completely satisfied with our products and services.”

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More than 2,300 nominations from organizations of all sizes and in virtually every industry, in 49 nations and territories, were evaluated in this year’s competition. The Gold, Silver, and Bronze Stevie placements from among the Finalists will be revealed during a gala banquet on Friday, March 3, at Caesars Palace in Las Vegas, Nevada.

“2023 Finalists have every reason to be proud of their achievements and the recognition they’ve received from the Stevie judges,” said Stevie Awards president Maggie Miller. “We invite every Finalist organization to bring their teams together at the March 3 awards banquet in Las Vegas to celebrate their recognition together.”

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.