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News : Twilio Supercharges Customer Profiles for Data Warehouse Portability and Extensibility

#contactcenterworld, @twilio

San Francisco, CA, USA, Apr, 2023 - Twilio (NYSE: TWLO), a customer engagement platform that drives real-time, personalized experiences for brands, announced the introduction of Segment Unify. Unify is the real-time identity resolution solution that includes Profiles Sync, and offers access to Reverse ETL - also launching. With Segment Unify, businesses can merge the complete history of each customer into a single unified profile, freely sync Segment’s identity-resolved customer profiles to their data platform, and activate these complete or ‘golden’ profiles in their customer experience tools of choice, including Twilio Engage and Flex. Ultimately, this empowers businesses to drive down acquisition costs and to increase customer lifetime value, by delivering hyper personalized engagement, campaigns and communications.

"By unlocking the power of the identity-resolved Segment profile for data warehouses, we're removing the hurdles that have long held back businesses and data teams from providing the deeply personalized experiences that today’s consumers demand," said Kevin Niparko, VP of Product at Twilio. "Niche startups may offer to move data around with single features, but without ‘golden profiles’ or identity resolution, businesses run the risk of using an incomplete package. Elsewhere, brands are finding themselves cornered by legacy vendors who provide limited flexibility outside of their own systems. Today, we’re the only enterprise-grade CDP making it possible for data teams to unify, move, and activate customer profiles at scale and in one single, open and extensible platform."

Personalize or Perish: ‘Golden Profiles’ Unlock Massive Opportunity

Consumers today have skyrocketing expectations for digital experiences. Every business must deliver a real-time, sophisticated, personalized offering or their customers will turn to a competitor that does. This imperative is underscored by new research, published today, which reveals that 66% of consumers abandon brand loyalty if their experience isn’t personalized. This poses an existential threat to brands, and continues to be aggravated by the volume of digital signals and customer touchpoints that have exploded in the past decade.

In a world where data science teams are too often burdened with the manual cleaning and processing of this data tidal wave, it’s not a surprise that outdated, inaccurate, and fragmented customer profiles are the norm, leading to impersonal and inefficient customer engagement.

"Businesses are struggling with consolidating and synthesizing their data, with just over 40% of firms reporting they have been successful breaking down data silos in the past few years according to recent IDC research2," said David Wallace, Research Director, Customer Data and Analytics at IDC. "The Twilio Segment CDP provides a proven approach to unifying, unlocking and activating data across the organization by creating a real-time golden profile of each customer. With the launch of the new Segment Unify offering, data teams are now able to leverage these golden profiles in their data warehouse of choice to create AI and ML models, run analysis and drive more intelligent campaigns. This can ultimately be leveraged to deliver more personalized experiences for customers."

"Over the past several years, the CrossFit team has built up our digital presence to further support and expand our tight-knit fitness community. This has given us more data and insight on our athletes than ever before," said Jay Meyering, Sr. Manager of Data at CrossFit. "With Twilio Segment and our data warehouse working in lockstep, CrossFit has been able to transform our data landscape and evolve into a truly data-driven company. We’re now equipped to personalize experiences based on enriched customer profiles that we’re seamlessly pulling from the data warehouse, moving into Segment, and sending out to our downstream customer engagement tools. With this superpower, we're able to consolidate our source data and better understand the needs of our Athletes, Coaches and Affiliate Owners. From there, we’re boosting customer satisfaction with more targeted support, outreach, and competition opportunities."

"In a digital world, it’s essential that we keep a real-time pulse on what our customers need, when they need it. To meet this demand, we were searching for a centralized system that would make it easy to collect, unify, analyze, and activate customer data across the entire business," said Alexandra Dimitriu, Senior Marketing Ops Manager at MongoDB. "With Profiles Sync from Twilio Segment, we now understand the full picture of a user's journey. Today, we can create more comprehensive customer profiles by merging offline, online and sales data - all of which were previously locked in different systems. Meanwhile, Reverse ETL is enabling us to intelligently trigger personalized marketing campaigns based on information created by data scientists that were previously confined to analytics use cases. These new campaigns have shown increased loyalty, customer satisfaction and engagement with our developer data platform."

"At Orchard, we remove the stress and uncertainty of buying and selling a home for our customers," said Corey Egan, Director of CRM at Orchard. "Thanks to Twilio Segment, we can now create sophisticated, unified customer profiles easily synched to our Amazon Redshift data warehouse for data access and insights across the whole business. This enables us to build out tailored, personalized experiences for our customers, so our home advisors can engage them with the most up-to-date, timely, and relevant information they need to make buying and selling their home a seamless experience."

"At Sanofi, we strive to create personalized experiences for our healthcare providers by delivering them the right information at the right time that best fits patients’ needs. In turn, they can provide lifesaving care to patients around the world. Delivering these custom experiences starts with a comprehensive view of each provider’s individual needs and interests," said Seth Levenson, Head of Digital Architecture at Sanofi. "Thanks to Twilio Segment, we’re now able to have greater access to data-backed customer profile insights, in real-time, that can then be sent to any supported destination our teams already use today. This helps us highlight where we can make the most impact and better educate providers about new medicines and treatment plans."

#contactcenterworld, @twilio

Posted by Veronica Silva Cusi, news correspondent

About Twilio:
Company LogoCreate and scale voice, VoIP and SMS text messaging applications with a cloud platform.
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Today's Tip of the Day - Queue Settings

Read today's tip or listen to it on podcast.

Published: Tuesday, April 4, 2023

Printer Friendly Version Printer friendly version

2023 Buyers Guide Customer Experience (CX)

Page: 123

Improves customer experience by helping find the agent the right information within a click.

Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API M...
(read more)


Alvaria CXP
Alvaria CXP empowers enterprises to deploy contact center & customer self-service solutions on voice (IVR), text/messaging (chatbots), and mobile channels (disposable apps) with a design-once-deploy-anywhere approach. CXP Pro speeds up time-to-market, lowers customer service cost, lowers average handling time (AHT), frees agents from repetitive tasks, improves the customer experience through 24/7 availability, and increases first contact resolution (FCR). Deploy on-premise or in the cloud.


AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.

ARC Quality Solutions

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)

Big Outsource

Our spectrum of outsourcing services in the various disciplines includes creatives, technical support, and information technology. The non-core side of outsourcing that we offer starts with giving you the ability to hire local talent or a team who will comprise your own back-office support, marketing, sales, and even call center support. Right now, we have a growing number of clients from the United States and Australia.


BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.

It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity

We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.

Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.

Britannic Technologies

INBOX: A place for every digital interaction!

INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised.

Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time.


Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.


Outsourced Contact Center Services, Contact Center Consultancy Services
We offer a wide range of inbound and outbound services including;
-Sales, lead generation, market research, fundraising, appointment setting, collections, telemarketing, customer service, help desk, order taking, technical support. In addition, we provide omni channel support services such as chat & email support along with back office processing services such as transcription, data entry, Order management, E-Commerce order follow-up.


Voice to Digital Connect, Agent Guided Workflows
Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues.

Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues.

Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution.

Our Applications support en...
(read more)

ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)


Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.

We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.

Connex One

The Connex One Customer Engagement Platform enables inbound and outbound interactions through a secure, cloud-based, omnichannel engine. The feature rich platform offers everything from AI and Automation to Workforce Optimisation, consolidating the customer journey into one place.

Consilium Software

Consilium UniRSM™
Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access.
Has your contact center moved to Cisco Jabber softphones for agents,...
(read more)


ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.

ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.

Creative Virtual

Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.

V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
(read more)

CTMA New Zealand Ltd

Customer experience assessments and reviews • Customer experience baseline studies • Leadership training, coaching and events
Establishing a customer experience baseline:
Establishing a customer experience baseline helps to identify and quantify current sources of customer dissatisfaction, estimate potential returns on service investment and sets customer-driven improvement priorities for action and change.
CTMA’s customer experience assessments and baseline studies help to identify, justify and prioritise strategic and tactical improvement opportunities, and forge a solid foundation for change.

Leadership training, coaching and events:
The new urgency to get customer experience right, in a world recovering from a global health crisis, is placing even more emphasis on giving people the right skills, to do...
(read more)


Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.

Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.

CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.

We ended this features list in 2008 by add...
(read more)
Page: 123

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