Intact Financial aims to strengthen supply chain with acquisition of On Side Restoration
Will enhance customer experience and deepen claims expertise TORONTO–Intact Financial Corporation and On Side Developments Ltd., the parent company of On Side Restoration are joining forces to strengthen repair and restoration services for personal and commercial property claims customers across Canada. With this acquisition IFC will deepen its claims expertise …
Financeit enters partnership with Carrier Canada
Exclusive partnership to provide integrated, end-to-end workforce solutions to Canadian consumers TORONTO–Canada’s leading point-of-sales platform, Financeit has just announced a new partnership with Carrier Enterprise Canada, the Canadian distributor of the global HVAC provider, Carrier. This partnership allows Carrier Enterprise Canada to offer Financeit’s comprehensive sales solution on one single …
Creating a high-value, digital-ready contact centre
By Rob Daleman Based on overall revenues and market size, the Canadian domestic contact centre market continues to face headwinds. IBISWorld recently reported that the Canadian telemarketing and contact centre industry shrank by -3.2% from 2014 to 2019 and it predicts additional declines through 20241. The continued slowdown in domestic …
Using RPA to manage contact infrastructure
By Kelly Koelliker The hybrid workforce is a growing reality in today’s contact centre. By handling repetitive and mundane tasks, robots accelerate productivity and make it possible for back-and front-office employees, like contact centre agents, to spend their time on more substantial projects. By 2021, Forrester Research estimates there will …
How adding call-backs works wonders
By Shai Berger Today’s consumers have very high expectations when it comes to customer service in general and contact centres in particular. Providing superior service is critical, especially since “60% of consumers say they’ll drop a brand (even one they love) after just a few sub-par experiences.”1 A surefire way …
Staples Canada unveils new concept store in the heart of Toronto
New Coworking space provides state-of-the-art technology, meeting and office accommodations and solutions for businesses Staples Canada, The Working and Learning Company, will launch its new concept store this week situated at 375 University Avenue, downtown Toronto. The new location offers a completely new inspirational experience for customers, featuring over a …
Four Seasons Expands Award-Winning Chat Service with the Addition of New Channels
Powered by Real People, Four Seasons Chat is now available on Nine Messaging Platforms, Including WhatsApp, and Delivering Response Times Averaging 90 Seconds or Less TORONTO–With chat apps trending and conversational commerce on the rise, Four Seasons Hotels and Resorts, the world’s leading luxury hospitality company, has once again expanded …
Star Telecom Signs Agreement to Offer Genesys Customer Experience Solutions
Agreement adds cloud and on-premises omnichannel contact center platforms to Star Telecom’s portfolio TORONTO–Star Telecom, Canada’s only telecommunications provider focused exclusively on contact centres, has signed a reseller agreement with Genesys, the global leader in omnichannel customer experience and contact centre solutions. The agreement enables Star Telecom to market, sell …
New speech technology allows apps to prevent fraud, safeguard privacy, improve customer experience
Voci Technologies, a leading speech analytics platform provider for enterprises, today launched a unique solution that empowers users to leverage voice biometric technology however they choose – from passive verification to active authentication. The solution, which features an open application programming interface (API) for custom development, stands apart by making …
Consumer advocates welcome action on external banking complaints system
Finance Minister Bill Morneau commented on first step to address external banking complaints system TORONTO–CARP, the Consumers Council of Canada and FAIR Canada welcome a measure in the Fall Economic Statement signalling the government heard consumer opposition to unfair banking dispute rules: banks should not be able to choose their …