Aterian, Inc. announced it received an Orchestrators Innovation Award from Genesys, a global cloud leader in AI-powered experience orchestration. The award recognizes Aterian’s dedication to innovation in technology, AI, and customer experience. This honor was presented at Xperience2025, an annual event focused on customer experience innovation.
Aterian collaborated with Genesys and Amplix to rebuild its customer experience (CX) foundation, unifying systems and embedding intelligent automation. This CX transformation led to a 65% reduction in total cost of ownership. The company also achieved 30% stronger SLA performance during seasonal peaks and a 5–20% improvement in talk time across brands.
The implementation of AI copilots empowered agents, resulting in email handle times dropping even as voice support launched without a headcount increase. This demonstrates scalable gains in efficiency and productivity, allowing agents to manage more complex interactions across new channels. Roi Zahut, Aterian’s Chief Technology Officer, emphasized the company's ability to deliver genuine care at scale and build brand loyalty through these innovations.
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