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Why People Must be a Critical Aspect of Digital Transformation, 2019 Report – Focus on How to Improve Customer Experience in your Business Strategy – ResearchAndMarkets.com

The “Why People Must be a Critical Aspect of Digital Transformation” report has been added to ResearchAndMarkets.com’s offering.

This study covers why it’s important to incorporate not only how to improve customer experience into your business strategy, but also to integrate new possibilities for employee engagement. This will have a positive impact on your organization’s wealth and health.

People, processes, and technologies have long been the key elements of a CRM strategy. A recent study found that 99% of businesses are now in some stage of digital transformation. The people piece is a great place to start. Customers and employees play probably the most important role in a company’s success. Our research proves that emerging technologies can help you gain a competitive edge.

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Technologies such as Machine learning (ML), natural language processing (NLP), artificial intelligence (AI), mobility, and cloud computing are just a few examples of digital transformation that are impacting the customer contact world. Chatbots and cobots are robots that free up people to do more creative or higher level of work.

  • AI Systems can take care of a number of tasks including detecting fraud in finance; reading catscans in healthcare, driving school enrollment and improving safety and leisure in cars.
  • Beyond just automating repetitive and monotonous tasks, new digital customer interaction channels, such as virtual assistants and bots, Web self-service and social networks, are being used to infuse new capabilities across the customer contact landscape including analytics to improve performance and bring insights to agent performance and customer interactions.
  • This trend of new technology adoption feeds directly into the changes happening with workforce management in the contact center.
  • These technologies have the power to improve both – the customer experience (CX) and the employee experience (EX).

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Mediafly Boasts Record Year With Remarkable Customer Growth, Appoints Three New Advisory Board Members

Sales Enablement Technology Provider Doubles Employee Count, Revenue and Partnerships

Mediafly, a provider of sales enablement technology, content management and advisory services that create interactive, value-based selling experiences, announces significant company growth in 2019, additions to its newly formed Advisory Board and plans for additional expansion in 2020.

In 2019, Mediafly made its second acquisition in company history by acquiring UK-based sales enablement pioneer, iPresent. With iPresent’s capabilities, Mediafly increased its addressable market to meet the needs of companies of any size while also expanding its global footprint. In addition to the acquisition, Mediafly announced several product updates, including a brand new platform interface and Mediafly Workspaces, Story Mapper and Tool Builder, allowing users to customize in-app experiences on their own, without incremental coding resources, including custom ROI calculators. Earlier this month, Mediafly introduced Mediafly Insights, its next generation content usage reporting and analytics capabilities. Mediafly also announced its partnership with Mindtickle and Lessonly to introduce Mediafly Readiness, providing users with one central location for real-time contextual online sales training and coaching.

Read More: Retention More Critical Than Recruitment, Say Healthcare HR Executives In Workforce Institute Survey

This year, Mediafly doubled its employee count, revenue and partnerships, and tripled its customer base, surpassing 125,000 active users on the platform. The continued growth led to the company’s sixth consecutive appearance on the Inc. 5000 List of America’s Fastest-Growing Private Companies.

“In 2019 we worked on piecing together the building blocks for Mediafly’s significant growth. For us, this means evaluating and assessing where our strengths and weaknesses lie to improve our teams across the organization while ensuring we’re not only meeting but exceeding the demands of our customers,” said Carson Conant, CEO and founder, Mediafly. “This year we’ve seen our revenue double quarter over quarter, and our teams are performing at an all-time high. I’ve never been more excited about the future of Mediafly than I am right now. 2020 is the year we bring sales enablement to the masses.”

Mediafly also appointed three new additions to its Advisory Board, including Jason Lovelace, Chief Sales Officer at SPINS, Latane Conant, Chief Marketing Officer at 6sense, and Sanjay Kini, Chief Customer Officer at 6sense. Each member will provide valuable guidance and insights in growing Mediafly’s sales, marketing, customer success and teams.

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Jason Lovelace, Chief Sales Officer, SPINS, will provide his veteran sales experience to Mediafly by working directly with the company’s sales teams. Previously, Lovelace served in a variety of executive roles during his 18-year tenure at CareerBuilder, including President of Enterprise Sales, President of CareerBuilder Healthcare and VP of Corporate Marketing. As CMO of 6sense, Latane Conant empowers marketing leaders at companies like Aprimo and Impartner with effective ABM technology, predictive insights and thought leadership to help ensure marketing programs result in deals, not just leads. Prior to 6sense, she was CMO at Appirio. Kini brings 20+ years of experience previously working for Responsys/Oracle, Intellibank and more, building customer rosters and leading solutions consulting teams. Now as the CCO of 6sense, Kini leads the customer success team in ensuring customers achieve their business objectives.

“Mediafly is taking the necessary steps to accelerate its business while ensuring each customer has the level of support they need, regardless of where they are on their sales enablement journey,” said Jason Lovelace, Chief Sales Officer, SPINS. “While other companies in the space seem to be convinced sales enablement is a complex and high risk commitment best suited for enterprise, Mediafly uniquely understands the opportunity to make enterprise-grade sales enablement easy and accessible to every company — regardless of revenue or employee count. Under the strategic direction of Mediafly’s executive leadership team, the limits to what this team can achieve simply do not exist.”

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Talkdesk Innovation Culture Results in More Than 200 Patents Filed in 100 Days

CCaas Leader Making Customer Experience a Competitive Advantage with Advancements in Artificial Intelligence for the Contact Center

  • All 200 patents relate to Talkdesk Enterprise Cloud Contact Center with more than half specifically for enabling and accelerating Artificial Intelligence (AI) capabilities
  • Talkdesk TDX Labs provide opportunity to explore emerging technologies, drive future capabilities and fast-track technology initiatives
  • Patent milestone is testament to Talkdesk’s legacy as a cloud-native contact center company and deep product expertise of its research and development team

Talkdesk, Inc., the cloud contact center for innovative enterprises, announced completion of more than 200 US patent applications in 100 days. All 200 filed patents cover its enterprise contact center with more than half specifically protecting Artificial Intelligence (AI) capabilities within the contact center.

“Innovation is part of the DNA at Talkdesk where we continually push the limits of the Talkdesk core technology and platform,” said Charanya Kannan, chief product officer, Talkdesk. “This patent milestone is testament to our spirit of innovation, making Talkdesk a frontrunner in the Contact Center as a Service (CCaaS) industry with a focus on extending our lead.”

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Talkdesk TDX Labs help to fuel innovation at Talkdesk, with a corresponding acceleration of patent filings. TDX Labs explore emerging technologies to drive future capabilities and fast-track key technology initiatives. Talkdesk data scientists, customer experience researchers and technologists look to AI as the future of customer service and a key disruptor for the entire contact center industry with the potential to enable better customer/agent engagement, automation, contact center operations and decisions.

“Innovation is one of the strategic pillars of Talkdesk; it is what allows us to grow and lead in our industry,” said Jafar Adibi, head of data science and AI, Talkdesk. “AI must be the core of a contact center operation, so it is truly an honor to see Talkdesk’s innovation recognized with these patent filings.”

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This year, Talkdesk introduced several new capabilities including Talkdesk Workforce Management, Agent Assist™, Hybrid Spaces™ and Boost™, designed to improve agent experience and ease the transition to the cloud. The application of AI across all Talkdesk solutions is powered by Talkdesk iQ to reveal insights and provide recommendations to empower customer service providers with valuable business intelligence. Infused throughout the Talkdesk solution, Talkdesk iQ mines billions of interactions to reveal customer insights and trends and drive predictive recommendations to optimize agent and contact center efficiency. As a recognized leader in the Contact Center as a Service (CCaaS) space, Talkdesk Inc is setting the standard for cloud innovation with 200 new patents pending and cutting edge developments designed to make customer experience a competitive advantage.

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Airship Appoints Michael Lavoie as Senior Vice President of Customer Success

Seasoned Global Martech Services Leader and Multichannel Marketing Expert Lavoie Joins Airship’s Executive Team

Customer engagement company Airship announced Michael Lavoie has joined its executive leadership team as its senior vice president of customer success. In this role, Lavoie will lead Airship’s global customer success team with responsibility for all post-sale customer relationships and the delivery of all services provided to Airship’s customers. He will report directly to CEO and president Brett Caine.

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Lavoie brings more than 20 years of experience leading global customer services organizations for marketing technology companies, delivering creative, client-focused solutions that drive revenue growth and improve customer satisfaction. Most recently Lavoie was chief customer officer at Marketing Evolution, a leading provider of online-to-offline marketing attribution software. Prior to that, Michael was SVP of customer success at data visualization and marketing operations software company TapClicks. At Ebay Enterprise Marketing Solutions, Lavoie was responsible for integrating three distinct companies — email, marketing data management and mobile — into a single operating unit, while streamlining its customer success organization to improve the quality and timeliness of client support. Lavoie held multiple executive leadership roles in his 14 years at Epsilon, including EVP of Global Digital Operations where he oversaw digital services delivery across all geographies, and participated in the acquisition and integration of several companies.

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“Michael’s incredible depth of experience in building and leading world-class customer success organizations are of tremendous value to Airship and our customers,” said Brett Caine, CEO and president, Airship. “As the newest member of our executive leadership team, Michael’s track record in multichannel marketing services, operational excellence and developing talent will be of tremendous benefit to our company and the global brands we serve.”

“Across the globe, customer experience is as crucial as a company’s product or services and mobile engagement is leading the way to truly achieving digital transformation,” said Michael Lavoie, SVP of customer success, Airship. “I look forward to scaling our incredibly talented customer success teams and services offerings to ensure all clients around the globe have the expertise, support and technical resources to exceed their goals and reap greater business value.“

Read More: Innovations In Customer Experience, Infrastructure To Drive ECommerce Growth In 2020

 

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Vendasta Introduces Sentiment Analysis to Review Management Product

Artificial Intelligence Tool Demystifies Customer Review Trends Online

Vendasta partners now have the ability to better understand customer experiences through Reputation Management’s new sentiment analysis functionality.

The natural language processing technique uses AI to identify and extract critical words and phrases from customer reviews. The result is a collective understanding of whether a business is succeeding or failing. Businesses can use the information to uncover trends, understand how customers in certain geographic areas feel about specific business locations, and determine how adjustments affect a brand over time.

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“This is wildly important for a small or medium business because average star ratings often paint reviews with too broad a brush,” said EVP of Marketplace Ed O’Keefe at Vendasta. “This is especially the case for multi-location or franchise businesses that can receive hundreds of reviews every day, making a manual analysis of those reviews nearly impossible to do at scale.”

Sentiment analysis in Reputation Management can pull relevant keyword text like ‘staff’ and descriptive words such as ‘helpful’, ‘rude’, or ‘slow’.

In Multi-Location Business Center, brand managers will be able to filter down to a particular location in order to pinpoint outliers in the brand.

“It is a critical opportunity for them to better understand the sentiment of market segments at a local level,” said O’Keefe.

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MEGA Issues Annual Transparency Report

MEGA The Privacy Company issued its fifth annual Transparency Report.

Stephen Hall, Executive Chairman of MEGA, said “MEGA has zero tolerance for illegal activity so it acts promptly for breaches of its Terms of Service. The Transparency Report demonstrates that MEGA achieves the highest levels of compliance with regulatory requirements.”

As all files uploaded to MEGA are fully encrypted, their contents can’t be read or accessed in any manner by MEGA. Files can only be decrypted by the original uploader through a logged-in account, or by other parties who have been provided with file/folder keys generated by the account user.

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MEGA’s end-to-end encrypted cloud storage and chat service has stored more than 66 billion files for over 160 million users in 250 countries / territories.

It is accessible in multiple languages from desktop (Windows, macOS and Linux) and Android / iOS mobile apps.

User files are stored in secure facilities in Europe or in countries (such as New Zealand) that the European Commission has determined to have an adequate level of protection under Article 45 of the GDPR, depending where the user based. No user files are stored in, or made available from, the United States of America.

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MEGA The Privacy Company was architected around the simple fact that cryptography, for it to be accepted and used, must not interfere with usability. MEGA is accessible without prior software installs and remains the only cloud storage provider with browser-based high-performance end-to-end encryption. Today, millions of business and personal users rely on MEGA to securely and reliably store and serve petabytes of data. We believe that this success is the result of MEGA’s low barrier to entry to a more secure cloud.

Read More: Twilio SendGrid CEO Sameer Dholakia Joins PagerDuty’s Board

 

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Kubient Announces Partnership with HYVE, Adding Over 1.5 Million Screens & Devices to the Audience Cloud Marketplace

Deal Expands orRTB DOOH Offering to Hundreds of Thousands of Screens Across the Country

Kubient, a full-stack digital audience marketing platform, announced the addition of HYVE digital-out-of-home (DOOH) screens to Kubient’s Audience Cloud open marketplace. HYVE, a TruClear Company, is focused on delivering and managing digital ad-supported products within the hospitality industry.

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The partnership with HYVE will enhance Kubient’s proprietary, end-to-end openRTB programmatic marketplace, allowing clients access to Wi-Fi landing pages and DOOH screens in hundreds of thousands of hotel rooms as part of the 2020 North America rollout. Additionally, the integration allows Kubient and partners to deliver advertising campaigns to external devices such as smartphones, laptops, and tablets in addition to in-room screens, creating the opportunity for omnichannel marketing and retargeting. Kubient empowers HYVE and partners with verified first-party audience data and insights, creating new and powerful opportunities to identify and understand audiences.

“Integrating HYVE into the Audience Cloud marketplace allows us to expand our footprint substantially and provide more options for our demand-side partners who want to be able to connect with high value audiences through our digital-out-of-home network,” said Chris Andrews, Chief Digital Officer of Kubient. “Kubient has created the first infrastructure with a modular open marketplace for both buyers and sellers, and the addition of HYVE’s screens makes our patent-pending offering even more powerful.”

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In addition to HYVE, Kubient currently offers inventory from multiple DOOH operators. With this latest addition, Kubient has a total inventory of over 500,000 screens rolling out in 2020 across the US & Canada. Kubient’s patent-pending RTB DOOH technology transforms the DOOH ad-trafficking process into a real-time programmatic advertising transaction, allowing demand side platforms (DSPs) and other programmatic platforms to bid on DOOH inventory in real-time. Kubient offers advertisers both a managed service and self-service solution.

“HYVE owns one of the largest ad networks in the hospitality industry, and our mission is to streamline the advertising experience for our partners,” said Mike Wasik, President of HYVE. “The Audience Cloud’s full stack infrastructure makes our vast network available for real-time bidding and ensures that not only are we making it easier for our advertising partners to reach their desired audience, we’re ensuring that they’re getting as much bang for their buck as possible.”

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

Vonage Wins ContactCenterWorld Top Ranking Performer Award in 2019 World Final

Vonage , a global business cloud communications leader, announced that ContactCenterWorld, the world’s largest contact centre and customer engagement association, has named Dave D’Arcy, Senior Director International Care and Tech Support for Vonage, as Best Leader in the world final of its Top Ranking Performers Awards.

“I’m extremely pleased to have won this prestigious award in the ContactCenterWorld final,” said Dave D’Arcy, Senior Director International Care and Tech Support at Vonage. “Vonage is redefining business communications, helping enterprises use fully-integrated unified communications, contact centre and communications APIs to transform the way they engage with their customers and employees. This recognition reinforces our pledge to help our customers create superior customer experiences to grow their businesses.”

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Now in its 14th year, the ContactCenterWorld Top Ranking Performers Awards is a global awards programme devoted to the contact centre and customer experience industry. More than 1,500 entries from organisations and individuals in 50 nations were submitted this year. Regional winners were announced this Summer and competed in the world finals this month.

Raj Wadhwani, President of ContactCenterWorld, commented, “Recognising the achievements of these awards winners is important to showcase the dynamic nature of this growing industry and to highlight the importance of sharing knowledge and inspiration. These companies just get better and better because they learn in the process of entering and competing! – I am blown away this year with their ideas – so many big brands are falling behind because they are complacent and think they are good – you have to come here to compete and benchmark to really know how far, and these entrants are amazing!”

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Vonage Business Cloud is the company’s flagship unified communications offering, built on a microservices architected platform designed to address the unique needs of mid-market and enterprise customers. This platform — “One Vonage” — provides businesses with a fully-integrated cloud communications solution through the powerful combination of unified communications via VBC, contact centre, and programmable communications solutions via the Vonage API Platform to enhance internal collaboration and external engagement with customers, creating a better experience for all. With these capabilities, Vonage Business Cloud enables businesses and their employees to be more productive and connected than ever before, providing tools for rich messaging, increased mobility, network optimisation, CRM integration, programmability via APIs and video collaboration.

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

Videos for Sales Outreach? Yes, please!

We’ve already seen how crucial it is to identify the perfect salestech stack. Besides identifying the salestech stack that works best for you, what’s also important is optimizing the use of every tool you choose and aligning it to your core organizational goals.

While identifying your salestech stack, the main factors that influence the choice of tech you use should be  based on what your prospect needs, or more importantly, what your prospect’s preferred choice of communication and preferred content consumption habits are.

Read Also: SalesTech Star Primer: What Is Lead Generation?

Sales People are Spoilt for Choice

Email, phone, chat are just some of the (many!) options available to Sales teams, to help bridge the communication divide with prospective buyers. So is there really any need for salespeople to include a video outreach to this list?

According to research reports, video accounts for more than 75% of all of the world’s internet traffic. Cisco’s Visual Networking Index forecasts that by 2022, video will account for 82% of all internet traffic.

These statistics go to show how a growing number of online readers prefer to consume content in video formats. And the reason for this shift is clear – videos are easy to consume, quicker to absorb and convenient to watch while on-the-go!

Videos for Sales – A Must?

The rise of video conferencing solutions and apps makes it easy to record and send crisp videos. Sales reps can use a range of tools to record videos that in turn help offer a more personalized approach to customers.

This is probably why videos are becoming widely popular in sales. It has proven to help grow sales pipelines and close more deals.

Read More: Looking for the Perfect SalesTech Stack?

Did you know? A Diode Digital study found that online video is a 600% more effective marketing took than other media formats like print and direct mail combined.

6 Reasons that might inspire you to add Videos to your Sales Outreach

  1. Explainer videos lead to better Sales!

Studies have shown that 74% of the users who watched product explainer videos also bought the product. Given that the most information that gets transmitted to the brain is visual and not words, videos can boost engagement and interest in your product.

  1. Easy to Create

With the wide range of online video editing tools available, and with their features constantly improving, tomorrow’s sales person will be able to shoot personalized videos using their smartphone in minutes…eventually leading to faster deal closures and better sales conversations.

The great thing is that online readers, users and content consumers the world over don’t need videos to look perfect. It’s the message in the video that matters more to them.

In fact, research suggests that users get put off by videos that don’t explain a product well enough, the quality of the video rarely matters.

So there you have it – natural videos with the right message can reduce your prospecting time and lead to better sales deals!

  1. Creates a Sense of Trust for Sales

Nobody likes being sold to! This is what makes everyone fear a typical sales person! Another good thing about video content is that even if its promotional, it will foster a fair bit of trust if its in a video.

A recent study showed that 57% of consumers feel that videos give them more confidence to purchase online.

  1. Better for Search Results and Other Metrics!

Videos can impact your page analytics and campaign analytics by boosting the time spent by visitors on your site. A Moovly blog on ”4 Great Reasons you should use Video Marketing” shares statistics on this. You’re 53 times more likely to show up first on Google if there is a video embedded on a website. This collateral benefit helps sales people indirectly, a stronger online brand presence makes it that much easier to engage with future customers.

Added tip:
  • Optimize your videos on Youtube for SEO
  • Write key word heavy titles and descriptions
  • Add a link back to your website, products, and services
  • Consider Video ads too, they are highly effective!

Read More: From Cost Center To Revenue Center: How Ad Tech Drives Sales

  1. Great for Mobile users

90% of consumers watch videos on their mobile. Mobile video views have grown over 233 percent since 2013 while YouTube has reported that mobile video consumption rises 100% year on year.

People like to watch videos on-the-go, and given that the number of smartphone users is growing, this combination seems like a great reason in itself to start shooting your next Sales video!

  1. Explains a lot more for a lot less

If you’re selling a tech product or service, creating a video to show how it works will help you tell your potential buyers much more about the product within a shorter period of time. In a recent study, 83% of businesses who have an explainer video on their home page said having an explainer video turned out to be an effective move.

A Quick Last Word

Videos can provide Sales teams with the right ammunition they need to engage with their potential customers. Before you start shooting one though, here are a few Quick Takeaways to keep in mind:
  • The word ‘video’ when used in an email subject line, increases click-through rates by 13%
  • Mobiles account for nearly 50% of all video traffic
  • Videos that are about 2 minutes in duration get the most engagement.

2016 witnessed a surge in the popularity of video content, 2017 saw it rise to the top of the typical tech marketer’s strategy. 2018 and 2019 saw a growth in demand for video content in the B2B marketing and sales domains.

What will 2020 hold for videos in Sales?

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

Cyara and VoiceFoundry Partner to Accelerate and Optimize Contact Center Migrations to Amazon Connect

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Combination of Voicefoundry’s Deep Customer Journey Design Expertise with Cyara’s Testing and Assurance Capabilities Ensures Smooth Migration and Optimum CX Design

Cyara, the leading automated customer-experience (CX) assurance platform provider, and VoiceFoundry, an AWS Advanced Consulting Partner, announced a partnership to deliver a comprehensive set of professional services and automation technologies that streamline and improve the process of migrating on-premise contact centers to the cloud-based Amazon Connect platform.

The combination of VoiceFoundry and Cyara ensures high quality CX and accelerates migration by delivering well-designed, new customer experiences that take advantage of all the features Amazon Connect has to offer, while automating key elements of the development process to accelerate time to market.

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The resulting set of services offered by these two leaders with deep Amazon Connect experience covers everything any enterprise needs to ensure a high ROI on the move to Amazon Connect: customer journey design, systems integration, automated testing, including voice quality, and assurance of ongoing excellent customer engagement experiences.

“Migrating an on-premises contact center to the cloud—especially Amazon Connect—is a great strategy for businesses of all sizes,” said Jeff Flores, VP of channels and alliances at Cyara. “VoiceFoundry understands that the migration provides a great opportunity to optimize the design of the customer experience and maximize customer satisfaction. We’re delighted to partner with VoiceFoundry to accelerate these migrations and ensure the highest possible quality CX for any organization that’s making the move.”

“VoiceFoundry is excited to partner with Cyara in order to drive a friction-less migration path to Amazon Connect. We are both passionate about creating intelligent and innovative customer experiences, leveraging Amazon Connect and related contact center solutions. Partnering allows us to provide a complete migration solution based upon our collective best practices and customer first focus,” said Lynn Teague, VP of sales at VoiceFoundry. “We continue to develop and grow our business with a strong ecosystem of partners to deliver the best Amazon Connect experience”.

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VoiceFoundry is a provider of enterprise cloud-based contact center solutions with a distinct focus on customer engagement, specializing in Amazon Connect. VoiceFoundry is one of the most experienced providers of dynamic customer interactions for businesses, with over 100 years of collective contact center experience. VoiceFoundry is passionate about the customer experience and driven to ensure successful deployments of Amazon Connect for every customer. The expertise of the VoiceFoundry service delivery team is focused on AI, natural language automation, chatbots, CTI/CRM connectivity, enterprise integration, user experience design, analytics, and workforce management/optimization.

Cyara complements the professional services offered by VoiceFoundry with a proven suite of automation tools that discovers and documents the existing interactive voice response (IVR), generates an equivalent Amazon Connect flow, tests functional integrity as well as agent voice quality, performs a pressure test of all systems, and monitors results on an ongoing basis to ensure high CX.

Read More: Top SalesTech News Of The Week – 16th December 2019

 

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