Latest news with #ContactCenter
Yahoo
14 hours ago
- Business
- Yahoo
Zultys Earns ClassLink Telephony Certification, Expanding Opportunities in Education and SLED Markets
SUNNYVALE, Calif., August 18, 2025--(BUSINESS WIRE)--Zultys, an omnichannel provider of Unified Communications with an Integrated Contact Center, has achieved ClassLink certification — unlocking new advantages for Zultys Partners in the competitive state, local, and education (SLED) market. With this certification, Zultys Partners can now offer seamless Single Sign-On (SSO) and Multi-Factor Authentication (MFA) integration through ClassLink, making it easier for schools and government agencies to incorporate Zultys into their existing systems and streamline access. By pairing ClassLink integration with Zultys' true hybrid deployment, 99.9999% uptime, and HIPAA-compliant security, Partners can confidently pursue larger, more complex SLED opportunities. Seamless SSO integration with ZAC (Zultys Advanced Communicator), Web ZAC, and Mobile ZAC simplifies administration and improves the user experience, helping Partners deliver Zultys' secure, reliable communications where it matters most. "ClassLink certification isn't just an integration — it's a powerful differentiator for Partners," said John Osgood, Executive Vice President of Sales and Marketing at Zultys. "It sets a new benchmark for telephony integration in the SLED market, giving our Partners a bold advantage to break into new markets and better meet the communication demands of today's schools and local governments." ClassLink is a leading provider of identity and analytics products for the education sector and beyond. It supports over 20 million students and staff across more than 3,000 school systems and continues to expand nationwide, including into state and local government. Through ClassLink, users can securely log in once to access all their digital resources, streamlining workflows and enhancing security. Learn more about Zultys in the education industry here: About Zultys Zultys delivers an easy-to-use, secure, and reliable platform designed to streamline communications and increase productivity for businesses of all sizes. Please visit for more information. About ClassLink ClassLink is a global education provider of identity and analytics products that create more time for learning and help schools better understand digital engagement. As leading advocates for open data standards, we offer instant access to apps and files with single sign-on, streamline class rostering, automate account provisioning, and provide actionable analytics. ClassLink empowers 22 million students and staff in over 3,000 school systems. Visit to learn more. View source version on Contacts For media inquiries, please contact: Jenny MatkovichVP of Marketing and CommunicationsZultysP: Sign in to access your portfolio
National Post
7 days ago
- Business
- National Post
Sangoma Leverages AWS to Deliver Flexible, Secure UCaaS and Contact Center Services
Article content MARKHAM, Ontario — Sangoma Technologies Corporation (TSX: STC; Nasdaq: SANG) ('Sangoma'), a trusted industry leader offering businesses a choice of on-premises, cloud-based, or hybrid Communications as a Service solutions, announced today its expanded use of Amazon Web Services (AWS) to deliver scalable, secure, and unified cloud communications solutions to customers across industries. By leveraging a robust set of AWS services—including Amazon EKS, EC2, RDS, ElastiCache, ECR, S3, Route 53, and AWS Secrets Manager—Sangoma enables businesses to run its Cloud UCaaS platform (Business Voice) and advanced Contact Center solutions with high availability, reliability, and agility. Article content Article content This strategic implementation allows organizations to consolidate communications under a single provider while benefiting from the performance and stability of a cloud-native infrastructure. Article content 'Our customers want simplicity and performance without compromise,' said Charles Salameh, CEO of Sangoma. 'With our services powered by AWS, businesses are able to consolidate their communications needs with one trusted provider – on highly reliable cloud infrastructure. By building on AWS, we're delivering a secure, scalable platform that's purpose-built for the future. This collaboration serves as an example for how Sangoma can bring integrated, cloud-native solutions to mid-sized enterprises—setting a new standard for modern communications.' Article content Two organizations exemplifying the value of this solution are a large healthcare provider supporting remote patient coordination, and a nationally recognized breakfast restaurant chain with hundreds of locations. Both companies use Sangoma's UCaaS and Contact Center solutions on AWS to keep communications clear, teams connected, and day-to-day operations dependable. Article content The large home healthcare provider improved patient care by keeping distributed teams connected with AWS-powered 99.99% uptime and protecting sensitive data with HIPAA-compliant practices. Article content The national breakfast restaurant chain uses the Sangoma platform on AWS at its headquarters to support better guest services and simplify operations. The solution provides clear calls, quick setup, disaster readiness, and reliable communication during busy hours. Article content 'Sangoma's implementation of AWS helps organizations modernize communications, reduce costs, and run operations with confidence,' said Steve Teitelbaum, Head of Telco for North America at AWS. 'We're proud to support Sangoma's mission to bring flexible, scalable communications to companies across industries so they can focus more on core business operations.' Article content With AWS powering its services, Sangoma provides global scalability, enterprise-grade security, and easy integration, empowering essential communications for businesses of all sizes. Key AWS services in use include: Article content Amazon EKS & EC2 for container orchestration and elastic compute Amazon RDS & S3 for secure, scalable data storage Amazon ElastiCache & Route 53 for performance and global failover AWS ECR & Secrets Manager for DevOps efficiency and data protection Article content As more businesses move to cloud-first strategies, Sangoma's implementation of AWS services stands as a model for how technology providers can deliver unified, mission-critical solutions that grow with each customer's needs. Article content About Sangoma: Sangoma (TSX: STC; Nasdaq: SANG) is a leading business communications platform provider with solutions that include its award-winning UCaaS, CCaaS, CPaaS, and Trunking technologies. The enterprise-grade communications suite is developed in-house; available for cloud, hybrid, or on-premises deployments. Additionally, Sangoma's integrated approach provides managed services for connectivity, network, and security. A trusted communications partner with over 40 years on the market, Sangoma has over 2.7 million UC seats across a diversified base of over 100,000 customers. Sangoma has been recognized for ten years running in the Gartner UCaaS Magic Quadrant. As the primary developer and sponsor of the open-source Asterisk and FreePBX projects, Sangoma is determined to drive innovation in communication technology. For more information, visit Article content About AWS: Since 2006, Amazon Web Services has been the world's most comprehensive and broadly adopted cloud. AWS has been continually expanding its services to support virtually any workload, and it now has more than 240 fully featured services for compute, storage, databases, networking, analytics, machine learning and artificial intelligence (AI), Internet of Things (IoT), mobile, security, hybrid, media, and application development, deployment, and management from 108 Availability Zones within 34 geographic regions, with announced plans for 18 more Availability Zones and six more AWS Regions in Mexico, New Zealand, the Kingdom of Saudi Arabia, Taiwan, Thailand, and the AWS European Sovereign Cloud. Millions of customers—including the fastest-growing startups, largest enterprises, and leading government agencies—trust AWS to power their infrastructure, become more agile, and lower costs. To learn more about AWS, visit Article content Article content Article content Article content Article content Contacts Article content Article content Article content
Yahoo
17-04-2025
- Business
- Yahoo
NICE Named Leader In 2025 Aragon Research GlobeTM for AI Agent Platforms in the Intelligent Contact Center
CXone Mpower highlighted for delivering true end-to-end workflow automation for customer service HOBOKEN, N.J., April 17, 2025--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced that it has been named a Leader in the 2025 Aragon Research GlobeTM for AI Agent Platforms in the Intelligent Contact Center report. The Globe identified NICE for its strengths, notably its CXone Mpower AI platform orchestrating customer service workflows, agents and knowledge at impressive scale and precision driving predictive, proactive and personalized interactions. NICE recently introduced CXone Mpower Orchestrator, a groundbreaking solution that leverages AI to proactively analyze, optimize and automate customer-service workflows for high-value use cases across both front-office care and back-office operations. It reduces costs and delivers rapid resolutions from intent to closure. Aragon also acknowledged NICE's global partner ecosystem as another strength. NICE's partner ecosystem is powered by customer-inspired partnerships. As customers push for faster, scalable outcomes, NICE aligns its partnership strategies to meet these demands. With a broad network of partners, NICE can quickly identify the right ones to drive success, ensuring it meets evolving customer needs with speed and precision. Aragon Research analysts evaluated 21 providers in the market and the growing use cases for virtual agents in the Contact Center. "AI Agent Platforms are transforming contact centers, enabling them to deliver better customer service and boost efficiency." said Jim Lundy, Founder and CEO of Aragon Research. "NICE's approach to distinguish itself includes its partner ecosystem and ability to automate complex workflows and deliver predictive, proactive, and personalized interactions." Barry Cooper, President, CX Division, NICE, said, "Businesses have made it clear that they need a CX platform that supports and optimizes all the ways consumers and organizations interact. I believe being named a Leader in Aragon Research's AI Agent Platforms in the Intelligent Contact Center GlobeTM is an indicator of CXone Mpower's ability to unite human and AI agents on its single, AI platform. CXone Mpower is driving a new wave of productivity, efficiency, and innovation across every service touchpoint." Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications, and does not advise users to select those vendors that are rated the highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained in them "AS IS," without warranty of any kind. About NICEWith NICE (Nasdaq: NICE), it's never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world's #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE's marks, please see: Forward-Looking StatementsThis press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Cooper, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the "Company"). In some cases, such forward-looking statements can be identified by terms such as "believe," "expect," "seek," "may," "will," "intend," "should," "project," "anticipate," "plan," "estimate," or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in economic and business conditions; competition; successful execution of the Company's growth strategy; success and growth of the Company's cloud Software-as-a-Service business; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company's dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security breaches against the Company; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the Middle East that may disrupt our business and the global economy; the effect of newly enacted or modified laws, regulation or standards on the Company and our products and various other factors and uncertainties discussed in our filings with the U.S. Securities and Exchange Commission (the "SEC"). For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the SEC, including the Company's Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law. View source version on Contacts Corporate Media Contact Christopher Irwin-Dudek, +1 201 561 4442, media@ ET Investors Marty Cohen, +1 551 256 5354, ir@ ETOmri Arens, +972 3 763 0127, ir@ CET Sign in to access your portfolio
Associated Press
25-02-2025
- Business
- Associated Press
GoTo Launches Generative AI-Powered Quality Management Solution to Boost Contact Center Performance and Customer Satisfaction
GoTo, the leader in cloud communications and IT, today introduced AI Quality Management, a key workforce engagement management (WEM) offering for GoTo Connect Contact Center. AI Quality Management improves a company's customer service by using generative AI to simplify agent coaching and training through automated AI-powered reporting and analysis. An effective contact center is essential for building lasting customer loyalty. However, 77% of managers say they lack the bandwidth to thoroughly analyze agent performance and quality data. AI Quality Management for GoTo Connect Contact Center addresses this challenge by automatically and consistently evaluating all inbound queue calls within minutes, providing instant, actionable insights. Automating this analysis crucially frees up human time for coaching, training, and other complex tasks. With AI Quality Management, contact center managers can now pinpoint opportunities for improvement, take corrective action, and collaborate with their teams to enhance performance and drive customer satisfaction. 'Traditionally, contact center managers manually review small samples of calls to assess the quality of customer interactions – a time-consuming process that often lacks actionable insights to improve the customer experience,' says Damon Covey, General Manager, UCC at GoTo. 'This approach also results in missed opportunities for agent coaching and performance improvement. With AI Quality Management for GoTo Connect Contact Center, businesses can leverage generative AI to transform a once tedious task into an efficient, automated process, empowering businesses to continuously improve the quality of every customer interaction.' AI-powered Quality Management addresses and automates the reporting process, boosting customer experience with higher customer satisfaction (CSAT) scores, and reducing supervisor workload with scoring automation. Key benefits include: Immediate, actionable results: Automates the review of 100% of queue calls instead of manually spot checking, backed by minimal setup and configuration. Gain time back: Eliminates the need for manual reviews, freeing up time to focus on coaching, training, and more complex tasks. Reveal opportunities for improvement: Identifies and quickly resolves quality issues, ensuring higher CSAT and consistent service delivery among agents. Elevate team with insights: Empowers supervisors with insights to highlight agents who excel at customer service and helps improve the performance of those needing coaching. Inspire agent growth: Fosters trust among agents with clear customer service standards and consistent AI that evaluates performance without bias using data-driven quality assurance. 'AI-powered Quality Management for GoTo Connect Contact Center helped us confidently identify specific areas for agent development,' says Austin Nolen, Chief Operating Officer, Web-Don Inc. 'By introducing a targeted question of the month around agent performance for the AI solution to analyze, we saw a more than 50% improvement in that area, significantly boosting our customer service.' GoTo, the leader in cloud communications and IT, is dedicated to powering a world of work without limits. Featuring flagship products GoTo Connect, LogMeIn Resolve, and LogMeIn Rescue, the GoTo portfolio offers secure, reliable, AI-enabled solutions that are simple to adopt for small and midsize businesses, and scalable to enterprises worldwide. GoTo continuously improves human experiences for AI-enabled workforces across hundreds of thousands of customers. The company is headquartered in Boston, Massachusetts, with approximately $1 billion in annual revenue and 2,800 employees throughout North America, South America, Europe, Asia, and Australia. +1 617-279-2443 SOURCE: GoTo Copyright Business Wire 2025. PUB: 02/25/2025 08:57 AM/DISC: 02/25/2025 08:58 AM
