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AMC Technology Launches DaVinci App on Genesys AppFoundry

Genesys Appfoundry Partner Offers Seamless Integration Between Its Davinci Platform and Genesys Purecloud

AMC Technology, a leading Computer Telephony Integration (CTI) provider, has announced the DaVinci App is now available on Genesys AppFoundry, the industry’s largest singularly-focused customer experience marketplace. The AppFoundry allows Genesys customers from all market segments to discover and rapidly deploy a broad range of solutions that make it easier to interact with consumers, engage employees and optimize their workforce.

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The DaVinci App is now available with Genesys PureCloud. With Genesys Cloud as its foundation, PureCloud is built for people and built for change. It is designed for ease of use, radical simplification and speed. It was the first customer experience application to use an API-first, microservices architecture — giving customers the option to extend the application or build a custom solution with Genesys integrations and APIs. The DaVinci App provides pre-packaged integrations for Genesys PureCloud embeddable framework and PureCloud channels with best-of-breed customer relationship management (CRM) systems. “As customer needs expand into cloud-based Communications Platform as a Service (CPaaS), we’re excited to respond with DaVinci, a product that can speak to pure cloud communication and CRM,” said Anthony Uliano, Founder and CTO of AMC Technology.

The DaVinci App allows contact center agents to effectively place, receive and transfer interactions with full, real-time access to customer data in a company’s CRM system. Customers can also leverage advanced telephony features within the DaVinci Agent toolbar embedded in Genesys framework, such as screen pop, activity creation, call notes and advanced reporting.
Businesses can improve customer interactions and enable Genesys PureCloud supported channels directly from their CRM desktops by using the DaVinci App. Omni-channel and advanced CTI features are delivered to a single UI for a seamless agent experience.

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In addition to pre-built integration apps, DaVinci’s open frameworks and public APIs enable contact centers to integrate Genesys PureCloud with custom CRM applications.
The nature of the cloud offering brings a new set of benefits to customers including ease of install, use and sign-up, and affordable payment options for all business sizes with pay-as-you go subscription models. The new solution adds to the breadth of integrations the DaVinci Platform already provides for cloud, premise or hybrid environments.

AMC Technology has led the Computer Telephony Integration (CTI) world by bringing people together through great interactions since 1995. We improve interactions between agents, customers, businesses and communities through our flagship product, DaVinci, the industry’s first and only contact center platform that offers unlimited omni-channel integrations for cloud, premise or hybrid environments.

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AffinityX Recognized As A Premier Google Partner

Company Also Earned ‘Specialization’ Status in Google Search Advertising.

AffinityX, the white label creative and marketing services partner behind the biggest names in local marketing, has been named a Premier Google Partner. AffinityX has been recognized as a leading company for developing and maintaining successful online advertising campaigns for its clients’ customers.

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Google Partners have learned advanced concepts for creating, managing, measuring, and optimizing Google advertising products. Significantly, Premier Google Partners have not only passed the criteria for earning Google Partner status but have also met higher spending, additional certification and company performance requirements. AffinityX has also earned a specialization in Google Search advertising.

David McTarnaghan, CEO, AffinityX said, “Everyone at AffinityX is proud that our efforts on behalf of our clients and their customers have earned us the Premier Google Partner badge. This is a testament to the hard work that our recruiting, training and leadership teams do to build a high-performing workforce, and of course, the work that my colleagues do day in and day out to create and manage thousands of advertising campaigns.”

AffinityX recently reported 25% revenue growth year-over-year (Q1 2018 vs. Q1 2019) and triple-digit growth for AudienceX, AffinityX’s turnkey digital revenue solution designed to ignite new revenue streams for local media companies.

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AffinityX is the white label creative and marketing services partner behind the biggest names in local marketing. We are the secret weapon of the world’s best media companies, agencies, brands, marketing services companies and more. Our purpose-built technology, media expertise and world-class infrastructure delivers more than 5 million fast-turn jobs per year, from logos to websites to programmatic advertising and beyond.

David McTarnaghan, CEO, AffinityX said, “Everyone at AffinityX is proud that our efforts on behalf of our clients and their customers have earned us the Premier Google Partner badge.

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Introducing Kibana Lens: an Easy, Intuitive Way to Explore Data

Elastic Introduces a Simple and Flexible Way to Build Data Visualizations in Kibana

Elastic N.V. , the company behind Elasticsearch and the Elastic Stack, is excited to announce the arrival of Kibana Lens, a significant step forward in making data visualization and exploration with the Elastic Stack even easier and more intuitive.

Millions of people already use Kibana to visualize and interact with data in real time. With the initial beta launch of Kibana Lens, Elastic is introducing an easy and intuitive way to rapidly gain insight into Elasticsearch data. Lens is focused on ease of use, visualization best practices, and flexibility. Users can build a visualization simply by dragging and dropping a data field into a window, and the smart suggestions built into Lens provide new ways of visualizing data — all while giving users the flexibility to change their mind and quickly switch between chart types and index patterns. With Lens, slicing and dicing through data in Kibana has never been simpler or more fun.

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Kibana was originally built by engineers for engineers, getting its start as a UI for Elasticsearch developers. Soon, developers began using Kibana instead of the command line as a convenient way to view and search Elasticsearch data. Not long after that, Elastic added visualizations and charts to Kibana, allowing users to aggregate and display data visually. Kibana quickly became popular with Elastic customers like Netflix, Uber, and Walmart for data visualization and exploration. Over the years, Elastic has been inspired by the community to come up with more and more capabilities around data visualizations, focusing on the fundamental challenge of visualizing large amounts of data at scale.

As people started adopting Elasticsearch and Kibana for more and more use cases, Kibana has been introduced to new types of users, including engineers, developers, analysts, executives, and data scientists, many of whom are using Kibana on a daily basis. This is Elastic’s next area of focus — making Kibana easier to use for a broader audience.

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Around two years ago, Elastic started looking into how to help more users explore their data. The company realized they needed to apply the years of knowledge they had gained working on data visualizations and talking to users to build something new and do it right. This project needed to allow the company to move faster, support more chart types, and combine data from multiple index patterns in a single visualization, all while providing an elevated user experience.

While building this completely new infrastructure, Elastic spent a year exploring many of the data visualization challenges that users face, as well as the solutions that are out there. Elastic interviewed dozens of companies that are using Kibana and other tools for a wide range of scenarios to identify the ways these companies are using their data and the challenges they are facing.

Kibana Lens is the next step on this journey: a completely new user experience that is simple and intuitive while still allowing users to perform powerful analyses on huge data volumes in real time.

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AWS Announces New Quantum Computing Service (Amazon Braket) along with AWS Center for Quantum Computing and AWS Quantum Solutions Lab

New Amazon Braket Service Lets Customers Explore, Evaluate, and Experiment with Quantum Computing Hardware to Gain In-House Experience as They Plan for the Future

AWS re:Invent, Amazon Web Services, Inc. (AWS), an Amazon.com company, announced three key initiatives as a part of the company’s plans to help advance quantum computing technologies:

  • Amazon Braket (in preview today) is a new, fully managed AWS service that enables scientists, researchers, and developers to begin experimenting with computers from quantum hardware providers (including D-Wave, IonQ, and Rigetti) in a single place.
  • AWS Center for Quantum Computing will bring together quantum computing experts from Amazon, the California Institute of Technology (Caltech), and other top academic research institutions to collaborate on the research and development of new quantum computing technologies.
  • Amazon Quantum Solutions Lab is a program that connects customers with quantum computing experts from Amazon and its technology and consulting partners to develop internal expertise aimed at identifying practical uses of quantum computing, and accelerating the development of quantum applications with meaningful impact.

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Quantum computing has the potential to solve computational problems that are beyond the reach of classical computers. It promises to transform areas such as energy storage, chemical engineering, material science, drug discovery, process optimization, and machine learning. However, the application of quantum computing to date has been limited mainly to proof of concept studies with limited practical use. To help accelerate the development of this potentially disruptive technology, AWS is establishing the AWS Center for Quantum Computing, where quantum experts from Amazon and academia will collaborate on the research and development of new quantum computing technologies and applications with the goal of solving real-world problems. While the Center’s work will be focused on solving longer-term technical challenges to quantum computing, some customers are ready to begin exploring quantum computing and gain experience now. But today, it’s hard for customers to engage with quantum computers, particularly if they want to evaluate different early stage technologies, each with their own development, simulation, and test environments. Without the opportunity to develop the necessary skills, it’s difficult for customers to identify when quantum computing will provide benefit, and learn how they can design algorithms and discover new applications. To help customers overcome these challenges, AWS is launching the Amazon Braket service and the Amazon Quantum Solutions Lab so that customers can begin learning and experimenting with quantum computing today.

“With quantum engineering starting to make more meaningful progress, customers are asking for ways to experiment with quantum computers and explore the technology’s potential,” said Charlie Bell, Senior Vice President, Utility Computing Services, AWS. “We believe that quantum computing will be a cloud-first technology and that the cloud will be the main way customers access the hardware. With our Amazon Braket service and Amazon Quantum Solutions Lab, we’re making it easier for customers to gain experience using quantum computers and to work with experts from AWS and our partners to figure out how they can benefit from the technology. And with our AWS Center for Quantum Computing and academic partnerships, we join the effort across the scientific and industrial communities to help accelerate the promise of quantum computing.”

Amazon Braket offers customers different quantum technologies from D-Wave, IonQ, and Rigetti in one place

Amazon Braket is a fully managed service that makes it possible for customers to get started on quantum computing by providing a single development environment to build quantum algorithms, test them on simulated quantum computers, and try them on a range of different quantum hardware architectures. Amazon Braket lets customers get started quickly, using familiar tools like Jupyter notebooks, and providing the same, consistent AWS experience they know today, without having to engage multiple vendors or risk being locked into a single technology. Amazon Braket can be used by organizations just beginning to explore the possibilities of quantum computing, as well as by those that are already familiar with the technology and are ready to use it as a research tool. With Amazon Braket, customers can assess the present and future capabilities of a variety of different quantum technologies that initially include quantum annealing from D-Wave, ion trap devices from IonQ, and superconducting chips from Rigetti, with more to be added in the coming months. Independent of their chosen quantum technologies, customers and partners can design quantum algorithms using the Amazon Braket developer toolkit. This gives customers the choice of executing either low-level quantum circuits or fully-managed hybrid algorithms, and makes it easy to select between a range of software simulators and their choice of quantum hardware. Amazon Braket is available in preview today.

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AWS Center for Quantum Computing seeks to advance the use of quantum technology

Building sufficiently large quantum computers that can be transformative is a major challenge requiring scientific and technological breakthroughs. Quantum computing is rapidly evolving, but the limited scale of the quantum hardware available today, fragmented development tools, and general shortage of quantum expertise, make it difficult to build near-term quantum applications. To overcome these challenges, it is necessary to assemble experts to focus on solving problems using today’s current hardware, as well as stimulate the innovation necessary to build larger, general purpose machines that will have a greater impact. The AWS Center for Quantum Computing is being established at Caltech, a pioneer in the fields of quantum computation and quantum information. The AWS Center for Quantum Computing will bring together researchers and engineers from Amazon with leading academic institutions in quantum computing, to develop more powerful quantum computing hardware and identify novel quantum applications with the goal of boosting innovation in science and industry.

Caltech is a world-renowned science and engineering institute that marshals some of the world’s brightest minds and most innovative tools to address fundamental scientific questions and pressing societal challenges. “We are delighted to join with our colleagues at AWS and our academic partners to address the fundamental challenges that must be overcome if quantum computing is to reach its full potential,” said David Tirrell, the Ross McCollum-William H. Corcoran Professor of Chemistry and Chemical Engineering, Provost, and holder of the Carl and Shirley Larson Provostial Chair at Caltech. “Caltech has made substantial investments in both experimental and theoretical quantum science and technology over the years, and the new Center will provide an extraordinary opportunity to maximize the impact of those investments.”

Amazon Quantum Solutions Lab will help customers get ready for quantum computing

The Amazon Quantum Solutions Lab connects customers with quantum computing experts from Amazon and its technology and consulting partners to help discover new applications and find ways to apply quantum computing inside their organizations. As the technology eventually reaches the point of commercial viability, AWS and its partners will collaborate on experiments with customers and guide them to incorporate quantum solutions into their business. Lab programs will combine hands-on educational workshops with brainstorming sessions to help customers “work backwards” from business challenges, and then go step-by-step through the process of using quantum computers effectively. In combination with customer access to Amazon Braket, and by integrating with familiar software tools for optimization, quantum simulation, computational material science, and quantum chemistry, the Amazon Quantum Solutions Lab will help customers to determine where existing high performance computing can currently meet their needs, begin to develop their own strategy for quantum computing, build internal expertise, and eventually deploy quantum applications. Amazon Partner Network (APN) partners participating in the Amazon Quantum Solutions Lab include: 1Qbit, Rahko, Rigetti, QCWare, QSimulate, Xanadu, and Zapata.

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Neustar and TRUSTID Introduce Inbound Authentication Solution for Call Centers

Inbound Authentication Pro Combines Industry-Leading Technologies into a Single, Flexible Solution

Neustar, Inc., a global information services company and leader in identity resolution, has introduced a new product offering, Inbound Authentication Pro, the industry’s first inbound authentication solution to verify the call and the caller through a single solution.

With more choice and tailored engagement than ever, consumers have grown to expect a consistently exceptional service experience, no matter the channel used to interact with a company. For call centers, this requires knowing who is at the other end of the line, to both provide enhanced service and protect customer accounts. The challenge for most organizations is the rapid pace of change in consumer data, coupled with an increase in fraudsters seeking access to private customer accounts.

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“Many companies struggle to identify consumers early on during the interaction because they don’t have the systems in place to make the most out of their data, but more often it’s because the information they do have is outdated,” said Robert McKay, senior vice president of customer identity and risk solutions at Neustar. “Inbound Authentication Pro creates a single source for the industry’s best caller identification and telephone network forensic authentication technology, with plenty of flexibility to meet customers’ unique requirements.”

Inbound Authentication Pro combines pre-answer call authentication products from TRUSTID, a Neustar Company, and Neustar OneID®. The pre-answer authentication solution first inspects each incoming call to validate that the call is legitimate and is not spoofed, manipulated or virtualized. The authoritative OneID system – which continuously corroborates, verifies and appends missing information across customer records – then instantly identifies the caller, even when the calling number is not in the organization’s CRM, and allows optimal routing of calls for superior service, all the while mitigating fraud risk.

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“Inbound Authentication Pro is a truly differentiated solution, with no singular equivalent in the market,” said Patrick Cox, senior vice president at Neustar and general manager of TRUSTID. “Integrating the previously separate products will allow customers to benefit from faster response times, improved handling and a more complete caller authentication solution.”

Acquired by Neustar in January 2019, TRUSTID is a leading provider of caller authentication, identity and risk solutions. TRUSTID works with financial institutions and other enterprises to authenticate callers using a caller’s phone as an ownership-based authentication token that puts trusted callers into the fast lane, before their calls are even answered, while assessing the risk of others. TRUSTID’s inbound caller engagement solutions, along with Neustar’s market-leading outbound phone-centric risk solutions, help clients reduce contact center operating costs, improve the customer experience and increase the efficiency of fraud-fighting efforts.

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Syncsort Completes Acquisition of the Pitney Bowes Software and Data Business

Creates World-Class Data Management Software Company that Enables Enterprises Across All Major Industries to Maximize the Value of their Data

Syncsort closed the acquisition of the Pitney Bowes software and data business, creating a powerhouse data management software company with more than 11,000 enterprise customers, $600 million in revenue and 2,000 employees worldwide. The new company brings an unmatched combination of scale, agility and breadth of portfolio to empower leading enterprises to gain a competitive advantage from their data.

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“Enterprises everywhere are striving to increase their competitiveness through the strategic use of data. To do this successfully and expand the boundaries of insight, organizations must invest in next-generation technologies like cloud, streaming and machine learning, while simultaneously leveraging and modernizing decades of investment in traditional data infrastructure,” said Josh Rogers, CEO, Syncsort. “With the combination of Syncsort and Pitney Bowes software and data, we are creating a new company that is laser focused on helping enterprises advance their use of data through unparalleled expertise across data domains, disciplines and platforms. As one of the largest data management software companies in the world, our increased scale allows us to expand the scope of partnership with customers so that they can maximize the value of all their data.”

The combined portfolio brings together best-in-class capabilities in location Intelligence, data enrichment, customer information management and engagement solutions with powerful data integration and optimization software. These end-to-end capabilities will empower enterprises to overcome ever-increasing challenges around the integrity of their data so that their IT and business operations can easily integrate, enrich and improve data assets to maximize insights.

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According to Paige Bartley of leading information technology research and advisory company, 451 Research, “The ability to derive actionable human intelligence from data requires ensuring that it has been integrated from all relevant sources, is representative and high quality, and has been enriched with additional context and information. Syncsort, as a longtime player in the data management space, is further addressing these issues with the acquisition of Pitney Bowes’ Software Solutions assets – technology that complements existing data-quality capabilities to provide additional context and enrichment for data, as well as leverage customer data and preferences to drive business outcomes.”*

The transaction is backed by affiliates of Centerbridge Partners, L.P. and Clearlake Capital Group, L.P. Debt commitments were provided by Jefferies Finance LLC, Credit Suisse, Golub Capital LLC, Barclays Bank PLC, Deutsche Bank AG, SunTrust Bank and UBS AG Antares Capital LP. Credit Suisse and Jefferies LLC served as financial advisors to Syncsort. Simpson Thacher & Bartlett LLP served as legal counsel to Syncsort.

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Crayon Receives AWS Well-Architected Partner Status

Crayon Group Holding ASA , a global IT advisory firm, announced it has earned a specialized Amazon Web Services (AWS) partner status for its deep technical proficiency and proven customer success.

The Well-Architected Partner status is part of AWS‘ prestigious Well-Architected Framework, which provides a consistent and scalable approach for customers to build secure, high-performing, and efficient infrastructures for their applications.

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“The AWS Well-Architected Partner status confirms the Crayon commitment to champion secure, efficient, and cost-effective systems in the cloud,“ says Crayon CEO Torgrim Takle. “The achievement empowers Crayon to provide a more effective engagement and data-driven business value for our customers.“

The Well-Architected status enables cloud architects to evaluate workloads against cloud best practices using the five pillars: operational excellence, security, reliability, performance efficiency, and cost optimization.

A review of the AWS webpage shows that out of thousands of partners, fewer than 200 have the Well-Architected Partner status.

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In addition to Crayon’s new partner status, the Oslo-based company is also an AWS Advanced Consulting Partner with over 350 dedicated experts equipped and certified in AWS cloud technology.

Crayon Group Holding ASA is a leading IT advisory firm in digital transformation services. With unique IP tools and skilled employees, Crayon helps optimize its clients’ ROI from complex software technology investments. Crayon has deep experience within volume software licensing optimization, digital engineering, and predictive analytics and assists clients every step of their digital transformation.

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The Coffee Club Takes Action on Customer Experience through Partnership with InMoment

Australian Home-Grown Cafe Teams up with Leading Provider of Experience Intelligence

The Coffee Club has partnered with InMoment, the leading provider of experience intelligence (XI), to provide a more comprehensive understanding of the customer experience, leading to promising results, including a 20-point increase in its Net Promoter Score.

With roots in Brisbane beginning in 1989, The Coffee Club has become Australia’s largest home-grown café group, and is now owned by Minor DKL Food Group, a leading Australian food franchisor with approximately 450 stores throughout 11 countries and upwards of 40 million dedicated customers.

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As a customer-obsessed organisation, The Coffee Club understood the need for unifying customer data that had previously been scattered across multiple systems, such as feedback, complaint tracking, and social media data. Due to this disparate data, the organisation’s insights were infrequent and often unreliable, causing corporate teams and franchise owners hesitation to act on those limited insights.

The Coffee Club looked to InMoment as its technology partner to provide the company with the perspective it needed to create the best, and most consistent, experiences for its guests. With InMoment, the organisation has been able to bring its data together to produce a more comprehensive and actionable view of the customer experience, accessible by all in a simple yet sophisticated way.

“Our goal was to move from gathering fragmented, unreliable data to creating clear, genuine intelligence that delivers real results for our customers,” said Steve Hazard, chief operating officer of Minor DKL. “We were less interested in scores and more interested in the customer’s actual voice and how that could inform changes in the organisation.”

By leveraging InMoment’s platform, The Coffee Club is now able to inform franchisers and employees across various locations of day-to-day needs and long-term improvements. For example, the company uses InMoment for case management, identifying approximately 30 at-risk customers each month. Franchise partners also have greater access to feedback, enabling them to be more proactive with customers and resolve issues two to three days faster than before.

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The Coffee Club has access to an AI engine to perform text analytics on unstructured datasets and optimise keywords to improve its capabilities, constantly feeding keywords back through the system to improve its machine learning. From the top down, team members can instantly view NPS, as well as evaluate actual customer comments with a live, interactive dashboard, helping create a consistent experience throughout each location.

The impact went beyond the tech, however. Hazard attributes executive leadership’s focus on the customer and “maniacal-level execution” across all areas of the business to achieving its success thus far. “For our operating, training, and HR teams, addressing the right service concerns in order of priority in the right regions has been critical,” said Hazard. “And for our product development and marketing teams, we know what we should continue doing well through drivers of experience and dashboards.”

“The Coffee Club continues to excel beyond other restaurants with its stellar focus on guest experience,” said Robert Glennon, CX Distinguished Practitioner in XI Strategy and Enablement. “Their innovation and drive go further than simply knowing what their guests are saying—they are embracing the customer perspective while reducing customer pain points through creating a unified guest experience.”

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Marketo Engage- Exceed.ai Collaboration Drives Automation of Sales Development

  • Automates e-mail conversations, chat exchanges.
  • Frees up reps for lead qualification and scheduling calls.
  • Easy implementation, takes only a few clicks to set up.

Marketo Engage users can now use Exceed.ai’s artificial intelligence (AI) to automate many of the basic email conversations that are manually handled by sales development teams.

According to Marketo, an Adobe company, 50 percent of sales time is wasted on unproductive prospecting and 80 percent of marketing leads are ignored. The wasted leads and sales time costs businesses an estimated $1 trillion per year.

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Solves Time Wastage in Sales 

The new integration is aimed towards solving this problem by ensuring 100% of leads get personalized follow-ups and fewer unqualified leads get passed to sales.

Exceed.ai’s AI assistant automates email and chat exchanges with leads for human-like conversations, follow-ups, lead qualification and books meetings for sales reps. After integrating Exceed.ai with Marketo Engage, marketers can convert more of their leads into sales opportunities by automating time-sensitive tasks like lead qualification and scheduling sales calls.

Uses cases for Exceed.ai integration:

  • Engage and qualify leads that the sales team does not have the capacity to contact.
  • Automate follow up conversations with leads after an event such as a trade show.
  • Trigger a conversational email campaign after a lead interacts with a Marketo Engage nurturing campaign, such as a PDF download.
  • Reactivate dormant leads that have not been contacted by sales or marketing.
  • Exceed.ai’s AI platform is now listed in the LaunchPoint by Marketo, an Adobe company partner program.

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“By integrating with Marketo Engage, we’re making artificial intelligence more accessible to businesses. That’s why the Exceed.ai integration is designed to be easy to implement even for non-technical marketers. It takes only a few clicks to set up,” said Yaron Ismah-Moshe, Exceed.ai co-founder and Chief Product Officer.

“Today’s buyers want one-to-one communication from vendors throughout their buying journey,” said Shai Alfandary, Marketo Global Head of ISVs & LaunchPoint Ecosystem Program, Adobe.

“Tools like conversational AI are a necessity in order to provide this level of engagement. Integrating Exceed.ai with Marketo Engage provides marketers with the ability to scale their personalized buyer communications and build long-term relationships,” he added.

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