Posts by Beth Ingebretson

The Customer is Always Right …Or are They?

L.L. Bean just updated their generous return policy. For over a century, they offered a lifetime return policy. This meant customers could return or exchange L.L. Bean merchandise at any time for any reason – even years after the initial purchase date. In a letter to customers Friday morning, the company said it has updated its return policy to give customers one year to return purchases, with a receipt: “Increasingly, a small, but growing number of customers has been interpreting our guarantee well beyond its original intent. Some view it as a lifetime product replacement program, expecting refunds for heavily
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Avtex Acquires Interactive Engineering Consortium

MINNEAPOLIS, MN – October 5, 2017 – Avtex, a provider of integrated interaction solutions, announced today the acquisition of Interactive Engineering Consortium (IEC), a Denver-based provider of contact center solutions and consulting services. IEC’s mission is to provide industry leading development, implementation and consulting services for clients leveraging Genesys on-premises and cloud contact center technology solutions. “IEC has built a very strong reputation nationally as a key implementation partner of Genesys,” said George Demou, Avtex President and CEO. “The addition of IEC to the Avtex family only strengthens our ability to deliver on very complex contact center environments designed to fuel
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Avtex recognized as Microsoft US Public Sector 2017 Partner of the Year Award Winner

MINNEAPOLIS, MN – September 11, 2017 – Avtex, a full-service customer experience and technology partner, today proudly announced it has won the Microsoft US Public Sector 2017 Partner of the Year Award. Microsoft’s US Public Sector 2017 Partner of the Year Award recognizes Avtex for exemplary commitment to Microsoft and to the government field. “Avtex is honored to be recognized as Microsoft’s 2017 US Public Partner of the Year,” said Sam Thepvongs, Vice President – Public Sector at Avtex. “This year’s recognition continues to reinforce our thought leadership and excellence in serving the public sector. We remain committed to driving
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Avtex Achieves the 2017/2018 Inner Circle for Microsoft Dynamics

MINNEAPOLIS, MN – July 17, 2017 – Avtex, a full-service customer experience and technology partner, has achieved the prestigious 2017/2018 Inner Circle for Microsoft Dynamics.  Membership in this elite group is based on sales achievements that rank Avtex in the top echelon of the Microsoft global network of partners.  Inner Circle members have performed to a high standard of excellence by delivering valuable solutions that help organizations achieve increased success. 2017/2018 Inner Circle members are invited to the Inner Circle Summit, taking place in fall 2017, where they will have a unique opportunity to share strategy and network with Microsoft
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Avtex Joins Microsoft’s Azure Government Services in the Cloud Solution Provider Program

MINNEAPOLIS, MN – June 26, 2017 – Avtex, a full-service Customer Experience consultancy, announced today its participation in Microsoft’s Cloud Solutions Provider (CSP) program for Azure Government services. The CSP program enables partners to make Microsoft Cloud services part of their customer offerings, expanding U.S. government customer options in meeting their mission goals. “With the CSP program, partners can now create high-value service offerings that combine use of Azure Government with solution management, customer support, and billing to U.S. government customers,” said Tom Keene, General Manager, Microsoft Azure. “The security, privacy, compliance and transparency of the Azure Government platform give
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Avtex Acquires Integrated Access Solutions

MINNEAPOLIS, MN – May 30, 2017 – Avtex, a provider of Customer Interaction Management Solutions, announced today that they have 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. “We’re really excited to bring the IAS team into the Avtex family and cement a broader footprint in the West,” says George Demou, Avtex President and CEO. “The IAS commitment to quality and focus on CX technologies aligns nicely with Avtex.” As part of the acquisition process, the partners at IAS
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The Impact of Video in the Financial Services Industry

For years, video conferencing has played a vital role in employee collaboration and personal relationships. As video conferencing technology becomes more secure, powerful and affordable, the inclusion of virtual face-to-face support in the financial services industry is a foregone conclusion. Where customers were once forced to settle for chat or phone conversations, future financial dealings will be accomplished via video kiosks and mobile video connections. Video support will allow banks, lenders and insurance providers to create deeper connections with their customers, regardless of the length and nature of the interaction. Let’s look at 2 different examples of how video can
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How does Social Media Utilization Impact the Financial Services Industry?

Social media platforms offer a wealth of user data and interaction ripe for utilization by financial service providers. As social media use proliferates across the globe, and solutions for utilizing the available platforms emerge, financial service providers must seize the opportunities. The future of social data utilization is bright, especially in the financial services realm. Let’s look at a couple of examples: Samantha notices a strange charge on her credit card account. Her bank regularly monitors its social media accounts to identify opportunities to engage customers who are unsatisfied or looking to find information regarding a product or service. After
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The Impact of Personalization in the Financial Services Industry

The expectation that a business should maintain detailed information regarding its customers is nothing new. For years, consumers have expected businesses to quickly be able to locate their account information, history with the company, standard demographic data and more. As product and provider options within the financial services industry continue to evolve and diversify, consumers are likely to expect the organizations they do business with to maintain an even more detailed knowledge base. Maintaining comprehensive customer data benefits organizations as much as it benefits consumers – the more information a financial service provider maintains, the better they may understand consumer
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