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CX Wins by Amdocs, Perficient, Tattle, Semos Cloud, and Calabrio

Partners Include Globe Telecom, Sunbelt Rentals, Voodoo Doughnut, Marelli, and Ascensos

CX Wins by Amdocs, Perficient, Tattle, Semos Cloud, and Calabrio

Amdocs Partners with Globe Telecom in the Philippines

Software and services provider Amdocs is expanding its partnership with Globe Telecom, a leading digital solutions provider in the Philippines. Under a multi-year managed services agreement, Amdocs will deploy its new AI-powered cloud management platform in a new service model that remakes IT operations into a key enabler of business growth.

The new model aligning IT operations and business goals is a departure from the conventional approach of treating operational excellence and business growth as separate entities, each gauged by its own key performance indicators (KPIs) and objectives. With the new model, however, operational excellence and business success will be measured using the same metrics and KPIs, promoting comprehensive accountability throughout the entire process, according to Amdocs.
Part of the project also calls for Amdocs to elevate Globe’s cloud maturity and manage cloud operations from design to production, adding scalability, efficiency, and cost-effectiveness to Globe’s systems.

Related Article: Amdocs Wins String of Awards and Industry Recognition

Raul Macatangay, Globe’s chief Information officer, says the collaboration with Amdocs will enable the company to provide even more value to Globe customers. “We are committed to empowering Filipinos to unlock the immense potential of digital transformation in the Philippines,” Macatangay declares. “By transforming our IT and cloud operations, we will continue to prioritize customer centricity and consistently deliver exceptional experiences.”

Anthony Goonetilleke, group president of technology and head of strategy at Amdocs, says the new service model will ensure successful business outcomes and customer journey experiences. “This transition from Globe’s current IT-focused operations to a business-driven approach will enable end-to-end accountability and improve business and operational mapping.”

Founded in Israel and currently headquartered in Chesterfield, Missouri, Amdocs specializes in software and services for communications, media, financial services providers, and digital enterprises. Globe Telecom is a major provider of telecommunications services in the Philippines and is also its largest mobile network operator.

Perficient Helps Sunbelt Rentals Implement Scalable Solution

Perficient, the St. Louis, Missouri-based business management consultancy and purveyor of digital transformation solutions, is celebrating the successful implementation of Adobe CX solutions at Sunbelt Rentals, the equipment rental company headquartered in Fort Mill, South Carolina.

Perficient helped Sunbelt Rentals develop a scalable solution that included Adobe Commerce and Marketo Engage to collect and analyze data in real time, as well as to bring marketing campaigns to life quickly and to deliver tailored content to customers at the right time.

With a network spanning more than 1,200 locations, a portfolio counting in excess of 550,000 pieces of equipment and tools, and customers from various industries and touchpoints, Sunbelt had been searching for a dynamic solution to scale with its expansion and integrate seamlessly with existing tools and platforms. “Perficient worked in lockstep with us to strengthen our operations,” says Ronald Gaines, Sunbelt Rentals marketing automation manager.

By deploying the Adobe solutions, Sunbelt Rentals transformed its CX and work management processes, resulting in increased conversion rates for abandoned carts and a projected rise in revenue for the year. And for the successful implementation of Adobe solutions at Sunbelt Rentals, Adobe honored Perficient with the 2023 Adobe Experience Maker Award in the “Engager” category.

“What an honor to be recognized by Adobe for our work with Sunbelt Rentals,” says Ed Hoffman, vice president at Perficient. “By harnessing the power of Adobe’s marketing automation and ecommerce technology, we were able to create an integrated solution with Sunbelt Rentals that drove immediate results, ROI, and revenue by delivering highly relevant and actionable content to customers when and where they need it. We’re proud to be the implementation partner for this award-winning solution.”

Tattle to Help Voodoo Doughnut Elevate the Guest Experience

Customer feedback platform provider Tattle is teaming up with Voodoo Doughnut to measure guest sentiment and elevate the CX at the counter-serve bakeshop chain. With the partnership, Voodoo Doughnut will be able to collect direct, private guest feedback through Tattle’s automated survey emails following guest transactions.

Built with an open application programming interface (API) that simplifies the guest feedback process, Tattle uses real-time feedback from customers to improve the CX in restaurants and hospitality operations, made possible by an AI-driven, customer feedback technology platform. In Tattle’s surveys, operational categories like food quality, hospitality, accuracy, and speed of services are broken down into underlying factors, such as temperature, texture, and greetings. As a result, Voodoo Doughnut teams can identify areas of opportunity with the highest impact to improve guest satisfaction for a location or the brand. Conversely, Tattle can identify the factors that negatively impact an operational category. Tattle also uses AI to recommend monthly objectives for each location with the greatest likelihood of boosting guest satisfaction.

Related Article: Customer Wins for Tattle, NTT Data, Appier Group, 8×8, and Sprinklr

“Delivering best-in-class customer service is the core focus of Voodoo Doughnut,” says Chris Schulz, CEO of Voodoo Doughnut. “Tattle has become an invaluable tool, empowering our team with valuable insight and actionable steps to accomplish precisely that. It has truly been a game-changer for us.’’

Semos Cloud Implements Rewards Solution at Marelli

Semos Cloud, the Lewisville, Texas-based provider of HR technology, says it has successfully implemented its JobPts reward and recognition (R&R) program at Marelli, a leading independent supplier to the automotive sector. As part of Marelli’s ongoing commitment to cultivate employee loyalty and recognize their success, the firm decided to introduce its latest R&R program to more than 10,000 Marelli employees spread across 19 countries. Marelli chose JobPts to help address its key concerns of employee engagement and the retention of a multilingual global workforce.

Marelli now delivers two kinds of R&R programs to its employees: a non-monetary and a monetary program. The anticipated outcomes include extended employee tenure, increased productivity, enhanced engagement, and overall improvements in workforce efficiency and organizational profitability.

Vinita Shrivastava, vice president of global talent management and organization development of Marelli, says the partnership was fruitful. “Semos was the right player to support us in building a new Rewards and Recognition program,” Shrivastava says. “Semos Cloud’s team has closely collaborated with our team and has met our expectations in delivering a seamless and effective solution that will continue to enhance our company culture and motivate our team to achieve even greater success.”

Calabrio Helps Ascensos Achieve Significant Resource Planning Efficiencies

Workforce management (WFM) software maker Calabrio is transforming resource planning efficiency at customer service outsourcing company Ascensos, saving the company 375 hours every week—the equivalent of 13 full-time employees—while dramatically boosting staff engagement through self-service. Ascensos uses ONE, the automated WFM technology, to schedule 2,500 agents at seven contact center locations in the UK, Romania, Turkey, and South Africa, with agents handling 170,000 contacts on average every week.

A leading European contact center outsourcer in consumer retail, Scotland-based Ascensos had been looking for a more efficient way to schedule its growing workforce and selected Calabrio ONE, primarily for ease of use and scalability as well to eliminate time-consuming manual processes.
Using Calabrio’s self-service app, Ascensos agents schedule on average 4,700 breaks and 1,100 holiday requests, while team managers utilize the WFM software to arrange 1,700 offline activities, including meetings, one-on-one sessions, and so called “return to work” coaching following a parental leave or a career change among employees.

Paul Pearson, head of resource planning at Ascensos, says the company has seen increased operational efficiencies and dramatic improvements in employee engagement, thanks to the flexibility of the Calabrio ONE solution. Ascensos estimates that three minutes have been shaved from each action using Calabrio WFM technology, equating to 22,500 minutes or 375 hours saved—extra time that agents could devote to improving customer service.

Dave Orstad, senior vice president of professional services and support at Calabrio, notes that flexible workforce solutions are an absolute must-have for outsourcers like Ascensos, “Our true cloud technology is designed to tackle the major challenges that contact centers face today, including the rising demand for multi-channel service and hybrid working models,” Orstad remarks. “Meanwhile, our collaborative approach to working with partners guarantees that Ascensos will always benefit from the latest technological innovations that flex as their business grows.”

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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