The Futurum Group's Statement on Israel

Customer Wins for Edify, mParticle, MoEngage, Informatica, and Freshworks

Partners Include a European Telecom Provider, Recipe Unlimited, Alsaif Gallery, La Trobe University, and Databricks

CX customer wins and case studies

Edify Signs 45,000-User Deal in Europe

CX company Edify recently completed a substantive call center and unified communications (UC) deal in which its new customer, a European telecom provider, will begin implementing the Edify platform for 45,000 call center agents.

Information on both the size of the deal and the identity of the European provider was not disclosed, but Cameron Weeks, co-founder and CEO of Edify, says the company was selected because its platform lives actively in multiple public clouds simultaneously while also offering a unique user experience (UX). That experience puts the interaction channel between call center agents and customers in one window alongside built-in artificial intelligence (AI), no-code workflows, coaching, recording, reporting, and UC capabilities—all functionality united within a single, cloud-native software solution.

Blair Pleasant, president and principal analyst at  COMMFusion, an independent consulting firm, says she has watched Edify closely from the beginning as it introduced a new approach to business communication with a single platform for contact center and UC, priced in a way that makes it easier for enterprises to manage. “This deal signifies that even the largest, most mission-critical environments are ready to evolve the way they interact with customers and with each other internally. It also validates Edify’s strategy of delivering a cloud-native global platform at significant scale.”

mParticle to Deploy CDP for Canada’s Recipe Unlimited

mParticle, the New York City-based customer data platform (CDP) company, is providing the cross-channel foundation for the digital transformation strategy of Recipe Unlimited, Canada’s largest full-service restaurant company.

By implementing mParticle’s customer data infrastructure for its restaurant portfolio, Recipe Unlimited and its restaurant brands can streamline customer data sets, enhance data privacy and security, and deploy insights aimed at delivering personalized and best-in-class omnichannel experiences. For its part, mParticle will provide Recipe with the data infrastructure to manage customer databases, including issues related to privacy and security. With first-party data available via the mParticle interface, Recipe’s restaurant brands can access the data they need and connect it to digital advertising platforms and customer service platforms without engineering support. Marketing teams using Recipe can use quality datasets to deliver a more holistic CX while increasing organizational efficiency.

Founded in 1883, Recipe Unlimited franchises and operates some of the most recognized restaurant brands in Canada, including Swiss Chalet, Harvey’s, and St-Hubert. At the end of June 2022, it had 20 brands and 1,223 restaurants in Canada, the US, Saudi Arabia, India, and the United Arab Emirates (UAE).

MoEngage Teams Up with Appliances Retailer Alsaif Gallery in Saudi Arabia

MoEngage, the San Francisco-based omnichannel marketing automation platform provider, is driving initiatives in personalized engagement and customer retention at Alsaif Gallery, a leading kitchen appliances retailer in Saudi Arabia.

Related Article: Companies Join Forces to Partner on CX Initiatives; see item on
The Azadea Group

Founded in 2006 as a traditional offline retailer, Alsaif Gallery started its e-commerce business only in 2017 but has since reported vigorous growth on its e-commerce and mobile app fronts. Desiring a new level of success, the retailer thought of deploying its rich trove of customer data to provide highly personalized CX, using critical insights and analytics to showcase appliances based on customer preferences. Alsaif Gallery also wanted to increase customer retention, which stood at more than 40% at the end of 2022.

In implementing MoEngage, Alsaif Gallery hopes to use the platform’s analytics suite and insights-led personalization and engagement features to drive campaigns. The retailer is also counting on MoEngage segmentation attributes to increase and enhance customer retention. Present in 35 countries, MoEngage counts more than 1,200 consumer brands as clients. In the Middle East, MoEngage is a partner to many prominent organizations in the region, such as the Commercial Bank of Dubai, the Azadea Group, and Mashreq Bank.

Informatica to Enhance Student Management at Australia’s La Trobe University

Informatica, the cloud data-management provider headquartered in Redwood City, California, will implement Customer 360, its AI-powered cloud-native software as a service (SaaS) solution to enhance student lifecycle management at La Trobe University, a public research university in Melbourne, Australia, with a student population of close to 40,000.  

Related Article: Customer Wins for Workday, Informatica, SAS, Freshworks, and Five9

Delivered on Informatica’s Intelligent Data Management Cloud (IDMC) platform, Customer 360 will allow La Trobe University to manage and govern data sets related to each student record, enabling the university to leverage trusted data across the school system to create personalized and targeted communications relevant to individual student needs and to increase further engagement with each student.

The project will be implemented in phases starting with enabling a 360-degree view of student data, followed by the installation of Reference 360 to manage reference data and ensure data governance for adherence and compliance. The overall implementation will leverage the IDMC platform for data democratization across the organization.

Freshworks Empowers Databricks to Deliver Enhanced EX

Employee experience (EX) and CX software provider Freshworks is helping fast-growth data and AI startup Databricks to support the tripling of its IT workforce, aimed at servicing more than 4,000 Databricks employees. Freshservice, the IT platform of Freshworks, plays a critical role in the new-hire onboarding and ongoing employee engagement support of Databricks, helping employees make the most of their work software.

Databricks deployed Freshservice in 2021 for the IT team to manage internal ticketing and employee IT requests. Freshservice automates responses for common inquiries so that IT professionals can shift their focus towards scaling their service management. Following a successful team-up, Databricks expanded its Freshservice deployment to provide enterprise service management (ESM) support within HR, legal, security, and other departments, enabling more efficient processes across departments within the company.

For companies with ambitious hiring plans, utilizing intuitive and easy-to-use software is imperative to recruiting and keeping employees happy, according to Freshworks. The recent findings from State of Workplace Technology, a Freshworks report, underscore deep employee frustration with workplace software, highlighting even more the need for simple, intuitive software to engage employees and IT professionals alike while also achieving fast time-to-value.

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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