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News : AT&T Moving Jobs from Appleton Call Center

#contactcenterworld, @ATT

Appleton, WI, USA, Dec, 2018. -- An email attributed to the President of the CWA Local 4621 union stated that AT&T Call Center at 221 Washington Street in Appleton would close next year.

On Friday, December 14th members of the AT&T Call Center at 221 Washington Street in Appleton were informed that as of March 28th 2019 will be closed. The remaining 25 Call Center employees (an office once employing over 400) were told their jobs are being moved to South Field Michigan and Dayton Ohio. Severance package and termination pay meetings will take place the 1st week of January.

-- Joe Olson President CWA Local 4621

However, a statement from an AT&T spokesperson wanted to make it clear that the building is not closing and other employees will continue to work there. But, AT&T's statement does acknowledge that the company is "consolidating" some call center work at the Appleton facility.

"There’s a job offer for every affected employee at other facilities in the Midwest, and a relocation allowance. Due in part to declining call volumes and to increased efficiency, we’re consolidating some call center work currently done in Appleton into other facilities. The building is not closing, and other employees will continue to work there. We hired over 100 employees in Wisconsin in 2017, nearly 100 so far this year, and we’re currently hiring over 30 across the state."

-- Statement from AT&T

In response to this story, the union president offered a follow-up email, calling AT&T's statement "spin".

"AT&T is correct that the building will remain open for other departments. However the Appleton Call Center is being closed," Joe Olson wrote in an email to NBC26. "AT&T calls this work consolidation. It is imperative to understand that if employees do not accept relocating, they are then terminated. Some employees may have relocation options within Wisconsin. If they are unable to move, forced retirement or termination are the only options."

Olson wrote the Appleton location has employed Telecommunications Call Center workers, "since what seems like forever". He calls this closure, "the end of an era".

Hello, I see your article with the response from AT&T. What a wonderful spin they have put on this. AT&T is correct that the building will remain open for other departments. However, the Appleton Call Center is being closed. Employee's work is being moved to either Southfield MI or Dayton OH as of March 28th. AT&T calls this work consolidation. It is imperative to understand that if employees do not accept relocating, they are then terminated. Some employees may have relocation options within Wisconsin. If they are unable to move, forced retirement or termination are the only options. This is political correctness for a wonderful tax break. The word "layoff" after pushing for a major tax plan that AT&T CEO Randy Stephenson said would create jobs. "7,000 jobs for every billion saved in taxes." Management has informed Call Center employees that this location will be closed. The affected employees are given the option to follow the work to those cites, if they so choose. However employees are being scheduled in January for Severance, termination packages and all options available to them. This location has employed Telecommunications Call Center workers since what seems like forever. Starting with AT&T then Wisconsin Bell, Ameritech, SBC and now again AT&T. Through the years as other Fox Cites Call Centers closed or "consolidated", Appleton remained open employing hundreds. Now that work will be no longer in the Fox Cites. It is an end of an era. Respectfully, Joe Olson

#contactcenterworld, @ATT

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.nbc26.com


About AT&T:
Company LogoRecognized as a worldwide provider of IP-based communications services to businesses, AT&T is also a provider of wireless, high speed Internet access, Wi-Fi, local and long distance voice, and directory publishing and advertising services.
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Today's Tip of the Day - Motivation & Charity Work

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

Published: Wednesday, December 26, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
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.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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