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Israel-based CommBox Opens U.S. Office, Announces Integration with Amazon Connect

By Tracey E. Schelmetic February 24, 2023

Israel-based SaaS customer communications company CommBox announced this week that it plans to expand into the U.S. market with the opening of an office in Boston, Massachusetts. The new American office will focus on sales and development and will be led by Josh Newall, Head of Sales for the Americas at CommBox.

“We are thrilled to be launching CommBox in the U.S. at such a critical time for global businesses,” said Yaniv Hakim, co-founder and CEO of CommBox. “With our AI-powered communications platform, now integrated with Amazon Connect, we are able to provide customers with an automated solution that combines voice and messaging capabilities into their service representative offering, significantly increasing efficiency in call centers and easing the burden on customer service teams.”

The integration with Amazon Connect is also a new announcement. The company’s integration with Amazon Connect is expected to ensure enterprises can deliver quality customer experiences across digital channels with a one-stop-shop platform that includes both voice and automated messaging. The technology merger will ensure CommBox’s AI-driven omnichannel communication platform will enable enterprise customer service centers to manage both voice and textual assistance across digital channels, including SMS, Facebook Messenger, Instagram, Twitter, WhatsApp, and others on the same platform.

Enterprises have slowly begun shifting to digital communication but are still hesitant to reduce their call center loads, as alternative solutions still often don’t meet customer needs and expectations. Solutions such as bots or FAQs on websites often alienate users due to a lack of understanding of a user’s intent, and struggle to answer the most basic of questions.

CommBox’s AI-powered autonomous customer communications platform supplies enterprise customers a one-stop-shop solution that not only provides a better end-user experience for their customers, but also maximizes call center employee output by fielding the questions that can be answered by the automated system (thereby freeing up valuable time for employees to focus on more urgent or complicated customer inquiries), said the company.

Edited by Alex Passett
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