The Futurum Group's Statement on Israel

Customer Wins for Acquia, Centrical, Talkdesk, Spitch, Datalyticx, and NICE

CX Partners Include Academy Mortgage, Ocado, WaFd Bank, Omantel, and IGT Solutions

CX customer wins and case studies

Acquia Partners with Academy Mortgage Corporation on Personalization Initiatives

Digital CX firm Acquia is teaming up with Academy Mortgage Corporation to help the lender personalize messages for its loan officers in their communications with US homebuyers across more than 200 markets.

Ranked among the country’s top 25 mortgage lenders, Utah-based Academy Mortgage will use Acquia Open Digital Experience Platform (DXP) to create and scale highly personalized messages that the company says are favored by its clientele. Academy Mortgage will also be deploying other Acquia products, including the Drupal content management system (CMS) at the heart of Acquia’s composable experience platform, to be hosted on Acquia Cloud Platform; and Acquia Customer Data Platform (CDP), Acquia Personalization, and Acquia Site Studio for unifying data and content to deliver digital experiences across multiple channels.

Collaborating with Academy Mortgage and Acquia on the implementation is CX-focused digital consulting services provider Hero Digital.

Centrical Signs on to Enhance Employee Engagement at Ocado

Workforce engagement and management company Centrical has entered into a multi-year partnership with Ocado, the world’s largest dedicated online supermarket and the licensor of grocery fulfilment technology to global retailers like Kroger in the US. Centrical, which provides an employee-centric success platform, will work to enhance and maintain colleague engagement at Ocado and embark upon improving the employee experience (EX) for Ocado frontline, back-office, and support staff.

Related Article: New Research from Accenture-NASCA, Replicant, Newgen, Centrical, and Mitto

UK-based Ocado is well-known for its effective colleague engagement programs, and its customer hub is a successful combination of award-winning customer service and rich customer data.

Partnering with Centrical is important, according to Paul Greenwood, a director at Ocado. “Here at Ocado’s Customer Hub, we’re committed to delivering the absolute best experience for our customers, as well as our employees,” Greenwood says. “We’re delighted to be working with Centrical to enhance our employee experience since we know that an engaged and motivated workforce can have a direct correlation to happy customers and can truly transform business impact and results.”

Talkdesk Collaborates with WaFd Bank to Deliver Digital-First Experience

Cloud contact center provider Talkdesk is working with WaFd Bank, a full-service commercial American bank, on adopting new technology to better serve clients of the financial institution. Talkdesk is leveraging its Financial Services Experience Cloud for Banking, a specialty CX platform, to create a digital-first banking experience with advanced capabilities like AI and voice authentication. Together, the partners hope to address key friction points in the customer journey and offer simple-to-use options for service and support that can be accessed from the bank customer’s preferred channel or device.

A regional bank established a century ago that has since grown to include more than 200 locations across eight Western states, WaFd embarked on a digital transformation journey to overhaul its antiquated contact center platform. In searching for a new solution, however, WaFd required the continued use of Amazon Lex, an Amazon service for building conversational interfaces into any application that uses voice and text. Through a long-standing relationship with Amazon and the open platform design of Financial Services Experience Cloud, Talkdesk enabled WaFd to maximize its existing investment in Amazon Lex without the bank having to sacrifice its goals of CX digital transformation and acceleration.

For the longer term, WaFd expects the combined Talkdesk and Amazon Lex solution to save costs and decrease both voicemail volume and call abandonment rates, while also increasing customer satisfaction through the provision of self-service options for common banking transactions.

Spitch and Datalyticx Create Arabic-Speaking Assistants for Omantel

Switzerland-based Spitch and Omani startup Datalyticx have joined forces to launch Arabic-speaking virtual assistants for Omantel, the telecommunications company in the sultanate of Oman in the Middle East and the primary provider of internet services in that country. The assistants, which aim to bolster efficiency and improve customer service at Omantel contact centers, are part of a strategic initiative to develop AI models capable of understanding and communicating in Arabic, a value proposition unique to the Omani CX space and to the broader Middle East market in which Oman is embedded.

Related Article: Middle East Area Companies to Allot Sizable CX Investments This Year

Spitch, a global provider of conversational AI solutions, is contributing an omnichannel structure that will enable Omantel to provide information quickly and handle larger call volumes so that customers do not have to wait their turn or repeat their requests when switching channels. Built-in flexibility enables customers to connect to a live Omantel agent at any time, and information is always accurate thanks to an integration mechanism that enables the assistants to communicate with Omantel backend systems in real time.

The solution for Omantel also includes a quality check functionality delivered by Datalyticx, the provider of a digital CX integration platform, to ensure greater accuracy in understanding the meaning and sentiment underlying customer interactions occurring across all channels. Datalyticx is responsible for developing AI and virtual assistant models able to understand most of the Arabic dialects spoken throughout the Middle East and North Africa (MENA) region, but are especially accurate with Omani dialects.

Omantel executives say the three-pronged partnership will vault the telecom provider’s customers and employees to the forefront of conversational AI and the benefits provided by an advanced technology, making good on Omantel’s stated mission of providing top-shelf communication solutions and improving CX for its customers.

NICE is the Choice of IGT Solutions to Spur Growth

Contact center software provider NICE says its CXone platform has been selected by fellow CX firm IGT Solutions to ramp up operations and foster seamless customer interaction for the company’s travel and hi-tech brands. NICE will support IGT to grow its digital capabilities, enabling the organization to continue delivering its brand of exceptional service, officials from both companies say. NICE will also assist the IGT customer experience center to help make smarter data and AI-driven decisions.

Akhil Agarwal, COO of IGT Solutions, says NICE will bring about better experiences for both agents and customers. “At IGT our goal is to be the world’s greatest next-gen CX company making a billion complex interactions simple every year. Bringing on NICE CXone will help us achieve that vision.”  

IGT, established in 1998, has more than 85 global marquee customers and 23,000-plus CX experts that service client processes from 23 delivery centers around the world. NICE, based in New Jersey, is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center.

Author Information

Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.

At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.


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