TTEC Acquires VoiceFoundry For Growth With Amazon Connect

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  • The acquisition would leverage the global scale enterprise client footprint of the TTEC Engage business to offer the enhanced CXaaS offering
  • VoiceFoundry’s addition to TTEC Digital would provide speed, agility, and expand the CX Marketplace
  • With AWS’s cloud-first solutions, the company can accelerate digital CX transformation to clients 
  • TTEC’s Humanity Cloud would leverage the power of Salesforce’s Service Cloud + Amazon Connect to offer out-of-the-box contact centre solutions 

Leading global customer service provider TTEC Holdings have announced an agreement to acquire VoiceFoundry for creating an end-to-end CX delivery solution for Amazon Connect. VoiceFoundry is a global partner of Amazon Web Services.

The European and the U.S. parts of the acquisition have closed recently, with the Australian and ASEAN acquisition expected to close pending regulatory approvals. 

Pasquale DeMaio, GM, Amazon Connect, and Amazon Web Services, Inc said “By leveraging Amazon Connect, CX leaders can increase the ease and speed with which businesses improve customer service.” TTEC’s investment in VoiceFoundry and their commitment to Amazon Connect would help in looking forward to working together to offer enhanced customer experience to their shared customers.”

The TTEC acquisition 

The acquisition would add Amazon Connect to TTEC’s Humanify Cloud. This would in turn provide TTEC’s current and future clients with the optionality of AWS’s contact center capabilities using a unified per user month. This would offer access to Humanify’s enhanced CX applications to complement AWS’s services.

The acquisition also looks forward to Extend TTEC’s Humanity Cloud to Amazon Connect. It would also provide clients access to an enterprise-grade API integration and deployment platform, including HUmanify’s intelligent administration, orchestration, analytics, an automation solutions, that enables rapid deployment, reduces risk and improves speed to value at global scale. 

TTEC Digital would maintain separate and dedicated AWS and Cisco sales teams which would be focused on driving client value through the Amazon’s and Cisco’s partner ecosystem.

TTEC’s Humanity Cloud would seamlessly leverage the power of Salesforce’s Service Cloud + Amazon Connect to offer out-of-the-box contact centre solutions sold by Salesforce.

The acquisition would also help extend TTEC Digital’s Humanify Cloud Integration and API platform to AWS, providing TTEC customers and prospects with cloud contact centre optionality and a unified per user per month. This would also offer access to over 50 enhanced CX applications to complement AWS’s services. 

Amazon Connect 

According to Jonathan Lerner, President of TTEC Digital, said “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.”

VoiceFoundry has claimed to be an industry leader in deploying Amazon Connect as well as other AWS services that focus on creating intelligent interaction across all engagement channels. It is uniquely focused on helping large enterprise clients improve customer engagement while maximising the benefits of AWS as scale. This acquisition also adds 50+ blue chip companies to TTEc’s global account base, primarily in the public sector, e-commerce, financial services, travel, healthcare, and insurance industries.

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