Contact Center Solutions Featured Article

Avtex Acquires IAS for Improved CX

May 31, 2017

In the contact center, it’s all about the customer experience. Contact centers are often the first point of communications customers have with any given company, and it’s therefore important for all interactions to go smoothly. If a customer calls up a company with the hopes of resolving a problem, only to leave the conversation more stressed or angry than they started out, that’s not good for anyone.

Although it’s impossible to read customers’ minds to see exactly what they mean or what they’re looking for, agents are tasked with resolving issues as quickly and satisfactorily as possible. One thing that empowers agents to do so are contact center solutions. Giving agents the right tools in the contact center can vastly improve each and every customer interaction, which helps the overall image of the company.

For this reason, Avtex, a provider of Customer Interaction Management Solutions, announced this week that it has acquired Integrated Access Solutions (IAS), a customer experience (CX) and contact center solutions provider. IAS specializes in custom built, hand crafted contact center solutions leveraging the Genesys and Microsoft platforms.

As part of the acquisition process, the partners at IAS will join Avtex to share their knowledge of contact center and CRM experiences and technology. One of the reasons this acquisition has gone so smoothly is because the two companies have very similar goals, which should allow all team members to work well together.

“We’re really excited to bring the IAS team into the Avtex family and cement a broader footprint in the West,” said George Demou, Avtex President and CEO. “The IAS commitment to quality and focus on CX technologies aligns nicely with Avtex.”

Thanks to this acquisition, customers will be provided with an expanded portfolio of CX innovation and technical expertise. IAS will now be branded as Avtex and all employees will be retained.

Don Vander Wal, President and CEO of IAS, is excited about the possibilities this acquisition creates, saying, “Joining Avtex immediately expands our ability to deliver the very best customer experience to our clients and help to enable them to do the same for their customers…We truly look forward to adding the breadth of experience George and team bring across customer engagement, business productivity and contact center services.”

Edited by Maurice Nagle