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News : UPSTACK Acquires IT Consulting Firm Open Communications

#contactcenterworld

New York, NY, USA, Sept 29, 2021 -- UPSTACK, a a platform that transforms the architecture and sourcing experience for businesses seeking cloud and internet infrastructure solutions, announced that it has acquired Open Communications LLC, an IT consulting firm specializing in network, contact center as a service (CCaaS) and unified communications as a service (UCaaS) for businesses of all sizes — from SMB to enterprise. The terms of the transaction were not disclosed.

UPSTACK's acquisition of Utah-based Open Communications is part of its strategy to accelerate the growth of its platform, which combines internet infrastructure advisors with proprietary software and dedicated support resources.

The growth strategy is supported by an equity investment from Berkshire Partners, announced in April, which will enable UPSTACK to continue to scale its platform through technology expansion and partner acquisitions.

As part of the deal, Open Communications founder Amanda Heinritz will join UPSTACK as a Partner and a true equity stakeholder. She will serve as an advisor to business customers that are sourcing data center, colocation, cloud, network connectivity and other technology solutions through the UPSTACK platform.


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"Open Communications is an exciting addition to UPSTACK," said Christopher Trapp, CEO of UPSTACK. "Amanda and her team have grown Open Communications steadily through their hard-earned relationships and vast referral network. UPSTACK gives them the platform and processes to grow even faster. We look forward to working together."

Heinritz founded Open Communications in 2012 after two years as a Senior Account Executive at Integra Telecom (now AllStream), where she was named Rookie of the Year. Heinritz made the decision to venture out on her own as a sales agent so she could sell to enterprise accounts without commission splits, accelerating her revenue potential.

Open Communications signed with master agency Carrier Sales, earning President’s Club honors multiple years in a row. The company experienced significant growth, and as a result, expanded its team to better serve businesses of all sizes.

Open Communications’ success caught the attention of an IT firm that was acquiring agent customer bases. While that offer wasn’t the right fit, it got Heinritz’s wheels turning about avenues for scale and her long-term goals. That is when she met UPSTACK.

"UPSTACK not only had a clear understanding of what my business is and how much it’s worth but provided a game-changing technology platform that literally cuts out five steps of our sales process, saving my team tons of time," said Heinritz.

"Every agent knows that getting quotes from providers can be time-consuming. Through UPSTACK’s platform, I can submit a deal and generate multiple quotes without having to have conversations with each supplier that I select to bid. All the information is provided to them through the platform, allowing those suppliers to turn around pricing quickly. From a customer experience standpoint, our clients will receive faster, higher-end support and more streamlined processes through UPSTACK."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prweb.com


About UPSTACK:
Company LogoLaunched in 2017 in New York, N.Y., UPSTACK is transforming the way cloud and internet infrastructure is sourced and sold. The company uses advanced technology to enable an extensive team of cloud infrastructure advisors to offer customized solutions for businesses of all sizes. With UPSTACK, business buyers streamline IT procurement by tapping into a single source for mission-critical technology services from hundreds of proven providers along with the professional guidance to identify and evaluate the best solutions.
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Today's Tip of the Day - Learn Through Bad Experience

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

Published: Thursday, September 30, 2021

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2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

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.

Speed features:

*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...
(read more)
 

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