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News : S&P Data Lays Off 158 Staff in Saint John, 87 in Edmundston

Saint John, NB, Canada, March 29, 2019 - S&P Data has laid off 158 people from its Saint John office and 87 from its Edmundston call centre, the company’s chief operations officer confirmed on Friday.

COO David Borts said the company had to lay off so many people on short notice because a client abruptly and unexpectedly ended its contract with S&P.

"The client that we represented was a client for over 20 years … and they came to us and told us that they were unable to deliver the committed capacity they contracted us for," said Borts in an interview with Huddle.

"Unfortunately the way the client came to us really left us with no other choice but make a really difficult business decision to lay off the staff."

S&P Data provides customer care services in several industries, including energy, Fintech, financial services, and telecom and cable. The company’s head office is in San Diego, with other contact centres in Ohio, New Mexico, Michigan, Toronto, Hamilton and Trenton, Ontario. The company opened its Saint John and Edmundston offices last spring.

Borts says both of the offices are not closing, and there is still a "skeleton crew" still working at each, which includes a site manager and some IT security.

"We’ve been operating call centres in Canada for over three decades and in that entire lifespan we’ve never had to close a call centre and we never had to do a layoff," he said. "This is something that came as a surprise to us and we’re trying to really manage through [it]."

Borts said the company is working to find another client so the New Brunswick offices can go back into full operation and are working with appropriate agencies to help the laid-off employees.

"We have incredible business associates and managers that are available ready to work and ready to be trained," he said. "We’re working closely with Services Canada to work on transition programs. It’s literally happened overnight, so we’re speaking with ONB and how we can work together to partner with them to help find some transition services. At the same time, we’re trying to find a client we can put into the facilities."

Ron Gaudet, CEO of Economic Development Greater Saint John, says a number of government and industry association partners are already organizing a job fair next week for the displaced workers.

"We have several companies that are looking for those skill sets and there’s a local team that has jumped into full gear very quickly," said Gaudet. "On Wednesday of next week, we will have a job fair. It will be held in [Loch Lomond Place] where the company was. [We’re] reaching out to seven companies that are looking for about 690 people right away."

With so many other contact centres hiring in the city, Gaudet is confident that the gap will be filled quickly.

"What we want people to understand is that we’re in a market place where there is a skills shortage and these things are never easy but business decisions are based on business [realities]," said Gaudet. "We’re confident in this one that the infill will happen and we’re also hopeful that space can be filled in the near term."

When the Saint John office first opened last year, Opportunities New Brunswick (ONB) announced S&P Data was eligible for an investment of up to $3.45 million from the province. Upwards of $3-million would come in the form of payroll rebates, which the government says are performance-based and only disbursed to a company once it has created and maintained the jobs for at least one year, and provided proof of salary levels and employment.

The company would also have been eligible for a $450,000 non-repayable contribution, which will be used to help the company with its hiring targets and lease agreement at Loch Lomond Place.

For the Edmunston office, the company was eligible for $1.875-million from Opportunities NB in the form of payroll rebates. It was also eligible for $300,000 as a non-repayable contribution through the Northern New Brunswick Economic Development and Innovation Fund.

ONB said in a statement that S&P Data has received some of the committed funds.

"ONB has advanced $584,000 of the $5,325,000 committed to S&P under the terms of the two agreements," reads the statement. "The $584,000 includes an upfront contribution of $450,000 when S&P Data met the requirements which included signing a long-term lease and employing over 200 people. ONB has paid $134,000 on the Saint John payroll rebate for 2018. As of today, no funds have been expended through the Northern New Brunswick Economic Development and Innovation Fund."

The organization says it will be working to help affected staff find new jobs.

"Opportunities New Brunswick’s workforce attraction specialists and staff at the Department of Post-Secondary Education Training and Labour are available to offer services to affected employees. We understand there are vacancies in the Business Services Centre sector in both regions of the province and ONB will be working to connect the impacted employees with these open positions."

#contactcenterworld, @SP_Data

Posted by Veronica Silva Cusi, news correspondent
Source: https://huddle.today


About S&P Data:
Company LogoSP Data is a leading provider of contact center solutions and services to Fortune 1000 companies in the cable, telecommunications, financial services, logistics and energy sectors, taking care of their clients’ most valuable customers and complex problems. It offers customer service and sales solutions as well as social media customer service management and data analysis.
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Today's Tip of the Day - Offer Voice As Well As Touch Tone (Part 1)

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

Published: Tuesday, April 2, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Dialer Solutions

 
1.) 
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

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months
PH: +91-9549999916

3.) 
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.
PH: +1 512-872-7565

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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 t...
(read more)
PH: +302109241486

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)
PH: (+61) 406 501 368

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
PH: +44 345 0181 070

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
PH: +441617102740

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.
 

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