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.
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.
For VoiceFoundry – Kimberley Drobny, 918-858-6421, firstname.lastname@example.org
For SMG – Paul Arnhold, 816-448-4517, email@example.com
VoiceFoundry Website Link – https://voicefoundry.com/what-we-do/smg-agenttrack/
VoiceFoundry, a specialist in the design and delivery of solutions for Amazon Connect
Tulsa 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.
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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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.
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.
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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.
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…)
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…)