TTEC Acquires VoiceFoundry; Completes Europe and U.S. Acquisition
By Apac CIO Outlook | Friday, August 14, 2020
The acquisition of VoiceFoundry will add Amazon Connect to TTEC's Humanifytm Cloud, providing TTEC's current and future clients with the optionality of AWS's contact center capabilities using a unified per user per month (PUPM) offering for access to Humanify's enhanced CX applications to complement AWS's services.
Arthur Nowak, Senior Vice President – APAC Operations
FREMONT, CA: Denver-based Customer Experience as a Service (CXaaS) partner for iconic brands, TTEC Holdings, has signed an agreement to acquire VoiceFoundry, a Tulsa based global partner of Amazon Web Services. The amount of the deal, which will create an end-to-end CX delivery solution for Amazon Connect, was not disclosed. The U.S. and European parts of the acquisition have been closed, and the Australian and ASEAN acquisition is expected to close soon, 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."
TTEC is a digital global customer experience technology and services company that delivers outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery center of excellence, that operates customer acquisition, care, fraud prevention, and detection, and content moderation services.
"At TTEC, we say that the unified equation of superior customer experience is EXDX=CX, where EX, DX, and CX denote employee experience, digital experience, and customer experience, respectively. Said differently, it is employees powered by technology that also work to optimise how technology is implemented that create exponential returns in customer experience," said Arthur Nowak, Senior Vice President, APAC Operations, TTEC Holdings.
TTEC was listed as one of the Top Contact Center Technology Companies for 2020 by APAC CIO Outlook magazine. The acquisition of VoiceFoundry will add Amazon Connect to TTEC's Humanifytm Cloud, providing TTEC's current and future clients with the optionality of AWS's contact center capabilities using a unified per user per month (PUPM) offering for access to Humanify's enhanced CX applications to complement AWS's services. The deal will also extend TTEC's Humanifytm Cloud to Amazon Connect. It provides clients access to enterprise-grade API integration and deployment platform, including Humanify's intelligent administration, orchestration, analytics, and automation solutions, that enable rapid deployment, reduces risk, and improves speed to value on a global scale.
"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."
