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News : Skyview Capital Completes the Acquisition of Select Customer Care Assets from Conduent Incorporated

#contactcenterworld, @conduent

Los Angeles, CA, USA, Feb, 2019 -- As previously announced by Conduent on Feb. 4, 2019, Skyview Capital, LLC ("Skyview"), a global private investment firm, announced that it has acquired select customer care assets from Conduent Incorporated (NYSE: CNDT) and formed Continuum Global Solutions ("Continuum") to serve as the single brand to house and operate the newly formed business. Terms of the acquisition were not disclosed.

In addition to the portfolio of select standalone customer care assets acquired from Conduent, Skyview Capital is actively pursuing other customer care opportunities to integrate under the Continuum banner. 

Continuum Global Solutions serves as a fully-integrated contact center platform combining digital and cloud technology with skilled professionals to manage daily customer interactions. 

Overseeing management of Continuum Global Solutions will be Darryl Smith, Skyview Capital's President of Global Portfolio Operations as well as Rod Stoddard, Senior Vice President of Portfolio Operations at Skyview. Jerry Kinnick, who was the senior leader of the business prior to Skyview's acquisition, will serve as President of Continuum, and brings over 20 years of industry experience to the role. Several other highly experienced leaders will continue with the business as well.

"We are excited to further expand Skyview Capital's role as a leading force in the customer care industry with the formation of Continuum Global Services," said Skyview Capital Chairman and Chief Executive Officer Alex Soltani. "Continuum begins operations with a global roster of Tier 1 clients in multiple industry verticals serviced by a vast employee base located in key international markets. As always, we remain exceptionally focused on growing this business both organically and through value-added acquisitions which will allow us to provide even a deeper breadth of capabilities and services to our esteemed customer base."

Said Stoddard: "Our goal is to establish Continuum Global Solutions as a marquee destination for the ultimate in customer care services by uniting Skyview's proven operational expertise with the skill sets and experience bases that Jerry and his team bring to the table."

"We are pleased to have Continuum Global Services join the Skyview portfolio, and we look forward to enhancing the business while providing unsurpassed service to our customers. Skyview Capital's team of operational professionals is excited to join forces with Continuum senior management to help maximize the potential of these world-class contact center solutions," said Smith.

"I am excited to join with our new partners at Skyview as we work together to deliver world-class customer contact services to our extraordinary customer base and to the many new clients we look forward to welcoming in the near future," said Kinnick.

#contactcenterworld, @conduent

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


About Continuum Global Solutions:
Company LogoContinuum Global Solutions, a Skyview Capital company, partners with companies around the world to deliver customer care services through its global network of call centers and ready@home program. Clients rely on Continuum’s expertise and best practices in customer care management to enhance their customer experience. Continuum’s team members leverage voice, chat, email, and social media technologies to serve clients across multiple industry verticals.
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About Conduent:
Company LogoProvider of multi-channel knowledge management, care automation and analytics.
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Today's Tip of the Day - Where Is The Problem?

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

Published: Monday, February 18, 2019

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2021 Buyers Guide Automation

 
1.) 
Agara

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.

2.) 
Auraya

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...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
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...
(read more)

4.) 
Emmersion

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.

5.) 
OpsTel Services

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.

Speed features:

*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...
(read more)
 

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