Learn how Emite is helping a very large multinational corporation remove data silos from contact center reporting, enhance the performance of the contact center, and improve agent performance.
UPCOMING EVENT
TOP INDUSTRY SPEAKERS, THOUSANDS OF LEADERS, CUTTING-EDGE CX INSIGHTS
CCW Nashville showcases cutting-edge technology, innovative solutions, and ground-breaking trends in CX, brought to you by the industry’s leading suppliers. Spend three days discovering what ideas and solutions are elevating customer contact strategies to new heights.
Come meet us at CCW Nashville! Use our discount code EMITE_CCW when you register to take 20% off your conference passes.
Unlock Data Value to Increase CX Performance
Break down data silos and access the value of your data for improved contact centers, CX, and ROI.
emite account executive and host of the BTB Project podcast, Kollman Gearhart will lead a fireside chat moderated by the managing director and principal analyst of Customer Management Practice (CMP), Brian Cantor. The session will delve into the challenges of data silos for modern contact centers. Attend the discussion to discover what causes data silos, how to break them down, and how the resulting benefits will drive improved CX, business outcomes, and return on investment for CX initiatives.
Date: Thursday 12 October 2023
Time: 1:30 pm – 2:15 pm CST
Location: Diplomat D meeting room | Grand Hyatt Nashville
UNLOCK DATA INSIGHTS
Improve your organization’s contact center analytics through premier quality CX insights with emite. Register for the event and book a meeting with our team while open time slots are still available.
This leading airline & leisure travel brand is using Emite to report on critical contact center performance across the enterprise
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5 things to do right now that help mitigate a cyber breach or attack
Prophecy International Announces Appointment of Steve Dunn as Director of Business Development for emite
Denver, CO – Prophecy International (AXS:PRO) has announced the appointment of Steve Dunn as Director of Business Development for emite, a subsidiary of Prophecy International known for delivering advanced customer intelligence data to contact centers worldwide.
As Director of Business Development, Steve’s primary goal will be growing the company’s US-based enterprise division and working closely with emite Product, Marketing, and Sales teams to meet and exceed the unique contact center intelligence needs of new and existing customers across North America.
“We are pleased to welcome Steve to the emite team here in the Americas,” says John Pappas, VP of the Americas for Prophecy International. “Steve brings decades of enterprise technology and SaaS experience to our team and he is essential to our continued growth in North America and worldwide.”
Steve brings over 35-years of industry experience to emite, having worked in key enterprise sales and business development roles for AT&T, Lucent Technologies/Bell Labs/Alcatel, and Unix Application Sales at NCR.
“As the Director of Business Development for emite, my primary goal is driving ROI for our customers. Seeing the way emite’s business analytics and intelligence can drive improved customer satisfaction and improve business outcomes inspires me to introduce the product and its capabilities to enterprise organizations across North America,” says Dunn. “I am a consumer too and I believe a lot of enterprise companies have a long way to go in improving digital customer experiences. I am excited to work for a company that is working continuously on a solution to improve that.”
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About Prophecy International Holdings Limited
Prophecy International Holdings Limited is a listed Australian software company. Our two products are Snare and emite. CX Intelligence by emite provides a SaaS based real time and historical analytics platform, dashboards, wallboards, KPI and orchestration products for Customer Experience, Contact Center environments. The Snare product suite is a highly scalable platform of Centralized Log Management and Security Analytics products designed to enable customers to detect and manage cyber threats in real time & maintain regulatory compliance.
Prophecy operates globally from Adelaide and Sydney in Australia, London in the United Kingdom and in Denver, USA.
About emite
emite is the Company’s SaaS-based real time and historical customer experience and contact (call) centre analytics platform, helping businesses to visualise their customer’s journey and understand their level of happiness during the entire journey. emite empowers Prophecy’s customers to understand, visualise and measure the entire engagement of their customers with their company regardless of where they came from, how they made contact (via voice, chat or email) or what they want from the interaction.
emite helps large Enterprise and Government customers, with contact centres of more than 500 agents, to maximise their customer service and revenue opportunity and ensure maximum efficiency of their customer engagement tools, processes, systems and people. emite last year was sold in more than 14 countries to customers in the Genesys, Amazon and Avaya ecosystems, and includes dashboards, wallboards, KPI and process orchestration products.
ISO 27001 Certification
Prophecy International is continuously investing time and resources to meet customers’ strict requirements for internal controls over financial reporting and data protection across a variety of high regulated industries. We are pleased to announce that Prophecy International has successfully completed ISO 27001 certification for its applications Snare and emite, covering the development delivery of the environments within the organisational units of Intersect Alliance International Pty Ltd (Snare) and emite Pty Ltd (emite).
The certification was completed by SAI Global in Australia, covering ISO/IEC 27001:2013 for the scope of “Development and delivery of the emite and Snare solutions as defined in the Statement of Applicability version 2.0”. Certified 20 October 2023. Certificate number ITGOV40332.
The issuance of this certificate reaffirms our commitment to internal control and data protection. Customers may use this third party audit to assess how Prophecy International software and services can meet their compliance and data-processing needs.
Information is the lifeblood of most contemporary organisations. It provides intelligence, commercial advantage, and future plans that drive success. Most organisations store these highly prized information assets electronically. Therefore, protection of these assets from either deliberate or accidental loss, compromise or destruction is increasingly important.
ISO 27001 is a risk-based compliance framework designed to help organisations effectively manage information security.
Having an international standard for information security allows a common framework for managing security across business and across borders. With an evermore connected world, the security of information is increasing in importance.
Data and information needs to be safe, secure, and accessible. The security of information is important for personal privacy, confidentiality of financial and health information and the smooth functioning of systems and supply chains that we rely on in today’s interconnected world.
ISO 27001 provides the framework for organisatons and security teams to effectively manage risk, select security controls, and most importantly, a process to achieve, maintain and prove compliance with the standard. Adoption of ISO 27001 provides real credibility that we understand security and take security seriously.
ISO 27001 is made up of a number of short clauses, and a much longer Annex listing 14 security domains and 114 controls. The most important of the short clauses relate to:
- The organisational context and stakeholders
- Information security leadership and high-level support
- Planning of an Information Security Management System (ISMS), including risk assessment; risk treatment
- Supporting an ISMS
- Making an ISMS operational
- Reviewing the system’s performance
- Adopting an approach for corrective actions
Based on the risk profile of the organisation, controls may be selected to manage identified risks. Within the Annex, the 114 listed controls are broken down into 14 key domains which are listed below:
- Information security policies
- Organisation of information security
- Human resource security
- Asset management
- Access control
- Cryptography
- Physical and environmental security
- Operations security
- Communications security
- System acquisition, development and maintenance
- Supplier relationships
- Information security incident management
- Information security aspects of business continuity management
- Compliance
How emite & Snare Can Help
There is an increasing global need to enhance security, no matter the size of an organisation or the industry. One step towards securing your organisation is choosing suppliers who have not only demonstrated a commitment to security, but have the certifications to back it up. Our priority is your security – let us know how we can help!
Prophecy signs US health insurer Humana, the largest SaaS customer in the company’s history
• Prophecy agrees to provide emite to Humana Inc. (NYSE: HUM) for an initial term of 3 years, with a minimum commitment of AUD$1.784M million in annualised recurring revenue (ARR) and total contract value of AUD$5.518 million over the initial term. emite ARR now exceeds $10 million.
• With over 48,000 employees, a market capitalisation of over US$50 billion and a contact centre environment manned by 25,000 agents, Humana is one of the biggest health insurance providers in the US market.
• emite is Prophecy’s SaaS-based contact (call) centre analytics platform, helping large Enterprise and Government customers to maximise their customer service and revenue opportunities and ensure maximum efficiency of their customer engagement tools, processes, systems and people.
Sydney— Thursday, 7 October 2021— Business software developer Prophecy International Holdings Ltd (ASX: PRO, “Prophecy” or “the Company”) is pleased to advise of accelerating momentum in its emite business, following the largest individual sale in the company’s history with a total contract value of $5.518 million.
About emite
emite is the Company’s SaaS-based real time and historical customer experience and contact (call) centre analytics platform, helping businesses to visualise their customer’s journey and understand their level of happiness during the entire journey. emite empowers Prophecy’s customers to understand, visualise and measure the entire engagement of their customers with their company regardless of where they came from, how they made contact (via voice, chat or email) or what they want from the interaction.
emite helps large Enterprise and Government customers, with contact centres of more than 500 agents, to maximise their customer service and revenue opportunity and ensure maximum efficiency of their customer engagement tools, processes, systems and people. emite last year was sold in more than 14 countries to customers in the Genesys, Amazon and Avaya ecosystems, and includes dashboards, wallboards, KPI and process orchestration products.
About Humana
Humana Inc. (NYSE: HUM) is a for-profit health insurance company based in Louisville, Kentucky in the USA. In 2021 Humana ranked 41 on the Fortune 500 list. With over 48,000 employees and a market capitalisation of over US$50 billion, Humana is one of the biggest health insurance providers in the US market.
Humana’s contact centre environment is manned by 25,000 contact centre agents. Through Prophecy’s emite solution, Humana will gain access to advanced analytics and real time insight along with historical trend data to enhance Humana’s customer experience.
Contract details
Prophecy has agreed to provide emite to Humana for an initial term of 3 years, with a minimum commitment of AUD$1.783 million per annum over the contract term. Additional professional services for implementation and configuration valued at $167,000 are included in the agreement, bringing the total contract value to AUD$5.518 million over the initial term.
This contract was secured through the Genesys AppFoundry partnership as part of a Genesys transaction. emite is a Platinum Genesys Appfoundry Partner.
Prophecy International CEO, Brad Thomas, said:
“We are delighted to welcome Humana as a new emite customer. Given Humana’s standing as one of the strongest participants in the US healthcare market, we are excited by the opportunity to strengthen Humana’s ability to provide high-quality, whole-person healthcare and support superior outcomes for patients across all of its lines of business.
“A contract of this nature is material to Prophecy as it, along with other recently-signed emite customers, boost the annualised recurring revenue (ARR) for the emite business to more than AUD$10 million. This growth reflects our continuous improvement of emite’s functionality as large enterprise and government have embraced cloud services.
“We forecast emite’s impressive performance to continue in FY22 supported by several growth drivers, and look forward to updating investors on broader progress across the business in the near future.”
Authorised by: Brad Thomas, CEO
Investor and Media Contact:
Brad Thomas, CEO
About Prophecy International Holdings Limited
Prophecy International Holdings Limited is a listed Australian software company. Our two products are Snare and emite. CX Intelligence by emite provides a SaaS based real time and historical analytics platform, dashboards, wallboards, KPI and orchestration products for Customer Experience, Contact Center environments. The Snare product suite is a highly scalable platform of Centralized Log Management and Security Analytics products designed to enable customers to detect and manage cyber threats in real time & maintain regulatory compliance.
Prophecy operates globally from Adelaide and Sydney in Australia, London in the United Kingdom and in Denver, USA.
M +61 419 697 359
E: bthomas@prophecyinternational.com
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emite combines with Genesys Customer Experience Platform to give users access to a world-class cloud contact center analytics solution
April 20, 2021 /PRNewswire/ — emite (a subsidiary of Prophecy International ASX:PRO) has achieved platinum status within Genesys AppFoundry, the industry’s largest dedicated marketplace focused on customer experience solutions. The AppFoundry allows Genesys customers from all market segments to discover and rapidly deploy a broad range of solutions that make it easier to interact with consumers, engage employees, and optimize their workforce.
“We’re proud to have emite with their premium applications in our enterprise marketplace AppFoundry.” said Juergen Tolksdorf, Sr. Director, Marketplace Innovation. “Their solution complements the capabilities of Genesys Cloud and integrates seamlessly into the user experience. Due to their flexible licensing mechanism, their solution can be utilized within all sizes of customer environments.”
emite is a leading cloud contact center reporting and analytics solution that combines advanced analytics, data correlation, KPI management, and threshold alerting into a single, out-of-the-box solution. emite currently integrates with over 80 different platforms, enabling users to pull all their contact center performance data (including human sentiment) into one single pane of glass. With emite, contact center teams can spend less time logging on to multiple platforms or putting together incredibly complex reports, and more time focusing on creating a world-class contact center experience.
“By adding emite to their Genesys contact center, customers will be able to maximize their investment in Genesys,” says Paul Herbka, Vice President of Product Management at Prophecy International. “As a Platinum Partner, we are incredibly excited to work together with the team at Genesys and continuing to innovate, adapt, and improve our solution to enhance contact center reporting capabilities around the world. These are the best and brightest minds in this industry and together, we plan on bringing some exciting offerings to market throughout 2021 and beyond.”
emite is dedicated to supporting the growth of the contact center industry worldwide, and to help with that initiative, emite has been working around the clock to help identify the biggest obstacles to better reporting and assisting contact center teams in overcoming these obstacles by streamlining reporting processes, eliminating data silos, and creating a solution that handles a complex reporting environment:
- Visualizing Data in a Single Pane of Glass
- Simple and Efficient Reports
- Real-Time & Historical Reporting Capabilities
- Custom KPIs (key performance indicators) and reports for your exact needs
- Omnichannel Reports
As a Premium App on the Genesys AppFoundry, Genesys customers have the benefit of having their emite subscription included on their Genesys invoice thereby simplifying vendor management.
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About emite
emite, a subsidiary of Prophecy International (ASX:PRO) emite is the Contact Center Analytics solution that combines advanced analytics, data correlation, KPI management and threshold alerting into a single, out-of-the-box browser-based solution which provides actionable insights from both real-time and historical data. Visit www.emite.com.
About Prophecy International Holdings Limited
Prophecy International Holdings Limited is a listed Australian company (ASX:PRO) that has been operating globally since the 1980s. More recently the focus at Prophecy has been on growing the emite and Snare lines of business. emite service intelligence platform combines analytics, correlation, capacity, and performance, availability, and SLA management into a single, out of the box solution to provide customers with real time insight. The Snare product suite is a highly scalable platform of security products designed to find, filter and forward event log data. Snare log sources include Windows, flat files, databases, Linux, Mac, and Solaris with coverage for desktops and servers.
Prophecy operates globally from Adelaide and Sydney in Australia, London in the United Kingdom and in Denver, USA.
