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News : Hydro Ottawa Keeps Customers Energized During Time of Crisis With Avaya OneCloud™ CCaaS Solution

#contactcenterworld, @Avaya

Santa Clara, CA, USA, July 8, 2020 -- Hydro Ottawa, an energy and utilities company in the province of Ontario, Canada is delivering essential electricity and related services to its customers without interruption, even while quickly pivoting to a remote workforce, with help from Avaya (NYSE: AVYA), a global provider in solutions to enhance and simplify communications and collaboration.

Hydro Ottawa is a critical utility company serving Canada's capital for over 100 years. During the ongoing COVID-19 pandemic, the company was faced with the possibility of disruption to their contact center operations while outsourced partners were forced to send their employees home. Avaya deployed a public cloud based Contact Center-as-a Service solution, enabling employees, including contact center agents, to remotely work from home while effectively managing contact center operations and meeting customer needs. Avaya OneCloud CCaaS allowed Hydro Ottawa to make this seamless transition with no interruption of service, ensuring the safety of their employees and enabling customers to continue to engage with the company they depend on.

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"It was extremely important that we accounted for our employees’ health and wellbeing while they worked from home, many who were doing so for the first time," said Mark Fernandes, CIO, Hydro Ottawa. "With the pressure to meet customer expectations and handle a high volume of difficult calls, the last thing they needed was lagging contact center capabilities. Avaya was instrumental in this. The move was so seamless that our customers didn’t even know. With Avaya, we maintained full visibility and continued to get the business intelligence we needed to make improvements and the best decisions for our customers. The investment we made in Avaya has paid off."

Hydro Ottawa had been working with Avaya on its digital transformation to support the organization’s business strategy, and so had a head start on leveraging cloud communications and collaboration when the outbreak suddenly hit. Roughly half the organization immediately ceased in-office operations and transitioned to a virtual work model, including employees at the company’s contact center. 

#contactcenterworld, @Avaya

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


About Avaya:
Company LogoAvaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
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Today's Tip of the Day - Train In Sensitivity

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

Published: Thursday, July 9, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
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

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

7.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

8.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

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