News

VoiceFoundry and SMG Leverage Amazon Connect for New Self-Serve Contact Center Feedback and Measurement Application June 25, 2019 by voicefoundrykimberley Under: Press Releases

June 25, 2019 (Tulsa, Okla.) — VoiceFoundry, an SDP-accredited Amazon Connect consulting partner and reseller and provider of enterprise cloud-based contact center solutions with a unique focus on customer engagement, today announced with Service Management Group (SMG), a global customer experience management firm, the release of VoiceFoundry Post-Call Survey powered by SMG AgentTrack for Amazon Connect.  The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction.

The Post-Call Survey application offers a simple, self-serve survey interface that makes building and deploying new surveys quick and easy. Amazon Connect administrators are able to download the application from Amazon Web Services (AWS) Marketplace, select the questions for the survey from a list of questions specific to the live agent or IVR experience and then launch the survey to specific applications within the contact center.

Once the survey has been created, users are able to invite customers to the survey immediately after their experience. Those survey results are reported and delivered to the center—helping supervisors identify coaching opportunities, focus improvement efforts and track performance over time.

This collaboration provides Amazon Connect customers with an unparalleled customer feedback solution,” said SMG Vice President of Product Management Bennett Gamel. “The ability to build custom surveys and assess each interaction makes it possible for brands to learn from their successes and missteps and facilitate smart changes that improve business.”

At VoiceFoundry, we continue to work alongside great partners like SMG to provide innovative, customer-focused solutions designed to help drive excellence in the customer experience,” said VoiceFoundry Vice President of Software Engineering Chris Autrey. “We are devoted to developing and growing our business around the Amazon Connect ecosystem. Our passion lies in delivering one of the best customer experiences, mixed with the right partnerships that fuel our ability to provide best-in-class contact center solutions.”

The VoiceFoundry Post-Call Survey powered by SMG AgentTrack for Amazon Connect is now available on AWS Marketplace. 

About VoiceFoundry

VoiceFoundry is passionate about customer experience. We specialize in the delivery of cloud-based enterprise contact center solutions and are uniquely focused on helping businesses improve customer engagement, while maximizing the benefits of the cloud. Our expertise is focused on AI & natural language automation, CTI, enterprise integration, user experience design, analytics and workforce optimization. With a relentless pursuit of customer success, our team strives to disprove the notion that software projects have to be painful – and that technology must hurt to work. For more information, visit us at www.voicefoundry.com. You can learn more about Amazon Connect by visiting https://aws.amazon.com/connect

About Service Management Group

SMG inspires experiences that improve people’s lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services—making it easier to collect, analyze, and share feedback and behavioral data across the enterprise. To learn more about our customer experience management, employee experience, and brand research solutions, visit www.smg.com.

Contact Information:

For VoiceFoundry – Kimberley Drobny, 918-858-6421,  kimberley.drobny@voicefoundry.com

For SMG – Paul Arnhold, 816-448-4517, parnhold@smg.com

PRWeb Link – https://www.prweb.com/releases/voicefoundry_and_smg_leverage_amazon_connect_for_new_self_serve_contact_center_feedback_and_measurement_application/prweb16401353.htm

VoiceFoundry Website Link – https://voicefoundry.com/what-we-do/smg-agenttrack/

 

VoiceFoundry Appointed Service Delivery Partner for Amazon Connect May 20, 2019 by Hannah Powter Under: News, Press Releases

Sydney, Australia – May 20, 2019 – VoiceFoundry are a global provider of enterprise cloud-based contact centre solutions and authorised Amazon Connect reseller partner leveraging Amazon Web Services (AWS). VoiceFoundry have just announced the achievement of AWS Service Delivery designation for Amazon Connect. This recognises their achievements in deploying contact centre solutions leveraging the power of Amazon Connect to deliver exceptional customer experiences.

 

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VoiceFoundry Achieves Amazon Connect Service Delivery Designation May 17, 2019 by voicefoundrykimberley Under: Press Releases

VoiceFoundry, a specialist in the design and delivery of solutions for Amazon Connect

Service DeliveryTulsa OK – May 17, 2019 – VoiceFoundry, a global provider of enterprise cloud-based contact center solutions leveraging Amazon Web Services (AWS), and authorized Amazon Connect reseller partner, announced today that it has achieved the AWS Service Delivery designation for Amazon Connect, recognizing VoiceFoundry’s achievements in deploying contact center solutions leveraging the power of Amazon Connect to deliver exceptional customer experiences.

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VoiceFoundry Mentors RMIT Students to Win Computer Science Award Employing Lex Chatbots & Amazon Connect January 23, 2019 by Hannah Powter Under: Blog, News

It’s no secret that universities have a constant battle keeping their curriculums up-to-date with the fast-paced development of artificial intelligence (AI) and automation. Royal Melbourne Institute of Technology (RMIT) is disrupting this institutional norm by preparing their students for working life through company mentorship programs. Companies such as VoiceFoundry, who develop innovative Contact Centre technologies for enterprise, are working with students in Computer Science degrees to develop innovative and real-world business solutions. More businesses are looking for novel ways to engage their customers and deliver better service. Graduates entering the workforce who can demonstrate technology skills in Automation and AI are undoubtedly valued. VoiceFoundry are proud to be a part of the development of these skills.

 

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Advancing Amazon Connect Implementation Success Globally October 24, 2018 by Hannah Powter Under: News, Press Releases

VoiceFoundry, leading consulting services partner for Amazon Connect, expanding into the United Kingdom

Nottingham, United Kingdom – 24 October 2018 – VoiceFoundry, a principal provider of enterprise cloud-based contact centre solutions with a unique focus on customer experience and automation in North America, Australia and New Zealand, today announced that it is expanding consulting services for Amazon Connect to the United Kingdom.

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Advancing Amazon Connect Implementation Success October 23, 2018 by VoiceFoundry Under: Press Releases

VoiceFoundry, leading consulting services provider for Amazon Connect, expanding into the United Kingdom

Nottingham, United Kingdom– 23 October 2018 – VoiceFoundry, a principal provider of enterprise cloud-based contact center solutions with a unique focus on customer experience and automation in North America, Australia and New Zealand, today announced that it is expanding consulting services for Amazon Connect to the United Kingdom.

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VoiceFoundry Achieves Advanced Consulting Partner Status in the Amazon Web Services Partner Network October 9, 2018 by VoiceFoundry Under: Press Releases

AWS Partner Network - Advanced Consulting Partner
VoiceFoundry, a leading consulting services provider for Amazon Connect has achieved APN Advanced Consulting Partner Status

Tulsa, Oklahoma– 9 October 2018 – VoiceFoundry, a principal provider of enterprise cloud-based contact center solutions with a specialized focus on customer experience and automation, today announced its achievement of Advanced Consulting Partner status in the Amazon Web Services (AWS) Partner Network (APN) for the delivery of services in support of Amazon Connect and other AWS services.

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VoiceFoundry Expands Global Deployment of Amazon Connect Services May 14, 2018 by VoiceFoundry Under: Press Releases

Contact Center leader provides consulting and best practice support for customers looking to migrate to Amazon Connect in ANZ

Sydney, Australia – 15 May 2018 – VoiceFoundry, a principal provider of enterprise cloud-based contact center solutions with a unique focus on customer experience and automation in North America, today announced that it is expanding services for Amazon Connect to Australian and New Zealand businesses.

VoiceFoundry offers a deep legacy of knowledge around Contact Centers, including how they function and operate, and an in-depth understanding of the major technology platforms currently driving Contact Center operations. With over 100+ years of cumulative experience delivering exceptional contact center solutions, VoiceFoundry brings experienced professionals including solutions consultants, application developers, technical architects and AWS certified engineers across North America, UK and APAC.

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Scalability Means Connecting Heroes Faster January 9, 2018 by Jennifer Grewal Under: Blog, News

 

AWS, Red Cross, VoiceFoundry logosVoiceFoundry happily assisted the American Red Cross and Amazon Web Services during the disastrous Hurricane Harvey. Because of the scale of the damage and the limited amount of available assistance, The Red Cross, as large an organization as they are, had to call in for back up. They engaged us, VoiceFoundry, to implement Amazon Connect and provide a self-service, cloud based contact center. Within 48 hours, the new call center was up and running, and heroes were being connected to people in need from three hurricanes that had developed by that time. Continue reading about how The Red Cross, AWS, and VoiceFoundry all played a vital role in this execution.

 

VoiceFoundry partners with ServiceNow November 28, 2017 by Jennifer Grewal Under: Press Releases

Tulsa, Oklahoma – November 21, 2017 – VoiceFoundry, a provider of enterprise cloud-based contact center solutions with a unique focus on customer engagement, today announced the release of a CTI Connector, offering advanced integration between Amazon Connect and ServiceNow®. The CTI Connector has been certified by ServiceNow signifying that VoiceFoundry has successfully completed a set of defined testing focused on integration and interoperability, security and performance.  This certification ensures that best practices are utilized in the design and implementation of the VoiceFoundry CTI Connector application.

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VoiceFoundry Partners with Freshdesk March 29, 2017 by VoiceFoundry Under: Press Releases

Delivering seamless customer support with Freshdesk help desk solutions

Tulsa, Oklahoma – March 29, 2017 – VoiceFoundry, a provider of enterprise cloud-based contact center solutions with a unique focus on customer engagement, today announced joining the Freshdesk Marketplace ecosystem as a new partner to deliver a CTI Connector to link voice calls to the Freshdesk help desk ticketing solution for Amazon Connect. Freshdesk, a leading provider of cloud-based customer engagement software, recently launched the Freshdesk Marketplace to create a powerful and innovative ecosystem for customers, developers and partners.

Based on the Amazon Connect platform, the CTI connector enables companies to quickly and cost-effectively integrate VoiceFoundry voice solutions and Freshdesk support ticketing systems, giving contact center agents the information they need to provide an exceptional experience on each and every call. Agents can instantly view caller information using a CTI screen pop – with contact info, service history, ticket ID or simply to open up a new ticket. This functionality allows agents to quickly resolve customer issues as a result of having access to customer data without the need to re-request information from the customer. (more…)

VoiceFoundry joins AWS Partner Network March 28, 2017 by VoiceFoundry Under: Press Releases

Specialized Voice Provider to deliver expert solutions for Amazon Connect

Tulsa, Oklahoma – March 28, 2017 – VoiceFoundry, a principal provider of enterprise cloud-based contact center solutions with a unique focus on customer engagement, today announced that it is joining the AWS Partner Network (APN) and will be one of the first APN partners to support Amazon Connect. Amazon Connect is a new cloud-based contact center service from Amazon Web Services (AWS). VoiceFoundry is a Waterfield company.

Based on Amazon’s customer service system, Amazon Connect enables customers to quickly set up and manage a contact center solution leveraging the benefits of the Amazon Cloud for that reliability, scalability and attractive pricing models. The offering integrates with customer existing data sets to deliver exceptional customer experiences that are tailored based on their specific requirements and can dynamically change based on past and current interactions. (more…)