Nuamedia Solutions: The Innovators in Modern Customer Experience Management

Keith Farrelly, CTO & Co-founder, Stephen Biesty, COO & Co-founder

The idea of customer experience is not new and what is becoming more apparent is that the role of CEM is paramount for CIOs and organizations. CIOs around the world are looking to introduce new and evolving technologies to create exceptional customer experiences; in fact market research by renowned business and technology advisory firm Forrester indicates that 72 percent of businesses today put technology driven customer experience improvements as their top priority. The results of improving customer experience are significant; for instance, in the APAC region alone, where the impact of digitization can now be felt in every sphere of business, improved customer experience (CX) has resulted in a steep rise in revenues for most organizations. Nearly 88 percent of the enterprises report an increase in their revenues with 85 percent reporting higher cost savings driven by the digitization of customer interactions.

Though the benefits of adapting to evolving digital channels are undisputed, CIOs cannot completely neglect traditional customer contact channels; they must embrace new technologies that seamlessly amalgamate with traditional self-service systems as a means to transition and guide their clients to new interaction channels. Moreover, for those CIOs who value such intricacies and want to build an effective platform to deliver exceptional customer experiences, the Sydney, Australia based organization Nuamedia Solutions has the perfect recipe. The company’s flagship product CamlinConnect is a CEM (Customer Experience Management) platform that embraces both the new and old communication technologies to deliver a simple, yet innovative cross-channel applications platform to drive the digital transformation. The CamlinConnect technology provides a unique way to holistically view and design customer interactions across all touch-points and true to its promise, enables businesses to deliver an unrivaled customer experience across all digital and voice channels. By providing the required tools and capability, it makes it possible for businesses to now reimagine their customer experience journeys, and ultimately improves their customer loyalty, brand advocacy, and revenue growth.

Industry experience with sustained Innovation

When entrepreneurs begin their journey, the focus is invariably on product development and scaling up the business; prior industry experience further ascertains success and helps propel an organization to reach new heights. A glaring example of this upshot is Nuamedia and its founders: Stephen Biesty, COO & Co-founder and Keith Farrelly, CTO & Co-founder. The duo come from software and engineering backgrounds with many years of industry experience in building successful contact center applications and related digital platforms. Today, blending their diversified and necessary experience forms the cornerstone of Nuamedia's innovative products and services.

Stephen’s profound experience in developing large-scale digital and middleware systems combined with Keith’s contact-centre expertise in creating products and services across many industries inspired them to develop their products from the ground-up to be cloud-based, omnichannel and easy to understand. From 2012, the company has been delivering pioneering products and services in omnichannel communication technology space.

The Company’s Flagship Product, Camlinconnect, Is A Customer Experience Management (CEM) Platform That Embraces Both New And Old Communication Technologies To Deliver Simple, Yet Innovative Omnichannel Applications

Stephen explains, “Innovation and customer driven R&D is at the center of what we do, enabling us to deliver products and services that resonate with market demands.”

Embracing Unique Cross- Channel Experience

Fast evolving technologies in the digital communications space should not leave CIOs frustrated when deciding on the most efficient means to handle and manage how customers interact with their organization, but rather should embrace a customer-centric 'outside-in' perspective in their quest to deploy a truly consistent cross-channel solution. Operationally, CIOs should consider and measure what customers are experiencing across their touch points and additionally focus on identifying and eliminating any impediments that may be driving a detrimental customer experience. Providing a means to visually build and automatically manage cross-channel applications, using the latest browser-based drag-n-drop tools, it is Nuamedia’s CEM platform CamlinConnect that can respond to the ever changing customer needs quickly while also maintaining the required consistency across key customer touch-points.

Nuamedia works in close collaboration with leading cloud services providers such as Amazon and Google to deliver CamlinConnect as a cloud-hosted platform. The platform has inbuilt technology and tools to simplify the delivery and management of self-service applications that increases functionality while reducing costs. Most of all, the platform ensures consistency, contextual-awareness, and integrity of experience.

Addressing the role of customer security within this context, another immersive and innovative omnichannel feature offered by the company is CamlinBiometrics. Providing the technology and tools to simplify, speed up and radically increase productivity, CamlinBiometrics provides an industry leading and fully integrated voice biometrics solution. Equipped with active and passive-voice enrolment and verification capabilities, real-time voice authentication and fraud detection is easily realized within the Contact Centre, IVR, online or mobile applications, providing consistent and reliable security regardless of whether a customer is speaking with a call center agent or via a self-service application.

Built on a flexible cloud and service-based architecture, CamlinConnect allows businesses to quickly deliver applications across IVR, Visual-IVR, Visual-API, Speech, Mobile, Web, AI bots and the latest speech based products like Amazon Alexa and Google Home that are synchronized to work in harmony, but also leveraging and complementing their customer’s existing platforms and investments.

Intelligent integration with omnipresent devices and services delivers enhanced customer experiences. As Keith elaborates, “It is imperative to have the right technology platforms and architectural flexibility in place that can respond to change quickly as a business and customer expectations evolve.”

Client-Focused Approach Etched in its Roots

As a digital technology enabler assisting businesses transition their customers from channels such as the IVR to new age channels, this can be powered along and quickly enriched using a complementary set of pre-integrated value-added services such as multi-channel PCI payments, survey management, IoT, outbound campaigns, location awareness and the voice biometrics service. Armed with this ‘CEM toolkit’, the team at Nuamedia coordinate and work in collaboration with their customers to fast-track business benefits, enabling new and unique ways to build and manage customer facing applications and services.

Driven by a passion to challenge the status quo and offer something unique and industry challenging has been Nuamedia's mantra since its initial days. The company works closely with each of its clients to develop customer experience strategies that combine deep technical expertise, innovation and domain knowledge. Deeper engagements help the company deliver path breaking solutions to improve contact center productivity and customer advocacy. Stephen conveys, “We measure ourselves through the long-term success of our customer’s businessand satisfaction of their customers.”

The company delivers end-to-end IT solutions and handles managed services either directly working with the clients or via its growing partner network. Recently, Nuamedia has transformed the customer self-service capabilities for one of Australia’s leading Telco’s into a truly omnichannel capability across eight customer channels. The introduction of new inbound and outbound self-service channelssuch as ITR (Interactive Text Response), VisualIVR, call interception or diversion techniques have allowed Nuamedia's client to significantly reduce costs and re-assign internal resources to more productive activities. In similar engagements Nuamedia has served small and medium sized businesses operating in banking, finance, retail, government, and utility space.

The 4P’s of Expeditious Growth

So far, Nuamedia has attained phenomenal growth in local as well as international markets driven by the 4P's of Passion, People, Product, and Partners. Enabling the right technology and working with astute business partners have been the key factors for the company to bring forth game changing solutions to the market. The company looks forward to extending its strategic business and technology partner network in the coming years.

Large scale adoption of leading-edge technology like RPA, NLU, AI, Machine Learning & IoT technologies places Nuamedia in an advantageous position in delivering the best customer applications and services well into the future. “We are constantly evolving our team and have an innate desire for change and to do things differently. It sets us apart and defines our culture.” reassures Keith.

The company has an unwavering focus on innovation, nimbleness and speed of execution, which has positioned Nuamedia as a real market challenger in the space it operates. In the process, the company has won several awards including recent recognition as one of the Westpac 200 Businesses of Tomorrow. With their truly groundbreaking omnichannel technology and innovative culture, Nuamedia is set to become a dominant player both within Australia and internationally and ultimately become a leading disrupter in the emerging Customer Experience Management marketplace. It will be exciting to see how the company evolves and challenges the industry time and time again.

- Sudeshna Mazumdar
September 28, 2017