Medallia is Platform of Choice for Jewelry Brand Uncommon James
Global CX and employee experience (EX) solutions provider Medallia has been chosen as the experience management platform for Uncommon James, the jewelry and home goods brand founded by TV personality and fashion entrepreneur Kristin Cavallari.
Since its founding in 2017, Nashville, Tennessee-based Uncommon James has steadily expanded its product offerings, in the process gaining a fair amount of media attention and a sizable social following. Gabe Benavides, executive vice president of sales at Medallia, says the company will help Uncommon James deliver world-class experiences.
“With customers and employees engaging in new ways, leading organizations recognize that experience has become a critical foundation for business success,” Benavides remarks. “To stay ahead of changing market conditions and rising expectations, brands must understand their customers and employees across every touchpoint and act quickly to deliver exceptional experiences.”
Medallia, headquartered in San Francisco, is a pioneer and major provider in the field of customer, employee, citizen, and patient experience. Its Medallia Experience Cloud platform captures billions of experience signals across voice, video, digital, IoT, social media, and corporate-messaging interactions and tools. The company uses proprietary artificial intelligence (AI) and machine learning (ML) technology to reveal predictive insights that drive business actions and outcomes.
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ASAPP OXP Opportunity Engine and ASAPP Data Warehouse See First Launch at Tandia
After more than two years of collaboration, two Canadian financial services organizations are finally presenting the fruits of their labor: Ontario, Canada’s Tandia Financial Credit Union will become the first organization to roll out the new platform features of fellow Canadian omnichannel experience provider ASAPP, aimed at helping credit unions transform data sources into tangible business prospects.
The launch of ASAPP OXP Opportunity Engine and ASAPP Data Warehouse marks the culmination of efforts by Tandia and ASAPP to achieve member engagement capabilities across omnichannel touchpoints served by Canadian credit unions.
The new ASAPP Data Warehouse will utilize daily feeds of core banking data to generate opportunity flags and aggregate totals for different product types. It will also maintain a history of account and member-level data points, allowing users to capture trends over time. The data can then be used through the ASAPP OXP Opportunity Engine to enable sales and support staff to quickly generate opportunities for existing members, or to identify concerns for follow-up by leveraging more than 30 aggregate totals, 20 member-level flags, 40 member-level attributes, and 35 product-level attributes.
“The components of ASAPP OXP Data Junction are foundational to seeing our 2022 / 2023 vision through,” says Steven Sauve, chief product officer at ASAPP. “This foundation will allow ASAPP to provide Canadian credit unions with the capabilities to generate and deploy offers for instant fulfillment within digital banking channels, allowing them to better serve their members and compete with fintech direct-to-consumer solutions in the marketplace today.”
The ASAPP Data Warehouse and ASAPP OXP Opportunity Engine will be made available to client-partners licensing ASAPP OXP Engagement feature sets this fall.
NICE to Streamline Contact Center Operations at Australia’s Scope
NICE, the New Jersey-based provider of an artificial intelligence (AI)-powered self-service and agent-assisted CX software for the contact center, has been selected by Scope, one of Australia’s largest providers of disability support services, to help streamline its contact center operations and better support clients in the Australian states of Victoria and New South Wales.
Scope has more than 70 years of experience supporting people with physical, intellectual, and multiple disabilities and developmental delays. To keep pace with changing industry needs and requirements, Scope needed to upgrade its system to a centralized solution that could provide more consistent call management.
Implementing the NICE CXone platform will provide Scope with a solution underpinned by omnichannel capabilities and able to scale and expand with the business into the future. And with CXone, Scope can intelligently meet customers at any point in their journey, enable resolution through data-driven self-service, and arm agents with tools to create a personalized, efficient resolution for any needs event.
Glenn Rao, project manager at Scope, says Scope is in the midst of a once-in-a-generation, sector-wide transformation, which presents the company with an opportunity to recalibrate as a business and put client choice and control at its heart. “Scope identified NICE CXone as its ideal solution, as it offered more features, functionality, and call recording capabilities,” Rao remarks. “CXone also lets Scope more easily manage and train staff, which in turn lets the company better support its most vulnerable customers.”
SIS is Choice of LONG Building Technologies
Building integrator LONG Building Technologies has selected project and industry solutions provider SIS and its Construct 365 Solution Suite, together with the Microsoft Dynamics 365 ERP and CRM platform, for its digital transformation and to secure growth. The SIS cloud-based solution, built for Microsoft Dynamics 365, will also provide LONG with a flexible and robust connected system.
Pandora Dyer, chief financial officer (CFO) at LONG Building Technologies, says the company had been looking for a solution to prepare it for the future. “After a lengthy selection process, LONG chose Microsoft Dynamics 365 and SIS Construct 365 as the right solution and team for our business needs. We feel confident in our choice…for our digital transformation,” Dyer notes.
LONG Building Technologies is one of the largest building integrators in the Western US, providing products and services in building automation, HVAC equipment, mechanical service, security solutions, and parts.
For its part, Duluth, Georgia-based SIS is a major implementer of enterprise resource planning (ERP) and customer relationship management (CRM) solutions for specialty contractors and professional service firms. Its Construct 365 is a full suite of solutions built on and powered by Microsoft Dynamics 365, designed for project- and service-driven industries to better manage the complexities of project accounting and project management.
RingCentral to Support Service and Mobility Needs of Ryder
RingCentral, the Belmont, California-based provider of global enterprise cloud communications and contact center solutions, has been selected by Ryder System, the transportation and logistics company headquartered in Miami and known for its fleet of commercial rental trucks, to support the business communication needs of Ryder fleet maintenance and rental locations.
With nearly 800 locations nationally, Ryder will use the RingCentral MVP—Message, Video, Phone—solution to unify operations to a large number of facilities, which will allow Ryder representatives to operate from any place. Ryder will also use RingCentral Contact Center to power customer support for Ryder Last Mile, its customizable, multi-tiered delivery solution for big and bulky goods across the US and Canada. Overall, the RingCentral platform will allow each Ryder location to configure systems and route calls more easily to specific branch sites, in the hope of enhancing CX.
“With RingCentral, we ensure customers reach the person they are trying to get hold of,” says David Bartos, senior telecom manager for Ryder. “It provides for a much more streamlined customer experience, and the mobility it offers helps keep our teams connected, even when they’re on the go.”
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.
