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News : Reopened Call Center Will Bring Up to 35 Jobs to Waldoboro

#contactcenterworld, @answernet

Waldoboro, ME, USA, Sept, 2019 -- A call center, New Taction Inc., will return Oct. 1 to the Waldoboro building Taction left in 2014, bringing up to 35 jobs back to the town.

New Taction will move into the first floor of the office building at 251 Jefferson St., according to Seth Hall. New Taction is a division of Pennsylvania-based AnswerNet, which bought Taction in 2014.

The announcement follows Hall’s purchase of the building Friday, Sept. 13. Hall is the managing member of S and J Llama LLC, which bought the building from Five Nickel LLC. According to Hall, the legal owner of the building will be BugTussle Annex LLC, a division of S and J Llama LLC.

Michele Burns, a general manager with AnswerNet, said the call center is relocating from Rockland because it has grown and needs more space.

According to Burns, the Waldoboro center will be open and fully operational by Oct. 1.

Though Burns did not comment on the specific number of jobs that will come with the company’s move, she did say the business is hiring.

New Taction Inc. has signed a three-year lease for the entire first floor, a 2,600-square-foot space.

"Up to 35 full-time people – that will bring a huge boost in economic activity to Waldoboro," Hall said.

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Located in the heart of Waldoboro’s village, near the intersection of Jefferson Street and Main Street, the Jefferson Professional Building housed Taction for nearly 20 years. The business sold to AnswerNet in August 2014 and AnswerNet moved the center to Rockland.

Hall said that although the call center moved to Knox County, it retained many employees who live in and around Friendship and Waldoboro.

"They wanted to come back. Their employees live near here and wanted to be close to home," Hall said.

"Initially they were talking about bringing 15-20 people back, but two weeks ago that number increased to 35 positions," he said.

Hall bought the building from Sam Pennington and his sister, Kate, who owned it under the name Five Nickel LLC.

Five Nickel LLC had purchased the building in October 2015. In addition to Taction, the building was formerly home to New England 800 Co.

Hall, who lives on Gross Neck, previously converted the former Fieldcrest Manor into a light industrial and small-business development space called the BugTussle Brooder. He also created the BugTussle Annex, a professional coworking and event space on the third floor of the Jefferson Street building.

Hall said the Waldoboro location will specialize in customer care and support programs for large retail brands.

The departure of a gym business on the first floor made the space available for the new call center, according to Hall.

Hall said the food pantry in the basement and the BugTussle Annex will remain in place.

Hall said he is committed to reinvigorating the Waldoboro economy and has worked to promote economic development in the midcoast since retiring after 30 years of working in research computing management at the Massachusetts Institute of Technology.

"That’s part of our motivation to do this. We want to promote economic development in Waldoboro. It’s what I do. I’ve been doing residential real estate management for 45 years," Hall said.

"We’ve been switching our investment strategy from multi-family light and commercial properties, and this was a good opportunity to do just that," Hall said.

Hall said most of the professional building will soon be full, with only two offices on the second floor currently available.

"We have two offices left and hope to provide a modern, comfortable and energy-efficient environment for small-business owners and professionals," he said.

Tenants on the second floor include a hairdresser and, for now, the office of the Waldo Theatre’s new executive director, Hall said. The director will move into the nearby theater when renovations are complete.

Hall’s acquisition and ownership of the building is economically feasible due to planned sustainability-minded upgrades to the structure, he said.

"Over the next year or so we plan to do a deep energy refit of the building, including replacing all of the existing fossil fuel-powered HVAC equipment with far more efficient heat pumps," he said.

The heat pumps will be powered by a large solar array S and J Llama LLC plans to build on its Depot Street property. The array will produce enough energy to power both buildings, in addition to several other properties under development.

Hall has other upgrades in mind for the Jefferson Street building. "We will upgrade the lights to LEDs and go through all the systems to make them energy efficient," he said.

Hall also plans to swap out the building’s oil boiler for a propane system.

"We’re taking out the 75 percent efficient No. 2 fuel oil for a 95 percent efficient, state-of-the-art condensing propane-fired boiler to back up the solar power heat pumps, which will cover 100 percent of the building. The propane is just for extreme Maine weather," Hall said.

One of the building’s advantages is its proximity to fiber-optic cable installed in the village by Tidewater Telecom Inc. of Nobleboro.

"We hope to energize, offer, and create new business growth opportunities in the Historic Village District," Hall said.

In addition to his efforts in the private sector, Hall is a former chair of the Waldoboro Planning Board and a former member of the RSU 40 board of directors and the Waldoboro Economic Development Committee. He was a founding member of the town’s communications technology committee and currently serves on the Region 8 School Board.

#contactcenterworld, @answernet

Posted by Veronica Silva Cusi, news correspondent

About AnswerNet:
Company LogoThe AnswerNet Network is a telemessaging call center business and a provider of outsourced contact center and fulfillment services. On a combined basis, the AnswerNet Network centers have an average experience level of over 30 years each in the telemessaging business.
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Today's Tip of the Day - Beware Of Techno Babble & Jargon

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

Published: Wednesday, September 25, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Omnichannel

Page: 12

This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.


Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.

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.

Call Tracking Metrics

Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.

CCT Solutions

CCT ContactPro
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.

With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
(read more)

Comm100 Network Corporation

The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.

From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs.

ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
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®, Aspe...
(read more)

Consilium Software

Consilium UniVCX™
You may have seen the meme going around that captures what tipped the balance towards digital. The questionnaire asks, “who is driving your digital transformation?” After “CEO” and “chief digital officer”, the third option is “Covid-19” highlighted with a red circle. The pandemic has been tragic in the toll it has taken on the lives and health of the global population, forcing billions to stay at home. Yet, it has also been a catalyst for change in a bigger way than any event since the last world war. Who would have thought that a bank would lend a new customer a million dollars or more based on a video inspection of the mortgaged property and without any physical paperwork or face-to-face K...
(read more)




Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

eGain Corporation

eGain omnichannel customer engagement solutions power digital transformation for leading brands.

Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.

Based on a unified platform, the solution is trusted by blue-chip brands for customer engagement at scale that is effective, efficient, and consistent, while being compliant with best practices and industry regulations.

eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

ethosIQ, LLC

Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.


Video Advisor
Directly engage customers through an effortless Video chat via your web page or mobile APP with a secure platform. Escalate from an existing chat or create a brand new video conversation, use desktop sharing and co browsing, record and track every step of the customer journey

Fusion E-Solutions LLC

omnichannel support service, BPO services
We help businesses in their administrative and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs.

Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
(read more)

ICR Evolution

ICR Evolution
We are omnichannel. We know that your clients want to be able to contact you through any channel, whether it is via telephone, social customer service (WhatsApp, Telegram, social networks), email, self-service, outbound or live chat. That is why we think about each improvement with the omnichannel experience as the main focus. ICR Evolution has been designed to exceed your customers' expectations, offer an excellent and consistent experience across all channels, increase productivity and retain talent in your company. We make it possible thanks to features such as Intelligent Contact Routing, Self-Service with Voice Recognition (IVR), Predictive Dialer, CTI, Scripting and Flow Design Tools, and Omnichannel Communications Management.

Ivonesia Solusi Data

Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.

Lieber & Associates

Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.


A premier yet affordable VoIP phone system, working from home—or anywhere—has never been easier than with MightyCall, a no-hardware, no-nonsense solution for SMB.
Page: 12

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