IVR

Leading Energy Distributor Jemena Partners with Startek to Reimagine Customer Experience

Retrieved on: 
Tuesday, December 12, 2023
CX, IVR, NYSE, AHT, Partnership, Retail, Jemena

DENVER, Dec. 12, 2023 /PRNewswire/ -- Startek® (NYSE: SRT), a global customer experience (CX) solutions provider, and Jemena, a leading Australian energy distributor, today announced the impact of their partnership designed to modernize customer experience delivery for Jemena Customers. This strategic collaboration reflects the Startek commitment to effectively combine people, technology and data to deliver customer experience excellence for leading brands.

Key Points: 
  • DENVER, Dec. 12, 2023 /PRNewswire/ -- Startek® (NYSE: SRT), a global customer experience (CX) solutions provider, and Jemena, a leading Australian energy distributor, today announced the impact of their partnership designed to modernize customer experience delivery for Jemena Customers.
  • This strategic collaboration reflects the Startek commitment to effectively combine people, technology and data to deliver customer experience excellence for leading brands.
  • The digital transformation of the Jemena customer experience combined with the transition of customer support to cloud-based technology has delivered a better, faster service for Jemena customers.
  • Download the case study to learn more about how Startek partnered with Jemena to deliver this digital transformation.

TELEO CAPITAL PORTFOLIO COMPANY, SHARPENCX, ACQUIRES PLUM VOICE

Retrieved on: 
Wednesday, November 15, 2023
Acquisition, Organization, Plum Voice, City centre, Sharpening, Contact center telephony, Communication, IVR, Mobile phone, Boston

BOISE, Idaho, Nov. 15, 2023 /PRNewswire/ -- TELEO Capital Management, LLC ("TELEO") has announced the acquisition of The Plum Group, Inc ("Plum Voice"), a recognized leader in AI driven voice-based customer interaction technology, by its existing portfolio company, Sharpen Technologies Inc. ("SharpenCX").

Key Points: 
  • BOISE, Idaho, Nov. 15, 2023 /PRNewswire/ -- TELEO Capital Management, LLC ("TELEO") has announced the acquisition of The Plum Group, Inc ("Plum Voice"), a recognized leader in AI driven voice-based customer interaction technology, by its existing portfolio company, Sharpen Technologies Inc. ("SharpenCX").
  • Headquartered in Boston, Massachusetts, Plum Voice is dedicated to enhancing business communication by offering AI-powered programmable communications, including advanced Interactive Voice Response (IVR) systems and conversational AI.
  • The integration of Plum Voice's wide range of telecom, conversational AI, and dialog management technologies will help empower Sharpen's customer base with more powerful solutions.
  • The combined technology has been adopted by organizations across various industries to improve customer service, increase efficiency, and drive digital transformation," stated TELEO Capital.

Businessolver Enhances MyChoice® Accounts HSA Investment Platform powered by DriveWealth and Sentinel Group

Retrieved on: 
Tuesday, November 14, 2023
Sentinel, Woman, Health, Investment, ETF, HSA, Partnership, HR, IVR, API, AI, RIA

DES MOINES, Iowa, Nov. 14, 2023 /PRNewswire/ -- Businessolver®, a leading provider of benefits technology and services through its proprietary platform, Benefitsolver®, has partnered with industry leaders DriveWealth® and Sentinel Group to expand its proprietary consumer directed healthcare accounts engine to include a native and fully integrated health savings account (HSA) investment experience. This means that participants manage their HSA claims and investments in the same place they enroll in and manage their entire health and welfare benefits package.

Key Points: 
  • MyChoice Accounts now features a more streamlined experience for HSA members who choose to take their pre-tax health spending account dollars to new levels.
  • Registered investment adviser (RIA), Sentinel Group, is a new partner that is monitoring a high-performing fund line-up, while the experience is powered by DriveWealth's forward-facing API-driven technology.
  • Sentinel Group monitors the options to provide optimized funds and multiple investment models.
  • "At Sentinel, we believe HSAs must balance a robust investment offering with an easy-to-use accountholder experience and the Benefitsolver platform delivers exactly that."

Dubai Electricity & Water Authority (DEWA), Avaya Discuss Enhancing Cooperation

Retrieved on: 
Thursday, November 9, 2023
Software, Utilities, Other Communications, Energy, Artificial Intelligence, Data Management, Communications, Technology, Digital, MD, Senior, Electricity, Partnership, AI, IVR, Dubai Electricity and Water Authority, DEWA, Management, Online shopping, Avaya, Metaverse

Dubai Electricity and Water Authority (DEWA) and Avaya, a global leader in customer experience solutions, discussed their long-standing strategic partnership.

Key Points: 
  • Dubai Electricity and Water Authority (DEWA) and Avaya, a global leader in customer experience solutions, discussed their long-standing strategic partnership.
  • This occurred during a meeting between HE Saeed Mohammed Al Tayer, MD and CEO of DEWA, and both Alan Masarek, CEO of Avaya and Nidal Abou-Ltaif, Senior Vice President – Global Head of Sales, Avaya, and President, Avaya International.
  • Based on Avaya technology, DEWA’s Customer Care Centre, delivered and managed by Moro Hub, a subsidiary of Digital DEWA.
  • The digital arm of DEWA was ranked among the top three Dubai government call centres in the assessment conducted by the Dubai Model Centre in partnership with Digital Dubai Authority.

Marketing Platform SuperPhone® Helps Coaches, Creators, Brands & Retailers Increase Customer Engagement and Drive Revenue Powered by Vonage

Retrieved on: 
Thursday, November 9, 2023
Superphone, SMS, Human, Marketing, API, Human voice, IVR, Timeline for aircraft carrier service, Communication, Mobile phone, Vonage, Ericsson

HOLMDEL, N.J., Nov. 9, 2023 /PRNewswire/ -- Vonage , a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ: ERIC), announced today that SuperPhone ®, an all-in-one SMS marketing platform, powered by Vonage Communications APIs is helping brands increase engagement with customers, drive revenue and grow their business.

Key Points: 
  • HOLMDEL, N.J., Nov. 9, 2023 /PRNewswire/ -- Vonage , a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ: ERIC), announced today that SuperPhone ®, an all-in-one SMS marketing platform, powered by Vonage Communications APIs is helping brands increase engagement with customers, drive revenue and grow their business.
  • "SuperPhone® was designed to support coaches, creators, brands and retailers build relationships and authentic connections with their audience at scale," said Ryan Leslie, CEO, SuperPhone®.
  • "Our platform needed to enable seamless communication at high volume, across channels, so choosing the right technology provider was key - and that's what we found in Vonage Communications APIs."
  • Vonage Communications APIs make it easy for businesses to enhance customer engagement by building video , SMS , messaging and voice experiences within any mobile, web or desktop application.

Bridger Insurance Services Chooses insured.io to Improve Self-Service Customer Experience

Retrieved on: 
Tuesday, October 31, 2023
Mandalay Bay Convention Center, P&C, Insurance, Software as a service, Fintech, IVR, Policy, MGA, Organization, SMS, Research, Interactivity, Customer service, Mobile phone

Research Shows Automated Self-service and Proactive Outbound Messaging Improves Customer Experience

Key Points: 
  • Las Vegas, Nevada--(Newsfile Corp. - October 31, 2023) - insured.io , provider of a cloud-based, omnichannel customer engagement platform for insurance organizations, today announced that Bridger Insurance Services has selected insured.io to provide Interactive Voice Response (IVR ) to improve the customer experience for its auto insurance customers.
  • "To retain insurance customers in today's competitive insurance marketplace, carriers must offer a variety of ways to engage.
  • Small to midsize insurance carriers and MGAs often face a deluge of customer calls, causing customer service strain and longer hold times.
  • Implementing the right IVR system delivers a cost-effective solution that automates many common customer service tasks and empowers policyholders to self-serve, reducing wait times and enhancing their experience.

TransUnion Report Shows Fraud Attacks on Financial Industry Call Centers Rising

Retrieved on: 
Monday, November 6, 2023
Knowledge, Interactive voice response, KBA, Friction, CRM, Hood, IVR, City centre, Fraud, Organization, Risk, TransUnion, Online shopping

Because identity fraud in financial services, such as account takeover or synthetic identities, results in direct financial crime, the financial industry has an even more pronounced incentive to guard against fraud in call centers, but in a way that is as efficient as possible for financial services organizations and their customers.

Key Points: 
  • Because identity fraud in financial services, such as account takeover or synthetic identities, results in direct financial crime, the financial industry has an even more pronounced incentive to guard against fraud in call centers, but in a way that is as efficient as possible for financial services organizations and their customers.
  • The survey showed that, for call center organizations operating in the financial industry, 90% of respondents indicated that new technologies for fraud detection should be seamless or invisible for customers when calling.
  • Nearly two-thirds of financial industry respondents and 70% of survey respondents overall would like authentication to begin before any agent interaction occurs.
  • TransUnion conducted an online survey in the summer of 2023 among contact center operations, customer experience, or information technology professionals.

CALLING ALL CONSUMERS WHO ARE FED UP WITH UNSOLICITED COMMUNICATION

Retrieved on: 
Thursday, November 2, 2023
Desktop, Human, Fraud, Directory, Android, IOS, Erickson, Privacy, Language, IVR, National Consumer Law Center, FreeConferenceCall.com, Communication, Electronic Privacy Information Center, Online shopping, Mobile phone, AI

“I have always believed in our customer’s right to privacy and to not have their information exploited as the product.

Key Points: 
  • “I have always believed in our customer’s right to privacy and to not have their information exploited as the product.
  • After experiencing over 20 years of industry transformation and greed, it is now my call to action to take on the communication companies that are selling access to me and everyone else.
  • The cloud-based service puts the user in control of who can access their personal contact information through customizable options and identity verification.
  • Download Phound today on iOS , Android and Desktop to take control of your privacy and know who’s calling.

Contact center market size to increase by USD 161.73 billion | North America will account for 34% of the market's growth during the forecast period - Technavio

Retrieved on: 
Wednesday, November 1, 2023
Cloud, Computer security, Deployment, Growth, ASA, Analysis, USD, Component, CRM, IVR, Investment, ITSM, Geography

However, the inability to achieve an ASA is hindering the market growth.

Key Points: 
  • However, the inability to achieve an ASA is hindering the market growth.
  • By geography, the market is segmented into North America, APAC, Europe, South America, and Middle East and Africa.
  • The stringent regulations regarding data protection are notably driving the market growth, although factors such as system integration and interoperability issues may impede the market growth.
  • Growth of the contact center market across North America, APAC, Europe, South America, and Middle East and Africa

Contact Center As A Service (CCaaS) Market to grow by USD 5.23 billion between 2023 - 2028| Driven by Increasing adoption of cloud-based offerings- Technavio

Retrieved on: 
Tuesday, October 31, 2023
Social media, Financial services, Consumer, Radio, Tablet, Growth, City centre, Computer, USD, Component, IVR, BFSI, Video game, Online shopping, Health care, Geography, Insurance

NEW YORK, Oct. 31, 2023 /PRNewswire/ -- The Contact Center As A Service (CCaaS) Market is expected to grow by USD 5.23 billion, accelerating at a CAGR of 16.36% during the forecast period.

Key Points: 
  • NEW YORK, Oct. 31, 2023 /PRNewswire/ -- The Contact Center As A Service (CCaaS) Market is expected to grow by USD 5.23 billion, accelerating at a CAGR of 16.36% during the forecast period.
  • A significant driver of growth in the CCaaS (Contact Center as a Service) market is the expanding adoption of CCaaS solutions within the media industry.
  • Buy full report here
    One of the primary obstacles impeding the growth of the CCaaS (Contact Center as a Service) market is the intricate nature of integrating CCaaS solutions.
  • Key Companies in the Contact Center As A Service (CCaaS) Market: