The PRWIRE Press Releases https:// 2018-10-28T23:43:58Z VoiceFoundry Launch Agent Desktop for Vision Impaired Contact Centre Agents 2018-10-28T23:43:58Z voicefoundry-launch-special-agent-desktop-vision-impaired-contact-centre-agents Sydney, Australia – 29 October 2018 – VoiceFoundry, a principal provider of cloud-based contact centre solutions with a unique focus on customer experience and automation in Asia Pacific, North America and the United Kingdom recently announced the launch of an Amazon Connect Accessible Agent Desktop for vision impaired contact centre agents at Vision Australia. Vision Australia required a contact centre solution that would allow blind, low vision and sighted agents to have the same experience, functionality and business tools to service their customers. They choose Amazon Connect cloud contact centre as their core technology as its open interfaces (APIs) provide the flexibility required to easily adapt agent tools to cater for their vision impaired staff. Matthew Staniforth, National Contact Centre Manager for Vision Australia said “Our aim in the contact centre is to have tools that will enable us to employ the best person for the role. This should be without regard to their ability to be able to commute to one of our sites within Australia or their level of sight.  The only way for us to achieve this is to have accessible agent and supervisor work spaces, that can be accessed remotely and securely.” The Agent Desktop needed to be simple, accessible and available from any location. Fully integrated to Amazon’s Contact Control Panel, central to the design was the ability to interface with Job Access with Speech (JAWS) screen reading technology. The Agent Desktop includes compatibility to ZoomText Magnifier (screen magnification application), functional shortcodes, interfaces to salesforce.com and Active Directory. Customers details are screen-popped based on their displayed phone number. VoiceFoundry partnered closely with the Vision Australia team to design, build and test the contact centre, with particular focus on the Accessible Agent Desktop. This included one-on-one interviews with agents who were going to use the desktop to ensure the design was fit for purpose. Working with the vision impaired was a unique experience as all traditional concepts in relation to User Interface design and aesthetics no longer applied. Steve Stewart, Professional Services Director at VoiceFoundry said “This has been a true partnership with Vision Australia. It was a complex and challenging design and iterative development process that focused on meeting the specific needs of their users.  What made it a truly rewarding experience for the development team was knowing that the end design and implementation would have an impact on the day to day lives of those vision impaired agents.  Our long term goal is to make this desktop available globally to any vision impaired agent that uses Amazon Connect. This is the first-time Vision Australia agents with low vision have had access to the same business tools as other staff. VoiceFoundry continues to gain momentum in the delivery of Amazon Connect deployments, supporting some of the most innovative contact centre implementations leveraging complementary AWS products like Amazon Lex and Polly.  Founded in 2016 specifically to support the Amazon Connect ecosystem, VoiceFoundry recently achieved the Advanced Consulting Partner status for delivering design and deployment services in support of Amazon Connect. About Vision Australia Vision Australia is a leading national provider of blindness and low vision services, supporting more than 27,500 people throughout Australia. Vision Australia’s mission is to support people who are blind or have low vision live the life they choose. A not-for-profit, they are a major participant in the international blindness community. www.visionaustralia.org Advancing Amazon Connect Implementation Success 2018-10-24T01:41:29Z advancing-amazon-connect-implementation-success Nottingham, United Kingdom – 24, October 2018 – VoiceFoundry, a principal provider of enterprise cloud-based contact centre solutions with a unique focus on customer experience and automation in North America, Australia and New Zealand, today announced that it is expanding their consulting services for Amazon Connect to the United Kingdom. VoiceFoundry continues to gain momentum in the delivery of Amazon Connect deployments, supporting some of the most innovative contact centre implementations leveraging complimentary AWS products like Amazon Lex and Polly.  Founded in 2016 specifically to support the Amazon Connect ecosystem, VoiceFoundry recently achieved the Advanced Consulting Partner status for delivering design and deployment services in support of Amazon Connect.  With a deep legacy of knowledge around Contact Centres and Customer Experience, VoiceFoundry brings an in-depth understanding of the major technology platforms currently driving Contact Centre operations.  A team of expert professionals, including solutions consultants, application developers, technical architects and AWS certified engineers, with over 100+ years of cumulative experience, deliver exceptional contact centre solutions across North America, APAC and now the UK. Global delivery of services for Amazon Connect grows with VoiceFoundry Amazon’s entry into the contact centre market is changing the Software-as-a-Service model completely.  No contracts or minimum commitments are necessary with Amazon Connect and there is just a simple price-per-minute for usage.  Amazon Connect continues to revolutionise the way businesses experience Contact Centre and Customer Experience technology and services and has disrupted the status quo of the traditional players. John Marino,  VoiceFoundry CEO,  said “ As the momentum for Amazon Connect grows globally, VoiceFoundry will be ready to help support customers as they seek to migrate or implement Amazon Connect into their contact centres.  We are excited to have our team in the UK join us on this journey and look forward to many customer successes abroad”. VoiceFoundry also partners with leading cloud workforce management and optimisation platforms offering standard Amazon connectors for CRM vendors including Zendesk, Salesforce, ServiceNow, Microsoft Dynamics and Freshdesk. This is complemented with a full suite of application development, implementation, consulting and managed services to deliver a comprehensive Contact Centre solution. VoiceFoundry works as the single point of contact and delivers a complete solution in order to make the implementation of Amazon Services as seamless as possible. VoiceFoundry Achieves Advanced Consulting Partner Status in the Amazon Web Services Partner Network 2018-10-18T01:59:09Z voicefoundry-achieves-advanced-consulting-partner-status-in-the-amazon-web-services-partner-network Tulsa, Oklahoma– 9 October 2018 – VoiceFoundry, a principal provider of enterprise cloud-based contact centre solutions with a specialised focus on customer experience and automation, today announced its achievement of Advanced Consulting Partner status in the Amazon Web Services (AWS) Partner Network (APN) for the delivery of services in support of Amazon Connect and other AWS services. VoiceFoundry is passionate about the delivery of cloud-based contact centre solutions and is uniquely focused on helping businesses migrate to the cloud with Amazon Connect. Founded in 2016 specifically to support the Amazon Connect ecosystem, VoiceFoundry recently met the requirements to achieve the APN Advanced Consulting Partner status for delivering design and deployment services in support of Amazon Connect. Taking a best practices approach and offering a broad range of services, VoiceFoundry works across the AWS services portfolio in order to provide a differentiated contact centre solution for customers.  Dedicated to the delivery of cloud-based solutions for natural, omni-channel success-oriented interactions, CTI, Artificial Intelligence (AI), Workforce Optimisation, User Design, Analytics and enterprise integrations, VoiceFoundry makes it easy for customers to enhance the customer experience by leveraging AWS. Achieving the next level of success in the APN journey Attaining the APN Advanced Consulting Partner status validates VoiceFoundry’s full commitment to the promotion and delivery of AWS. Achieving APN Advanced Consulting Partner status acknowledges the dedication to training and certification as well as the overall performance of VoiceFoundry as a trusted consulting provider for Amazon Connect. Lynn Teague, VP Strategic Accounts of VoiceFoundry says: “Our commitment to delivering the best solutions in support of AWS is unprecedented.  We are relentless in helping businesses improve customer engagement, while maximising the benefits of Amazon Connect. We have great respect for the Amazon Connect team and are energised by what the future holds for presenting differentiated contact centre solutions that impact the customer experience.” Bringing a deep legacy of knowledge and best practices around Contact Centres and Customer Experience to the table, VoiceFoundry understands the challenges that contact centres are facing today, particularly the growing customer demands and expectations. With over 100+ years of cumulative experience delivering exceptional contact centre solutions, VoiceFoundry presents experienced professionals including solutions consultants, application developers, technical architects and AWS certified engineers from across North America, Australia Pacific and the United Kingdom.