This partnership will combine the expertise of Green Light staff with the scale and speed of Amelia’s cognitive intelligence to build hybrid service lines.
Sydney, October 14, 2020 – Green Light, an outcome-focused provider that delivers technology “on-demand” across Australia, New Zealand and Asia, has announced a new partnership with Amelia, the largest independent leader in enterprise Artificial Intelligence (AI). Green Light will leverage Amelia to scale its onshore, on-demand IT Managed Services such as 24x7x365 Service Desk and Contact Centers, driving strategic and transformational change to its customer base across the region.
Amelia, the market leading intelligent automation platform, is already delivering measurable business benefits to some of the world’s largest companies and organizations. With 20 years’ industry experience, Amelia’s team is well-versed in successfully deploying service desk and contact center support across a variety of industries, including financial services, telecoms and healthcare.
With the growing need for onshore services due to COVID-19, this partnership will combine the expertise of Green Light staff with the scale and speed of Amelia’s cognitive intelligence to build hybrid service lines. Green Light’s new hybrid workforce will offer more competitive solutions onshore to elevate the skills and experience of their employees, and help grow the regional economy by keeping jobs in the region.
Gary Hinksman, CEO of Green Light, said: “Staying relevant in technology services is a daily challenge for on-shore providers like Green Light. Embracing new technology is easy – partnering with the right innovators and successfully commercializing those partnerships is the tough part. Amelia’s digital employee offering will help us win more business in ANZ at a time when governments and customers are increasingly looking for advanced solutions that deliver results immediately.”
Andrew Winlaw, Amelia’s Managing Director, Australia & New Zealand, commented: “This partnership will deliver highly automated, streamlined and cost-effective IT support with conversational AI. Amelia brings a new level of return on AI investment (ROAI). Unlike chatbots, Amelia does more than just recognize keywords and user questions. She observes, learns, understands and grows her skills over time.”
Amelia is trained on the most common IT support requests, FAQs and more complex questions that employees need addressed. She is capable of Natural Language Understanding, context switching and intent recognition, which means that she understands, diagnoses and selects the optimal path to resolution for any individual user.
If Amelia is not yet trained to complete a user’s support request, she transfers the issue to the appropriate human colleague for completion. Her continuous learning capabilities allow her to observe and learn from the interaction, leading to more rapid resolutions in subsequent support requests.
Scott Kohn, Chief Channel Officer of Amelia, said: “The partnership enables us to collaboratively build tactical Enterprise AI deployments that will transform IT operations excellence in the ANZ market. We are looking forward to innovating the ways in which Green Light can reach its audiences and scaling up the provider’s existing services with Amelia to become more competitive and customer-centric.”
Amelia is consistently recognized by third-party analyst firms as a market-leading solution. In a recent New Wave report, Forrester said Amelia “leads the pack with robust IT operations chatbot features.” The research reviewed “the eight most significant providers in the category” and scored vendors against 10 criteria, including chatbot readiness, automation, architecture and integrations, and deployment and security. According to Forrester, Amelia received a “differentiated” rating in all 10 categories — the highest rating possible — and Amelia was the only vendor to achieve that rating in every category.
Everest Group and Ovum are among the industry-leading independent analyst firms that have recognized Amelia for her outstanding performance in Conversational AI for complex use cases, her unique ability to improve support, and her power to elevate customer service and generate new revenue.
About Green Light Worldwide
Green Light is a privately-owned IT Service Provider founded in 2007. Headquartered in Sydney with offices across Australia, Asia and New Zealand, Green Light delivers outcomes-based work and deploys over 1,000 on-shore technology resources ever year. Their unique business model is partner led, meaning they white-label their services through Enterprise IT multi-nationals, who in turn provide technology-based outcomes for their end customers. Using their virtual bench of over 144,000 on-shore technology professionals, they are an on-demand extension of their customers’ delivery teams. Their customers include most global SI’s, Telcos, Technology Vendors, Consultancies and Defence Organisations. Multiple BRW Fast 100 recipients (incl 2020), and multiple CRN/ARN/Optus Business award winner.
Amelia is one of the world’s largest privately held AI software companies and a global leader in Enterprise Conversational AI. The company’s technology is trusted by organizations across an array of industries to automate operations, improve customer experience and optimize business outcomes. Amelia’s platform develops and deploys AI tools that manage critical tasks and processes, enabling employees to be more productive and deliver better results while reducing operational costs. Consistently recognized by third-party analyst firms including Gartner’s Magic Quadrant 2023 as a market leader, Amelia has powered the voice operations of global Fortune 500 leaders including Telefónica, BBVa and BNP Paribas. Backed by strategic investments from the Build Group and Monroe Capital, Amelia is headquartered in New York City and serves customers globally through offices throughout the US, Europe and Asia Pacific.