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News : Coronavirus: Spark Call Centres Hit by Lockdown in Philippines

#contactcenterworld, @sparknzltd

Auckland, New Zealand, March 17, 2020 -- Spark says customers may be kept waiting after its call centres in the Philippines were closed temporarily as part of a lockdown to halt the spread of the coronavirus.

The closure of its call centres in the capital of Manila was a result of the Philippine government's action, not an identified case of Covid-19, Spark said.

In the meantime, customers will be directed to Spark's New Zealand-based call centre agents.

Call volumes were at normal levels on Tuesday morning, but customers were warned they may experience longer wait times than usual.

"As the Covid-19 situation develops we are focussed on ensuring the health and safety of all our people – including those working in New Zealand and our call centre agents offshore," said Grant McBeath, Spark's customer director.

"We are grateful to New Zealanders for their patience and understanding while we work through this situation, and we will keep our customers updated as the situation evolves."

Spark encouraged customers to log in to their MySpark app to access account details and make changes to their service, or visit their nearest Spark store.


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"The geographical spread of Spark's customer care teams, with agents situated in multiple locations off-shore and multiple locations in New Zealand, as well as agents working from home, ensures diversity in Spark's call centre network and business continuity in unexpected situations such as the unprecedented disruption caused by Covid-19," the company said.

Vodafone does not have any call centres in the Philippines.

"We have a Business Continuity Plan action group set up locally, and are working closely with our international colleagues including offshore call centres to respond to the ever-changing impacts of Covid-19," said Vodafone spokeswoman Nicky Preston.

"Our contact centre contingency planning allows for work and calls to be diverted to different offices in New Zealand and India. We are confident in our ability to shut down our office sites without affecting the service we provide to our customers, and we will continue to monitor the situation closely."

Craig Young, chief executive of the Telecommunications Users Association, said most large global IT firms had call centres in the Philippines, along with India.

"The impact will be significant, particularly for the IT industry," he said.

On Monday, Philippine President Rodrigo Duterte widened a month-long lockdown in the capital region to contain an outbreak of the new coronavirus.

An "enhanced quarantine" of the island with a population of at least 57 million people will be implemented until April 12, Duterte said. Mainland Luzon will be on a strict home quarantine that the police and military will oversee, and workers must work from home to "significantly" limit movement, he said.

"Everyone must stay at home, leaving their houses only to buy food, medicine and other basics necessary for survival in the coming days," Duterte said.

The virus has infected at least 140 people in the Philippines and killed a dozen.

#contactcenterworld, @sparknzltd

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.stuff.co.nz


Today's Tip of the Day - Language Options

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

Published: Wednesday, March 18, 2020

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2023 Buyers Guide Computer Telephony Integration

 
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.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all 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®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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