A holistic approach to customer and agent interactions, leveraging AWS services

VoiceFoundry, a provider of enterprise cloud-based contact center solutions with a unique focus on customer engagement and SynchroNet, a pioneer in delivering virtual desktop solutions, announced a collaborative partnership to drive a new level of customer and agent engagement. The partnership aligns two specialty Advanced Consulting Partners in the Amazon Web Services (AWS) Partner Network (APN) that have a singular focus of delivering contact center solutions based on AWS services.

This collaboration combines contact center expertise with AWS solutions to enhance the customer and agent experience. The partnership blends two critical components of the contact center together in a simple offering, enabling contact centers to quickly take advantage of AWS offerings like Amazon Connect and Amazon WorkSpaces.

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SynchroNet endeavors to reinvent the way people interact with systems and applications through innovation and collaboration on the cloud. Amazon WorkSpaces is a fully managed, secure Desktop-as-a-Service (DaaS) solution. SynchroNet leverages Amazon WorkSpaces to provide access to documents, applications, and resources, anywhere, anytime on any device. The solution is designed to improve End User Computing (EUC), and the partnership with VoiceFoundry can solidify the experience while expanding offerings.

Customers today are often challenged with managing the complexity of mixed vendor environments for voice path transmission, desktop latency, version control, bandwidth management and network optimization. All are issues faced by contact centers running VoIP and thin clients concurrently, which is why the alliance of VoiceFoundry and SynchroNet makes sense. This alliance is designed to help customers to easily manage these services under a single agreement. SynchroNet’s competency around the virtual desktop allows VoiceFoundry to effectively position AWS offerings in a single solution.

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“VoiceFoundry is excited about partnering with SynchroNet, a fellow APN Partner that is uniquely focused on services vital for success in the contact center, the agent desktop. Our joint offering makes it simple for customers to purchase, implement, and support both Amazon WorkSpaces and Amazon Connect under a holistic agreement rather than dealing with the complexity of multiple vendors,” says Lynn Teague, VP Sales. “We are devoted to developing and growing our business around Amazon Connect. Our passion lies in delivering one of the best customer experiences, mixed with the right collaborations that can fuel our ability to provide enhanced contact center solutions.”

“What we are most excited about is working with VoiceFoundry on these types of engagements to truly benefit the customer. It allows us each to excel at what we are best at, while providing innovative and collaborative solutions that leverage the benefits of the cloud,” states SynchroNet CEO, Darin Cook. “The customer is the ultimate winner, receiving best in class solutions, with enhanced implementation expertise from a partnership between customer-focused providers. It’s a win-win all around.”

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