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TRAINING IN CONTACT CENTERS

News : Verizon Call Center Prepares to Close its Doors

#contactcenterworld, @VerizonWireless

Huntsville, AL, USA, July 27, 2018 -- After just over a decade at Research Park, Verizon's call center is getting ready to close it's doors.

The company announced back in February that they would be fulfilling the terms of their lease obligation and then would vacate the building.

Verizon opened the call center in Huntsville back in 2007.

Spokeswoman Carolyn Schamberger told WAAY 31 in an email that they are transitioning to a work-at-home style of business model instead of maintaining some of their brick and mortar stores.

Schamberger said about 660 employees will work at home.

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She added that those who can't work with that option, but want to remain at the company have options like finding another position in the company or relocating to a brick-and-mortar store.

Huntsville is just one of six such call centers that Verizon announced it will close. Others exist in Little Rock, AR; Mankato, MN; Albuquerque, NM; Hilliard, OH; and North Charleston, SC.

The Communication Workers of America represents 700,000 workers in the United States, Puerto Rico and Canada.

The CWA raised concerns about the closure back in March and said the move would eliminate 3,000 customer service jobs.

The union argues that "The new home-based jobs require workers to be able to work split shifts, weekends and holidays, have high-speed internet at home and an extra room with total quiet -- conditions that many working families cannot meet."

"If this is not a layoff, as Verizon Wireless claims, all workers at the six affected centers should get to keep their jobs. If workers don't qualify for home-based positions, Verizon should provide nearby office space and not force workers to relocate hundreds or thousands of miles away from their current jobs," said Dennis Trainor, CWA District 1 Vice President and chair of CWA's Wireless Workers United.

The change marks the second notable shift in jobs at the Huntsville site in the past two years. In 2016, 175 Verizon jobs in Huntsville were moved to Maryland as part of a broader company plan that involved closing five call centers.

#contactcenterworld, @VerizonWireless

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.waaytv.com


About Verizon:
Company LogoMeeting challenges of your extended enterprise: For enterprises and government agencies around the world, like yours, we are a provider of global IT, security, and communication solutions, with one of the world’s most connected IP networks. We combine our broad range of strategic solutions, services, and expertise to help some of the world's largest organizations - including 96% of the Fortune 1000 - and governments - meet the challenges of their increasingly extended enterprises.
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Today's Tip of the Day - Lifetime Of A Number

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

Published: Monday, July 30, 2018

Printer Friendly Version Printer friendly version

2020 Buyers Guide Speech Technology

 
1.) 
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

2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

4.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

5.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

6.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 
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