Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

News : MCI Canada to Operate Former ServiCom Call Centre as The Sydney Call Centre Inc.

#contactcenterworld

Sydney, NS, Canada, Dec, 2018 -- A U.S. bankruptcy court has accepted an offer to sell the ServiCom Canada call centre in Sydney to Iowa-based Marlowe Companies Inc. (MCI) following a bidding war involving three American investors.

The decision came down in a New Haven, Conn. courtroom late Tuesday afternoon after a hearing lasting nearly three hours.

The deal must be finalized by Friday, according to Business Minister Geoff MacLellan.

"They will have to take some time (Wednesday) morning to officially conclude the process," MacLellan said moments after the decision came down.

He said the move was "encouraging" with a new owner ready to step in after the sudden closure of the call centre two weeks ago.

"During the court process (Tuesday) our solicitors brought forward a requirement that was put in writing for all three bidders that this call centre would remain intact in Sydney.

"We were guarding against breaking up the call centre and moving it elsewhere. The fact all three bidders committed to that in writing was a testament to the value of the workforce that we have in Cape Breton."

The ServiCom call centre, located at the Sydney Shopping Centre, will now be called The Sydney Call Centre Inc. It has already set up a domain name.

ServiCom’s parent company, New Jersey-based JNET Communications LLC, filed for Chapter 11 bankruptcy protection on Oct. 19. It ceased all operations at its call centres in Sydney and Machesney Park, Ill., on Dec. 6.

The new company will not take any responsibility for ServiCom’s liabilities including back wages owed to the more than 500 employees. Some staff members have three to four weeks of pay owing to them.

MCI Canada plans to enter into a nine-year lease in order to run the shuttered facility.

"We are aware of the debt structure and asset-light nature of JNET, ServiCom, and ServiCom Canada businesses and are disappointed that no reasonable level of consideration to the bankruptcy estate will ever make its way to the displaced ServiCom workers," MCI CEO Anthony Marlowe said in a release issued Tuesday.

"We will do as much as possible to assist the workers impacted and have decided to provide an employment offer to ServiCom workers that will include sign-on and retention bonuses. We hope that this will help lessen some of the financial impacts of the closing."

Former ServiCom Canada site director Todd Riley will be meeting with Marlowe when the Iowa businessman touches down in Sydney late Wednesday. A meeting with all employees to give them an opportunity to speak with their new boss is being scheduled for Thursday.

Riley said he will be reaching out to ServiCom’s former clients, particularly Sirius XM, which transferred some work to the Concentrix-operated Convergys call centre in Glace Bay following ServiCom’s closure.

"It was just a really smart move by (Sirius XM) to ensure there was gainful employment for some of our agents and supervisors that may have needed some work during this time," he said.

"We are working with (Sirius XM) and Concentrix to ensure a smooth transition (back to the Sydney call centre)."

It’s Riley’s understanding that all employees laid off on Dec. 6 will be rehired by Marlowe’s company.

An opportunity to keep ServiCom open during the sales process fell through on Dec. 5 between MCI Canada and Coral Capital Solutions, which regularly purchased ServiCom’s accounts receivables to allow the necessary cash flow to meet the call centre’s payroll obligations.

Coral Capital was unwilling to release money to ServiCom through its reserve fund because it still had receivables to collect from ServiCom’s contracts.

It resulted in the immediate closure of the two call centres the next day.

Marlowe, 39, based in Iowa City, is the founder of MCI, which is a holding company for the call centre and digital technology businesses he operates – Mass Markets, Gravis Apps and OnBrand24.

He said the MCI leadership team has been "inspired" by how the general public and government agencies in Cape Breton have rallied around the laid off workers.

"We are launching MCI Canada, The Sydney Call Centre, because of the amazing community, high aptitude workers, outstanding regional officials and committed clientele," he said.

MCI Canada, a wholly owned subsidiary of Mass Markets, will operate The Sydney Call Centre, Inc. as a subsidiary of MCI’s North American tech-enabled contact centre business.

Marlowe said he hopes to reopen the call centre by Jan. 2 or "as soon as possible after that," at which point it’ll begin operation with "inbound and outbound customer service, technical support, and inside telesales programs," according to the release.

Mass Markets currently operates four call centre facilities out of Iowa and South Dakota. MCI is headquartered in Iowa City and has operations in Iowa, Georgia, Florida, Massachusetts, New Hampshire and South Dakota.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.thechronicleherald.ca


About Sydney Call Centre Inc.:
Operated by MCI Canada, a wholly owned subsidiary of call centre company Mass Markets based in Iowa.Taking over business from ServiCom Canada Ltd., which filed for Chapter 11 bankruptcy protection in the U.S. on Oct. 19 and ceased all operations on Dec. 6.MCI CEO Anthony Marlowe planning to reopen call centre as early as Jan. 2.New operator will not take on any liabilities, including back wages owed to employees, from ServiCom but will offer sign-on and retention bonuses
Company RSS Feed   Company Profile Page

About MCI:
Company LogoThe biggest Mobile communication company of Iran with about 60 Million clients.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Play Your Agents Their Calls

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

Published: Wednesday, December 26, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

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.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

6.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

7.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
 

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =