The Enhanced Agentless Outbound Communication Tool Increases Response Rate for Proactive Customer & Prospect Outreach INDIANAPOLIS, October 7, 2021 – Sharpen Technologies, developers of the agent-first omnichannel cloud contact center platform, released its new outbound tool, OmniOut, which provides agentless omnichannel outbound communications combined with AI-driven automation, to create personalized use cases with better response rates. Most people, 97%, reject or ignore phone calls from traditional outbound dialers. But 98% open an SMS in the first five minutes. With OmniOut, contact centers can now more intelligently sequence text messages, emails, and voice call back options to send appointment reminders, payment notices, deal promotions, and new prospect recruiting. And, its agentless capabilities use logical sequencing to create fully automated and consistent outreach on multiple channels so that agents can focus on pre-qualified interactions and customers can self-serve when it suits them, leading to a more efficient and effective experience. “People simply can’t be tricked into answering the phone anymore,” said Kevin...
Read MoreINDIANAPOLIS, October 19, 2021 – Sharpen Technologies, developers of the agent-first, omnichannel, cloud contact center platform, signed a Master Agent Agreement with PlanetOne, the IT channel’s preferred business partner for identifying and delivering cloud-based and connectivity solutions to small and midsize businesses and enterprises. With the agreement, PlanetOne’s growing nationwide network of agents and channel partners can now access and sell Sharpen’s award-winning CCaaS contact center solution built for the mid-market. Sharpen is the contact center solution that lets users work from anywhere. Users can move between calls, texts, webchats, emails, social media, etc., all in real-time and in a single interaction. With performance management built into its core functionality, at no extra cost, agents know what is expected of them. And, they have visibility into how they’re performing against those expectations. As a result, they see how their work is impacting the business and where to focus their attention in interactions. And they can do it all without having...
Read MoreINDIANAPOLIS, October 4, 2021 – Sharpen Technologies, developers of the agent-first omnichannel cloud contact center platform, signed a Master Agent Agreement with Intelisys, a channel-centric distributor of the hardware, software, connectivity and cloud services businesses need to support the hybrid workplace of the future. The partnership allows Intelisys’ network of Sales Partners to offer Sharpen’s award-winning CCaaS technology to its customers and prospects. Sharpen lets users work from anywhere, seamlessly moving between calls, texts, webchats, emails, social media, etc., all in real-time and in a single interaction. With performance management built into its core CCaaS functionality, at no extra cost, agents are empowered with the knowledge of what is expected of them, how their work is impacting the business, and where they need to focus their attention in interactions—all without having to leave their queue. It also allows managers to easily coach agents and provide feedback, keeping their teams productive and aligned. “Sharpen’s platform continues to gain traction in the...
Read MoreINDIANAPOLIS, September 28, 2021 – The Stevie® Awards for Women in Business, the world’s top honors for women entrepreneurs, executives, employees, and the organizations they run, honored Sharpen’s COO Pam Hynes with a Gold Stevie for Female Executive of the Year in the Business Products –11 to 2,500 Employees category. Judges called Pam an “innovative leader with a high impact.” And, they noted her “impressive track record of achievement that has seen entrepreneurial growth, innovation, and leadership at its best.” In her 33-year career, Pam has been instrumental in building not one but two successful technology companies. Her first, Software Artistry, made history in Indiana by being the first tech company in the state to go public. Interactive Intelligence, her second, created thousands of jobs around the world and sold for $1.4 billion in 2016. Since Pam joined Sharpen in 2017, the software company has made the 2020 and 2021 Inc. 5000 list of fastest-growing private companies in America. And...
Read MoreINDIANAPOLIS, October 14, 2021 – Sharpen Technologies, developers of the agent-first omnichannel cloud contact center platform, came in at #1 on the Fast25, Indiana Business Journal’s (IBJ) annual ranking of the fastest-growing private companies in Central Indiana. The company has seen a revenue growth rate of 555% over the three-year period between 2018 and 2020. “We’re honored to head this list of remarkable companies,” said Mike Simmons, Chairman of the Board and Sharpen’s largest investor. “We have a dedicated Indianapolis-based team coupled with a great group of investors–including Indianapolis’ own Elevate Ventures and Allos Ventures. That combination has fueled our growth and allowed us to succeed.” Sharpen is the award-winning contact center platform that lets users work from anywhere. Users can move between calls, texts, webchats, emails, social media, all in real-time and in a single interaction. With performance management built into its core functionality, at no extra cost, agents know what is expected of them. And, they have visibility...
Read MoreConversocial Acquisition Will Enhance Verint Customer Engagement Platform with Additional Social and Messaging Channels and Further Expand its Conversational AI Capabilities MELVILLE, N.Y., August 10, 2021 – Verint® (NASDAQ: VRNT), The Customer Engagement Company™, today announced the expansion of the digital-first capabilities of its cloud platform through the acquisition of Conversocial. With this expansion, Verint’s market-leading conversational AI provides brands the ability to orchestrate customer journeys with a connected experience across their channels of choice. The acquisition will expand Verint’s robust support for digital customer engagement with connections to most of the commonly used messaging channels, including Apple Business Chat, Facebook Messenger, Twitter, WhatsApp, and more. Conversocial helps leading brands such as Google, Sephora, British Airways, and Hertz build and scale relationships via the personal touch and convenience of social messaging. In recent years, customer conversations have shifted from public social channels to one-to-one personalized messaging and brands are increasingly looking for ways to turn messaging into a strategic commerce...
Read MoreActiveOps changes the game for enterprise EPM solutions, putting the productivity in Employee Productivity Monitoring ActiveOps releases new automation to collect desktop task outcomes to add depth to existing EPM and WFM data. READING, UK, 22/07/2021 -- ActiveOps PLC, the management process automation company, today announces a major update to its leading enterprise EPM solution, WorkiQ. This latest enhancement, Collector, adds a new automated data collection capability that enables organisations to measure specific task outcomes, giving them the ability to count completed work. This unique, advanced capability comes after listening to feedback from ActiveOps customers and makes WorkiQ the only EPM solution enabling enterprises to truly connect activity time tracking to work outputs. Going beyond simple tracking of time spent in various activities, Collector counts work completed, providing a true picture of productivity and real-time productivity insights to managers. Using this data, enterprises can further improve operational performance and management effectiveness. Equally important, this new capability allows managers to measure...
Read MoreDALLAS, TX, USA, May 19, 2021 /EINPresswire.com/ -- ActiveOps (LON: AOM) today announced a series of hybrid events aimed at helping enterprise workforce operations (both for back and front office employees) utilize technology and analytics to drive better and more timely decisions as they return to the office. Kicking off with an executive breakfast in Dallas, Texas, on May 25th, the roadshow will be travelling to Atlanta, and Tampa in June 2021, with additional cities in both the US and UK, announced in the coming weeks, as local government COVID protocols are aligned. The workshops are designed to address the growing certainty that, regardless of the precise structure of your workforce, the future of work is hybrid. The pandemic has radically altered perceptions of what workers can and cannot achieve online, both for employers and employees. It has demonstrated that not only is it possible for enterprises to survive without having all their employees in the office all the time...
Read MoreAs consumer behavior and expectations continue to shift and become more complex with the COVID-19 pandemic, Salesforce’s role in the customer service industry is also evolving. Today Salesforce announced a new Workforce Engagement product built to help service leaders in the contact center ensure they have the right agents with the right skills staffed at the right time. We sat down with Melissa Matross, SVP of Product Management, to learn more about the importance of Service Cloud Workforce Engagement and how this new product will make service teams’ jobs easier, while optimizing processes to meet any influx of customer service demand. Q: What is Workforce Management and how has the industry evolved? Workforce management as an industry has been around for over 30 years and historically, it has been all about operational efficiency — making sure that service centers have just the right number of people with the right capabilities to meet customer demand. It was very machine-oriented, and service...
Read MoreSan Francisco — December 2, 2020 — Salesforce [NYSE: CRM], the global leader in CRM, today introduced Service Cloud Workforce Engagement, a new dynamic workforce planning product that will help service leaders organize their entire workforce from anywhere and distribute the right work to the right agents based on skills and service channel. With COVID-19, contact centers are dealing with a huge surge in the volume of questions across service channels like phone, chat, text and social media. At the same time, service leaders are managing staffing resources amid the transition to the work-from-home environment. Many are relying on legacy workforce management technology to organize their teams — disparate, on-premise solutions and spreadsheets that were never designed to manage globally distributed workforces. In today’s all-digital, work-from-anywhere world, companies need technology that offers a connected view of the employee and customer, all on one cloud-based platform. “Delivering service is more complex than ever with agents working from anywhere and volumes of...
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