TTEC Holdings, Inc. (NASDAQ: TTEC) a Denver, CO-based Customer Experience as a Service (CXaaS) partner for iconic brands, is to acquire VoiceFoundry, a Tulsa, Okla.-based global partner of Amazon Web Services.
The amount of the deal, which will create an end-to-end CX delivery solution for Amazon Connect, was not disclosed. The U.S. and European parts of the acquisition closed today, with the Australian and ASEAN acquisition expected to close pending regulatory approvals.
The acquisition of VoiceFoundry adds Amazon Connect to TTEC’s Humanify Cloud, providing current and future clients with the optionality of AWS’s contact center capabilities using a unified per user per month (PUPM) offering for access to Humanify’s enhanced CX applications to complement AWS’s services. It also extends TTEC’s Humanifytm Cloud to Amazon Connect and provides clients with access to an enterprise-grade API integration and deployment platform, including Humanify’s intelligent administration, orchestration, analytics, and automation solutions. TTEC’s Humanify Cloud will now leverage Salesforce’s Service Cloud + Amazon Connect to offer contact center solutions sold by Salesforce.
The acquisition not only adds Amazon Connect to TTEC’s Humanify CX Marketplace, but it also extends TTEC Digital’s Humanify Cloud Integration and API platform to AWS, providing TTEC customers and prospects with cloud contact center optionality and a unified per user per month (PUPM) offering for access to over 50 enhanced CX applications to complement AWS’s services.
VoiceFoundry deploys Amazon Connect as well as other AWS services that focus on creating intelligent interactions across all engagement channels, serving large enterprise clients. Its expertise is focused on artificial intelligence (AI) and natural language automation, chatbots, CTI/CRM, enterprise integration, user-experience design, analytics, omnichannel engagement, and workforce optimization.
The acquisition adds 50+ blue chip companies to TTEC’s global account base, primarily in the public sector, e-commerce, financial services, travel, healthcare, and insurance industries.
VoiceFoundry CEO John Marino, who will join TTEC as Group Vice President for the AWS practice.
TTEC Holdings, Inc. (NASDAQ: TTEC) is a digital global customer experience technology and services company that delivers outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Founded in 1982, the company’s nearly 50,000 employees operate on six continents across the globe.