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News : Digital Agency Streamlines Operations with Sale of Contact Centre Business

#contactcenterworld

Sheffield, England, Nov 20 2018 -- Jaywing, the Sheffield-based digital agency, has exchanged contracts for the conditional sale of its contact centre business, HSM, to Bidco.

Bidco, which is backed by New York and London-based private equity firm Aquiline Capital Partners LLC, is acquiring HSM in a deal.

For the six month period ending 30 September the agency said it was "building sales momentum and recognising early stage benefits of cost realignment and debt reduction year on year."

Martin Boddy, chairman of Jaywing, said: "The disposal of our contact centre (HSM Limited), as announced by the Company this morning, is an important non-core asset disposal, which will allow management to concentrate entirely on developing its core business and will simplify the Jaywing offering.

"Following the disposal, we will operate as a consultancy, an agency and a technology business all under-pinned by data science. Our skill is to combine these to create solutions that our clients find indispensable. We call this our "One Jaywing" model, a model which is now being utilised with over two thirds of our top 50 clients.

"We are seeing momentum build quarter on quarter this year, particularly in our performance marketing division, Epiphany. The sales pipeline is also far stronger than at the same time last year and our churn rate is far lower. Our overall EBITDA margin, 7.3% H1 18/19, reflects the specific business mix in H1, and also does not yet capture the benefits of the cost base measures we have undertaken."

Boddy added: "The end of September represents the seasonal peak of our borrowing. However, net debt has reduced year on year. We successfully renegotiated our banking facilities in July and are comfortably within our covenants.

"Looking ahead to the remainder of H2, we don’t anticipate market conditions improving in the UK given the general level of uncertainty in the run up to the UK’s anticipated withdrawal from the European Union on 29 March 2019.

"Fiscal Q4 (calendar Q1) has historically been a seasonally important period for the Company, due to the annual budgeting cycles of our clients, which are not expected to change. Despite the market conditions, the Board believes that Jaywing’s differentiated offering makes it well placed to capitalise on growth opportunities in both the UK and Australia."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.thebusinessdesk.com


Today's Tip of the Day - Telephone Service

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

Published: Wednesday, November 21, 2018

Printer Friendly Version Printer friendly version

2020 Buyers Guide IVR

 
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.
PH: +1 512-872-7565

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 

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