New York, NY, USA, Sept, 2022 -- Carbyne, a provider of cloud-native emergency contact center solutions, announced that it raised Series C funding. Cox Enterprises and Hanaco Growth Fund co-led the latest round, joined by new investors Valor Equity Partners, General Global Capital, TalC, and Sandiip Bhammer alongside existing investors including Founders Fund, FinTLV, Elsted Capital Partners, and former CIA Director General David Petraeus.
The Series C funding follows an increase in U.S. revenue and a jump in total contract value over the past 12 months. This investment in Carbyne will allow the company to accelerate the digital transformation of mission-critical operations and government service centers primarily in the USA. Moreover, the investment will allow Carbyne to accelerate global expansion and continue growing its B2B business which allows corporations to increase situational awareness and collaborate more efficiently during emergencies. The opportunity to roll out secure contact center technologies for mission-critical use cases such as protecting customers and clients, extends to almost every Fortune 1000 company globally. Carbyne will also continue to invest in emerging technologies, building AI and NLP-based capabilities into its APEX platform with the support of top-tier technology partners.
Rising crime rates and citizen expectations, coupled with outdated emergency response systems, have led the House Committee to approve a package to revamp legacy infrastructure and implement NG911 technologies like Carbyne. Local governments are increasingly seeing the benefits of the cloud as a technology that allows for both the simple deployment of advanced technological capabilities and long-term cost savings on maintenance and support. The govtech industry, which hasn't fundamentally changed in decades, is ripe for disruption.
"We're doing to public safety what Amazon did to on-premise storage. We are redefining how emergency contact centers and government service teams operate by moving everything to the cloud," said Amir Elichai, CEO and Founder of Carbyne. "Emergency providers and local governments are using legacy systems to solve modern problems – a declining proposition. They are increasingly recognizing the value that our cloud-based platforms provide to their communities. In addition to expanding our footprint in emergency services, we are also seeing new opportunities from businesses in adjacent industries. With the support of our latest funders, we are extending our reach to more communities and businesses who need to modernize their legacy mission critical communication tech stack."
"Communities across the U.S are experiencing higher levels of emergency calls related to crime, stress, and mental health," said Lior Prosor, Founding Partner at Hanaco Ventures. "Emergency contact centers and crisis hotlines are under significant stress and need more advanced technology to effectively respond with the right resources to save lives. One of the challenges of the public safety industry is that it is mostly on premise. This can prevent it from adopting the new technologies available to other sectors. We are proud to continue supporting the Carbyne team in their mission to bring cutting edge technologies to PSAPs via the cloud."
"Revamping legacy infrastructure in the U.S. is long overdue," said Davis Roberson, associate vice president of strategy and investments at Cox Enterprises. "The technology Carbyne delivers is resilient, interactive, and secure. We are looking forward to working with Carbyne to bring this critical technology to more communities and organizations."
Posted by Veronica Silva Cusi, news correspondent
911 PSAP, real-time data aggregation, presentation and analytics. Pinpoint location, live video, chat, snapshot. No APP required. Major Deployment North and Central America, Asia Pacific
Published: Monday, September 12, 2022
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.
Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.
Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
|7.)||Lieber & Associates|
Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.
There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
Assessment of Contact centre job applicants
Pay As You Go remote assessment tool for contact centre job applicants.
NO set up or registration fee and NO minimum use contract
Assess your applicants ability to listen to a caller, recognise the important pieces of information and record them into a logging system swiftly and accurately under pressure.
Full management dashboard
Pay per completed assessment (no charge if abandoned or not taken by the deadline you set)
Choice of assessment environments - including Insurance claims, Financial transactions, Emergency service calls, Utility defect report and IT Helpdesk
Variety of UK accents used by callers (of different ages and genders)
You retain control of all communication with the applicants