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News : UK Distie Ups UC Play with Melbourne’s Vantage Systems Buy

#contactcenterworld

Melbourne, Australia, Feb, 2020 --UK-based audio visual (AV) distributor Midwich has acquired the trade and assets associated with the services business of local managed services provider (MSP) Vantage Systems in a bid to bolster its unified collaboration offering.

Headquartered in Melbourne, Vantage Systems provides managed services that specialises in unified communications (UC) and unified collaboration systems. 

Following the acquisition, the local business will report into Michael Broadbent, managing director of the Midwich Group’s Australian organisation, Midwich Australia.

Previous Vantage CEO and shareholder Mark Buckley, meanwhile, will remain with the business as its managing director and will help lead the growth of Midwich Group’s UC offering across the APAC region.

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"The Vantage team [is] excited to join the Midwich Group to help capture the next phase of leadership and growth, while driving continued innovation in the UC and AV markets," Buckley said. "This marks a huge milestone in Vantage’s history and will help fuel our progression in delivering cloud and managed services as we look to expand into new markets and continue our growth trajectory."

For Broadbent, the deal sees Vantage Systems play a part in its ongoing efforts to develop its product and technology portfolio in ways that "answer the changing requirements of the market".

"Through the acquisition of Vantage Systems, Midwich can address the demand for unified collaboration, which requires an immediacy and continuation of service to ensure true global interaction and a positive user experience," Broadbent said. "Part of the acquisition process will see the consolidation of the Midwich MiSupport enhanced warranty after care service with the vCare Maintenance program.

"This will bring a world-class follow-the-sun model to our customer support, offering faster resolution times but more significantly, it will fully maximise our availability by bringing our customers the benefit of a true global presence," he added.

#contactcenterworld

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


Today's Tip of the Day - Check Your Automated Attendant Regularly

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

Published: Monday, March 2, 2020

Printer Friendly Version Printer friendly version

2022 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.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
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)

5.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

6.) 
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.

7.) 
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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