October 25, 2016

BalanceCXI Announces New Team Members

AUSTIN, Texas--(BUSINESS WIRE)--http://www.businesswire.com/news/home/20161025006540/en/

BalanceCXI, makers of patented Zacoustic, the world’s first contact center agent-customer calibration system, today announces numerous additions to the team. “We made a strategic decision earlier this year to build an in-house, world class, software development and delivery team,” said CEO Tim Lavin. “That exercise is complete and we are now well-equipped to execute our go-to-market strategy,” he added.

All of the new team members are based at BalanceCXI’s Austin, Texas software development facility, and include:

  • Bradley Young, Chief Commercial Officer – extensive entrepreneurial experience and ability to manage complex commercial structure

  • Chris DeSimone, Head of Operations – strong history of operational execution within software implementation and cutting edge innovation

  • Anthony Shull, Head of Technology – unique ability to align talented developers around thoughtful architectural decisions in order to maximize value creation

  • Amina Weidner, Product Owner – customer facing professional with applied product and scrum master experience

  • Jostine Fei Ho, Data Scientist – highly accomplished and award-winning data scientist and certified machine learning professional

  • Lynn Ngo, User Experience Designer – visionary design professional with front and backend software development experience

  • John Jacob, Software Engineer – Javascript and web-based development framework specialist

  • Rico Rojas, Software Engineer – full stack Javascript professional

Further, BalanceCXI has expanded their Advisory Board with the addition of Neil Rae. Mr. Rae has held executive positions within global contact center outsourcing firms which informs his customer experience expertise. Most recently, he served as Regional General Manager for North America and Asia at Transcom Worldwide. He will help guide BalanceCXI’s innovation and global market strategy.

“These exciting new appointments are critical to strengthening our ability to deliver Zacoustic globally. They offer real momentum for our strategic business plan and strengthen our energetic and dedicated team,” said Dan Pearce, Executive Chairman.

Please visit our “Team” page at Zacoustic.com for further descriptions and details.

BalanceCXI is a private company headquartered in Austin, Texas.

Zacoustic is Patented in the United States and internationally and protected from duplication in any form. Creation of any imitation including any simplified version of its design or concept is expressly forbidden.

Contact the Zacoustic 24/7 Support Center at (877) 734-2473.

http://finance.yahoo.com/news/balancecxi-announces-team-members-182200663.html

September 9, 2016

Neil Rae Joins BalanceCXI Advisory Board

Mr. Rae Brings Vast Senior Leadership and Contact Center Best Practice and Operational Experience and Knowledge to the BalanceCXI Advisory Board

AUSTIN, TX—(BUSINESS WIRE)—BalanceCXI, developers of the world’s first and only employee-customer calibration system, Zacoustic, announced today the appointment of Neil Rae to the Company’s Advisory Board.

Mr. Rae has held executive positions within global contact center outsourcing firms which informs his customer experience expertise. Most recently he served as Regional General Manager for North America and Asia at Transcom Worldwide. As a member of the Global Executive Committee, reporting to the Company’s CEO, Mr. Rae had overall responsibility for the regions short and long term strategies. He oversaw all functional verticals including operations, client services, sales & marketing, HR, IT and finance. Under his leadership his organization grew revenue by more than 28% through execution of a unique approach to Customer Experience Management. Further, Mr. Rae has held senior level positions at NuComm International, Claymore Training and Development Consulting, and Inplex Business Services.

“We are thrilled to have a leader of Neil’s caliber join our Advisory Board,” said BalanceCXI CEO Tim Lavin. “Neil is a recognized leader in our industry and his enthusiasm for Zacoustic coupled with his strategic planning abilities and strong relationship management skills will help propel us forward.”

Neil Rae added, “Zacoustic is an exciting and disruptive tool that holds immense potential to reshape the operationalization of customer experience management by placing special focus on the direct relationship between the agent and customer. I’m honored to join the BalanceCXI Advisory Board and I look forward to the work we will do together.”

As a member of the Advisory Board, Neil will help develop strategies related to product, organizational development and global market penetration. Mr. Rae graduated with a BA from Guelph University in Guelph, Ontario and he resides in Toronto.

About BalanceCXI
BalanceCXI is a private company headquartered in Austin, Texas.
Zacoustic is Patented in the United States and internationally and protected from duplication in any form. Creation of any imitation including any simplified version of its design or concept is expressly forbidden.

Contact the Zacoustic 24/7 Support Center at (877) 734-2473.

Please visit Zacoustic.com.

June 8, 2016

BalanceCXI Completes Beta Testing Phase of Zacoustic

Zacoustic Operationalizes Net Promoter Score, Customer Satisfaction and First Call Resolution Optimization

AUSTIN, Texas--(BUSINESS WIRE)-- http://www.businesswire.com/news/home/20160608006503/en/

BalanceCXI announced today that beta testing of the Zacoustic Customer Experience Management System is complete and it will be available for production in Q4 of this year. Throughout the beta testing period the tool consistently exposed higher value Quality Assurance (QA) and coaching opportunities when compared to control groups and non-Zacoustic users.

Patented Zacoustic provides targeted QA intervention and analytics while optimizing customer experience metrics. Zacoustic converts low customer survey volume into near 100% by calibrating the customer and agent, enabling the agent to serve as a dependable customer proxy. Algorithms then leverage a massive data set to target the highest value coaching and business intelligence. Zacoustic removes randomness from QA and coaching exercises making the entire process analytical with unprecedented impact.

Beta tests were conducted with five US-based Fortune 100 and blue chip companies inside high volume domestic and international contact centers in Europe, Asia and the United States. Companies spanning industries including cable and internet service providers, financial services, commercial satellite services, and video gaming participated.

CEO Tim Lavin said, “User feedback collected from agents, QA, operations leaders and executives on three continents, and data accumulated from the millions of calls analyzed by Zacoustic during beta, culminate in numerous major enhancements.”

Enhancements include improved algorithms which present the highest value calls to QA, mobile agent coaching, post agent-coaching validation which ensures agents are applying learning, and a customizable platform integrating the client’s native QA and coaching process.

Dan Pearce, Executive Chairman, said, “We are encouraged by the results of the beta and excited to bring Zacoustic into production later this year. We are committed to the same goals as our clients – reduction of repeat calls, enhanced customer experience and improved customer churn rates and revenues. We believe Zacoustic answers the call for a logical solution to operationalize the most important customer experience metrics.”

March 03, 2014

Company Announces Name Change from BalanceBPO to BalanceCXI

New Branding Reflects Focus on Customer Experience Innovations

AUSTIN, Texas--(BUSINESS WIRE)--BalanceBPO, Inc., a developer of customer experience optimization processes and technologies, announced today the company will begin operating under a new name and will be known as BalanceCXI effective immediately. CXI stands for Customer Experience Innovations.

“We are very excited about the introduction of our new company name. We believe the name BalanceCXI allows us to better represent our business”

At the same time, the company unveiled new logos for the company and for its contact center software and process, along with a redesigned website,www.BalanceCXI.com. The new site prominently features the company’s focus on innovation using unique processes and software tools to create powerful solutions for contact center clientele. The company’s ownership and staff have not changed.

President and CEO Tim Lavin said, “As our business evolves with heavy emphasis on generating customer experience measurement and optimization standards and institutions across multiple industries and channels, our leadership team believes it was appropriate to rebrand our company to more specifically reflect what we do.”

“Zacoustic” will replace the “Balanced Service Process” and “RESOLVHOD Software” brands.

“We are very excited about the introduction of our new company name. We believe the name BalanceCXI allows us to better represent our business,” said Dan Pearce, Executive Chairman. “Our goal when we founded the company in 2010 was to establish our products as the gold standard in customer experience innovations, which continues to be our aggressive pursuit. This name change projects perfect alignment with this goal.”

Zacoustic: BalanceCXI Patent Award

BalanceCXI Announces Patent Award for Process and Software; As Global Customer Experience Management Megatrend Emerges, Company Protects Relevant Intellectual Property

AUSTIN, TX– BalanceCXI, Inc., the developers of innovative customer experience optimization processes and technologies, announces the issuance of U.S. Patent Protection for its customer experience management system, recently re-branded as Zacoustic. Duplicate patents have been issued in major international contact center operating hubs including Canada, the EU, the Philippines and India, among other key locations throughout Europe, Africa, Asia, Central and South America.

U.S. Patent No. 8,838,788 B2 protects the software and process that comprise the Zacoustic customer experience management system. Zacoustic transforms organizational culture and customer experience optimization. The system aligns agents with customers’ perceptions of satisfaction and resolution immediately following every customer interaction. Two-question, post contact surveys demonstrate customer-agent alignment exposing the highest value recognition, training and process improvement tasks. Zacoustic is currently in use, or being implemented, in the United States, Europe and Asia within contact centers serving Fortune 500 clients.

“Industry demand for Zacoustic will continue to grow as the industry takes note of its power and proven performance,” said CEO Tim Lavin. “What clearly separates Zacoustic from other methods of customer experience management is agent buy-in. Agents are the centerpiece of the system, and Zacoustic provides them with the tools needed to deliver excellent service in an interesting and engaging way.”

“The issuance of these patents protects the integrity of our product. Strong interest in the global market demonstrates Zacoustic’s true innovate value,” said Executive Chairman Dan Pearce. “We are pleased that this revolutionary tool is now both validated and protected. Our patents are especially important as the contact center industry begins to take notice of this unique method of first contact resolution and customer satisfaction optimization.”

Learn more at Zacoustic.com.

About BalanceCXI

BalanceCXI is revolutionizing customer experience optimization for contact centers through behavior and process innovations. The company offers an unprecedented product to measure and optimize first contact resolution and customer experience.  Zacoustic is available for implementation in your contact centers worldwide. The BalanceCXI team assists with every detail of the implementation including on-the-ground support.

BalanceCXI is a private company headquartered in Austin, Texas.

Paulo Silva Named to BalanceCXI Board of Directors

BalanceCXI, a developer of customer experience optimization processes and technologies, announced today announced the appointment of Paulo J. Silva to the company's board of directors.

"Paulo is a highly respected professional who has been on the forefront of domestic and international outsourcing for many years, and has an industry insight possessed by very few," said Tim Lavin, CEO. "Paulo believes in the value of Zacoustic, and together with the rest of the Board and leadership team, shares our passion for revolutionizing customer experience management."

Paulo currently serves as Vice President, Alorica, the world's third largest BPO.

Prior to Alorica, Paulo joined Dell Inc. and served as Director of Dell's Global Procurement for Call Center and Field Delivery. With responsibilities spanning high value contract negotiation, vendor management support, and development of key strategic initiatives related to maximizing efficiency and reducing cost, Paulo has cultivated a vast personal network with global reach across multiple industries. In this role he gained an extensive understanding of core and emerging technologies, processes and global delivery markets.

Dan Pearce, Executive Chairman said, "Paulo brings exceptional industry experience and he will help guide us toward our goal of becoming the benchmark in the industry for improving customer experience and lowering cost."

Paulo is a graduate of Johnson & Wales University with dual degrees in Marketing and Sales Management. He serves on the Tau Kappa Epsilon Advisory Board and is an active member of the Girls & Boys Club of America.