Latest news with #contactcenter
Yahoo
3 days ago
- Business
- Yahoo
TransPerfect Opens New Contact Center in the Philippines
NEW YORK and MANILA, Philippines, July 22, 2025 (GLOBE NEWSWIRE) -- TransPerfect, the world's largest provider of language and AI solutions for global business, today announced the opening of a contact center in Manila, marking the company's first entry into the Philippines and further strengthening its global service network. This new center of excellence will serve a wide range of industries, including finance, healthcare, legal, insurance, telecommunications, and technology. Equipped with modern, secure infrastructure, the facility is designed to support high-volume operations while fostering team member productivity and performance. With the addition of Manila, TransPerfect expands its global presence into Asia—joining locations in the US, Dominican Republic, Costa Rica, and France—to deliver around-the-clock support across time zones. 'Manila offers a dynamic and talented workforce with deep expertise in customer service,' said Steve Cheeseman, Vice President, TransPerfect Connect. 'This launch reflects our commitment to growing where our clients need us most and providing high-quality, human-centered support at scale.' TransPerfect President and Co-CEO Phil Shawe remarked, 'We are pleased to open in the Philippines and expand our contact center operations in Asia.' TransPerfect expects to hire more than 500 professionals in Manila over the next 12 months, with opportunities in customer service, technical support, live interpretation, and many back-office positions. The company offers competitive pay, comprehensive benefits, and a career development program tailored for long-term growth. For more information or to explore open roles, visit The Manila contact center is located at:17th Floor, Jollibee TowerEmerald Avenue, Ortigas CenterPasig City 1605PhilippinesEmail: info@ About TransPerfect ConnectTransPerfect Connect is a leading provider of global call center services, business process outsourcing (BPO), and remote interpreting solutions, including over-the-phone interpretation (OPI), video remote interpretation, and multilingual email and chat support. With services in over 200 languages and industry-specialized interpreters screened for subject expertise, TransPerfect Connect enables businesses to bridge communication gaps in seconds. TransPerfect Connect is a division of TransPerfect, the world's leading provider of language and AI solutions for global business. For more information, please visit About TransPerfectTransPerfect is the world's largest provider of language and AI solutions for global business. From offices in over 140 cities on six continents, TransPerfect offers a full range of services in 200+ languages to clients worldwide. More than 6,000 global organizations employ TransPerfect's GlobalLink® technology to simplify the management of multilingual content. With an unparalleled commitment to quality and client service, TransPerfect is fully ISO 9001 and ISO 17100 certified. TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong. For more information, please visit our website at Contact: Ryan Simper +1 212.689.5555mediainquiry@
Yahoo
3 days ago
- Business
- Yahoo
TCN Unveils How AI-Powered Solutions Redefine Contact Center Efficiency
ST. GEORGE, Utah, July 22, 2025 /PRNewswire/ -- TCN, a leading provider of cloud-based contact center solutions, today announced its comprehensive strategy and enhanced product suite leveraging artificial intelligence (AI) to empower contact centers to achieve unprecedented levels of efficiency, compliance, and customer satisfaction. TCN's approach simplifies AI implementation, making the power of advanced technology accessible and impactful for businesses of all sizes. "AI is and will continue to shape how businesses are organized, managed, operated and optimized," said Jesse Bird, chief technology officer at TCN. "While AI will grow to be a key component of your contact center, it is an enhancement to your current software, not a replacement. As you incorporate more AI into your system, you must learn where it can be used and then decide where it should be used." Elevating Your Contact Center with AI: Three Key Use Cases TCN's AI-driven solutions address core pain points within contact centers, providing more efficient and reliable solutions that augment, rather than replace, human expertise. Our key use cases include: Agent Augmentation: AI enhances individual agent performance by providing real-time coaching, automating call summaries, and delivering next-best action guidance. This empowers agents to handle interactions more efficiently and effectively. Reporting and Decisioning: AI transforms operational insights through intelligent risk segmentation, optimizing resource allocation, and automating compliance checks to ensure regulatory adherence and minimize risk. Automated Routine Tasks completion: By automating repetitive inquiries and common transactions, TCN's AI-driven solutions improve overall operational efficiency and reliability, freeing human agents to focus on complex, high-value customer needs. TCN's AI-Enhanced Product Suite AI is deeply embedded across TCN's flagship platform, TCN Operator, bringing advanced capabilities to every facet of contact center operations. Businesses can now take advantage of AI across a wide range of TCN solutions: Agent Assist: Guides agents with AI by generating suggested follow-up schedules and real-time response suggestions to enhance interactions. Chat: Optimizes processes using AI chatbots to manage diverse customer inquiries and provide instant support. Email: Employs AI to automate customer service by managing frequently asked questions and processing transactions. Inbound Solutions: Leverages AI voicebots to automate phone interactions, enabling natural conversations and decreasing customer hold times. Interactive Voice Response (IVR): Automates call routing with AI, helping customers navigate IVR, improving access and cutting consumer hold times. List Management Services: Automatically analyzes import headers for field types with AI, saving time and reducing errors across all CRM data storage. Outbound Solutions: Optimizes agent efficiency with AI that monitors hold queues and provides real-time alerts when parties become available. Predictive Dialer: Runs tests and gets feedback before launching a campaign with the help of AI, analyzing settings and potential results. SMS: Automates customer service with AI, handling tasks from FAQs to transactions, freeing agents for complex tasks. Workforce Management: Enhances strategy with AI-powered forecasting, enabling optimal staffing levels and lowering labor expenses. Workforce Optimization: Uses AI to auto-evaluate conversations to identify compliance risks and summarize agent interactions. "Implementing AI into your contact center may seem complex, but TCN makes it simple," added McKay Bird, marketing director for TCN. "Our goal is to help businesses easily reap all the benefits of AI, from optimized efficiency to enhanced customer experiences, without worrying about the technicalities. We invite businesses to connect with us to explore how TCN's AI solutions can best address their unique challenges and elevate their contact center." To learn more about how TCN's AI-powered solutions can transform your contact center operations, visit About TCN TCN is a global leader in cloud-based contact center solutions for accounts receivable management (ARM), healthcare providers, enterprises, contact centers and BPOs. TCN's comprehensive suite includes omnichannel solutions, automation, predictive dialers, IVR, Click2Pay, compliance solutions and real-time analytics, driving operational efficiency and customer satisfaction. TCN promises immediate access to the latest TCN Operator platform, facilitating seamless scalability. With a commitment to excellence and a dedication to meet evolving business needs from start to finish through industry-leading customer service, TCN continues to redefine the contact center landscape. For further details, visit View original content to download multimedia: SOURCE TCN, Inc.
Yahoo
18-06-2025
- Business
- Yahoo
CallTower Achieves Certified Implementation Partner Status with Five9
Strengthening the alliance to deliver seamless, enterprise-grade advanced contact center implementation services SALT LAKE CITY, UT, ROCHESTER, NY, MONTREAL, LONDON, June 18, 2025 (GLOBE NEWSWIRE) -- CallTower, a global leader in delivering unified communications, contact center, and collaboration solutions, is proud to announce its official designation as a Certified Implementation Partner with Five9, a leading provider of intelligent cloud contact center solutions. This certification marks a significant milestone in the strategic relationship between the two companies, enabling deeper collaboration and enhanced support for businesses seeking a robust, scalable, and integrated contact center experience. The Five9 Certified Implementation Partner designation is awarded to select organizations that demonstrate exceptional expertise in deploying and optimizing Five9's cloud contact center platform. As a Certified Partner, CallTower is now fully equipped to deliver advanced implementation services, customized integrations, and strategic guidance to help organizations maximize the utilization of Five9 within their digital communication ecosystem. 'Achieving Five9 Certified Implementation Partner status represents a meaningful advancement in our ability to support enterprise contact center transformation,' said Doug Larsen, Senior Vice President of Product & Software Development at CallTower. 'This partnership enables us to work more closely with Five9 to deliver highly customized, end-to-end solutions that drive performance, reliability, and efficiency for our customers.' As a longtime provider of Five9 through its CCaaS portfolio, CallTower has demonstrated a strong track record of delivering innovative contact center deployments to organizations across industries. With this certification, CallTower is now positioned to provide even greater value through tighter integration, faster implementation timelines, and ongoing optimization services. 'For many years, Five9 has been proud to call CallTower a trusted partner. This certification is a testament to the strength and maturity of our collaboration and our shared dedication to helping customers deliver elevated, world-class customer experiences, said Jake Butterbaugh, SVP Global Partner Organization & International Sales.'Together, we're empowering organizations to raise the bar for CX, and we're excited for what the future holds for this incredible partnership.' This certification highlights CallTower's commitment to delivering best-in-class customer experience solutions while expanding its robust suite of UCaaS and CCaaS offerings. Customers can now benefit from a fully aligned partnership that combines CallTower's technical depth and Five9's AI-powered contact center innovation. About CallTower CallTower is at the forefront of transforming global communication, redefining how businesses connect and collaborate across the globe. Since 2002, CallTower has grown into a global leader in enterprise-class cloud communications and collaboration solutions, empowering businesses to thrive in the digital age. Leveraging advanced technologies like Microsoft® Teams Operator Connect, Direct Routing and GCC High Teams Direct Routing, Webex by Cisco®, Zoom Phone, and AI-powered contact center solutions, CallTower delivers seamless and reliable connectivity tailored to the unique needs of enterprises worldwide. CallTower empowers business communications by integrating features like one-click failover, advanced analytics, seamless CRM integration, and cutting-edge AI—redefining operational efficiency. In 2025, CallTower acquired North America's trusted contact center expert, Inoria, amplifying its CCaaS and CX capabilities. Inoria drives the evolution of contact center operations by offering personalized optimization, implementation, and integration services powered by Conversational AI and advanced analytics. Together, CallTower and Inoria deliver actionable insights, enhanced customer experiences, and cutting-edge solutions that guide enterprises through their digital transformation journeys. With a vision focused on innovation and a commitment to excellence, CallTower continues to advance cloud communications, empowering businesses across the globe to achieve unparalleled success. About Five9 Five9 empowers organizations to create hyper-personalized and effortless AI-driven customer experiences that deliver better business outcomes. Powered by Five9 Genius AI and our people, the Five9 Intelligent CX Platform is trusted by 3,000+ customers and 1,400+ partners globally. The New CX starts here and it's at the heart of every winning experience. CONTACT: Kade Herbert CallTower, Inc. 8003475444 marketing@ in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
