Aterian Receives 2025 Genesys Orchestrators Innovation Award

Core Insights - Aterian, Inc. has been awarded the Orchestrators Innovation Award by Genesys for its commitment to innovation in customer experience and technology [1][2] - The company has successfully transformed its customer experience (CX) foundation through collaboration with Genesys and Amplix, leading to significant operational improvements [2] Company Overview - Aterian, Inc. is a consumer products company that builds and acquires e-commerce brands across various categories, including home and kitchen appliances, health and wellness, and air quality devices [3] - The company operates on major online marketplaces such as Amazon, Walmart, and Target, as well as its own direct-to-consumer websites [3] Customer Experience Transformation - Aterian's CX transformation resulted in a 65% reduction in total cost of ownership and a 30% improvement in service level agreement (SLA) performance during peak seasons [2] - The company achieved a 5-20% improvement in talk time across its brands, while email handle times decreased despite the launch of voice support without increasing headcount [2] - Agents are now able to manage more complex interactions across new voice and chat channels, enhancing efficiency and productivity [2] Leadership Perspective - Roi Zahut, Aterian's Chief Technology Officer, emphasized the importance of customer perception, stating that customers value feeling heard and appreciated, regardless of whether their issues are addressed by humans or AI [3]