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News : MTech Awarded Sonim's International Call Center


Sarasota, FL, USA, Nov, 2018 -- Sonim Technologies, provider of mobile phones for workers in demanding and hazardous environments, has named Sarasota's MTech the operator of its international call center.

The announcement comes a year and a half after MTech was named the United States repair center for Sonim.

Through a pilot program that began in July 2017, "MTech proved to Sonim that combining repair, warehouse and call center operations brings synergies that enable faster resolution and a better customer experience," said Sean Savery, Senior Director of Customer Experience for Sonim Technologies. "MTech delivered an outstanding customer experience that was noticeable in the customer feedback – both from an internal and external customer perspective."

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Sonim’s call center operations have been moved to MTech headquarters in the SRQ Commerce Park in Sarasota, just north of University Parkway and U.S. 301 in southern Manatee County.

"MTech understood that this was a big investment and dramatic transition for us, and they have been an exceptional partner in this move," Savery said.

"We started taking calls April 1," said MTech's Graham Ross, Service Manager over the Customer Experience Center, which can take calls in 156 languages through arrangements with professional interpreting services. "Because we are onsite with the repair center, we can literally walk over to a technician and update the customer in real time," Ross said.

These efficiencies are part of Sonim's commitment to serve its entire customer base including its focus on first responders, law enforcement and other public safety customers, an important sector for Sonim. 

MTech already has experience supporting mission-critical mobile devices through its support of pilots and flight attendants, said MTech co-founder Anthony Fernandez, vice president of MTech operations and logistics. "We are honored to partner with Sonim Technologies and to help serve those who serve us."

"We are dedicated to supporting the mobile technology businesses rely on every day," said Tony Fernandez, president and CEO of operations and logistics, and co-founder with his son Anthony.


Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Maintaining Customer Notes

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Published: Friday, November 23, 2018

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2020 Buyers Guide Recording

Call Center Studio

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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.
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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.
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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.
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