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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.

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"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 - Pound-Hash-Number!

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

Published: Tuesday, April 2, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Cloud Contact Center Solutions

Page: 12
1.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)
PH: +603 5569 9816

2.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

3.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

4.) 
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

5.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
PH: 800-741-2998

6.) 
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:

7.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
PH: +61288803111

8.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

9.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
PH: 18665474764

10.) 
Edify Labs

Edify Huddle
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.

11.) 
Envision

Envision Click2Coach WFO/WEM
Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.

For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience...
(read more)
PH: 206-225-0800

12.) 
Fonolo

Call back / virtual hold solution
Fonolo's solution can eliminate hold time from your contact center without changing any business process.

Fonolo's cloud-based call-back solution sits above your infrastructure, giving callers the option to receive a call back instead of waiting on hold.

This results in lower abandon rates, handle times, and costs -- and a superior experience for your customers.
PH: 416-366-2500

13.) 
Integra CCS

uContact
uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound)
- SMS, Email & Webchat in a Unified Inbox
- A Call Center Designed CRM
- Completely Customizable Reporting
- Gamification
- Recording
- Voice Broadcasting
- Quality Control
- Live Coaching (Spy, Whisper, Collaborate)
- Many More Features & an Open API.

14.) 
Lieber & Associates

Technology Acquisition Consulting
L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
PH: +1-773-325-0608

15.) 
Megacall

Megadialer
Increase the efficiency of your agents and generate a higher volume of effective calls saving time and money.
How it Works
With Megadialer you can choose the most appropriate dialling method for your campaign: previous or predictive.

Easy to Use Interface: Modify campaigns to suit your business

Customizable Campaigns: Numerous modules that will make your management easierl

Real-Time Analytics: Control all processes in the MegaDialer interface in real-time

All our 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

16.) 
MFE International

Genesys PureCloud
Award winning Genesys PureCloud Contact Centre. A leader in the magic quadrant.Recognised by Gartner, Forrester and Frost and Sullivan. Secure and Reliable. True omnichannel- voice, chat, email, social and messaging.Includes inbound and outbound, from call routing and IVR to email, chat, social media, messaging, screen share, self-service options, workforce optimization, analytics,
PH: 96386615

17.) 
MyCallCloud LLC

MyCallCloud
MyCallCloud has 79,600+ Hours In Contact Center Software Up-time and is made of caring professionals with 60+ years of experience. If you need robust, stable, and user-friendly hosted (or premise) Cloud Contact Center Solutions, give us a call.
We provide ongoing consulting to assist clients to more effectively manage Inbound, Outbound and Blended calling with their on-site -or- remote staff. Integration solutions are many and are provided at low, or at no cost when on-boarding. Multi-channel, cutting-edge contact center solutions such as SMS, IVR message blasting (with Text-to-Speech), FB messaging, and other services such as No-Dial (voicemail delivery to cell phones without rin...
(read more)
PH: (888) 663-0760

18.) 
NeoDove

NeoDove Customer communication platform
NeoDove is an AI-powered, end to end tech-enabled customer communication and reporting solution that allows you to actively engage with your customers. It was built to ease the pain areas faced by most growing organizations in their pre and post-sales processes and to get rid of the limitations imposed by the traditional system, be it tracking leads, following up, connecting with customers or team productivity and efficiency. It has been built to meet all the sales needs of organizations and help them grow faster.
Within a short span of being in business, Neodove has managed to develop an impressive client portfolio spanning across various industries - RealEstate, Automotive, Edutech, Finte...
(read more)
PH: +91-9414031455

19.) 
NICE Systems

NICE inContact CXone
NICE inContact CXone is the leading cloud customer experience platform. Only CXone unifies Omnichannel Routing, Analytics, Workforce Optimization, and Automation and Artificial Intelligence – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud native platform. CXone delivers the world’s most comprehensive digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market. With its Open Cloud Foundation, CXone powers rapid innovation via open APIs, leading scalability and reliability (guaranteed 99.99 percent uptime), and carrier-grade connectivity (guaranteed voice quality).
PH: 1(866)965-7227

20.) 
Noble Systems

Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.
PH: +61 (0) 3.9008.1700
 
Page: 12

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