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News : BPO Job Boom: Portmore Investment to Generate Work for 4,500

#contactcenterworld

Portmore, Jamaica, Oct, 2019 -- A business process outsourcing (BPO) development funded by local investor Gordon Tewani is expected to grow the sector by more than 12 per cent and provide 4,500 new jobs.

The BPO entity is expecting to tap 60 per cent of its workforce – 2,700 employees – from Portmore, the sprawling dormitory St Catherine community which has significant swathes of commercial enterprises.

Construction on the 240,000-square-foot complex – spanning three buildings of 80,000 square feet each – is expected to run over 18 months.

Ground was broken at GTECH Park on a five-acre property along Municipal Boulevard in Portmore, St Catherine.

Tewani, who formerly owned Mall Jewellers and Tropical Jewellers stores in St Andrew, revealed that his BPOs would likely operate call centres similar to many of those that currently exist across the island but said that he was open to technology-based models of business. He said the first building would be constructed over a six-month period.

Through his company, Portmore Holdings, the 80-year-old Indian native, who has lived in Jamaica for six decades, already owns 150,000 square feet of real estate, which he has leased to BPO outfits on Constant Spring Road in upper St Andrew and Haining Road and Trinidad Terrace in New Kingston.


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The businessman was upbeat yesterday about Jamaica’s growth prospects despite the latest consumer and business indices suggesting a dip in confidence.

"Jamaica definitely is going to grow. It won’t stand still. It has to grow, no matter who the government is. Billions of dollars have gone into this project, and that includes land and everything," Tewani said.

As at March, the BPO workforce stood at 36,100 and generated annual revenue of US$500 million (J$69.5 billion), Gloria Henry, president of the Business Process Industry Association of Jamaica, told The Gleaner yesterday.

Prime Minister Andrew Holness, who was present at yesterday’s groundbreaking, urged young people to latch on to emerging job opportunities.

"There are just some people who don’t want to work. They prefer to sit on the street corner, be in gangs and a part of subcultures rather than join mainstream prosperity. Somehow we have to find a way to reach them. There has to be some social outreach," the PM said.

Holness added that he was elated that local financial institutions, such as Sagicor Bank and National Commercial Bank, had partnered with investors on major construction projects.

"When I see that, I know that the economy is starting to pick up and the banks are getting the message," said Holness, who also noted that the DBJ had approved more than US$79 million worth of loans to the BPO sector.

"The DBJ is seeking another US$40 million from the Ministry of Finance to continue to enable the sector to grow. From our estimates, that will mobilise another 13,000 jobs. Before the end of next year, the next time I am on a platform opening a BPO business, I can say we are over 50,000 jobs."

But the prime minister acknowledged that while the spawning of new businesses might continue to drive down unemployment – which stands at a record low of 7.8 per cent – "it might not add to the GDP growth figure significantly, but it does add significantly to the employment figure".

Despite a favourable alignment of Jamaica’s macroeconomic fundamentals, the country’s growth rate is currently lagging at one per cent, a far cry from the Holness administration’s aspirational objective of five per cent in four years, projected when it came to power in 2016.

Tewani’s call-centre model may also draw criticism from high-profile economic watchers like central bank Governor Richard Byles, who has decried the low-tech, low-wage paradigm of Jamaica’s BPO sector.

More Than 5,500 Helped by State's Addiction Recovery Hotline

Posted by Veronica Silva Cusi, news correspondent
Source: http://jamaica-gleaner.com


Today's Tip of the Day - Beware Of Techno Babble & Jargon

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

Published: Wednesday, October 30, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Omnichannel

Page: 12
1.) 
3Fiftynine

CardBoard
This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.

2.) 
Alvaria

Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.

3.) 
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.

4.) 
Call Tracking Metrics

Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.



5.) 
CCT Solutions

CCT ContactPro
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.

With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
(read more)

6.) 
Comm100 Network Corporation

Comm100
The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.

From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs.

7.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major 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®, Aspe...
(read more)

8.) 
Consilium Software

Consilium UniVCX™
You may have seen the meme going around that captures what tipped the balance towards digital. The questionnaire asks, “who is driving your digital transformation?” After “CEO” and “chief digital officer”, the third option is “Covid-19” highlighted with a red circle. The pandemic has been tragic in the toll it has taken on the lives and health of the global population, forcing billions to stay at home. Yet, it has also been a catalyst for change in a bigger way than any event since the last world war. Who would have thought that a bank would lend a new customer a million dollars or more based on a video inspection of the mortgaged property and without any physical paperwork or face-to-face K...
(read more)

9.) 
CTCOMM

Whatsapp
Facebook
Twitter
Linkedin
Youtube

10.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

11.) 
eGain Corporation

eGain
eGain omnichannel customer engagement solutions power digital transformation for leading brands.

Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.

Based on a unified platform, the solution is trusted by blue-chip brands for customer engagement at scale that is effective, efficient, and consistent, while being compliant with best practices and industry regulations.

12.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

13.) 
ethosIQ, LLC

Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.

14.) 
Eudata

Video Advisor
Directly engage customers through an effortless Video chat via your web page or mobile APP with a secure platform. Escalate from an existing chat or create a brand new video conversation, use desktop sharing and co browsing, record and track every step of the customer journey

15.) 
Fusion E-Solutions LLC

omnichannel support service, BPO services
We help businesses in their administrative and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs.

16.) 
Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
(read more)

17.) 
ICR Evolution

ICR Evolution
We are omnichannel. We know that your clients want to be able to contact you through any channel, whether it is via telephone, social customer service (WhatsApp, Telegram, social networks), email, self-service, outbound or live chat. That is why we think about each improvement with the omnichannel experience as the main focus. ICR Evolution has been designed to exceed your customers' expectations, offer an excellent and consistent experience across all channels, increase productivity and retain talent in your company. We make it possible thanks to features such as Intelligent Contact Routing, Self-Service with Voice Recognition (IVR), Predictive Dialer, CTI, Scripting and Flow Design Tools, and Omnichannel Communications Management.

18.) 
Ivonesia Solusi Data

Sociomile
Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.

19.) 
Lieber & Associates

Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.

20.) 
MightyCall

A premier yet affordable VoIP phone system, working from home—or anywhere—has never been easier than with MightyCall, a no-hardware, no-nonsense solution for SMB.
 
Page: 12

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