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News : Call Centre Operators Merge

#contactcenterworld, @CallCare247

London, UK, July 26, 2021 -- Call centre operators CallCare and alldayPA are merging, The Sunday Times has reported.

They are two UK call centres and employ approximately 2,500 people in their 24-hour call centres.

Call centres have reported that their on-demand services have gained popularity during the pandemic. Their activity has been boosted by businesses outsourcing customer services while their staff were on furlough.

CallCare has seen a significant increase in revenue from its partnerships with Public Health England and the NHS. CallCare operators handle the Covid-19 response lines and appointment booking services.

alldayPA has also seen a rise in demand for their telephone answering and virtual receptionist services, with the generally increased reliance on online services. Shopping habits have also extended beyond traditional working hours, as customers seek support all day every day.

The Manchester-based companies have adapted to meet customer expectations around the clock, hiring more staff and expanding their contact centres. Their clients include professional services, e-retailers, facilities management sector and health and emergency services.

i-CXP, the new company born from the merger, will be led alldayPA boss Reuben Singh. The company will pursue four more acquisitions after the merger.

#contactcenterworld, @CallCare247

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


Today's Tip of the Day - Don’t Allow Scapegoats

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

Published: Wednesday, July 28, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Speech Technology

 
1.) 
Premium Listing
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.


2.) 
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)

3.) 
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.
 

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