Belfast, Northern Ireland, June, 2022 -- POWER NI, part of Energia Group, plans to recruit a number of staff on a rolling basis for ‘virtual contact centre', one of the first in Northern Ireland.
It is currently recruiting for a variety of customer service and sales roles for its Power NI and Energia brands.
The company, which meet the energy needs of homes and businesses in Ireland, is transforming the traditional workplace with the introduction of virtual contact centres which allow the customer care and sales teams to connect with customers from the comfort of their own home without any negative impacts on training and the quality-of-service customers receive.
Working virtually provides greater accessibility to cater for workers with varying needs, including those with health issues who are unable to leave their homes easily or those who cannot commute long distances. The virtual centre also makes roles more accessible to a broader group of candidates with various shift patterns on offer.
Energia Group has been working in a hybrid model since February, but to ensure those working from home do not miss out, it introduced learning teams based on call listening for complex queries which has proven effective. This has also allowed those working both virtually and on-site to feel a sense of solidarity in sharing best practise suggestions.
Gillian McCaughtry, Energia Group's head of customer experience said: "Customer service is a priority for us, but just as important is the experience of our staff. We shifted rapidly to enable staff to work from home when Covid-19 hit and are continuing to evolve our workplace to provide the most advanced options in hybrid and virtual working to our employees. The future of work is evolving and with our ‘One Team' approach, we are embracing it.
"This has also made the workplace more accessible for everyone, and it has been wonderful to watch our home-grown talent pipeline achieving their goals, regardless of any geographical restraints, educational background or otherwise. It's a level playing field and if you want it, all of us at Energia will help you get it."
Posted by Veronica Silva Cusi, news correspondent
Published: Monday, June 6, 2022
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.
EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.
Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.
Voice to Digital Connect, Agent Guided Workflows
Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues.
Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues.
Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution.
Our Applications support en...
Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
SPEED & PLUS
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.
*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 Perfor...