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News : Convercent by OneTrust Launches Enhanced Global Call Center Operations with New Languages for Ethics Helpline Reporting

#contactcenterworld

Atlanta, GA, USA, Sept. 28, 2021 -- Convercent by OneTrust announced enhanced global Call Center operations to improve the experience for employees reporting misconduct via their company helpline. With a continued US presence, the call center operations will expand into the EU, providing a more global experience. The enhanced experience aims to have at least 90 percent of calls handled in a reporter's preferred language without the assistance of an interpreter to make reporters feel more comfortable and provide more accurate helpline reports.

The EU Whistleblower Directive sets out a minimum standard on how organizations should handle and respond to reports made by whistleblowers, with the first deadline to comply being December 17, 2021. The requirements include reviewing the performance of any existing whistleblower helplines, and updating internal processes to align with the directive.


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Organizations need to advance and mature their speak-up programs to comply with the EU Whistleblower Directive and meet the needs of the modern reporter; that includes being able to speak in their preferred language. At the same time, enabling employees to submit reports in their language of choice allows organizations to capture the most accurate and detailed reports possible.

With call centers in multiple locations around the world, the enhanced functionality will offer increased data security to the global customer base currently using Convercent's Helpline and Case Manager. This enhancement builds on the global experience Convercent has established through in-market customer support, technical support, and European data storage.

"Organizations have to treat their reporters with empathy, and a key part of that is being able to securely report in the language they want to speak," said Patrick Quinlan, CEO at Convercent by OneTrust. "This is why we're excited to launch our enhanced global Call Center operations as the latest step in improving the reporting party experience."

#contactcenterworld

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


About Convercent by OneTrust:
Convercent by OneTrust is the leading global provider of ethics and compliance software, empowering the world's largest and most admired companies to understand organizational risk, protect their brand, and engage employees with their ethics and compliance program.
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Published: Wednesday, September 29, 2021

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2021 Buyers Guide Automated Call Distributors

 
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.

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
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