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Business Wire
10 hours ago
- Business
- Business Wire
IntelePeer Announces Business Results For 1 st Half of 2025
DANIA BEACH, Fla.--(BUSINESS WIRE)--IntelePeer, the leading end-to-end conversational AI platform provider, today reports its business results for the first half of 2025. In addition to contracted annual recurring revenue (cARR) for the company's enterprise segment growing by 37% versus the same period in 2024, AI related cARR increased by 60%. In the healthcare vertical, the company is now serving more than 1,500 clinics throughout North America due to strong demand for its AI-powered solutions. In the first half of 2025, IntelePeer saw a growing number of customers turn to its conversational AI platform and suite of AI and analytics capabilities to deliver more meaningful and personalized experiences. Approximately 165M interactions were handled by IntelePeer's platform and usage of the company's revolutionary SmartAgent solution continued to grow with approximately 80% of all transactions being handled by an AI agent. 'The first half of 2025 has been a defining period for IntelePeer, marked by record-breaking bookings and rapid adoption of our AI solutions,' commented IntelePeer Chief Executive Officer Frank Fawzi. 'Our unprecedented growth in AI revenue is a testament to the trust our customers place in our platform and the transformative power of our conversational AI solutions. We're proud to be helping organizations deliver more personalized, efficient, and impactful customer experiences at scale.' Building on its momentum as a leader in conversational AI, IntelePeer delivered significant advancements across its voice and agentic AI platforms. Its next-generation voice AI engine was enhanced to set new industry benchmarks in voice fidelity, responsiveness, and natural conversational flow. The company also launched its agentic AI platform into full production, introducing a new class of composable, task-specific virtual agents capable of listening, understanding, and responding in real time with human-like fluency. Expanding into vertical SaaS, the company unveiled IntelePeer SmartAgent for DSOs (Dental Service Organizations)—its first domain-specific solution designed to streamline dental practice management and automate patient communications. Business Highlights and Customer Successes Fueled by AI, IntelePeer saw its largest number of AI deals booked during the first half of the year and had dozens of new customers turning to IntelePeer's conversational AI platform to help provide meaningful and personalized experiences. SmartAnalytics, a comprehensive suite of reporting and insight tools that captures every customer interaction with both AI agents and live representatives, was introduced. The company announced a strategic partnership with SOAP Health, the pioneer of AI-First Primary Care, to transform both administrative and clinical efficiency across the healthcare industry. The company received a Net Promoter Score (NPS) of 86 indicating high relationship satisfaction with its customers. Jefferson Dental & Orthodontics selected IntelePeer's conversational AI platform to transform patient engagement and streamline operations across its 70+ locations. Unio Health Partners announced a multi-year partnership with IntelePeer, leveraging the company's industry-leading SmartOffice and SmartEngage solutions to reduce long hold times, manage call volume spikes, and minimize revenue loss from patient no-shows, while simultaneously improving operational efficiency. IntelePeer partnered with Marquette University School of Dentistry, Wisconsin's only dental school, to deploy its SmartOffice solution. Expanding its partner portfolio, the company joined Henry Schein One API Exchange and Academic partner programs, athenahealth's Marketplace program, and joined forces with Redox to accelerate implementation timelines of AI solutions. Industry Partnerships and Recognition Throughout the first half of the year, IntelePeer continued developing key industry partnerships and received numerous accolades for its AI and customer innovation and culture, including: The 2025 DMG Consulting LLC 'Conversational AI Solutions for the Enterprise' report included IntelePeer as a featured vendor and highlighted the solution's ability to address service and contact center-related functions. IntelePeer was included in the Opus Research '2025 Conversational AI Intelliview' report. With tools and resources for creation and management of Conversational and Generative AI, Opus noted the company's ability to align solutions to meet enterprise needs with product completeness, reliability, future vision, and platform maturity. IntelePeer achieved ISO/IEC 42001 certification, demonstrating its commitment to managing its AI-powered service offerings responsibly, ethically, and transparently, and the company's AI Hub and suite of Smart automation solutions earned certified status by HITRUST for information security. This is in addition to compliance achieved with ISO 27001, PCI, and HIPAA standards. The company received a CUSTOMER magazine Voice AI Technology Excellence Award for its next generation voice AI engine. It also captured an Innovation Award for its AI Hub, SmartAgent, and SmartOffice solutions, and an Excellence in Customer Service Award for its leadership in service excellence; both presented by the Business Intelligence Group. "As we look to the second half of the year, we're building on this momentum with continued innovation across our voice and agentic AI platforms. With strong momentum, a growing portfolio of vertical-specific solutions, and strategic partnerships expanding our reach, we're well-positioned to accelerate growth and redefine what's possible in AI-powered customer engagement,' concluded Fawzi. For more information, visit: About IntelePeer IntelePeer streamlines customer interactions, enabling businesses and contact centers to lower costs, improve customer experience, and accelerate return on investment. Harnessing the power of agentic AI, IntelePeer's Conversational AI Platform delivers speed, observability, visibility, and flexibility — all built on top of a global, secure communications network. Producing human-like interactions, the platform automates voice and digital customer service capabilities and provides industry-leading time-to-value with solutions that work seamlessly with existing enterprise software and infrastructure, and easy-to-use tools that can be utilized by anyone.
Fast Company
31-07-2025
- Business
- Fast Company
Pursue performance over benchmarking for ultimate success
Regression to the mean is the unfortunate outcome of most benchmarking today. The Fast Company Impact Council is an invitation-only membership community of top leaders and experts who pay dues for access to peer learning, thought leadership, and more. BY Listen to this Article More info 0:00 / 6:35 'How are we doing against the industry benchmark?' This question made me recoil, and I felt my body tense up. I heard it twice in a short period of time at two different organizations. In both cases, the question led toward the same outcome: justifying current performance and not seeking true excellence. Ever since customer satisfaction and employee engagement surveys began, survey companies have been selling benchmark data to their clients. I have personally been involved with surveys for over three decades and I consistently object to the practice. In short, survey providers who cannot help their clients truly address the issues discovered sell them excuses about why they are good enough. Yes, it makes me mad. Why? Because it is the ultimate deception. As long as there is a lengthy list of bottom feeders in your industry, you are safe. You are not that bad. And with this false sense of security, you will make the biggest mistake: understanding your customers and creating exceptional value that will be worth the price and profit margins you charge. Two cases exemplify the issue Let me explain using two examples. In the first, the organization was celebrating an improved Net Promoter Score (NPS). Their 10-point jump sounded very respectable. But it was based on a 9% sample of its customers. 'Where are the other 91% of your customers,' I asked. 'If they refuse to respond to a 5 minute survey, how committed are they to a long-term profitable relationship?' Stop celebrating relative successes and instead examine the true essence of your customer relationships. In the second case, the company enjoyed close to a 90% response rate from its employees and celebrated beating the benchmark by double digit points. Cause for celebration, right? Think again. The company is a top industry performer and should never compare itself to the average. This company's expectations are very different than the expectations of number 50 on the industry list. It ought to determine how to lead the industry, not follow it! Benchmarking—the wrong perspective Using industry benchmarks has its flaws: Regression to the mean: Benchmarking directs the attention to the industry average, not the leaders. Imitation over innovation: When focusing on competitors' perspectives, one imitates their practices, not creating new one to delight customers. Competitors over customers: Focusing on competitors provides the wrong reference point for business value creation. Instead, focus on the customers. Blind context: Companies factor many decisions into creating and delivering value, which is then reflected in their customer scores. Profitability, market segments, and cost positioning are a few factors that can direct different strategies and therefore different customer engagement. Lowering standards: Benchmarking often results in relaxed performance standards. If the mean is acceptable, so is the justification to ignore the performance of competitors exceeding it. Future backwards: Customer scores reflect past performance and past value delivery. Companies may already be innovating, but those new developments are not part of the overall discussion as they are not reflected in the scores. But beyond these arguments, there is simple trust. The business truth we ought to consider above all. Is 50% customer satisfaction a good or bad number? If the industry benchmark is 22%, you are killing it. Keep it up If the industry benchmark is 83%, you are in trouble. Do you understand how ridiculous this conclusion is? Fifty percent of your customers are not happy with the value you deliver. They are at risk of switching to the competition. Should that a big enough red flag for immediate attention? In the empowered-customer era, we can no longer afford to compromise and play with the number. We live in a world where every customer is a segment of one. A personal brand using our product or solutions to promote their brand. They create content publicly and share their opinions. No, 50% customer satisfaction should not be considered good results. Unless, of course, you decide to get rid of the other 50% of your customer base. The pursuit of absolute performance In the late 1970s, benchmarking was first introduced by Xerox Corporation to compare themselves to their intense Japanese competitors and ensure they raise their performance bar. The original purpose was constant improvements and adopting best practices. But like many great concepts, it has become a method to relax the pursuit of excellence. Even for the bottom feeders in any benchmark, the goal was to become average, not exceptional. In a time when we are concerned about the impact of AI on organizations and performance, we can be confident that average work will be automated and taken over by AI. True exceptional value will be the survivor of the fittest. If your response level is low, it means your customers do not believe the sincerity of the dialogue you proclaim to conduct. If your employees do not take the time to respond, your situation is dire. The current state of surveys does not seem to produce the sincere dialogue necessary to truly improve relationships (customers or employees). We need to rethink this system. The addiction to the false sense of security peddled by survey companies with benchmark data should end. It is the pursuit of relative performance over ultimate performance. Relative performance focuses on the good enough vis a vis the competition. Ultimate performance is delightful and surprising customers, so they have no reason to consider any other provider. The former creates a false sense of security the latter ensures business continuity. To achieve ultimate performance, we ought to establish a true dialogue with our customers. A dialogue in which customers take the time to provide the insights and organizations address it sincerely, completely, and on time. This is not a one-time event but rather an ongoing dialogue about the performance process, ensuring that we are always ahead, not with the industry average, but with our customers' expectations. In a world of ultimate performance, the real question we ought to ask is 'How can we outdo the current performance and value?' Lior Arussy is chairperson of ImprintCX and author of Dare to Author! The early-rate deadline for Fast Company's Most Innovative Companies Awards is Friday, September 5, at 11:59 p.m. PT. Apply today.
Business Wire
30-07-2025
- Business
- Business Wire
Outdoor Wi-Fi Experiences for Homes, Businesses, and Communities Accelerate ARPU and NPS Gains for Calix-Partnered Broadband Experience Providers
SAN JOSE, Calif.--(BUSINESS WIRE)--Today, Calix, Inc. (NYSE: CALX) announced that an increasing number of broadband service providers (BSPs) are successfully differentiating their offerings with secure, high-performance outdoor Wi-Fi, making their brands synonymous with exciting outdoor experiences. By leveraging the Calix Broadband Platform and SmartLife ™ managed services, they are rapidly delivering these experiences to residential and business subscribers—as well as entire communities. BSP leaders like ECE Fiber, GVTC Communications (GVTC), Norvado, and Tombigbee Fiber, LLC are deploying outdoor Wi-Fi to drive ROI on key success metrics—including a 10 percent increase in average revenue per user (ARPU) and 200 percent higher Net Promoter Scores℠ (NPS®). 'From gazebos and backyards to patios and parks, Calix is helping us bring secure Wi-Fi to spaces where people live, work, and gather—amplifying exceptional broadband experiences in every corner of our communities,' said Chad Young, CEO at Norvado. BSPs are evolving into broadband experience providers (BXPs) that deliver more than just connectivity. They are delivering experiences—including secure outdoor Wi-Fi everywhere subscribers need it. With the Calix Platform, which includes an industry-leading Unlimited Subscriber managed Wi-Fi portfolio, BSPs can offer a wide range of outdoor Wi-Fi systems to meet any subscriber need—no matter the environment. These include high-performance, hardened, standards-based systems like the Calix GigaSpire® u4hm and long-range GigaPro® p6dx, delivering outdoor Wi-Fi everywhere subscribers live, work, and play. These systems work seamlessly out of the box. Because they operate on a single, cloud-enabled platform, BSPs can simplify operations, accelerate deployments, and streamline management. The same cloud capabilities also enable BSPs to easily run high-impact, personalized campaigns that drive engagement and deliver exceptional outdoor Wi-Fi experiences for backyards, coffee shops, patios, community parks, and more. These four Calix-partnered BSPs are innovating on outdoor Wi-Fi: ECE Fiber lifts ARPU 10 percent with unique 'Digital Trendsetter' plan for homes and an osprey camera for the community. As the internet arm of East Central Energy, ECE Fiber launched tailored residential offerings built on Calix SmartHome ™ managed services, leading to a 10 percent ARPU increase. Plans like Digital Trendsetter offer high-performance outdoor Wi-Fi to enhance home broadband experiences and power local community initiatives. Partnering with local high school students, ECE Fiber used outdoor Wi-Fi to livestream an osprey camera 40 feet above Rush City, Minnesota—creating a unique outdoor experience that blends education, conservation, and community. GVTC leverages Calix Cloud to launch successful 'summer outdoor Wi-Fi' campaign to support expansive residential properties. GVTC expanded their residential offerings with outdoor Wi-Fi—delivering secure broadband to single-family homes, large suburban properties, home farms, and more. Partnering with Calix Success, GVTC utilized Calix Cloud ® insights to identify subscribers who would most benefit from premium outdoor coverage, driving awareness through mobile notifications, social media, and email. Early deployments are ramping quickly. This data-driven approach helps GVTC retain loyal subscribers, attract new ones, and deliver outdoor coverage built for the Texas environment. Exceptional outdoor Wi-Fi for homes and businesses helps Norvado triple NPS in one year. With new services that extend SmartHome experiences to backyards, boathouses, docks, and patios, Norvado is meeting residential needs while using Calix SmartBiz ™ to become the small business partner of choice across northern Wisconsin. This dual focus has helped Norvado triple NPS in just one year. They continue to do good for their communities by supporting a high school eSports team and local revitalization efforts through the chamber of commerce. Tombigbee Fiber rapidly expands SmartTown Wi-Fi to reach more schools, parks, and community centers. Tombigbee partnered with Calix Success to expand their Calix SmartTown ™ Wi-Fi offering and bring exceptional broadband to hundreds more public spaces across northern Mississippi. In recent months, Tombigbee has grown SmartTown usage by 167 percent. The innovative BSP continues to activate residential GigaSpires and recently deployed 300 GigaPros to extend secure outdoor Wi-Fi to more schools, parks, sporting events, community centers, and downtown districts. Since SmartTown is fully integrated with the Calix Platform, Tombigbee has scaled with extreme efficiency—even providing free access to local first responders. 'Outdoor Wi-Fi transforms everyday life and deepens community ties,' said Chad Young, chief executive officer at Norvado. 'We have seen firsthand the excitement when subscribers realize their broadband and managed services rival that of any big city and will follow them out their front door and across their properties. From gazebos and backyards to patios and parks, Calix is helping us bring secure Wi-Fi to spaces where people live, work, and gather—amplifying exceptional broadband experiences in every corner of our communities.' 'Subscribers today expect broadband everywhere they live, work, and play,' said Michael Weening, president and chief executive officer at Calix. 'Yet many providers struggle to efficiently expand their footprint outdoors—limiting their ability to grow ARPU, strengthen loyalty, and reinforce their brand. With Calix, BSPs can deploy outdoor Wi-Fi in minutes to cover homes, farmers markets, parks, stadiums, and greenways—while leveraging cloud insights to reach the right subscribers with compelling offers. This is why innovative leaders like ECE Fiber, GVTC, Norvado, and Tombigbee Fiber are seeing results like a 10 percent ARPU increase and tripled NPS. Outdoor Wi-Fi positions any BSP to transform into a broadband experience provider—owning their markets, delighting subscribers, and growing their value.' Discover how the Calix Broadband Platform and integrated SmartLife managed services enable providers of any size to quickly deploy outdoor services to grow, compete, and lead. About Calix Calix, Inc. (NYSE: CALX)—Calix is an appliance-based platform, cloud and managed services company. Broadband experience providers leverage Calix's broadband platform, cloud and managed services to simplify their operations, subscriber engagement and services; innovate for their consumer, business and municipal subscribers; and grow their value for members, investors and the communities they serve. Our end-to-end platform and managed services democratize the use of data - enabling our customers of any size to operate efficiently, acquire subscribers and deliver exceptional experiences. Calix is dedicated to driving continuous improvement in partnership with our growing ecosystem to support the transformation of our customers and their communities. This press release contains forward-looking statements that are based upon management's current expectations and are inherently uncertain. Forward-looking statements are based upon information available to us as of the date of this release, and we assume no obligation to revise or update any such forward-looking statement to reflect any event or circumstance after the date of this release, except as required by law. Actual results and the timing of events could differ materially from current expectations based on risks and uncertainties affecting Calix's business. The reader is cautioned not to rely on the forward-looking statements contained in this press release. Additional information on potential factors that could affect Calix's results and other risks and uncertainties are detailed in its quarterly reports on Form 10-Q and Annual Report on Form 10-K filed with the SEC and available at Calix and the Calix logo are trademarks or registered trademarks of Calix and/or its affiliates in the U.S. and other countries. A listing of Calix's trademarks can be found at Third-party trademarks mentioned are the property of their respective owners. Net Promoter ®, NPS ®, NPS Prism ®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.
News18
18-07-2025
- Health
- News18
Kenvue ties up with API to launch Indias first Cough Clinics
New Delhi, Jul 18 (PTI) Kenvue, a consumer health company and makers of Benadryl cough syrup, on Friday announced the launch of 'Cough Clinics', an industry-first initiative, in association with the Association of Physicians of India (API). As part of this scientific initiative, Kenvue plans to establish 10 Cough Centres of Excellence across India. These centres will run 'Cough Clinics' with an aim to scale knowledge on scientific best practices around cough evaluation and expand its usage in treatment, said Kenvue in a statement. 'We are working with health care professionals to raise awareness of non-bronchodilator formulations for productive cough since there is enough evidence to show that not all productive coughs need a bronchodilator," said Prashant Shinde, Business Unit Head, Self-Care, Kenvue India. In India, the average adult experiences about three episodes of cough per year, while children may experience 7-10 episodes per year, according to experts. However, cough syrup formulations have been under the scanner in recent times due to the lack of therapeutic justification behind some of the prevalent formulations in the market. Despite high occurrences of coughs and respiratory illnesses, 70 per cent of individuals receive experience-based therapy without a confirmed diagnosis as confirmed in an article published in Journal of Association of Physicians of India. The absence of a systematic approach has often led to the use of multi-ingredient irrational cough formulations, increasing the risk of side effects and escalating treatment costs especially in vulnerable sections of the population including elderly and children. With an aim to address this gap, 'Cough Clinics' by Kenvue and API seek to redefine cough evaluation and management by equipping health care professionals with a simplified, science-backed approach rooted in symptom categorization. Agam Vora, General Secretary, API, said, 'Despite the high burden of cough-related consultations in India, standardized diagnostic tools have largely been missing in primary care, leading to overdependence on empirical treatment and missed opportunities for early intervention. 'We are delighted to launch India's first ever Cough Clinics in association with Kenvue to offer physicians in primary care with specialized training and tools to understand different types of coughs and improve patient care." The Cough Clinics will comprise three learning modules. Each module is designed to focus on specific aspects of cough evaluation, sound recognition, treatment decision-making, and rational treatment. The content has been curated and validated by experts from the Association of Physicians of India (API), and each session will be anchored by leading Pulmonologists, the statement said. Every participating physician will undergo a thorough assessment to measure the knowledge shift as well as a Net Promoter Score will be collected to evaluate experience and effectiveness, it stated. PTI PLB DRR view comments First Published: July 18, 2025, 13:30 IST Disclaimer: Comments reflect users' views, not News18's. Please keep discussions respectful and constructive. Abusive, defamatory, or illegal comments will be removed. News18 may disable any comment at its discretion. By posting, you agree to our Terms of Use and Privacy Policy.
The Hindu
17-07-2025
- Health
- The Hindu
Kenvue ties up with API to launch ‘Cough Clinics' to train Drs
With the duration and frequency of cough episodes increasing among Indians since the onset of COVID-19, Kenvue, the world's largest consumer health company by revenue and makers of Benadryl cough syrup, has announced 'Cough Clinics', an industry-first initiative in association with the Association of Physicians of India (API). As part of this scientific initiative, Kenvue would establish 10 Cough Centres of Excellence across India where over 1,000 doctors would be trained in one year for effective diagnosis of cough and prescribe the right medicine. The first Cough Centre of Excellence has been launched in Mumbai at BSES Hospital, Andheri. Prashant Shinde, Business Unit Head, Self-Care, Kenvue India, said, 'Benadryl, has been trusted by doctors for over 50 years. We continue working closely with health care professionals to advance the science behind cough and bring the most targeted solutions to deliver superior treatment outcomes.' 'Through our collaboration with API as we will jointly simplify cough management. This initiative will help provide crucial clinical training to healthcare professionals and equip them to follow evidence-based management strategies in cough.' Dr. Agam Vora, Hon. General Secretary, API, said, 'Despite the high burden of cough-related consultations in India, standardized diagnostic tools have largely been missing in primary care, leading to overdependence on empirical treatment and missed opportunities for early intervention.' 'The Cough Clinics will offer physicians in primary care with specialized training and tools to understand different types of coughs and improve patient care,' he said. The Cough Clinics will comprise of three learning modules. Each module is designed to focus on specific aspects of cough evaluation, sound recognition, treatment decision-making, and rational treatment. The content has been curated and validated by experts from the Association of Physicians of India (API), and each session will be anchored by leading Pulmonologists. Every participating physician will undergo a thorough assessment to measure the knowledge shift as well as a Net Promoter Score (NPS) will be collected to evaluate experience and effectiveness. Following the Mumbai launch, the initiative will roll out in key cities including Lucknow, Chandigarh, Hyderabad, Bengaluru, Chennai and Kolkata in the coming months. In India, the average adult experiences about three episodes of cough per year while children may experience 7-10 episodes per year. Cough is one of the most common symptoms treated by primary care physicians. However, cough syrup formulations have been under the scanner in recent times due to the lack of therapeutic justification behind some of the prevalent formulations in the market. Despite high occurrence of coughs and respiratory illnesses, 70% individuals receive experience-based therapy without a confirmed diagnosis. The absence of a systematic approach has often led to the use of multi-ingredient irrational cough formulations, increasing the risk of side effects and escalating treatment costs especially in vulnerable sections of population including elderly and children.
