Auckland, New Zealand, May 16, 2019 -- Vodafone NZ has had major call centre issues today, but says they are not related to its restructure - which will see some helpdesk roles go to Indian company Tech Mahindra.
The telco tweeted around 3 pm, "Our contact centres are operational, however we are experiencing higher than usual wait times. You can also contact us through online chat or the self-service options on the MyVodafone website/app. We apologise for any inconvenience, and are working with urgency to resolve this."
And a manager at a rural ISP told the Herald, "Our private channel partner line wasn't even working this afternoon, so RBI [Rural Broadband Initiative] partners can't activate sim cards for new customers."
The issues had been going on for hours.
A spokeswoman told the Herald around 4pm, "We have high call volumes at the moment due to a network issue our Philippines contact centre partner had. The issue impacted service levels for all of their customers including Vodafone NZ, which created a backlog of calls.
"Their issue is now resolved and while we're working through the backlog, we're encouraging customers to try our other customer service options including online chat, our chatbot TOBi, self-service options on our My Vodafone app and website, or to visit one of our team in a retail store."
She added, "This is a partner we had already made the decision to move away from going forward prior to this incident."
Early this week, Vodafone Group said it had agreed to sell its New Zealand business to Wellington-based Infratil and Canadian investment company Brookfield.
The deal is expected to be completed by the end of August, subject to regulatory approval.
Posted by Veronica Silva Cusi, news correspondent
Established in 1994 to operate in the Turkish mobile telecommunications sector, Vodafone Group became a mobile operator under the name Vodafone Telekomünikasyon A.Ş. on May 24, 2006. Now the second largest mobile operator in Turkey, Vodafone has 18,000,000 subscribers. As England's first GSM carrier, Vodafone made the first mobile phone call on Jan. 1 1985. Vodafone Group Plc is the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company's subsidiary undertakings.
Published: Friday, May 17, 2019
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
|10.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.