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News : Sigma Connected Wins Anglian Water Contract in the UK

#contactcenterworld

A UK business outsourcing provider has agreed a three-year contract with Anglian Water to support its most vulnerable customers.

Sigma Connected, which provides UK and offshore customer contact services for some of Britain’s utility and financial services firms, has signed the deal to provide its ReachOut service to the geographic water and wastewater company in England and Wales - supporting its most vulnerable or financially challenged customers.

ReachOut will see Sigma’s team helping around 600 vulnerable people in debt every month by engaging with them, raising awareness of support and guiding them to charities such as the Samaritans, StepChange, MIND, Turn2us and Macmillan. The charities help with any underlying challenges often linked to debt, with Sigma’s ReachOut team also guiding customers back to the support Anglian Water has to offer those in poverty.

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Sigma Connected’s CEO Gary Gilburd said: "Our trial of ReachOut with Anglian Water was a huge success and they are now leading the way in the water industry by becoming the first company outside of the energy and banking sectors to engage with and commit to ReachOut.

"This is all about our team engaging with, building trust and really listening to people in debt – understanding what’s making their bills difficult to manage – and guiding them back to the client’s own teams, alongside the best possible support with financial, emotional and physical wellbeing in mind.

"It is another great milestone for ReachOut and we look forward to making a difference between now and 2024."

Spencer Hough, Head of Billing and Collections at Anglian Water added: "The ReachOut service has shown us that by using a trusted partner to support customers on our behalf we can get vulnerable customers to open up more about the challenges they are facing and then find a route to help them.

"It will undoubtably bring us closer to thousands of our customers, help to resolve their debt and improve awareness of the type of support available. We have high hopes for ReachOut and look forward to working hand-in-hand with the team at Sigma."

#contactcenterworld


Today's Tip of the Day - Play Your Agents Their Calls

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

Published: Tuesday, March 1, 2022

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2022 Buyers Guide Recording

 
1.) 
Premium Listing
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.


2.) 
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.

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.

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.

5.) 
MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.

6.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

7.) 
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!

8.) 
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.

9.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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