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TRAINING IN CONTACT CENTERS

News : Abtran Challenges Award Contract by Irish Water to Rival Company

#contactcenterworld, @abtranglobal, @irishwater

Cork, Ireland, Jan 28, 2020 -- A company employing 352 people in providing a contact centre service for Irish Water has challenged a tender process leading to another company being awarded a contract to provide such a service for seven years.

Among the claims by Abtran Unlimited Company is that Irish Water acted unlawfully in allegedly accepting an "unlawfully low" tender from Capita Customer Solutions Ltd.

The contact centre is intended as a service allowing Irish Water customers to contact it about issues including water quality and water supply.

In court documents, a solicitor for Irish Water said the operation of the contact centre was of "significant value to the general public" in their dealings with the company.

The challenge concerns the process leading to the award to Capita last November of the single-party framework for supply of contract centre services to Irish Water. Abtran, with registered offices in Blackrock Business Park, Cork, is the current provider of the contact services at issue under a contract with an expiry date in July 2020.

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Abtran says it has been providing such services, via a staff of 352 people based at a dedicated premises in Cork, since 2013. It claims the contract awarded to Capita involved no major change to the services Abtran has been providing.

Among various claims, it alleges Irish Water had wrongfully discriminated against Abtran and had failed to disclose to Abtran all of the relevant criteria and/or sub-criteria and/or requirements in its evaluation of the Abtran tender.

At the Commercial Court on Monday, Eileen Barrington SC, for Irish Water, said the case concerned a procurement contract over a number of years.

She said there was "no active opposition" to Irish Water’s application for fast-tracking of the case in the commercial list. Counsel said Irish Water is concerned about the automatic suspension of the contract triggered by the legal challenge and may bring an application to lift that. There are talks between the sides on the suspension issue, she added.

Catherine Donnelly BL, for Abtran, confirmed there has been communication between the sides concerning the suspension issue. Mr Justice Barniville said he would admit the case to the Commercial Court and noted there may be an application to lift the suspension. Because of the talks between the sides, he adjourned further directions to next week.

#contactcenterworld, @abtranglobal, @irishwater

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.irishtimes.com


About Abtran:
Company LogoAbtran is the largest indigenous business process outsourcer (BPO) in the Irish market. Established in 1997, the company is headquartered in Cork and currently employs in excess of 1,000 staff across multiple business sites. Abtran is focused firmly on strategic, mutually beneficial partnerships with major corporate and government clients in domestic and international markets. The processes that clients choose to outsource to Abtran include sales and customer service, administration, claims and financial processing. Outsourcing these processes to Abtran means our clients can concentrate on their core business objectives The benefit to clients is that value adding activities are performed internally leading to the achievement of organisational goals.
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About Irish Water Company:
Company LogoIrish Water Ltd. is a water utility company in Ireland. The company was created by the Irish Government through the Water Services Act (2013), which formally created Irish Water as a subsidiary of Bord Gáis, to provide "safe, clean and affordable water and waste water services" to water users in Ireland. Water and wastewater services were previously provided by local authorities in Ireland.
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Today's Tip of the Day - A Welcome Call

Read today's tip or listen to it on podcast.

Published: Thursday, January 30, 2020

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2020 Buyers Guide Computer Telephony Integration

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

4.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

5.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 
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