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News : TPG, Vodafone Moving Telephone Support to Remote Ops

#contactcenterworld, @vodafonegroup

Sydney, Australia, March 17, 2020 - Australian telcos are rejigging their customer support models in response to the coronavirus pandemic, ranging from TPG and Vodafone moving telephone support remotely to others disabling live chat.

The reactions come as the Communications Minister Paul Fletcher convened a "virtual roundtable" with "senior executives of NBN Co, Optus, Telstra, Vodafone, TPG and Vocus" yesterday.

They agreed - among other things - to "establish a special working group composed of the telcos, and led by NBN Co, to share relevant information and discuss emerging engineering, security or operational issues in relation to COVID-19."

One of the issues for telcos is how to support customers at a time when the usage of internet services is likely to increase as more people work from home.

So far, there are widely divergent approaches among the telcos.

TPG, Vodafone go remote

TPG said this morning it is transitioning to full remote operations for its support staff.

"Due to precautionary measures to protect our staff from the COVID-19 outbreak, TPG’s telephone support team members will be transitioning to working from home," it said.

"Our customer support agents will also be available online via Chat Support."

Vodafone said Sunday that "at its Hobart contact centre, agents will begin transitioning to rostered remote working arrangements."

Vocus brands turn off live chat

Meanwhile, Vocus-owned brands iPrimus and Dodo carried identical statements that live chat is now unavailable.

"Due to the escalating situation with COVID-19 (coronavirus) around the world, we’ve had to adjust our working conditions to ensure a safe environment for our employees, while continuing to support you," iPrimus and Dodo said.

"Support for critical requirements such as faults, outages, power and gas, and financial hardship are still available, but you may experience longer than usual wait times when calling.

"Live chat will be unavailable and expect delays with email response times."

Telstra, Optus have problems at Philippines call centres

Telstra predicted longer wait times this morning as measures in the Philippines to control the spread of the disease - such as the lockdown of Manila - impacted its call centre operations.

"Due to new COVID-19 measures introduced by the Philippines Gov overnight, a number of our call centre team members will not be able to take your calls," the telco said on Tuesday.

"This will mean longer wait times for customers calling or messaging us.

"Our teams in Australia and India are online, but will be prioritising calls from our customers in most urgent need of help including Medical Priority Assist and high risk enquires.

Telstra indicated last week that its retail stores and business centres "remain open", and its "Telstra 24x7 and My Telstra apps are up and running as usual".

Optus similarly said it had issues with lockdowns in the Philippines.

"New Philippines Government restrictions introduced have impacted the availability of our employees, so we have fewer staff available on customer care teams, " vice president of service Mark Bayliss said.

Bayliss said self-serve options, along with retail stores, could still be used for support.

"We are also resourcing othering other teams so we can ramp up support for your calls," he said.

Other responses

Communications Minister Paul Fletcher said telcos generally "are quickly responding to the evolving challenges of COVID-19 and have in place business continuity plans to continue to deliver vital telecommunications services."

He said that yesterday’s industry roundtable had also "agreed there is a requirement for protocols to guide interactions that technicians have with customers who are self-isolating, including guidance on personal protective equipment."

"The Government will engage with the telecommunications sector to provide clarity," Fletcher said.

Outside of customer support, both Telstra and Optus are offering additional one-off data boosts for users in April.

NBN Co is also under pressure from some parts of the industry to temporarily ease its pricing and increase bandwidth inclusions, though it is yet to say whether it will do so.

#contactcenterworld, @vodafonegroup

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


About Vodafone:
Company LogoEstablished in 1994 to operate in the Turkish mobile telecommunications sector, Vodafone Group became a mobile operator under the name Vodafone Telekomünikasyon A.Ş. on May 24, 2006. Now the second largest mobile operator in Turkey, Vodafone has 18,000,000 subscribers. As England's first GSM carrier, Vodafone made the first mobile phone call on Jan. 1 1985. Vodafone Group Plc is the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company's subsidiary undertakings.
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Today's Tip of the Day - Answering Customers’ Questions

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

Published: Wednesday, March 18, 2020

Printer Friendly Version Printer friendly version

2020 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.) 
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

3.) 
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:

4.) 
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

5.) 
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

6.) 
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

7.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

8.) 
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

9.) 
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

10.) 
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

11.) 
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

12.) 
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

13.) 
Tru29 Outsource Solutions Inc.

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

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