Denver, CO, USA, Aug. 5, 2020 -- TTEC Holdings, Inc. (NASDAQ: TTEC) a global Customer Experience as a Service (CXaaS) partner, announced that it agreed to acquire VoiceFoundry, a global partner of Amazon Web Services, creating an end-to-end CX delivery solution for Amazon Connect. The U.S. and European parts of the acquisition closed today, with the Australian and ASEAN acquisition expected to close pending regulatory approvals.
"By leveraging Amazon Connect, CX leaders can increase the ease and speed with which businesses improve customer service," said Pasquale DeMaio, General Manager, Amazon Connect, Amazon Web Services, Inc. "We are delighted to see TTEC's investment in VoiceFoundry and their commitment to Amazon Connect, and we look forward to continue working together to offer enhanced customer experience to our shared customers."
The acquisition not only adds Amazon Connect to TTEC's Humanifytm CX Marketplace, but it also extends TTEC Digital's Humanifytm Cloud Integration and API platform to AWS, providing TTEC customers and prospects with cloud contact center optionality and a unified per user per month (PUPM) offering for access to CX applications to complement AWS's services.
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"There is a fundamental shift happening across the industry. Rather than relying directly on customer experience SaaS providers, clients are turning to CX orchestrators and journey partners to build end-to-end customer-centric solutions in the cloud," says Jonathan Lerner, President of TTEC Digital. "VoiceFoundry's addition to TTEC Digital provides speed, agility, and expands our CX Marketplace with AWS's cloud-first solutions that can accelerate digital CX transformation for our clients."
VoiceFoundry CEO John Marino, who will join TTEC as Group Vice President for our AWS practice, emphasized the strength of the combined platforms by stating, "In TTEC we found the perfect partner for delivering end-to-end CX solutions that allow us to better design, build and operate amazing customer and employee experiences for clients at large enterprise scale. Our combined strengths help enhance the overall offering to our customers. TTEC adds depth to our managed services accounts without slowing down the speed at which VoiceFoundry can implement Amazon Connect, which is one of AWS's fastest-growing services."
Posted by Veronica Silva Cusi, news correspondent
TTEC Holdings, Inc. (NASDAQ: TTEC) is a global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience. TTEC Digital delivers outcome-based, human-centric, tech-enabled, insight-driven customer experience solutions. Founded in 1982, the Company's 48,700 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers and each other.
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
Published: Friday, August 7, 2020
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