e-Contact Acclaimed by Frost & Sullivan for Helping Clients Deliver Enhanced Customer Experiences with Its Lynn Platform
Lynn enables organizations to succeed at digital transformation by making it easy for them to develop and maintain sophisticated omnichannel engagement
Based on its recent analysis of the Latin American contact center solutions market, Frost & Sullivan recognizes e-Contact with the 2020 Latin America Technology Innovation Leadership Award for its Lynn platform. The unified platform brings together previously siloed or disparate channel solutions so that contact centers and enterprises may interact conversationally with consumers on their chosen channel via live agents or chatbots. It integrates with cloud contact center solutions and third-party bots, enabling users to manage and train artificial intelligent engines using an all-in-one, easy-to-use graphic interface.
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“e-Contact has designed a notably flexible and agnostic platform, able to respond to the increasingly fluctuating CX environment,” said Juan Gonzalez, Research Director. “By enabling a range of integrations and customization options, Lynn is easy to scale and maintain, which permits customers to gain value quickly and efficiently.”
Lynn works through representational state transfer (REST) application program interface (APIs) to connect with contact center engagement solutions and integrate workflows and existing system investments. Leveraging this robust middle orchestration, users can design a common front-end framework to have a consistent, seamless flow across channels. Lynn also used a transcription engine to integrate IVR text to voice channels and supply all the relevant information and transcripts to a live agent. It gathers known context about the user’s account to answer questions, driving satisfying personalized customer experiences.
Furthermore, Lynn can receive any media that the channel supports, porting it into the platform via open Internet Protocol on APIs. It collaborates closely with Genesys Cloud contact center solutions and uses REST APIs as the connectors to function agnostically with a variety of cloud contact center systems. Tested and stable for handling high traffic volumes through the cloud, the platform delivers reliable performance and scalability. On-premise deployments are also an option for clients requiring it for data security, and the dockerized environment makes it relatively simple to use.
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“e-Contact and the Lynn team prioritize adding functionality modules and channel support based on the client’s user experience,” noted Nicholas Baugh, Best Practices Research Analyst. “Overall, its ability to enable digital transformation strategies so that businesses of all sizes can get more value out of their existing systems and customer engagement strategy has firmly established e-Contact as a name to reckon with in the contact center solutions market.”
Each year, Frost & Sullivan presents this award to the company that demonstrates uniqueness in developing and leveraging new technologies that deliver significant customer value.
Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analyses, and extensive secondary research to identify best practices in the industry.
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