Most people dread calling their airline, bank, insurance company or other customer service lines only to go through a litany of “press one for…” prompts before hanging up in frustration – often without getting their questions answered or grievances resolved.
Enter VoiceFoundry, which is banking on organizations placing increasing value on their customer experiences.
The Amazon Web Services Advanced Consulting Partner’s entire business is focused on Amazon Connect — AWS’ cloud-based contact center for voice and chat that’s designed to help companies improve customer engagement at lower costs — and the services that orbit it.
“Think of Connect as the sun, and Earth, Venus and Mars are like Lex and Polly and Lambda and SageMaker and other things that make the whole experience more impactful,” VoiceFoundry CEO John Marino said, referring to AWS services for building conversation bots, text-to-speech, serverless compute and machine learning services. “But Connect is the sun to every engagement we do.”
AWS launched Amazon Connect – which is used by Amazon.com’s online retail site – in early 2017. Tulsa, Okla.-based VoiceFoundry launched alongside its release at the Enterprise Connect show, backed by 20-plus years of contact center expertise as part Waterfield Technologies’ portfolio of companies.
“We thought, wow, if (AWS is) going to get in this industry, this is going to be very disruptive…and having focused attention around it – given that the technicians and the skills level is really quite different than anything our industry has seen — was going to be paramount to driving customer focus and success,” Marino said. “Most consumers’ perspective is I hate calling customer service, I hate the IVRs (interactive voice responses) — the ‘press one, press two, press three’ things — it’s just a bad experience,” Marino said. “Nobody’s like, ‘Oh, sweet, I can’t wait to call.’ It’s usually painful, and they dread it.”
Customer contact centers are primed for technology and cost improvements given the dated nature of old models from legacy companies, according to Marino.
“Now we have the opportunity to have a whole toolbox that I think is really a difference-maker in our industry. We’re seeing major enterprises starved for a change really embrace it, candidly, much faster than I ever thought they would. Just being able to connect to people through a phone line isn’t where the bar of success is anymore. The bar of success is now, ‘Have I made my life better as a consumer? Am I doing things differently as a consumer?’ Our belief is that those consumers will stay with the businesses more because they appreciate that. You see it at Southwest Airlines, you see it at…Nordstrom, you see it at Zappos.”
Contact centers are being “radically reshaped” by cloud technologies as enterprises shift from deploying on-premise contact center agents to cloud agents, according to a Synergy Research Group report released last week. Cloud agents have passed the 5 million mark, but they’ve penetrated just 18 percent of the total contact center market, demonstrating its strong growth potential, it said.
“The total number of contact center agents is growing by five percent per year, due to the combination of the high-growth cloud segment and the premise-based segment which is still growing, albeit only marginally,” the report states. “In part due to its acquisition of BroadSoft, Cisco is the first vendor to have over a million cloud agents and is now the market leader in that segment, followed by NICE, Genesys, Enghouse and Five9. The lead vendors in the premise-based segment are Avaya, Cisco and NEC.”
VoiceFoundry has seen 400 percent to 600 percent year-over-year growth in its Amazon Connect business since its launch, with satellite offices in Singapore, Sydney and London. Agero, American Red Cross, AWS HR Services and Kemper Financial are among its Amazon Connect customers in addition to top U.S. banks.
Amazon Connect, which provides a single unified contact center for voice and web and mobile chat capabilities, is managed as a service with pay-by-the-minute usage fees. It leverages AWS artificial intelligence (AI) services to automate interactions, use text-to-speech to create personalized messages in real time, transcribe calls, show caller sentiment in real-time and analyze customer data.
AWS CEO Andy Jassy, in an interview with CRN last year, highlighted Amazon Connect as one of the areas in which the cloud provider plans big technology investments this year. AWS last month announced Contact Lens for Amazon Connect, a new analytics capability powered by machine learning that makes it easier for organizations to identify customer issues and trends, search call and chat transcripts and improve their agents’ performances.
“One of the things I’m most excited about is that with AWS, we’re going to have ready access to a whole fleet of AI and machine learning technologies,” Marino said. “Even if you take some of the neural-like versions of Lex that are coming out that make automated, synthesized speech sound better than human speech — to be able to use those to drive differentiated experiences might make me less dread calling the bank.”
While Amazon Connect likely won’t stop companies from outsourcing their customer service outside the United States to call centers in India or elsewhere, it has a “very real play there,” according to Marino.
“Connect is tied in because AWS’ global presence, in many ways, is important to these big enterprises that do outsource to big BPOs (business process outsourcers),” he said. “If their agents are in the Philippines or Bangalore or wherever they are, being able to easily route calls between international geographies is immensely important.”
Author Credit: Donna Goodison, CRN
VoiceFoundry’s customers benefit from the power of Salesforce with contact center solutions
Tulsa, Okla. January 16, 2020 – VoiceFoundry, a global provider of enterprise, cloud-based contact center solutions leveraging Amazon Web Services (AWS) and an authorized Amazon Connect reseller partner, announced today that it has launched its Consultant Listing on Salesforce AppExchange, empowering customers to connect with the right Salesforce-accredited consulting professional for their specific business needs. VoiceFoundry has a deep understanding of the contact center and specializes in the design and delivery of Salesforce integration practices to deliver a powerful customer experience.
VoiceFoundry’s Consultant Listing is available through Consultants on AppExchange – a destination within AppExchange tailored for customers looking for deep Salesforce knowledge and specific industry expertise. Using the new Consultant Finder feature, the best experts available can be quickly identified to solve individual business challenges from an inventory of more than 1000 consulting firms. Customers can select professionals based on their expertise, location, company size and consumer reviews, insights all powered by thousands of projects performed by over 65,000 accredited consultants.
You can find VoiceFoundry’s Consultant Listing on the Salesforce AppExchange.
VoiceFoundry specializes in the design, integration and implementation services to support customers using Amazon Connect. With over 100+ years of cumulative experience delivering exceptional contact center solutions and a rapidly expanding global presence, VoiceFoundry makes it easy to quickly and effectively integrate Salesforce with existing contact center technology in order to drive a seamless customer experience across business platforms.
“We are passionate about helping businesses deliver better customer service through the use of tools and software like Salesforce. VoiceFoundry is proud to be listed as a consultant on AppExchange and believes it further demonstrates our continued investment and proficiency around deploying the best solutions for our customers,” says Lynn Teague, VP Sales, VoiceFoundry.
About Salesforce AppExchange
Salesforce AppExchange, the world’s leading enterprise cloud marketplace, empowers companies to sell, service, market and engage in entirely new ways. With more than 5,000 listings, 7 million customer installs and 90,000 peer reviews, it is the most comprehensive source of cloud, mobile, social, IoT, analytics and artificial intelligence technologies for businesses.
- Like Salesforce on Facebook: http://www.facebook.com/salesforce
- Follow Salesforce on Twitter: https://twitter.com/salesforce
- Become a fan of VoiceFoundry: http://linkedin.com/voicefoundry
- Follow VoiceFoundry on Twitter: http://twitter.com/voicefoundry
Salesforce AppExchange and others are among the trademarks of salesforce.com, Inc.
VoiceFoundry is passionate about customer experience. We specialize in the delivery of Amazon Web Services (AWS) 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, and workforce management and optimization. For more information, visit us at voicefoundry.com
Combination of VoiceFoundry’s deep customer journey design expertise with Cyara’s testing and assurance capabilities ensures smooth migration and optimum CX design
REDWOOD CITY, Calif., December 19, 2019 – Cyara, the leading automated customer-experience (CX) assurance platform provider, and VoiceFoundry, an AWS Advanced Consulting Partner, announced a partnership to deliver a comprehensive set of professional services and automation technologies that streamline and improve the process of migrating on-premise contact centers to the cloud-based Amazon Connect platform.
The combination of VoiceFoundry and Cyara ensures high quality CX and accelerates migration by delivering well-designed, new customer experiences that take advantage of all the features Amazon Connect has to offer, while automating key elements of the development process to accelerate time to market.
The resulting set of services offered by these two leaders with deep Amazon Connect experience covers everything any enterprise needs to ensure a high ROI on the move to Amazon Connect: customer journey design, systems integration, automated testing, including voice quality, and assurance of ongoing excellent customer engagement experiences.
“Migrating an on-premises contact center to the cloud—especially Amazon Connect—is a great strategy for businesses of all sizes,” said Jeff Flores, VP of channels and alliances at Cyara. “VoiceFoundry understands that the migration provides a great opportunity to optimize the design of the customer experience and maximize customer satisfaction. We’re delighted to partner with VoiceFoundry to accelerate these migrations and ensure the highest possible quality CX for any organization that’s making the move.”
“VoiceFoundry is excited to partner with Cyara in order to drive a friction-less migration path to Amazon Connect. We are both passionate about creating intelligent and innovative customer experiences, leveraging Amazon Connect and related contact center solutions. Partnering allows us to provide a complete migration solution based upon our collective best practices and customer first focus,” said Lynn Teague, VP of sales at VoiceFoundry. “We continue to develop and grow our business with a strong ecosystem of partners to deliver the best Amazon Connect experience.”
VoiceFoundry is a provider of enterprise cloud-based contact center solutions with a distinct focus on customer engagement, specializing in Amazon Connect. VoiceFoundry is one of the most experienced provider of dynamic customer interactions for businesses, with over 100 years of collective contact center experience. VoiceFoundry is passionate about the customer experience and driven to ensure successful deployments of Amazon Connect for every customer. The expertise of the VoiceFoundry service delivery team is focused on AI, Natural language automation, chatbots, CTI/CRM connectivity, enterprise integration, user experience design, analytics, and workforce management/optimization.
Cyara complements the professional services offered by VoiceFoundry with a proven suite of automation tools that discovers and documents the existing interactive voice response (IVR), generates an equivalent Amazon Connect flow, tests functional integrity as well as agent voice quality, performs a pressure test of all systems, and monitors results on an ongoing basis to ensure high CX.
For more information:
- Visit the Cyara-VoiceFoundry bootcamp page
- Visit the VoiceFoundry Blog
- Read the Cyara blog about the Amazon Connect Accelerator
- Watch the Cyara Accelerator for Amazon Connect overview video
About Amazon Connect
Amazon Connect is a self-service, cloud-based contact center service from Amazon Web Services. It enables customers to quickly set up and manage a contact center solution that is reliable and highly scalable, and that can integrate with other systems via an open, highly extensible platform. Amazon Connect is used by a range of companies from global enterprises to startups and public sector organizations. Both Cyara and VoiceFoundry are members of the Amazon Web Services Partner Network, the global partner program for technology and consulting businesses that leverage Amazon Web Services to build solutions and services for customers. To learn more about Amazon Connect, visit aws.amazon.com/connect.
VoiceFoundry is passionate about customer experience. We specialize in the delivery of cloud-based enterprise contact center solutions and are distinctly 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. For more information, visit us at voicefoundry.com.
As the world’s leading CX Assurance platform provider, Cyara accelerates the delivery of flawless customer journeys across digital and voice channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands in the world trust the Cyara Platform to deliver customer smiles at scale. For more information, please visit https://www.cyara.com.
A holistic approach to customer and agent interactions, leveraging AWS services
December 5, 2019 (Tulsa, Okla.) — VoiceFoundry, a provider of enterprise cloud-based contact center solutions with a unique focus on customer engagement and SynchroNet, a pioneer in delivering virtual desktop solutions, today announced a collaborative partnership to drive a new level of customer and agent engagement. The partnership aligns two specialty Advanced Consulting Partners in the Amazon Web Services (AWS) Partner Network (APN) that have a singular focus of delivering contact center solutions based on AWS services.
This collaboration combines contact center expertise with AWS solutions to enhance the customer and agent experience. The partnership blends two critical components of the contact center together in a simple offering, enabling contact centers to quickly take advantage of AWS offerings like Amazon Connect and Amazon WorkSpaces.
SynchroNet endeavors to reinvent the way people interact with systems and applications through innovation and collaboration on the cloud. Amazon WorkSpaces is a fully managed, secure Desktop-as-a-Service (DaaS) solution. SynchroNet leverages Amazon WorkSpaces to provide access to documents, applications, and resources, anywhere, anytime on any device. The solution is designed to improve End User Computing (EUC), and the partnership with VoiceFoundry can solidify the experience while expanding offerings.
Customers today are often challenged with managing the complexity of mixed vendor environments for voice path transmission, desktop latency, version control, bandwidth management and network optimization. All are issues faced by contact centers running VoIP and thin clients concurrently, which is why the alliance of VoiceFoundry and SynchroNet makes sense. This alliance is designed to help customers to easily manage these services under a single agreement. SynchroNet’s competency around the virtual desktop allows VoiceFoundry to effectively position AWS offerings in a single solution.
“VoiceFoundry is excited about partnering with SynchroNet, a fellow APN Partner that is uniquely focused on services vital for success in the contact center, the agent desktop. Our joint offering makes it simple for customers to purchase, implement, and support both Amazon WorkSpaces and Amazon Connect under a holistic agreement rather than dealing with the complexity of multiple vendors” says Lynn Teague, VP Sales. “We are devoted to developing and growing our business around Amazon Connect. Our passion lies in delivering one of the best customer experiences, mixed with the right collaborations that can fuel our ability to provide enhanced contact center solutions.”
“What we are most excited about is working with VoiceFoundry on these types of engagements to truly benefit the customer. It allows us each to excel at what we are best at, while providing innovative and collaborative solutions that leverage the benefits of the cloud,” states SynchroNet CEO, Darin Cook. “The customer is the ultimate winner, receiving best in class solutions with enhanced implementation expertise from a partnership between customer-focused providers. It’s a win-win all around.”
VoiceFoundry is passionate about customer experience. We specialize in the delivery of Amazon Web Services (AWS) 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, and workforce management and optimization. For more information, visit us at www.voicefoundry.com. You can learn more about Amazon Connect by visiting https://aws.amazon.com/connect
SynchroNet is an AWS Advanced Consulting Partner hyper-focused on End User Compute (EUC): WorkSpaces and AppStream 2.0. SynchroNet has built out proven platforms, products and services to assist with validation, migration, automation, and ongoing operational support of the AWS EUC suite in multiple enterprise environments. They align people, process and partners with the right technology by leveraging EUC solutions and related Serverless solutions in the areas most beneficial to customers and partners globally. For more information, visit us at www.synchronet.com. You can learn more about Amazon WorkSpaces by visiting https://aws.amazon.com/workspaces.
VoiceFoundry specializes in the design and delivery of solutions for Amazon Connect
Tulsa, Okla., December 4, 2019 – VoiceFoundry, a global provider of enterprise cloud-based contact center solutions leveraging Amazon Web Services (AWS) and an authorized Amazon Connect reseller partner, announced today that it has achieved AWS Public Safety & Disaster Response Competency status. This designation recognizes VoiceFoundry’s achievements in deploying contact center solutions that utilize the power of AWS to protect the public and prepare, respond, and recover from natural or man-made emergencies and disasters.
The achievement of the AWS Public Safety & Disaster Response Competency certification differentiates VoiceFoundry as an AWS Partner Network (APN) member that demonstrates technical proficiency and proven customer success implementing workloads focused on Disaster & Public Safety Operational Tools. To receive this designation, APN Partners must possess deep AWS expertise and deliver solutions seamlessly on AWS.
“At VoiceFoundry we are relentless in helping businesses deliver better customer service in response to disaster situations through the use of tools and software from AWS. VoiceFoundry is proud to achieve AWS Public Safety & Disaster Response Competency status, and believe it further demonstrates our continued investment and proficiency around the Amazon Connect solution stack,” said Lynn Teague, Director of Business Development for VoiceFoundry.
AWS enables scalable, flexible, and cost-effective solutions from startups to global enterprises and VoiceFoundry is proud to be a part of the team. To support the seamless integration and deployment of these solutions, AWS has established the AWS Competency Program to help customers identify APN Consulting and Technology Partners with deep industry experience and expertise. VoiceFoundry is an active member of that program, having earned several AWS Competency designations.
VoiceFoundry’s Disaster Response practice is focused on supporting customer efforts to prepare and respond in the event of a disaster or other unavoidable sets of circumstances. Our business is uniquely focused around customer experience, customer facing and contact center assets that leverage Amazon Connect and AWS services to ensure mission-critical support. With over 100+ years of cumulative experience delivering exceptional contact center solutions and a rapidly expanding global presence, Voice Foundry makes it easy for customers to quickly and effectively deploy or migrate to Amazon Connect for their contact center.
VoiceFoundry is passionate about customer experience. We specialize in the delivery of Amazon Web Services (AWS) 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 maximizing customer interactions and driving contact center efficiencies through the use of automation, natural language understanding applications, enterprise integration, user experience design, performance analytics and workforce optimization. We understand the challenges that migrating to the cloud can present and our team of industry professionals have refined the process of helping customers create and manage bullet proof cloud strategies optimized for success.
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, email@example.com
For SMG – Paul Arnhold, 816-448-4517, firstname.lastname@example.org
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.
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.
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.
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…)