Robot 'agents' will staff call centre
3rd September 2009
Newcastle-based Artingence will work with the Wearside initiative which aims to inspire the growth of a global hub for software businesses in Sunderland. The University of Sunderland is involved in the development of some of the world’s foremost artificially-intelligent technology.
It also specializes in technology which is focused on the interaction between humans and computers and has lab facilities which will be used to improve Artingence’s plans for a call centre staffed by computers. Software City will also help Artingence find a suitable location for its first call centre which will see human staff manage teams of around a dozen ‘robot’ agents from one computer. The software agents will sound and respond like real people and can be customized with regional accents to suit their target customer. The technology is far more advanced than current automated call centre services such as those used by banks to take telephone payments It will create about 25 new jobs as it sets up a commercial division in the North East.
Agile set for £10m deal with Virgin Media
3rd September 2009
Agile is in negotiations with Virgin Media as it closes in on a 3-year, £10M deal which would see 60 new members of staff added to its workforce. The multimillion-pound deal means that Agile would provide technical support, via the telephone and on-site, to Virgin’s customers. It would provide support for what is known as customer premises equipment such as set-top boxes and internet-related products like modems and wireless hubs. It will create 60 new jobs through a new call centre at its Teesside headquarters as well as employing on-site technical experts.
John Lewis plans call centre in Manchester
3rd September 2009
John Lewis is to open an office in Manchester. The city centre has beaten Didsbury in the race for the 40,000 sq ft call centre. It is said to be choosing between Argent's new offices at 3 Piccadilly Place and Ask Developments' First Street. Two alternative office locations at the Towers Business Park in Didsbury are understood to have been ruled out.
nGenera CIM Powers Digital UK Contact Centre
3rd September 2009
Digital UK has ramped up customer service levels to support households across the UK by empowering its support centre with advanced email, phone and knowledgebase contact centre tools from nGenera CIM. The Digital UK contact centre, which is run by MGt, is ensuring consistent information is provided across all communication channels, benefiting first call resolution and providing rapid responses to all incoming enquiries.
