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  • 15 May 2018 11:15

VoiceFoundry Expands Global Deployment of Amazon Connect Services

Contact Centre 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 centre solutions with a unique focus on customer experience and automation in North America, today announced that it is now expanding services to Australian and New Zealand businesses.

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

VoiceFoundry’s expansion into the Australian and New Zealand region is fuelled by the global demand for Amazon Connect, Amazon’s contact centre and self-service offering. Founded in 2016 specifically to support the Amazon Connect ecosystem, VoiceFoundry was among the first APN partners to provide design, integration and implementation services to support customers using the AWS offering. VoiceFoundry continues to gain momentum as a key partner focused on Amazon Connect deployments, supporting some of the most advanced implementations on the planet leveraging complimentary AWS products like Amazon Lex and Polly.

Amazon's entry into the contact centre market has changed the software-as-a-service model completely; no contracts, no minimum commitments - just a simple price per minute for usage. It is set to revolutionise how businesses consume contact centre and customer experience services and significantly disrupt the traditional players in the contact centre market.

Luke McNamara, VoiceFoundry Australia and New Zealand Country Manager, said, “Amazon’s entry into the contact centre space is a pivotal moment for the customer experience industry in this region. It is the first contact centre to deliver on real cloud principles - always on, accessible everywhere, scalable, continuous improvement, APIs and genuine consumption-based pricing.”

VoiceFoundry also partners with leading cloud workforce management and optimisation platforms and offers standard Amazon connectors for CRM vendors including Zendesk, salesforce.com., ServiceNow, Microsoft Dynamics and Freshdesk. This is complemented with a full suite of application development, implementation, consulting and managed services to deliver a comprehensive contact centre solution.

Lynn Teague, Director Strategic Accounts at VoiceFoundry, said, “We have built a singular focus around Amazon Connect because we believe the Amazon offering to deliver the most robust suite of features and capabilities in the industry. The significant growth we have seen in North America has allowed us to accelerate our plans to move into the ANZ market and we couldn’t be more excited.”

About VoiceFoundry

VoiceFoundry is passionate about customer experience. We specialise in the delivery of cloud-based enterprise contact centre solutions and are uniquely focused on helping businesses improve customer engagement, while maximising the benefits of the cloud. VoiceFoundry makes it easy for customers to quickly and effectively deploy or migrate to Amazon Connect for their contact centre. Our expertise is focused on AI & natural language automation, CTI, enterprise integration, user experience design, analytics and workforce optimisation. With a relentless pursuit of customer success, our team strives to disprove the notion that software projects have to be painful. For more information, visit us at: www.voicefoundry.com.au

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