Call Center News

Plantronics Voyager 510-USB Extends Benefits of Unified Communications to Oracle Workforce

SANTA CRUZ, CA - Plantronics, Inc. today announced that Oracle, the world's largest enterprise software company, selected the Plantronics Voyager(TM) 510-USB Bluetooth(R) headset system to optimize Voice over Internet Protocol (VoIP) communications and provide hands-free efficiency to its global workforce.

CSC to Open New Call Center in Prague, Czech Republic

El Segundo, CA - Computer Sciences Corporation today announced the opening of a new delivery center in Prague, Czech Republic, in response to client demand for near-shore service delivery alternatives. The center will provide a range of information technology (IT) services and be fully integrated as part of CSC's World Sourcing model.

The Central European center will offer greater physical access to European clients while still providing cost savings beyond traditional outsourcing models. Other benefits include similar culture and a variety of common languages. The Prague center will focus on applications development, help desk/call center support and "follow-the-sun" systems monitoring and maintenance. Other services will be available on an as-needed basis.

UCN First to Offer Real-Time Call Center Benchmark Analytics

Salt Lake City, Utah - UCN, Inc., the leading provider of all-in-one, off-premises contact center technology services, today announced inContact/PeerCompare(TM), a real-time performance benchmarking service to be provided in conjunction with BenchmarkPortal(TM). PeerCompare(TM) enables contact center managers to compare their center's performance against that of other call centers in similar industries.

This unique service will enable participating inContact call centers to have their ACD (automated contact distribution) performance metrics automatically uploaded to the BenchmarkPortal database of best practice indicators. Submitted data is compared to other call centers in the same industry, then a gap analysis table is presented within the inContact real-time reporting tool. All individual data is kept in strict confidence by BenchmarkPortal.

Dell to Expand Ottawa Call Center, Add 1,200 Jobs

Ottawa, Canada - Dell Canada Inc. will double the size of its Ottawa call center operations next year and partner with Algonquin College to provide technology training to employees at the site. Speaking before a crowd of about 200 Algonquin students, company founder and chairman Michael Dell announced the two initiatives, while praising the technology talent available in Ottawa.

"The remarkable growth of this customer contact centre is made possible by the depth of talent we found in the Ottawa workforce," he said. He said the call center which is on Solandt Road in Kanata, will hire an additional 1,200 employees. Another three-story facility will be built beside the existing structure, providing the call center with an additional 148,222 square feet of space.

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Hanaro T&I to Utilize IBM's Jeonju City, Korea Call Center

Seoul, Korea - IBM announced today that it has entered into a Business Transformation Outsourcing (BTO) contract with Hanaro T&I Inc. to transform and manage its call center operations, streamlining Hanaro T&I's business operations and improving customer service. The service will be delivered out of IBM's first BTO delivery center in Jeonju City, Korea, which was jointly opened today by representatives from IBM Korea, Jeonju City, Jeonju Kijeon College and Hanaro Telecom. Hanaro T&I is the first customer in IBM Korea's newly opened BTO delivery center in Jeonju City, which will provide advanced call center services. The center will be expanded over time to provide support to other Korean companies to meet the growing demand for process outsourcing and transformation in Korea.

Intuit to Open 150 Seat Call Center in Orlando, FL

Orlando, FL - The company that produces Turbo Tax, Quicken and other consumer and business software is opening a customer-support center in Central Florida Research Park, with plans to hire 150 people by the end of the year. Intuit Inc. plans initially to hire mostly graduate and undergraduate students from the nearby University of Central Florida, said Mike Runda, the company's Orlando-based vice president of global technical support services.

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General Santos City Philippines to Open First Call Center in 2007

Mindanao, Philippines - A Southwestern Mindanao based call center company is planning to open General Santos City's first-ever call center by next year in a bid to provide work opportunities for the growing local pool of qualified call center agents. Joji Ilagan-Bian, chair of Davao City-based call center SixEleven Global Services, said the company has prioritized the immediate expansion of its call center operations in the GenSan city. Southwestern Mindanao covers the provinces of South Cotabato, Sarangani, Sultan Kudarat, Cotabato and the cities of General Santos, Koronadal, Cotabato, Kidpawan and Tacurong.

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Plantronics Announces SupraPlus CS355N Wireless 2.4GHz Call Center Headset System

On October 1 2006, Plantronics released the SupraPlus CS355N Wireless 2.4GHz Professional Headset System, a wireless headset system developed for use in office and contact centers. Based on Plantronics leading SupraPlus corded headset, the new SupraPlus Wireless System is aligned particularly the needs of contact center supervisors, IT helpdesk professionals, and other users that spend considerable time on the phone.

The SupraPlus Wireless System allows these users to "cut the cord" on existing headsets to provide greater flexibility during their workday. The SupraPlus Wireless provides up to 12 hours of talk time and provides best-in-class audio quality and digital security as a headset. With these features SupraPlus Wireless allows various working styles.

more info at the Plantronics web site

Bank of America Opens 50,000 Square Foot Call Center Facility in Wichita, Kansas

WICHITA, KANSAS - Bank of America is turning to the heartland to deal with a flood of new customers. The Charlotte-based bank has expanded its call center in Wichita, Kansas. The original call center in Wichita opened in 1997 and employed 285 people. Another 60 jobs will be added as the center opens in a new, 50-thousand-square-foot facility.

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Dayton Ohio Call Center to Hire 140 More Workers

Dayton OHIO, -- InfoCision Management Corp., which announced in September it would add 50 workers to its call center in Riverside, has plans to hire an additional 140 workers by the end of the year. The center decided in the past few weeks to tack on an additional 20,000 square feet to the 6,000-square-foot expansion that already was underway to create more room for the extra workers, said Misty Sayre-Ray, call center manager.

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