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Industry Research : CityLink and Allianz Big Losers When It Comes to Customer Experience

#contactcenterworld, @CMcom_

Bus company CityLink and insurer Allianz were among the biggest losers as they took a hit to their "customer experience" score in a survey of Irish brands.

CityLink fell the most compared to the previous year’s survey, dropping 79 places to 85th, while Allianz dropped 75 places to come in 132nd in the survey commissioned by the CX Company.

And while they suffered significant drops, they weren’t the worst performers. Energia came in last place followed by KBC, Virgin Media, Prepay Power and AIG for their customer experience.

"The reality is that less than 10 per cent of the 160 brands surveyed this year improved their customer experience score. This contrasts with the situation in the UK where the figures are improving," said Michael Killeen, chairman of the CX Company.

For the fifth year in a row the Irish Credit Union took the top spot, followed by Laya Healthcare and Phonewatch. The biggest upward movers were FBD Insurance, up 85 places to 25th, Harvey Norman, which rose 70 spots to 65th, and Peter Mark, up 65 places to come in seventh.

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Aside from the Irish Credit Union, only Boots and An Post have remained in the top 10 over the past five years.

"Many Irish companies, particularly those in the financial sector, could learn a lot from the credit unions, especially their member or customer-centric approach," Mr Killeen said, adding that the Credit Union is the only representative from the financial sector in the top 100.

In terms of individual sectors, the retail and supermarket sector was the strongest performing. The insurance and restaurants sectors have also improved, although food delivery company Deliveroo was the biggest casualty in the sector, falling 50 places.
Bus companies

In the travel sector, route changes and fare increases contributed to the decline of a number of brands, especially bus companies. Aside from CityLink, Aircoach dipped 30 places while Dublin Bus fell 25 places. That fall puts Dublin Bus, alongside Ryanair, outside of the top 150 brands. Aer Lingus, meanwhile remains inside the top 50.

The utilities sector was another laggard, with Electric Ireland, Bord Gáis Energy and Energia all falling between 39 and 55 places. Eir’s "dire customer service" has seen it drop out of the top 150.

"In the first three years of our survey we saw positive results, but we have regressed over the past two years, and many companies need to rediscover their customer experience mojo, particularly as customer expectations continue to rise," said Cathy Summers, one of the report’s authors.

The research was carried out by Amarách Research among a sample of 2,500 consumers.

#contactcenterworld, @CMcom_

Posted by Veronica Silva Cusi, news correspondent

Company LogoCM itself is a communication and payment platform used by digital native companies but also by companies undergoing a digital transformation. We provide them with smart messaging and payments solutions in combination with innovative voice and access services. We provides these services via plugin's, API's and web app's, all dependent on your preference. I can help your company with: - Messaging solutions to notify and/or interact with your users/clients - Enable various payments methods including seamless payments and other innovations including QR - Online signing solutions - Various access and verification solutions like OTP, IBAN verification, Mobile number verifier , iDin, Itsme - VOIP solutions for your App, callcenter or own PBX/reseller system including number portal and management tooling.
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Today's Tip of the Day - Customers Wary Of Fraud Calls

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

Published: Wednesday, October 16, 2019

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2021 Buyers Guide Recording


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.

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.


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.

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.


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

Nuxiba Technologies

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!


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.

PCS Software

Call recording solution fully integrate to all main pbx solutions.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

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