dunnhumby’s Latest Acquisition Powers More Effective, Efficient Pricing and Promotions Leveraging Dunnhumby’s Customer Data Science
dunnhumby, a leading customer data science company, has announced it has acquired Aptaris Software, a leading enterprise marketing, and promotions management company. The acquisition is the culmination of a strategic partnership that embedded dunnhumby customer data science into the Aptaris solution, providing retailers with the only end-to-end promotions management platform in the market.
Currently, Aptaris connects the entire marketing and promotions management process for seamless omnichannel customer communications.
The acquisition will help retailers everywhere to more effectively compete in the new data-driven economy by leveraging dunnhumby’s leadership and expertise in customer data science.
Guillaume Bacuvier
At the time of this announcement, Guillaume Bacuvier, CEO of dunnhumby, said, “We are extremely pleased to welcome the Aptaris team into the dunnhumby family after such a highly successful partnership. This acquisition is a pivotal step for us in our goal to be the world’s leading customer data science company by enabling retailers around the globe to increase revenue and profits by delivering exceptional experiences for their customers.”
Guillaume added, “We look forward to using our synergies and combined assets to take our customer data science platform to the next level of innovation, and deliver greater value for our clients.”
Used by retailers and their suppliers, the dunnhumby Enterprise Promotions Management platform combines dunnhumby’s leading customer data science-driven forecasting with Aptaris’ innovative workflow and vendor management. The easy to use and a one-stop platform delivers better efficiencies at every stage of promotion management, including providing all the information needed to plan, deliver and measure every promotion within merchant and vendor teams. Many North American retailers have already implemented the platform including Associated Wholesale Grocers, Mitchell Grocery and Weis Markets.
With this acquisition, dunnhumby is further strengthening its positions as the global leader in Customer Data Science. It will be empowering businesses everywhere to compete and thrive in the modern data-driven economy.
Tom O’Reilly, CEO of Aptaris, said, “I believe this is a great opportunity to bring together two companies so closely aligned so that all of our clients have the tools and insights they need to better compete and thrive in today’s data-driven economy. I am looking forward to the next chapter of our new story.”
Tom O’Reilly is now serving as a strategic consultant for dunnhumby. William Morrell, Chief Technology Officer, Krista Gettle, SVP of Product Management and Delivery and John O’Reilly, SVP of Sales and Marketing will also join in key executive positions at dunnhumby. With the acquisition, dunnhumby also gains a team and office in Rochester, New York.
Aptaris streamlines systems, processes, and data – from the moment of deal initiation through implementation to settlement and post-promotion analysis. Retailer merchandising, marketing, advertising, and store operations departments work better together to quickly identify opportunities, improve communications, get more from budgets and drive profitability. In a world of fewer resources and growing complexity, Aptaris helps marketers do more with less. Aptaris supports national retailers, distributors, and consumer goods vendors.
With deep heritage and expertise in retail — one of the world’s most competitive markets, with a deluge of multi-dimensional data — dunnhumby today enables businesses all over the world, across industries, to be Customer First.
Currently, the dunnhumby Customer Science Platform is our unique mix of technology, software and consulting enabling businesses to increase revenue and profits by delivering exceptional experiences for their Customers – in-store, offline and online.
A New, Easier-To-Use Interface and Lower Pricing Make Infusionsoft Now Accessible to Millions More SBs
Today, Infusionsoft revealed a new platform built to empower millions of small businesses worldwide to create order in a new world where customers have more choices and expect personalized service. The platform retains its trademark power but is now easier to use, with lower pricing and a free trial to make Infusionsoft accessible to millions more small businesses.
Infusionsoft Users Can Implement Sales and Marketing Strategies Proven-To-Work for Thousands of SBs
At the time of this announcement, Infusionsoft CEO Clate Mask, said, “Going belly to belly with thousands of small businesses the last 15 years taught us that growth brings new challenges, and that simple jobs become hard and time-consuming when you have a hodgepodge of tools with lead and customer information scattered everywhere.”
With a redesigned interface and more than 50 industry-specific templates, Infusionsoft users can implement marketing strategies proven-to-work for thousands of small businesses just like them. It is easy for small businesses to connect Infusionsoft to the other apps they rely on every day, with more than 1,000 integrations available now. Small businesses save time and increase productivity by having all their customer information and interactions in one place – Infusionsoft.
Infusionsoft to Meet Customer Demands, Enabling SBs to be Available Around the Clock, Online and by Phone
During two years of intensive customer and market research, Infusionsoft found 70 percent of small businesses want to quit the hodgepodge of tools they use to manage the growing demands of today’s customers. According to this research, 70 percent of small businesses also think customers are more demanding today than in the past, and 80 percent say customers expect small businesses to be available around the clock, online and by phone.
Clate added, “While other tools are for hotshot marketers, the new Infusionsoft platform is built for the everyday small business who needs help organizing customer information, so work doesn’t slip through the cracks and they can keep delivering personalized service even as they grow.”
Small businesses who started recently using Infusionsoft are raving about the easy, new interface and the industry-specific templates designed to reduce the time it takes to create emails and landing pages for targeted marketing.
Neil Gowans, the owner of Obvi-us, said, “It was intuitive and just right for the stage of growth I’m in.I’m just starting out so every lead and customer relationship is gold. I want my customers to feel like I’m following up personally every time, and that I’m always there when they need me. Infusionsoft is the best for that.”
“I love all the pre-built templates available for new users or even someone who isn’t an expert at marketing like so many of the small business clients I serve,” said James Shi, BridgeChoice Consulting.
James added, “I started with a template that was recommended to me because of my industry when I first logged into Infusionsoft, and right away it helped me see how it can all work together.”
More Features from Infusionsoft
Other new benefits Infusionsoft is bringing to small businesses include–
A brand new visual sales pipeline makes it easy to create a customizable sales process, with 75 percent of users today saying Infusionsoft helps them close more business
A redesigned mobile experience helps small businesses be productive while on the go, with 89 percent of users reporting that Infusionsoft helps them run their business more efficiently
90 percent of Infusionsoft Payments users report they get paid faster now, and newly-redesigned invoices help them look professional to customers
All customers have access to on-demand marketing coaches and 1,500 Infusionsoft partners with specialized expertise for any industry
The Infusionsoft platform is available to all new customers now and will be available to current customers in Summer 2018.
Currently, Infusionsoft provides a simple CRM for 180,000 small business users. Unlike single-purpose tools that don’t work well together, the platform creates order by organizing all customer interactions in one place and integrating with thousands of other apps, to empower small businesses to deliver more personalized service and close more business.
Success in sales performance and contact center efficiency fuels early results.
CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced at Five9 CX Summit that Sekure Merchant Solutions is seeing early success in its implementation of CallMiner Eureka as its speech and engagement analytics solution. CallMiner Eureka is provided to Sekure Merchant Solutions through their cloud contact center provider Five9, a CallMiner reseller.
Sekure Merchant Solutions is a leader in credit card processing sales, service, and support. They sought to improve quality management and sales effectiveness, as well as decrease agent attrition within their contact center with speech analytics. After reviewing vendor options, Sekure engaged in a free Test Drive with CallMiner via Five9 to understand the insights they could uncover with CallMiner Eureka. The Test Drive revealed how agents were handling sales pitches and rebuttals. Automated scoring also identified and prioritized opportunities for agent training.
“In the first two months of production use across multiple sales campaigns, we have increased our same-week lead to sale conversion by 30-55% directly as a result of CallMiner Eureka scores,” said Matt Coffey, General Manager of Technical Projects. “We have also identified tens of thousands of highly valuable mis-dispositioned leads that were essentially being removed from our lead pool and revenue stream. We’ve been very pleased to already see a return on our speech analytics investment this quick.”
Sekure Merchant Solutions selected CallMiner Eureka for the data-driven insight available from 100% monitoring of agent interactions for automated quality management and sales training. Eureka will help Sekure Merchant Solutions identify opportunities to increase contact center efficiency by uncovering excessive silence, reducing manual call categorization, and tracking barriers to first call resolution. For sales conversions, Eureka will measure the effectiveness of sales pitches, analyze when agents are selling and the result, and monitor behaviors in missed sales conversions.
Paul Bernard
“More organizations today are realizing that data-driven analysis derived from customer interactions is a fast path for revenue generating action as well as contact center optimization,” said Paul Bernard, CallMiner CEO.
Paul added, “Sekure Merchant Solutions’ use of CallMiner Eureka embraces these benefits with their payment processing innovation driving sales results with enhanced quality management.”
Walt Rossi
“Our partnership with CallMiner offers industry-leading speech analytics to joint users,” said Walt Rossi, VP Business Development, Five9.
Walt added, “The ability to acquire rich interaction intelligence within the Five9 platform empowers organizations of all sizes to effectively improve customer experiences, optimize efficiencies, and encourage sales, support and compliance results.”
CallMiner is a Gold sponsor of Five9 Summit and will be hosting a roundtable lunch on May 15th at 12:00 to discuss how people and process ignite ROI with speech analytics technology, as well as a breakout session titled Automating Agent Performance through Analytics to Optimize the Customer Experience on May 15th at 1:00. Please join the sessions or visit the CallMiner booth to learn more about customer success with speech analytics.
New sales enablement technology changes the way companies and associations can engage and support sales teams and members in a time of digital transformation
Gig Economy Group (GEG) has announced the launch of the company’s new technology and website. GEG uses proprietary AI (artificial intelligence) technology to help sales forces know “what to do next” to increase the speed of on-boarding, increase engagement, retention and productivity. GEG is a leading Business Process Management (BPM) Platform designed to enable direct sales businesses and membership organizations to create and support a more informed and successful independent sales force
With the digitization of sales becoming more prevalent, sales teams look towards optimizing their strategies to become even more effective, efficient and productive. Sales enablement platforms need to continuously evolve along with digital transformation and have access to emerging technologies that improve productivity and speed administrative tasks in real time to dynamically deliver the most effective content to support each customer interaction.
Machine learning and a unique approach to AI enables GEG to harness the power of human knowledge and experience to proactively surface and present the most appropriate content or action for each individual user in every situation that they face. GEG uses this technology to help address the uniquely human and personal challenges of on-ramping into a new position, building momentum and confidence, and moving successfully toward business goals. This value enables sales, service and marketing teams to work more effectively to grow their pipelines, collaborate more effectively, move deals through the sales process faster, and increase win rates.
Dave Toole
“We are proud to announce the release of a platform that empowers independent sales professionals with an experience that helps them determine what to do next in the sales process to increase revenue generation,” said Dave Toole, Co-founder, Chairman and CEO of Gig Economy Group.
Dave added, “We combine machine learning and content marketing with our proprietary artificial intelligence workflow engine to optimize the sales journey. Imagine if you could determine which attributes would drive larger deal sizes, longer-term lifetime value and greater loyalty. This would change how a company assigns territories, prioritizes prospects and drives customer success management for existing clients. This is precisely why we developed the GEG platform.”
GEG Business Process Management Platform Features
Sales Enablement Technology: GEG leverages machine learning to proactively deliver sales training, consumer-facing content, and recommended next action steps that align with customer needs and drive more sales. The platform continuously learns, evolves, and becomes more powerful as the result of the human intelligence and actual sales data that it gathers and analyzes from across the entire organization.
Rapid Onboarding Meets Sales Effectiveness: Sales reps must acquire significant company and product-specific knowledge before they can successfully use their sales skills, which takes time and hinders their speed to market. GEG allows a sales rep to interact with the market immediately by bringing content and training to each sales rep, before they need ask for it. This dramatically decreases onboarding time and significantly increases sales effectiveness to drive revenue growth.
Proactive Next Steps for Every Sales Situation: The typical tool set for a sales rep is a portal for training, and another for content, which they must navigate to find the proper piece of content before continuing their journey. This process slows down sales momentum and frustrates your frontline. The GEG platform empowers sales teams by proactively delivering the content and training required prior to each next step in the sales cycle, aligning the company’s product with customers’ interests and needs.
Data-Driven Insights from Machine Learning + Human Intelligence: GEG uses data-driven insights, machine learning, and ‘augmented emotional intelligence’ to harness the power of an organization’s human intelligence and experience in order to proactively surface and delivers the right information (consumer-facing content and sales training) and recommended next action steps for each individual user to take to maximize their opportunity for successful outcomes.
Measurable Business Results: By providing the content and training that aligns and supports a diverse sales team (in-house or remote), executives can immediately see the impact as related to their most important business metrics. With GEG’s AI-powered platform that minimizes time to market, sales rep enthusiasm and commitment increase, turnover falls, and sales and revenues increase.
Milwaukee-based Zywave, Inc., a leading provider of software-as-a-service (SaaS) solutions for the insurance industry, recently announced Jason Liu as its new chief executive officer (CEO).
In his new role, Liu will drive Zywave’s long-term vision and strategy as the company continues to offer innovative and world-class software solutions to insurance brokers across the United States, the United Kingdom and Canada. Liu will also oversee daily operations and has been appointed to the Zywave board of directors.
Jason Liu
“Zywave is a growing company, and I’m excited for the opportunity to take our solutions to the next level,” Jason Liu said. “Zywave’s suite of products sets brokers up for success, helping them build their book of business and differentiate themselves. As the new CEO, my job is to make sure we continue to foster relationships with our customers and, alongside our team of talented professionals, make Zywave the best it can be.”
Jason Liu has an exceptional track record, having led seven companies through significant revenue and valuation growth. Most recently, he served as CEO at Savo Group, a leading provider of sales enablement software headquartered in Chicago.
“Zywave is a customer-first organization—it’s embedded in our culture,” said Jim Lindner, who has been serving as Zywave’s interim CEO and is chairman of the board.
Jim added, “Our goal is to make our customers love us through our products, our service, and the buying experience. Jason’s 20-plus years of experience helps continue our commitment to our partners as we prove why thousands of brokers trust us with their businesses.”
Jason Liu holds a Master of Business Administration from the Wharton School at the University of Pennsylvania and a Bachelor of Science from Washington University.
Hugo allows fast-moving business teams to make meeting insights shareable and actionable within their existing tools
San Francisco-based productivity software company, Hugo is taking action on a problem businesses have been overlooking for years – the potential for meeting notes to align teams around their customer. Hugo announced the public launch of the first true team meeting note solution.
Designed for fast-growing, customer-centric companies, Hugo uses meeting notes to connect teams with key customer insights, regardless of whether they were a part of the conversation. Recognizing the crowded landscape of tools used across most companies, Hugo integrates with Slack, Salesforce, Trello and many other applications to offer teams a way to increase sharing while decreasing their post-meeting workload.
With Hugo, teams can record and share while making meeting notes actionable. For example, with just one click, a simple meeting note can automatically update everyone in a team chat app like Slack, log a CRM activity and create tasks in project management software like Asana— all by simply recording meeting notes within Hugo.
“Today, meeting insights are fragmented. Unless your entire organization is present for every customer conversation, you may end up with one small piece of the puzzle,” said Josh Lowy, CEO and Co-Founder of Hugo.
Josh added, “Hugo makes it simple for organizations to stay aligned and responsive to needs and opportunities by allowing teams to develop a company-wide understanding of what matters most.”
Brad Lindenberg
The secure platform syncs with your calendar, prompts teams for their notes, and turns those notes into team updates and actions in other tools. It automatically links notes to contacts and companies in the meeting, allows agendas to be created and shared and features templates that ensure consistency and that the necessary information is captured.
“Hugo guarantees your whole team stays connected and aligned with a real-time feedback loop — whether your team is on a different floor or in another time zone,” added Brad Lindenberg, Chief Strategy Officer at ROKT, one of Hugo’s early adopters.
Chris Sanford Joins Iconic Tool Brands to Accelerate Market Share, Grow Distribution and Increase End User Engagement
IDEAL Tool Group, with iconic American brand SK Professional Tools, plus Pratt Read and Western Forge, announced a new Vice President of Sales, Chris Sanford. In his newly appointed role, Chris Sanford will lead and execute initiatives to support the growth of SK’s distribution channel, including automotive, industrial and mobile trucks. He will also lead the development of retail channels for IDEAL Tool Group.
Jim Gillis
“Chris has the breadth and depth of marketplace knowledge, unique industry insights and energy needed to propel us into the future,” said Jim Gillis, General Manager for IDEAL Tool Group. “We’re very excited to have him join the IDEAL family.”
Sanford most recently served as a senior director of industrial national accounts for APEX Tool Group, one of the largest manufacturers of professional hand and power tools in the world. He re-engineered the sales team to increase productivity and played a critical role in driving multi-million dollar revenue.
Christopher Sanford
With more than 20 years of sales success, Sanford has a history of producing stellar revenue growth and driving operational excellence internally.
“I’ve always had great respect for SK’s commitment to American-made innovation,” said Sanford. “Right now, the IDEAL Tool Group brands are experiencing tremendous momentum. I’m excited to help keep that force moving and continue to push these great brands forward.”
Announcing companies include 8×8, Appian, NICE inContact, Sharpen & Talkdesk
The International Customer Management Institute (ICMI), the authority on contact center excellence, today reveals more than 50 announcements from leading companies in the contact center and customer service industry. Each company will showcase their latest solutions in the Expo Hall Monday – Wednesday of the event, offering attendees a first-look at some of the newest technologies impacting the industry.
ICMI Contact Center Expo 2018 will take place on 21-24 May, 2018 at the Walt Disney World® Resort.
Patty Caron
“Each exhibitor at this year’s event plays a key role in transforming the contact center industry through their innovative technologies and dedication to improving customer experience,” said Patty Caron, Event Director, ICMI. “The contact center is rapidly evolving, making this year’s Expo Hall an exciting opportunity for attendees to interact hands-on with the latest solutions being used by today’s customer service professionals.”
ICMI Contact Center Expo 2018 Exhibitor News:
8×8 (booth 529) will demonstrate how to transform customer experiences with the X Series cloud-based contact center solution that enables companies to intelligently and quickly collaborate across any channel to drive first contact resolution.
AcuCall (booth 349) will showcase CenterMaster Omni-Channel Inbound/Outbound Call Center Solutions featuring newly released AcuScript CRM, AcuForce WFM, and AcuChat Web with Award-Winning Predictive/Preview/Progressive/TCPA Compliance Dialer, IVR “Pay by Phone”, ACD, IP-PBX, Email, Social Media and Business Intelligence. This hosted HIPAA and PCI Compliant platform is localized for English and Spanish languages.
AmplifAI Solutions, Inc. (booth 620) is showcasing its AI-powered front-line productivity and performance enhancement platform. The platform demonstrates how AmplifAI is digitizing labor, personalizing development, and delivering AI-powered engagement, productivity and performance enhancement for contact centers.
Appian (booth 328) announces a new product for rapidly building unique contact center solutions that deliver unrivaled customer experiences. Appian Intelligent Contact Center™ Platform is a cloud platform tailored to the unique needs of contact center teams.
Aspect (booth 612) announces the release of Aspect CXP 18, which includes enhanced features for chatbot developers that make it easier for companies to meet consumer demand for sophisticated digital self-service. Aspect CXP 18 is designed to create dynamic self-service applications that enable frictionless customer-company interactions across all interactive voice response (IVR) and digital self-service channels.
Branch Messenger (booth 629) announces the industry’s first Shift Flexibility Engine™. The Shift Flexibility Engine™ empowers organizations to send shifts across the network of your call centers and at home agents.
Call Design (booth 552) will showcase its newest Workforce Optimization consulting and training offerings, created to maximize WFO success. A team of experts teaches remotely and on-site: WFM/PM Fundamentals, Best Practices, WFM Forecasting/Scheduling/Tracking (Beginner and Advanced), and more; supporting our world-class Workforce Engagement Management solutions.
CallMiner (booth 616) announces Eureka Coach, the evolution of myEureka into a cloud solution that provides role-based dashboards with alert-triggered assignments from supervisors. Objective scoring for every interaction based on call detail and sentiment analysis drives action from insight, and agent dashboards offer personal statistics with team comparisons to encourage self-improvement.
Cisco (booth 300) will showcase the Customer Journey Platform (formally CC One) with Spark Care elements, which enables agents to deliver exceptional customer care by providing contextual, continuous, and capability-rich journeys to consumers.
Clarabridge (booth 623) will showcase the right combination of Big Data and AI technologies to help you unlock and boost the value of the Contact Center to increase sales, improve operations, retain customers and ensure compliance.
Comm100 (booth 343) will demonstrate its new AI- powered chat and expanded integrations at ICMI Contact Center Expo. Chatbot 2.0 is a self-learning AI-powered bot that books meetings, answers questions, or helps customers make payments.
Content Guru (booth 507) will demonstrate its multi-award-winning storm® platform, showcasing how storm’s cloud contact center and customer engagement capabilities can help businesses to better communicate with their customers. storm delivers omni-channel contact routing across SMS, web chat, email, voice, WebRTC and AI, as well as integration with third-party systems.
DailyPay (booth 324) will present its patent-pending technology, which gives contact center employees instant access to their earned but unpaid wages so they reach their financial goals. Offering employees a daily payment option has proven to reduce turnover while meaningfully improving employee recruiting and engagement.
eGain Corporation (booth 341) will present how a telco giant improved First-Contact Resolution (FCR) by 23% and Net Promoter Score (NPS) by 20%, while reducing advisor time to competency by 50% across 10,000 contact center agents and 550 retail stores, with eGain’s AI and knowledge management solution for the omnichannel contact center.
Employment Technologies (booth 624) will showcase its award-winning line of EASy Simulations at this year’s ICMI Expo – specifically designed to help contact centers hire great people FAST. Offering a fun and engaging way to pinpoint the best talent, EASy Simulations are designed for mission-critical roles, including: agents, eReps, Collections, Team Leaders, and more.
Envision (booth 448) will showcase Click2Coach, the easy to deploy premise or cloud WFO solution that increases agent effectiveness, engagement and retention. Come see how Click2Coach, using data driven quality monitoring through CRM integration and speech analytics, can improve your contact center performance and customer experience.
First Orion (booth 614) will showcase its Call Knowledge suite of data-driven calling solutions whereby businesses can know, protect and enhance their calling activity—inbound and outbound, pre- and post-call. Businesses can use this data to reduce risk associated with fraud and compliance, increase customer satisfaction, and yield more profitable calling solutions.
Five9 (booth 515) will showcase the Virtual Contact Center and the cloud contact center platform for the digital enterprise. With Digital Transformation fueling rapid change in customer expectations, the Virtual Contact Center allows businesses to accelerate how they respond to be competitive, differentiated, and provide personalized customer experiences.
Fonolo (booth 627) announces its new “widget,” allowing callers to request a call-back directly from a company’s website or mobile app. It offers substantial improvements – it supports live call feedback, is fully responsive so it can work on any size display, and offers full ARIA features to support the Americans with Disabilities Act.
GLOBO (booth 528) will demonstrate its omnichannel language management platform, GLOBO HQ. GLOBO HQ provides on-demand interpreting and translation services, in over 250 languages, so support teams can communicate with customers in their native language. By streamlining language services through GLOBO HQ, organizations can increase agent productivity and improve customer experience for limited-English speakers.
injixo (booth 513) will present the release of their brand-new Auto Forecast at ICMI Contact Center Expo. For centers who need to save time and want more accurate forecasting, injixo will be showcasing just how their new auto forecast is revolutionizing workforce management in contact centers.
InTheChat (booth 615) will showcase its easy-to-use, single interface dashboard for SMS, Social, Live Chat, Messaging Apps and Apple Business Chat Beta. This dashboard allows you to take advantage of skill-based routing, CRM integration, and powerful NLP and AI/chatbots.
Jabra (booth 415) launches the Engage franchise, the world’s most powerful line of professional wireless headsets. Engage franchise has military grade encryption, superior wireless connectivity, range of 490 feet, more talk time and your choice of wearing styles.
Jacada (booth 541) will showcase its Autonomous CX suite enabling enterprises to automate business flows once and use in multiple channels to standardize and optimize customer service flows. This allows you to effortlessly design and automate assisted-service or self-service processes across the customer journey, and ensure business agility, high resolution rates, efficiency, and standardization across channels.
Language I/O (booth 622) will provide live demos of its multilingual customer service software and showcase its latest CRM integrated products for chat, email and article translation, covering 150+ languages. Each feature is designed to decrease agent response time, increase translation quality, improve CSAT scores and reduce customer service costs, directly within the CRM.
Lessonly (booth 621) will showcase their new, omnichannel practice solutions for more realistic and effective contact center training—including video, email, chat, and ticket practice. Also, debuting is the Better Work Assessment. This 10-minute quiz is designed to help customer service teams evaluate their training, improve rep performance, and elevate the customer experience.
Lionbridge (booth 611) will showcase GeoFluent at ICMI Contact Center Expo. GeoFluent empowers your agents with on demand, over-the-phone interpreters, auto-translated emails and chatbots, etc., making it easy for your agents to help your customers, minimizing repeat calls and boosting CX and CSAT scores.
Loxysoft (booth 436) will showcase ProScheduler at ICMI Contact Center Expo. This product includes forecasting, schedule optimization, Call Traffic Report, Agent Performance, TimeWeb Portal, Training Planning tool, Advanced Targeting tool, Playbook, Management Reports tool and Traceability tool.
MiaRec, Inc. (booth 640) will showcase its award-winning Workforce Optimization suite that includes call recording, live monitoring, speech analytics, screen capture and agent evaluation. Also featured is the new advanced reporting tool for contact centers.
Mitel Networks (booth 540) will demonstrate its latest innovations in customer experience management including MiContact Center Business, MiCloud Connect Contact Center, and MiContact Center Outbound, and will be debuting MiCloud Engage Contact Center, a true public cloud, multi-tenant CCaaS that overlays seamlessly over-the-top of your existing environment.
NICE inContact (booth 407) will showcase NICE inContact CXone, the world’s #1 cloud customer experience platform. CXone helps organizations be first in their industry by powering exceptional experiences for customers and employees. CXone unifies Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence—all built on an Open Cloud Foundation.
Noble Systems (booth 606) announces the release of Conversations Analytics, a native speech analytics application for Noble’s Contact Center platform. Conversations Analytics offers post-call screening, while Conversations Analytics Now delivers real-time analysis. Noble developed the product using its own intellectual property, and they offer direct integration with Noble’s management toolsets.
Orkin Pest Control (booth 340) will highlight its proactive bed bug inspections and employee education programs – preventing downed workstations, decreasing lost revenue and boosting employee morale.
Pipkins (booth 601) will showcase IntelliVIEW™, a powerful new set of monitoring, mentoring and collaboration tools for its workforce management software suite, which are designed to help supervisors and agents stay fully engaged and connected no matter where they work…different floors, different buildings or different cities.
SAYINT (booth 338) will showcase its multi-award winning artificial intelligence and machine learning based omni-channel conversational analytics solution. The solution enables you to draw actionable insights from all conversations, while also automating auditing and regulatory requirements.
SHAKER (booth 636) will showcase its Virtual Job Tryout® technology that enables companies to combine predictive analytics with human judgment. Through this technology, candidates complete day-in-the-life experiences that engage, educate, and predict success on the job. Precise candidate job-fit reports empower recruiters to identify best-fit candidates faster, increase new-hire retention, and improve quality of hire.
Sharpen (booth 321) announces the launch of Sharpen University, a suite of applications that provides proactive training and coaching for contact center agents and supervisors. At the heart of Sharpen University is the Agent Experience Score (AXS). This metric, calculated using a proprietary algorithm, represents each agents’ effectiveness, efficiency and level of empowerment.
SmartAction (booth 637) releases their newest solution, Omni-bot™ for the contact center. This release demonstrates AI expertise in both voice and digital customer service channels. Omni-bot™ is a conversational AI engine built in one channel and deployable in any other desired channel, the first such omnichannel offering of its kind.
Softcom Technologies (booth 609) will showcase the latest release of their Advanced Contact Center Analytics Solutions. Users can design their own dashboards with minimal effort, and access information from a wide variety of data sources. Softcom will also be debuting Command Center Solution, new in Softcom Analytics Version 8.
Spectrum Corporation (booth 310) will showcase Spectrum’s XorceView software solution that enables a unique ability to combine real-time data from multiple Contact Center applications and target specific Agent and Supervisors with tailored reports directly on their desktop.
Stella Connect (booth 440) announces that feedback requests can now be sent out via SMS as well as email. This new SMS functionality further increases the volume of agent-level feedback that will flow into your contact center, presenting you with more opportunities to motivate your front-line team and drive more effective coaching and QA.
T-Metrics, Inc. (booth 630) will showcase its TM-Cloud Contact Center for delivering customer voice, email, video, chat, SMS, and social media interactions to agents. They will also showcase their real-time supervisory dashboards, reports package, and intuitive administrative tools that provide advanced capabilities and metrics that improve service levels and enhance the customer experience.
TalentKeepers (booth 600) will showcase their stay interview solution CLEAR Connections®. This award-winning solution provides tools for leaders to discuss their employee’s aspirations, preferences and growth to ignite employee engagement and retention.
Talkdesk (booth 420) showcases its “Enterprise Power, Consumer Simplicity” approach to help you win in the Customer Experience economy. You’ll experience CX Manager, which empowers frontline admins to implement intelligent routing flows simply, and without need for technical expertise. Also, explore real-time mobile/web context for more personalized interactions.
Teleopti, Inc. (booth 326) will discuss and demonstrate its full suite of dynamic, user-friendly WFM software including the latest features available. Teleopti’s workforce management software combines optimized, automated forecasting and scheduling with advanced agent empowerment and real-time management functionality to drive profitable customer service operations, empowered employees and engaged customers.
Tri Source International (booth 602) will present data on their most recent 2018 Case Study illustrating the Latin America benefits compared to other international regions off shore. Additionally, TSI will showcase their comprehensive labor and linguistic talent via booth demos, videos and live engagement.
UJET (booth 401) will showcase its real-time communications platform that makes it easy for customers and businesses to instantly connect so they can resolve problems faster. They will showcase how these platforms can improve call center efficiency, enhance the customer experience, and provide more repeat business.
unymira (booth 334) presents its ACTIVE knowledge base, Knowledge Center, which is unique in the market. The solution helps your customer service agents to find answers easily and quickly. The innovative technology enables contact centers to maximize productivity and to improve customer experience through all support channels.
Upstream Works Software Ltd. (booth 302) will showcase Upstream Works for Finesse (UWF) – an omnichannel agent workspace with tools to deliver a transformed, personalized CX. UWF helps organizations to understand and act on the cross-channel customer experience, enabling seamless interactions and efficient task management. Highlighted capabilities include Knowledge Management and FollowUp.
Voice Teleservices (booth 332) will showcase its domestic inbound and outbound contact center services at ICMI Contact Center Expo 2018. These outsource customer engagement services include call handling, email chat and customer surveys/analytics.
Yodel Voice (booth 554) will reveal its state of the art software system, which enables any representative, regardless of location or accent, to sound professional and clear by using avatars. Through the Yodel Dashboard, Yodel Voice manages data collection, tracks live transfers and focuses on delivering your inbound team with warm live transfers.
Zoho Desk (booth 406) will showcase the industry’s first context-aware help desk software that helps businesses focus on the customer. This software empowers customer service teams with detailed customer information and insights, helping them deliver top-notch service every day.
ZINFI’s Enterprise-Grade Channel Management Platform Now Will Be Available at a Highly Affordable Price for Both Emerging and Mature Channel Organizations
ZINFI Technologies, Inc., a company leading the definition and creation of Unified Channel Management (UCM) solutions, has announced it will now offer two distinct sets of channel management solutions to address the full range of channel management requirements of both emerging and mature companies. With this launch, ZINFI brings industry-leading, enterprise-grade feature sets to the marketplace at an affordable price for small and medium-size businesses. Both solutions also combine a complete set of do-it-yourself (DIY) configuration features with consumer-level ease of use.
The two solutions will be branded as follows —
• Jump-Start Experience (JSX):This solution is ideal for companies who have an emerging channel practice and have dozens of partners requiring automated management. Pricing of ZINFI’s Unified Channel Management JSX solution will start at $375 per month, with an initial implementation cost starting at $1,500.
The JSX solution comprises portal content management, partner onboarding, channel profile management, marketing communication management, partner locator, partner documents, co-branded asset management, lead management and analytics.
• High-Performance Experience (HPX):This solution is ideal for companies with a very broad channel requiring all aspects of automated channel management. Pricing of ZINFI’s Unified Channel Management HPX solution will start at $1,500 per month with an initial implementation cost starting at $2,500.
The HPX solution comprises the entire JSX solution, plus advanced modules for recruitment and onboarding, business planning, contracts, market-development funds management, sales rewards, rebates, referral, commissions and through-channel marketing.
The decision to offer two distinct solution sets for companies with different needs and at different stages of channel maturity emerged from discussions with prospects and customers. ZINFI’s analysis of the current channel management environment revealed that even relatively small organizations can have complex channel requirements that need to be addressed through automation. For instance, a Fortune 1000 organization can do significant volumes of business around the world with just a few dozen partners, but it may also require an enterprise-class, highly secure, mobile and connected platform—just like those organizations that have very broad and complex channel management requirements. With its JSX and HPX solution sets, ZINFI is responding to a clear need for more choices in the channel automation marketplace with respect to price, complexity and DIY customization.
Sugata Sanyal
At the time of this annonucement, Sugata Sanyal, ZINFI’s founder and CEO, said, “At ZINFI, we build industry-leading solutions by constantly listening to our customers and the marketplace. During the past year or so we have been listening to dozens of customers and prospects and realized that the market needs a much more focused and affordable solution that companies can start with for a few hundred dollars per month.”
Sugata added, “We believe that many organizations with emerging channel management capabilities have stayed out of the market due to the expense and complexity of channel automation. With these two new bundled solutions, both of which are extremely easy to use and highly affordable, all channel organizations now can consider and implement state-of-the-art channel automation.”
As it expands its offerings to meet evolving marketplace demands, ZINFI continues to garner recognition from major analyst firms. ZINFI was recently named a leader in the latest Forrester WaveTM: Through-Channel Marketing Automation report for Q2 2018. The Forrester report notes that “ZINFI’s solution provides robust functionality, modularity, customizations, and is supported by localized concierge services in 14 countries… The solution comes with a wide set of integrated marketing tools such as search, social, syndication, email, event, and microsites which can be put together in a single- or multi-touch campaign. The solution has strong cross-functionality including the asset eStore, integrated MDF/co-op management, adaptive reporting and business intelligence.” The report concludes, “… ZINFI could be a formidable player in multiple industries and segments around the world.”
New Sales Director to Accelerate Adoption of Talon FAST technology for APAC
Talon, the leading provider of enterprise-class file sharing solutions for distributed locations, has announced that Sean Scott has been appointed as the company’s Sales Director for the Asia Pacific region. Sean Scott joins the Talon management team as the company expands its software-defined storage expertise footprint into the Asian, Australian, and New Zealand technology markets.
Shirish Phatak
“Bringing Sean on board at Talon is an advantage for the company as his expertise in technology sales is vast and will undoubtedly expand our customer base,” said Shirish Phatak, CEO of Talon.
Shirish added, “Sean’s position also signals a new era of growth at Talon as the various markets in Asia, Australia, and New Zealand are heating up for us and require the full-time attention and dedication a sales director can provide. We are looking forward to a robust 2018 in the region, with Sean at the helm.”
Scott has over 20 years’ experience in the technology industry, most recently serving as a sales manager at Symantec and Blue Coat and as a senior systems engineer, Australia, New Zealand at Packeteer. Scott has a reputation for building channel development and enablement models that have been widely adopted in the APAC region and has achieved the rank of worldwide specialist in multiple products, recognized for his technical expertise.
“I’m ready to hit the ground running and introduce even more companies to the benefits of Talon technology,” said Sean Scott.
Sean Scott added, “Talon’s paradigm of “Think Global, Work Local, FAST” with the next generation of software-defined storage is the present and future of today’s global organizations. These businesses need Talon, and I am excited to begin strategizing widespread adoption of its offerings in the APAC region. It’s an exciting time for me personally and for the company, too.”
Talon FAST is Talon’s flagship software that helps enterprises solve challenges around distributed file storage by centralizing corporate file data into traditional datacenters, private or public clouds while maintaining enterprise control and security.
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