News : VoiceFoundry and SMG Leverage Amazon Connect
Tulsa, OK, USA, June 25, 2019 -- VoiceFoundry, an SDP-accredited Amazon Connect consulting partner and reseller and provider of enterprise cloud-based contact center solutions with a focus on customer engagement, announced with Service Management Group (SMG), a global customer experience management firm, the release of VoiceFoundry Post-Call Survey powered by SMG AgentTrack for Amazon Connect. The integrated solution allows businesses using Amazon Connect to measure the customer experience through a post-interaction survey—making it easy to gain customer feedback on each interaction.
The Post-Call Survey application offers a self-serve survey interface that makes building and deploying new surveys quick and easy. Amazon Connect administrators are able to download the application from Amazon Web Services (AWS) Marketplace, select the questions for the survey from a list of questions specific to the live agent or IVR experience and then launch the survey to specific applications within the contact center.
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"This collaboration provides Amazon Connect customers with an unparalleled customer feedback solution," said SMG Vice President of Product Management Bennett Gamel. "The ability to build custom surveys and assess each interaction makes it possible for brands to learn from their successes and missteps and facilitate smart changes that improve business."
"At VoiceFoundry, we continue to work alongside great partners like SMG to provide innovative, customer-focused solutions designed to help drive excellence in the customer experience," said VoiceFoundry Vice President of Software Engineering Chris Autrey. "We are devoted to developing and growing our business around the Amazon Connect ecosystem. Our passion lies in delivering one of the best customer experiences, mixed with the right partnerships that fuel our ability to provide best-in-class contact center solutions."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Don't Assume Your Forecasting System Always Knows Best!
More Editorial From 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
SMG (Service Management Group) partners with more than 500 brands around the globe to create better customer and employee experiences, which drive loyalty and performance. SMG uniquely combines technology and insights to help clients listen better, act faster, and outperform the competition. Strategic solutions include omniCXTM, Brand Research, and Employee Engagement. SMG evaluates 250 million surveys annually, across 130 countries.
Published: Thursday, June 27, 2019
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