Call center news

• Enterprise-Grade End-to-End Encryption Coming to Lifesize Users

  05-06-2020 16:43 via tmcnet.com
  
  This week, Lifesize announced free and paid subscription customers will enjoy secure video collaboration via Enterprise Grade end-to-end encryption (E2EE) - a self-proclaimed first for cloud video conferencing and cloud-connecting meeting room devices.
  
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• Teleinfo Media Call Centers Now Cloud-based

  04-06-2020 11:55 via tmcnet.com
  
  Teleinfo Media (TMC), a contact center service provider based in Thailand, has announced its call centers have moved to the cloud. The new cloud-based Tikal Call Center is a push to ensure businesses can maintain quality customer care - regardless of where their agents are located.
  
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• Zylpha's Pay As You Bundle Promotion Responds to Court Demand for eBundles

  03-06-2020 12:18 via realwire.com
  
  Zylpha (www.zylpha.com) has announced an introductory offer for its market-leading online Pay As You Go document bundling system. Under the terms of the deal, each new firm that signs up for the Zylpha bundling platform gets the first 5 online bundles free of charge. The usual price of these bundles is £250. Thereafter, any bundles constructed are charged for only as and when the practice uses them. The move is expected to prove popular with...Source: RealWire
  
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• Allegheny County 911 Call Center Staff and Union At Odds with Management Over COVID Protections

  29-05-2020 18:12 via tmcnet.com
  
  The Pittsburgh Post-Gazette is reporting this week that the union representing emergency dispatch call center personnel is formally accusing Allegheny County call center management of doing too little to protect 911 call center workers.
  
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• Optus Launches Webex Contact Center in Australia

  29-05-2020 15:38 via tmcnet.com
  
  Telecommunications company Optus, a wholly-owned subsidiary of Singaporean company Singtel, has announced the launch of a new Webex Contact Center offering for its business customers in Australia. This latest offering will make cloud contact center solutions available to those in the region for the first time.
  
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• Allard Bailey Chooses Zylpha Pay As You Bundle Software To Boost Flexibility

  26-05-2020 13:02 via realwire.com
  
  Boutique London practice, Allard Bailey Family Law, has chosen online Pay-As-You-Go bundling software from Zylpha (www.zylpha.com). The new software frees staff from days spent preparing document bundles at photocopiers and allows them to work efficiently from home where appropriate. Based in Holborn, in the heart of London’s legal district and close to the Central Family Court, Allard Bailey uses modern technology to deliver a truly flexible service that meets the needs of clients whilst
  
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• DWD Expands Call Center Hiring and Staffing to Assist Unemployed Wisconsinites

  22-05-2020 12:14 via tmcnet.com
  
  In more news of local governments ramping up efforts to assist the growing rate of unemployed citizens in their communications, The Department of Workforce Development (DWD) in Wisconsin, has announced new contracts with outside vendors that will aid the department's unemployment call centers with assisting more claimants and doing it with greater speed.
  
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• ISG Plans Study to Examine How Call Centers Are Coping Through COVID-19 Pandemic

  20-05-2020 17:43 via tmcnet.com
  
  While call centers have been limited in the scope of their operations due to shelter-in-place rules assigned by various state and international governments, the demands for customer support have gone up, which has led companies to change their operations procedures, particularly in call center scheduling and workforce management, very rapidly.
  
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• ADLV Urges Fleets to Maintain Online Driver Checking as Lockdown Eases

  19-05-2020 13:02 via realwire.com
  
  The ADLV (the Association for Driver Licence Verification) www.ADLV.co.uk is urging fleets to maintain frequent online checking of driving licences as the UK lockdown eases. With rapidly expanded delivery fleets on one hand and a sudden increase in returning car drivers and volunteers on the other, the number of licence checks required has grown markedly. However, says the Association, it is important that pre-virus standards are maintained to avoid future road safety, compliance and regulatory.
  
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• Zylpha Appoints Ryan Thomas as Senior .Net Developer for Bundling Software

  19-05-2020 11:00 via realwire.com
  
  Leading legal software innovator Zylpha (www.zylpha.com) has appointed Ryan Thomas as its Senior .Net developer. Ryan joins from information services company Open GI where has was a senior software developer, working on predominantly insurance client websites. In his new role, he will spearhead the company’s significant investment in .Net technology as it expands its groundbreaking range of legal technology products. In his new role, Ryan will be working on the company’s electronic d
  
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• Unemployment Benefit Wait Times Prompt New Call Center Hiring

  15-05-2020 14:19 via tmcnet.com
  
  In the wake of COVID-19,, many businesses have been forced to close their doors, and people filing for unemployment benefits has grown exponentially. While states are working quickly to file claims and get benefits out to workers, there are still thousands waiting.
  
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• CX Infinity Introduces 360 Degree View

  12-05-2020 19:39 via tmcnet.com
  
  NovelVox announced the arrival of CX Infinity, a 360 degree solution designed for Cisco Contact Centers that offers agent a seamless shift between channels to support more personalized, contextual interactions.
  
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• Leading Jersey Legal Practice Drives Document Innovation Through Zylpha

  12-05-2020 12:40 via realwire.com
  
  Respected Jersey based specialist family law practice Claire Davies, Advocate has chosen electronic document bundling software from leading legal software innovator Zylpha (www.zylpha.com). The move has proved extremely timely as the island’s Royal Court (Family division) is now actively encouraging the use of electronic legal document bundles for all hearings. Ideally suited to the Court’s demands, Zylpha is winning many friends and gaining huge interest amongst other local practice
  
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• ‘Gig’ customer service booming during Covid-19, says report

  12-05-2020 11:00 via realwire.com
  
  Two thirds of gig customer service experts are picking up extra tasks due to COVID-19. 1 in 3 ‘gig on the side’ to supplement full-time work. 7/10 surveyed were university educated; 85% speak more than one language. London, UK; San Francisco, USA. 12th May 2020: Two thirds of people signed up on ‘gig’ customer service (GigCX) platforms are seeing an increase in demand for customer service tasks since the COVID-19 pandemic began, according to The...Source: RealWire
  
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• ASC Recording Insights Offers Compliance Recording & Analytics for Microsoft Teams

  11-05-2020 10:45 via realwire.com
  
  Seamless & fast customer onboarding Cognitive Services provide comprehensive analytics for the entire communication WealthVest uses the native app to fulfill compliance requirements Hösbach, May 11, 2020 – Microsoft has announced its partners’ compliance recording solutions for Microsoft Teams. With ASC Recording Insights, ASC offers a native app that records and archives the entire compliance-relevant internal and external communications in Microsoft Teams. Cognitive Servic
  
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• Altitude Software & Interactive Powers Put WebRTC in Contact Center

  08-05-2020 21:05 via tmcnet.com
  
  Altitude Software and Interactive Powers announced a joint contact center solution that enables easy integration of video capabilities.
  
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• Corporate Travel Group Redeploys Remote Call Center Agents for COVID-19 Advice

  07-05-2020 16:33 via tmcnet.com
  
  Some travel companies are making the most of the assets they have: employees skilled in remote call center support. Travel Leaders Corporate, a corporate travel management company, recently announced that it's redeploying its experienced corporate travel advisors to help New York State residents by scheduling COVID-19 testing in New York.
  
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• Servion Announces New Cisco Certifications to Strengthen Position in Canada

  01-05-2020 16:52 via tmcnet.com
  
  In a move that supports its vision of helping more enterprises in Canada obtain cloud contact center and collaboration solutions, Servion Global Solutions (Servion) has announced it completed a number of Cisco certifications required to sell, install and manage Cisco Contact Center and Collaboration solutions in the region.
  
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• Poison Control Call Centers Experience High Call Volume After Trump's Disinfectant Comments

  01-05-2020 15:59 via tmcnet.com
  
  Poison control call centers throughout the country reported higher call volume in the days following President Trump's comments about the possibility of injecting disinfectants to fight the COVID-19 virus.
  
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• ASC receives highest Security Certification for Information Technology from the U.S. Department of Defense

  28-04-2020 12:04 via realwire.com
  
  ASC neo Recording has been JITC-certified Hösbach, April 28, 2020 – ASC Technologies AG announces that “ASC neo Recording” has been approved and certified by the Joint Interoperability Test Command (JITC). The integrated recording software thus complies with the strict security requirements of the United States Department of Defense (DoD) for information technology for military use. ASC neo Recording captures, saves, and archives all communication across all channels (fixe
  
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• Zylpha Appoints Chief Support Analyst For Its Bundling Platform

  28-04-2020 11:00 via realwire.com
  
  Leading UK technology innovator Zylpha Ltd (www.zylpha.com) has appointed Greg Williams as Chief Support Analyst for its electronic bundling platform, including its recently launched ‘Pay-As-You-Go’ software. The move reflects considerable growth in demand for the online range which significantly boosts bundling efficiency without having to be in the office. Williams brings with him considerable experience of commercial retail and sports finance operations where he held several key p
  
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• TCN Launches List Management Services

  24-04-2020 18:24 via tmcnet.com
  
  TCN announced the newest addition to its cloud contact center arsenal, List Management Services. The TCN LMS offering enables smoother data integration, optimized lists, omnichannel visibility and reduced chance of errors.
  
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• Valuable Call Center Tools Available to Support Remote Work and Scheduling During COVID-19

  17-04-2020 15:18 via tmcnet.com
  
  A number of tools designed to facilitate remote work and streamline scheduling and collaboration are available to call centers as they struggle with the ramifications of COVID-19.
  
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• Embracing the Remote Agent Model During the COVID-19 Crisis

  15-04-2020 18:23 via tmcnet.com
  
  While the long-term effects of the COVID-19 pandemic may not be seen for years, there is evidence that it will change the workplace forever. Remote working, once a luxury, is becoming the new norm for employers and employees. Across the world, companies are having to conduct bold experiments in remote working in order to keep productivity up and jobs as well as profits intact. While the experiment is unfolding a little faster than most companies are comfortable with, we've reached a "necessity i
  
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• Zylpha Launches First Visualfiles Integration For Government’s Electronic Mortgage Deed Service

  15-04-2020 11:27 via realwire.com
  
  Leading technology innovator Zylpha (www.zylpha.com) has launched an integration between HM Land Registry’s electronic mortgage deed service and LexisNexis Visualfiles. The first integration of its kind, the new system allows Visualfiles case management users to access and utilise the government’s electronic signature facilities whilst working within Visualfiles. As deeds are completed, they can be quickly and easily sent by secure email, signed, returned and stored. This greatly sim
  
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• Verint Boosts Visibility, Productivity with WFH Programs

  14-04-2020 17:59 via tmcnet.com
  
  Verint announced several programs to support best practice in the work-from-home shift for organizations around the world.
  
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• Remote Agents Key to Bank Call Center Success During Coronavirus

  09-04-2020 16:21 via tmcnet.com
  
  Banks with clear and concise remote work policies have been able to successfully deal with an unprecedented spike in call center volume during the coronavirus pandemic.
  
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• NICE Notes Extreme Rise in EEM Usage

  06-04-2020 15:55 via tmcnet.com
  
  NICE announced that since the start of the coronavirus pandemic, the NICE Employee Engagement Manager (EEM) solution is seeing a massive uptick in usage of its self-service toolbox for contact center agents.
  
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• ASC Founds Subsidiary in Spain

  03-04-2020 13:19 via realwire.com
  
  New Branch is Part of the Company’s Internationalization Strategy Hösbach, April 03, 2020 – ASC Technologies AG has founded the new subsidiary ASC Ibérica Cloud Solutions S.L. On 1st April 2020, the leading software and cloud provider in the field of compliance recording, quality management and analytics expands its international presence with its own representation in Spain. Its purpose is to promote sales of products, solutions, and services on a global basis as well as
  
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• Indio, California Chamber of Commerce Expands Call Center to Address COVID-19 Concerns

  03-04-2020 09:07 via tmcnet.com
  
  In Indio, California, the local Chamber of Commerce recently extended its operational scope to assist local residents and businesses with general questions during the current state of emergency. The bilingual English and Spanish-language call center, which began its expanded operation on Monday, March 30th, ramped up its ability to direct callersto the agencies and community support services they require based on individual need.
  
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• Replicant Brings AI to Call Centers During COVID-19

  02-04-2020 17:36 via tmcnet.com
  
  Replicant.ia, a provider of artificial intelligence-enabled voice technologies has answered the call with the release of its AI Voice Responder that company officials say will offer benefit for call centers under pressure to maintain quality customer relationships.
  
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• Bright Pattern Backs Call Centers with Virtual Capabilities During COVID-19 Pandemic

  27-03-2020 17:27 via tmcnet.com
  
  Bright Pattern, a provider of cloud omnichannel contact center software, has announced it is providing special virtual contact center capability for companies who are impacted by the virus.
  
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• COVID-19 Closes Second Verizon Contact Center

  24-03-2020 13:47 via tmcnet.com
  
  A week ago, Verizon suspended operations at its Elgin, South Carolina contact center, this week the Wilmington, North Carolina closed its doors after another Verizon employee tested positive for COVID-19.
  
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• Tips for Improving Call Center Performance

  20-03-2020 15:01 via tmcnet.com
  
  Evidence from the business world tell us that a call center's effectiveness is dependent on the productivity of its agents. In other words, it's not enough to simply have a call center, you need to ensure that agents are working to a high standard of efficiency. Improving efficiency, however, isn't something that can be done at the flip of a switch. It's reliant on a combination of technology and management skills.
  
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• COVID-19 Underscores Need to Prioritize Agent Well-being

  20-03-2020 13:57 via tmcnet.com
  
  Avoiding the crowd is taking on a whole new meaning today, courtesy of COVID-19. The contact center is faced with myriad challenges, but agent well-being should never be put in question.
  
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• Companies Experience Blockades in Shifting to Home Workforce

  19-03-2020 15:53 via tmcnet.com
  
  With a national state of emergency and some parts of the country under "shelter in place" orders due to the COVID-19 pandemic, the American workforce is facing a crisis unlike anything since World War 2. While many non-essential businesses are shuttering to ride out the storm, critical industries and functions need to carry on. Many companies have chosen to implement remote working scenarios to keep financial operations, customer care, shipping and retail and healthcare services.
  
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• Semafone bolsters security across its product line with new PCI DSS certification for Cardprotect Relay+

  19-03-2020 10:00 via realwire.com
  Semafone extends PCI DSS certification geographically and across product lines to provide customers and partners the highest levels of security in omnichannel payments BOSTON and GUILDFORD, UK – March 19, 2020 – Semafone®, the leading provider of data security and compliance solutions for call and contact centres, has achieved global certification under the Payment Card Industry Data Security Standard (PCI DSS) for its omnichannel digital payments solution, Cardprotect Relay+. Th
  
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• Call Center Scheduling Programs Can Ease the Burden for Managers

  13-03-2020 16:58 via tmcnet.com
  
  Creating an efficient call center schedule is not an easy task, but thankfully there are plenty of tools and tips to help ease the burden. Call center scheduling programs may be used to simplify the process and ensure agents are turning in their best and most productive performances.
  
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• South Korean Call Center Hit Hard By Coronavirus

  13-03-2020 12:08 via tmcnet.com
  
  A spike in call volume can certainly be expected in a time of crisis, and many would expect that to be the primary impact. A South Korean call center is having a much different experience, as of March 11, 2020 a Seoul call center reports 93 employees and family members have contracted COVID-19 - with that number to grow as testing progresses.
  
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• HomeToGo Chooses Talkdesk to Boost Salesforce and Customer Experiences

  11-03-2020 17:10 via tmcnet.com
  
  HomeToGo, an independent vacation rental search engine, matches customers with vacation apartments and homes that meet their needs by comparing millions of accommodation listings. In late 2018, it announced raising more $150 million in funding and has been acquiring competitors. As the company quickly grows, it realized a need to improve its contact center capabilities.
  
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• How to Use Voice of the Customer Tools to Improve Messaging

  06-03-2020 13:16 via tmcnet.com
  
  With Voice of the Customer (VoC) processes it's possible to capture what customers are saying and then turn that information into actionable tasks that make a brand more relevant and likeable.
  
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• Call Center Messaging Technologies Vital During Coronavirus Crisis

  05-03-2020 13:59 via tmcnet.com
  
  Call center schedules should be able to handle fluctuations and increases in call volume due to disasters and emergencies. But managers can also employ technology tools like messaging and automation to deal with large volumes of panicked callers, particularly during emergencies like the coronavirus crisis.
  
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• Colin Paterson Appointed As ADLV Secretary & Head of Marketing

  03-03-2020 12:20 via realwire.com
  
  Colin Paterson has been appointed as Association Secretary & Head of Marketing at the Association For Driving Licence Verification (www.adlv.co.uk). A well known industry figure, Colin who is also Head of Marketing at DriveTech UK, part of the AA, has held a series of senior marketing and communications roles in the automotive arena including: Tracker, Vodafone Automotive and the Institute of Advanced Motorists. As Secretary of the ADLV Colin will play a central role in...Source: RealWire
  
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• Five9 to Acquire Workforce Optimization Company Virtual Observer

  02-03-2020 08:00 via tmcnet.com
  
  Five9, a company that provides intelligent cloud contact center solutions, will acquire workforce optimization company (WFO) Virtual Observer. The merger will enable Five9 to add integrated WFO capabilities to its portfolio.
  
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• Verint Experience Index Urges Importance of Exceptional Digital Presence for Retailers

  28-02-2020 14:37 via tmcnet.com
  
  This week, the Verint Experience Index: Retail was unveiled. The report takes a deep dive in customer satisfaction rankings of 25 prominent retailers, including NPS score as well as data and key trends impacting the omnichannel retail environment from the responses of over 6,000 shoppers.
  
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• Several States Enacting Call Center Relocation Laws and Fines

  25-02-2020 16:50 via tmcnet.com
  
  A number of U.S. states have introduced legislation or passed laws to stop the steady flow of call center relocations to other states and countries. The legislation is designed to slow the number of relocations and fine businesses that fail to provide appropriate notice and keep their domestic call centers sufficiently staffed.
  
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• Verint Named Intelligent Virtual Assistant Leader

  21-02-2020 13:06 via tmcnet.com
  
  Virtual assistants are taking over as the most popular mode of communication for businesses to schedule appointments, answer routine questions and more.
  
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• Corie Robinson Joins Zylpha From LexisNexis

  19-02-2020 11:49 via realwire.com
  
  Corie Robinson has joined Zylpha (www.zylpha.com) as Senior Business Development Manager. He joins from LexisNexis, where for over 9 years as Key Account Manager, he held sole responsibility for Public Sector, Central and Local Government clients. In his new role, Corie will spearhead Zylpha’s exceptionally strong Business Development programme across both government and non-governmental sectors. This will include liaison with system integrators and developing relationships with key legal
  
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• New ASC Whitepaper: New Work in Financial Services

  07-02-2020 11:04 via realwire.com
  
  How to successfully implement collaboration and compliance in the financial industry Hösbach, February 7, 2020 – Team spirit, leeway, temporal, spatial, and organizational flexibility: New Work is the evolution towards a new working environment. And of course, this has left a mark in the financial services industry as well. Especially in this environment, compliance with a large number of regulatory requirements is a must. This calls for a solution that enables networked working and c
  
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• Zylpha’s Pay As You Go Bundle Software Drives Innovation At JWP Solicitors

  04-02-2020 11:30 via realwire.com
  
  JWP Solicitors has chosen digital Pay-As-You-Go document bundling software from Zylpha (www.zylpha.com). The innovative software will be used in conjunction with the practice’s existing LEAP case management system. By using Zylpha, the time taken to produce bundles will be significantly reduced, enabling more time to be spent with clients. Shortlisted in the 2019 Yorkshire Legal Awards, JWP Solicitors has offices in Leeds, Wakefield, Pontefract and most recently Batley. All the practice&rs
  
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