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News : Nigeria: MTN May Shut Down Network Over NLC Picketing

#contactcenterworld, @MTNGroup

Lagos, Nigeria, July, 2018 -- There is a strong indication that if the picketing of its companies by the Nigerian Labour Congress, NLC, continues, telecom company, MTN Nigeria may shut down its network.

This undoubtedly will have untold consequences on the economy as millions of Nigerian subscribers and other telecom service providers connected to its network will be down and out.

The umbrella body of the telecom operators in Nigeria, the Association of Licensed Telecom Operators in Nigeria, ALTON has threatened that it would advise its members to consider preventive shut down in order to avoid further damage to network facilities, if nothing is done to checkmate the situation.

In a release signed by the Chairman of the association Engr Gbenga Adebayo, "News of the picketing of the offices and disruption of operations of one of our members has been brought to our attention. ALTON is very concerned about this unfortunate development.

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Members of ALTON are law-abiding organizations who are committed to best practices in all areas including labour related matters. As responsible corporate citizens, our members have always provided platforms for their employees to associate freely in accordance with the law and the constitution. Employees of our members are able to join or form associations and unions if they so desire.

"However, the practice is that membership of any associations and unions is voluntary. In line with fundamental human rights regarding freedom of association as guaranteed by the constitution, individuals must not be compelled to join an association or union if they do not choose to do so.

"Picketing of such nature as reported, leading to injury to persons and damage to properties, creates an unfortunate situation where employees are coerced to join unions and associations without respect for their individual rights of voluntary association. Damage to any telecom facilities will lead to the disruption of critical national security and economic services which will expose innocent citizens to great danger.

"Attempts have been made to disrupt the network operations of some of our members through the shut down and vandalisation of critical network facilities. The implication of such disruption will lead to severe poor quality of services with attendant national security implications and far reaching implications on other services that are dependent on the telecommunications industry.

"We hereby strongly request government and its law enforcement agencies to intervene expeditiously; otherwise we will advise our members to consider preventive shut down in order to avoid further damage to network facilities. We trust parties will respect each other's constitutional rights in the interest of our nation Nigeria".

MTN said that all efforts it made to have an amicable resolution with the trade union were futile leading to the union disrupting its operations and damaging its properties.

Corporate Relations Executive of MTN Nigeria, Tobechukwu Okigbo said: "On Monday July 9, 2018, officials of the labour congress were at the MTN offices to picket, but MTN in its civil manner, invited the officials into the headquarters in Ikoyi, Lagos, in order to reach unified decisions and prevent any form of violence or incivility.

#contactcenterworld, @MTNGroup

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


About MTN Group:
Company LogoMTN Nigeria is part of the MTN Group, one of Africa’s cellular telecommunications company.
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Today's Tip of the Day - Do Your Wall Boards Really Help?

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

Published: Monday, July 16, 2018

Printer Friendly Version Printer friendly version

2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

3.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

4.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
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...
(read more)
PH: +302109241486

5.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

6.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

7.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

8.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

9.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

10.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

11.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

12.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
 
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