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News : Jersey Emergency Service Call Outages 'Life-threatening'

#contactcenterworld, @jt_business

Jersey Island, UK, Nov 20, 2020 -- Islanders faced potentially "life-threatening" situations when they were unable to make 999 calls on multiple occasions, a regulator has found.

Failures by network providers JT and Sure caused six emergency outages in Jersey between January and April.

Calls to the emergency services were found to have "failed entirely" in the island on two of these occasions.

JT has since apologised and Sure said "immediate changes" have been made.

The Jersey Competition Regulatory Authority (JCRA) has not yet decided if either company will be fined.

The most serious outages took place on 7 and 29 April, according to the JCRA's investigation.

On these occasions islanders were unable to contact the emergency services for periods of one hour and 57 minutes, and 41 minutes respectively.

The regulator described the failures as "completely unacceptable" and "reckless".
'Especially serious'

A report by the Justice and Home Affairs Department said the "most significant underlying problem" had been the instalment of a new IT system by JT.

The JCRA said its shortcomings were "especially serious" as the provider is responsible for connecting all Jersey calls to emergency services through its call centre.

The company's chief executive Graeme Millar apologised, and said their call handling "fell below the level we expect".

The JCRA also found Sure had contravened its license by failing to ensure customers could reach the JT network.

Chief executive Graham Hughes said the company had made "immediate changes" to ensure future services were "smooth and reliable".

The JCRA concluded: "Fortunately, no injury or loss of life is known to have resulted as a consequence of any of the six incidents referred to above.

"It is nevertheless evident that the failures which led to their occurrence presented a potential life-threatening risk to the public."

Both companies were instructed to carry out maintenance checks every 30 minutes, and provide access for independent auditors.

#contactcenterworld, @jt_business

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


About JT Global:
Company LogoJT Group Limited (doing business as JT) is the parent company of several subsidiaries including Jersey Telecom Limited and Wave Telecom Limited. Jersey Telecom is the former monopoly operator in the Bailiwick of Jersey.
Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

About Sure:
Company LogoSure, a trading brand of Batelco, is a telecommunications company in the Isle of Man, Jersey, and Guernsey. Sure is the largest tri-island mobile operator across the Channel Islands and Isle of Man.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Losing 1 Customer Costs $$$$

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

Published: Monday, November 23, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

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.
PH: +1 917 475 9200

2.) 
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

3.) 
Geomant

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.
PH: 01789 387900

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.
PH: +1-773-325-0608

5.) 
Nuxiba Technologies

CenterWare
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!

6.) 
OrecX

Oreka TR
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.
PH: 3109672003

7.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
 

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