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Broadvoice, Genesys, AWS, Google Cloud, and More Announce Contact Center News

IPI, Mitel, Sprinklr, Sitel, Tollring, TTEC, Verint, Verizon, and WWT Are Among the Others with New Products, Enhancements, and Partnerships

Contact Center partnerships and product launches

Broadvoice Introduces CCaaS Platform in North America

Broadvoice has announced the launch of the GoContact omnichannel cloud contact center solution for business customers in North America. Broadvoice acquired GoContact in July 2021, and the CCaaS solution has been leveraged by business process outsourcing (BPO) companies and contact centers in Europe and Latin America.

“We’re excited to finally bring GoContact to our business customers in North America,” says Broadvoice CEO Jim Murphy. “The cloud-native, low-code CCaaS platform is a game-changer in the contact center space. GoContact offers enterprise-class omnichannel functionality that’s been tested by BPOs and call centers around the world. At the same time, it delivers optimal ease of use and affordability that lives up to our promise to simplify communications for small and midmarket businesses.”

The GoContact platform facilitates communications via voice, email, chat, or Facebook and WhatsApp integration, allowing the context of the conversation to transfer from one channel to another. One reporting interface shows analytics across all channels.

Genesys Partners with Amazon Web Services and World Wide Technology

Genesys has announced a strategic collaboration agreement with AWS to expand joint development initiatives and their go-to-market relationship to support companies as they ramp up their digital transformation and cloud customer experience strategies.

“At Genesys, our aim is to enable organizations to orchestrate differentiated customer and employee experiences; today this is only made possible through seamless coordination of technologies, touchpoints, and channels,” says Olivier Jouve, Chief Product Officer, Genesys. “As one of our foundational partners, our collaboration with AWS is central to our strategy for empowering customers with the capabilities and innovation they need to thrive.”

“Genesys has been both a customer and AWS Partner for many years, leveraging AWS’s digital transformation and implementing cloud customer experience strategies to develop innovative solutions for our customers,” says Ruba Borno, Vice President, Worldwide Channels and Alliances, AWS. “This Strategic Collaboration Agreement (SCA) takes our relationship with Genesys to the next level with investment to help organizations migrate to the Genesys Cloud CX solution and promote AWS Marketplace as a strategic channel for joint customers. The SCA is a significant win for our customers as they continue on their cloud migration journey.”

There are already more than 4,000 customers using the Genesys Cloud CX platform, a cloud native solution built on AWS. The partnering companies will be working to market and sell Genesys Cloud CX with AWS Contact Center Intelligence (CCI) solutions to make access easier for customers. The agreement will also extend the availability of Genesys Cloud CX in the AWS Marketplace.

Genesys also announced a partnership with World Wide Technology (WWT) for EX and CX Solutions. WWT will be creating a dedicated Genesys practice which will spur CX support and transformation to over 2,000 WWT customers. The companies are partnering to help companies hasten cloud migrations as well as digital and AI strategies. There will also be the ability to run the Genesys Cloud CX platform in a test environment at the WWT Advanced Technology Center, allowing companies a smooth transition.

“Genesys is a cornerstone for us in helping our customers deliver the best Total Experiences for their customers. As companies progress their digital transformation, the industry has quickly moved from focusing on just omnichannel interactions to demanding orchestrated digital insights. Today, businesses need total visibility of customers at every touchpoint, and Genesys with its capabilities like journey management are critical to providing real-time digital understanding. The contextual intelligence that Genesys is bringing to our largest customers across all digital points of customer interaction is empowering these organizations to intentionally take action from the virtual contact center to personalized in-person and in-home experiences,”says Marlan K Hardie, Area Vice President and Chief Digital Officer of the Global Service Provider business at World Wide Technology.

“Delivering better business outcomes begins with technology that helps organizations quickly and smoothly adapt to customer needs and expectations. Our longstanding relationship with WWT is based on a shared belief in the power of customer and employee experience transformation. This new partnership represents our commitment to helping organizations access end-to-end technology solutions that enable true intimacy at scale to foster customer trust and loyalty,”says Amy Slater, Vice President of America’s Partner and Alliances Ecosystem Sales at Genesys.

IPI and Verint Partnership Allows IPI Customers Access to Verint Workforce Engagement and AI Tools

Contact center specialist IPI is partnering with Verint to deliver a new, comprehensive, enterprise-grade Workforce Engagement (WFE) solution portfolio to its customers. IPI customers will be able to use Verint’s WFE technology and AI-powered tools, that offer capabilities such as resource planning, performance management, and speech and text analytics.

“We are thrilled to be officially partnering with Verint and expanding our longstanding relationship to deliver world-class, industry-leading WFE solutions to our clients,” says Craig Farley, Head of Consulting, IPI. “While remote and hybrid working in contact centers has increased the flexibility for agents, it has also meant an increase in the complexities of managing a disparate workforce. WFE tools have clear benefits here, ensuring the right employees are doing the right work, at the right time, wherever they’re working from, and providing the data to improve efficiencies and Employee Experience using analytics. We’re excited that Verint can help us deliver on just such requirements, ensuring our clients are prepared now and for the future.”

“Our partnership with IPI will deliver the next-generation of WFE capabilities to its clients, and we’re delighted to be formally partnering with Craig and the team on the next stage of the company’s innovation growth trajectory,” says Verint’s John Bourne, senior vice president, global channels and alliances. “Being able to effectively engage and manage a contact centre workforce in today’s rapidly changing times is essential to success—and without a great employee experience, there can’t be a great customer experience. We look forward to our technology empowering IPI’s clients to adapt to the future of work that helps them build lasting relationships with customers and drive real business results.”

The Verint solution is available to IPI clients directly via the cloud on a subscription-based, per-agent model. Customers have the flexibility to choose and implement the capabilities and applications from the solution that are right for them and the IPI team supports the client from migration to ongoing usage.

Sprinklr and Sitel Partner to Enhance Social Customer Service

Sprinklr and Sitel Group have formed a relationship to create an end-to-end set of digital services encompassing solutions from social listening and engagement to social media strategy and design.

“The complementary strengths of Sitel Group and Sprinklr enable us to support brands who want to go above and beyond in social care by utilizing social media and customer support in a way that truly differentiates their brand,”says Laurent Uberti, President, CEO & co-founder, Sitel Group. “Together, we already support the needs of over 20 mutual clients around the world and across several different verticals – beauty, hospitality, retail and consumer services, to name a few.”

The partnership will include:

  • End-to-end social and digital capabilitieswithSprinklr’s AI-powered Contact Center as a Service (CCaaS) (Sprinklr Modern Care) 
  • Cost control and risk reduction with guidance from Sitel Group and the ability to manage all digital channels in one Sprinklr platform.
  • The combination will allow customers to provide in-language support for clients with operations in more than 100 countries.
  • Crises anticipation and management via social listening and monitoring capabilities

“Being able to reach, engage and listen to your customers across digital channels is more important than ever before. In this environment, we’re committed to being the best unified customer experience management platform by partnering with the best,” says Doug Balut, Senior Vice President of Global Alliances, Sprinklr.“By pairing Sprinklr’s enterprise software with the industry-leading global CX solutions of Sitel Group, companies are able to deliver exceptional digital customer service and social engagement while reducing costs and mitigating brand risk.”

TTEC Digital Broadens Partnership with Google Cloud

TTEC Holdings, Inc. is expanding its partnership with Google Cloud to allow customers access to Google’s AI-powered Contact Center-as-a-Service (CCaaS) capabilities, boosting real-time interactions with customers across digital and live channels.

“The partnership with Google Cloud extends TTEC Digital’s cross-platform capabilities in developing and delivering world-class cloud environments which accelerate the ability to realize the next generation of client and agent interactions,” says Ken Tuchman, Chairman and CEO of TTEC. “Google Cloud’s increased focus on CX-related technology capabilities is opening up new opportunities to orchestrate the future of the contact center.”

According to the companies, being able to leverage Google’s Contact Center Artificial Intelligence (CCAI) Platform will allow TTEC to design engagements around the customer device at the time of service and optimize for mobile interactions. TTEC Digital will be building intellectual property around Google Cloud, resulting in new capabilities for the cloud platform that will be leveraged by the workforce powering contact center operations for TTEC’s customer bases. Clients will be able to offer self-service to their customers, and give agents context, insights, and intelligence.

“Google is helping enterprises across industries and geographies reimagine contact center interactions for the modern consumer,” says Andrew Moore, vice president and general manager, Cloud AI & Industry Solutions, Google. “We are thrilled to partner with TTEC Digital to deliver on this vision. Their knowledge and breadth delivering Total Experience transformations across the enterprise will pay tremendous dividends for our customers.”

Tollring Introduces Cloud Call Recording Insights for Mitel

Tollring has launched a new cloud call recording and evaluation in iCall Suite Business Analytics for Mitel MiVoice Business. The blending of call analytics and call recording results enables predictive intelligence based on trends when calls are evaluated, in addition to customer interaction reporting and call journey experience dashboards. iCall Suite also allows compliance managers to specify call recording policy, making it easier to adhere to regulations such as GDPR, PCI DSS and MiFID II.

Tony Martino, CEO of Tollring says, “Our cloud call recording is world-class. We already record over 13 million calls per month, equating to over 440,000 hours per month, and are excited to extend our latest call recording solution to the Mitel MiVoice Business community. The iCall Suite solution is light-touch, easy to set up and delivered on a simple per user per month model.”

Verizon Business Launches a New Suite of Digital Engagement Capabilities

Verizon’s Virtual Contact Center has been enhanced with a set of new capabilities focused on improving the end-to-end digital customer journey. Four new solutions have been introduced that can be bundled together or sold separately:

  • VCC Guide enables self-service and contextual guidance for web and mobile experiences.
  • VCC Expert is a smart knowledge management and content optimization tool that optimizes content to shape the customer journey.
  • VCC Enlighten XO creates smarter applications using auto-generated insights through AI using actual CX conversation data.
  • VCC SmartAssist is a smart conversational AI that can resolve customer and employee issues in a more natural way. This tool is powered by Amelia.

“In the past few years, the contact center has undergone a digital transformation, which is prompting the end-to-end customer journey to evolve in kind. With more customers turning to digital channels outside of the contact center to kickstart their issue resolution, companies need a holistic strategy for managing customer entry points. The Verizon Virtual Contact Center anticipates and addresses those digital-first interactions, allowing organizations to deliver improved, personalized customer experiences,” says Debika Bhattacharya, Chief Product Officer, Verizon Business.

Author Information

As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.

She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.

Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.

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