Archive for the ‘Recent News Event’ Category

Hurricane, Earthquake and Verizon Telecoms Strike Could Have Created Telecoms Chaos for US Business, Reveal GemaTech Telecoms Recovery Experts

Thursday, September 1st, 2011

US Businesses have been lucky to survive three major disruptions in the past month. But just think what would have happened to a business’ telecoms infrastructure, and therefore their business if Hurricane Irene, the recent East Coast earthquake and the 2 week strike by Verizon workers had conspired to act with even more force at exactly the same time and place?

The East Coast of the US has been extremely lucky. The earthquake which hit Washington on the 23rd August reached 5.8 on the Richter scale and was felt from North Carolina to New England. Luckily the impact caused minimal damage, but a more powerful quake could have broken both telecoms and power cables and dislodged essential telecoms circuits, according to telecoms business continuity experts at GemaTech. If Hurricane Irene had hit the East Coast with more power, severe flooding would have compounded the problem, making it impossible to reconnect circuits quickly. Thirdly factor-in a Verizon workforce strike (which did in fact occur on the 7th August and lasted for some two weeks) and there would have been no-one available to get any broken telecoms circuits back up and running anyway. The perfect storm of these three events coinciding could have been a major disaster for any organisation which has inadequate, or indeed no, telecoms resilience plan. And there are no guarantees such a scenario could not still happen at some point in the future. Eventually luck will run out…

Just think what the impact would be on a business if their telecoms circuits failed, if employees were denied access to their offices or if the transport system was out of action. How long would it take the city and telecoms carriers to repair and restore normal service? If buildings were severely damaged or waterlogged it would take major resources to rebuild infrastructure, and if lots of customers are in the same situation a carrier is going to be inundated with work – all at top priority.

Specialist telecoms technology company GemaTech (carrier compatible providers of telecoms business continuity services) understands that telecommunications is the engine of any organisation. It connects a business with its customers and suppliers, and enables all communication via voice and data. When that infrastructure is disrupted, the ability to continue operating as a business is compromised and money is lost fast. After all how many US businesses can continue operating effectively when they have no ability to communicate with their customers?

But protecting your business telecoms doesn’t have to be expensive. For just the price of a cup of coffee a day, an individual number can be re-routed safely and securely from one office location to another, a cell phone or a home phone, enabling an employee to continue receiving those mission critical inbound calls by working from somewhere else. GemaTech have been delivering proven business telecoms resilience, which can be activated within a few minutes following a disruption, to blue chip organisations in the US and UK for many years, and is relied upon in times of telecoms failure by organisations in various industry sectors where telecoms is mission critical including hospitals and investment banks.

One day luck will run out, and those businesses left unprepared risk losing everything. But, for those who have prepared for the worst (for the sacrifice of a few cups of coffee!) the COO can sleep safe in the knowledge that it can be business as usual even if earthquake, hurricane and telecoms strikes create the ‘perfect storm’.

For further information on GemaTech’s product portfolio contact Karen Jones, Marketing Manager

Live Speech Analytics Could Have Saved Banks Millions on PPI Pay-Outs

Tuesday, May 10th, 2011

 Banks could have been in a better position to identify costly PPI (Payment Protection Insurance) miss-selling mistakes by using new live speech analytics, saving them hundreds of millions, if not billions of pounds on customer pay-outs.

New, emerging speech analytics technology can help any organisation, and in particular highly regulated banks, be in a position to know exactly what is being said, or sold, during or straight after every phone call handled by their call centre agents.

Analysing all calls as they are occurring gives supervisors the ability to identify errors or omissions and help agents rectify calls to protect the customer, and at the same time save the company millions in regulatory fines or customer compensation.

New Live Speech Analytics can identify miss-selling – innocent or otherwise

Speech analytics solutions have been around for a number of years, providing post-call trend analysis for call centres. Due to limitations in processing speed and prohibitive costs, only a selection of all voice recordings were actually analysed to provide valuable insight into customer and agent behaviour.

Now a new generation of speech analytics technology is emerging via specialist vendors which is taking ‘first call resolution’ to the next level, enabling companies to avoid any risk of miss-selling earlier, to recover quickly from mistakes, or at worst detect them. New speech analytics solutions include the ability to analyse every call as it is happening, in turn triggering live prompts to an agent’s or supervisor’s screen. Any keyword or phrase can be searched for. Any question and answer combination can be used as a trigger to prompt an agent to change the course of their conversation during a call. And all the time supervisors can see a real-time picture of what is being said in their call centre without having to physically listen to calls. Future enhancements will even see speech analytics identifying different customer emotions, giving supervisors the ability to flag up angry or distressed customers or agents in real-time.

Applying new live speech analytics technology could have helped identify the most inappropriate sales of PPI, giving agents the chance to rectify a miss-sell, thus saving the banks an embarrassing apology and hundreds of million of pounds worth of pay-outs.

Yesterday Barclays, HSBC and RBS (via the BBA, British Bankers Association) followed Lloyds’ example and chose to back down in their legal fight over the miss-selling of payment protection insurance (PPI). The insurance policies are designed to pay out for customers who have been made redundant, or are on long term sick leave in order to cover mortgage, loan or credit card payments. However the self- employed can never be made redundant and those with existing health issues are not necessarily eligible for policy redemption claimed due to extended sick leave.

Compliance is paramount in avoiding fines and compensation

Miss-selling is just one of the many issues around compliance affecting banks, insurance companies and financial enterprises today. Such companies need to demonstrate to the Financial Services Authority (FSA) that they are trading compliantly including voice recording calls made and received over traditional landlines, and in some cases mobile phones. Live speech analytics can ensure 100% compliance on every phone call handled by every call centre agent in a cost effective way that does not require expensive professional services or costly integration with existing voice recording equipment. Indeed the Return on Investment (ROI) of deploying such a solution can be realised, in some cases, in less than a year!

For more information on next generation live speech analytics and how it can help save your company millions of pounds, contact GemaTech on 0845 345 3333 or visit our website at www.gematech.com.

Earthquakes, Floods, Tsunamis, Nuclear Explosions: Is Your Business Continuity Plan Sufficient?

Monday, March 14th, 2011

The Japanese earthquake and tsunami has shocked the world. Subsequent explosions at the country’s nuclear power plants no doubt have scared us all. I am sure it hasn’t escaped your attention that more and more natural disasters are hitting our headlines and while it is devastating for those involved, you have to ask what we, as yet unaffected countries, should be doing in response, aside from firstly offering aid, rescue and resources for re-building lives and infrastructure. (more…)

UK Public Sector: Stop Debating and Start to Save Money Now With Cloud-Based Technology!

Friday, February 11th, 2011

When will the UK’s public sector start acting upon the information they already have available to them to save money, now? Public Sector property running costs could be substantially reduced making real savings today! Not tomorrow or next year. IT and Telecoms solutions are evolving repidly and cloud-based pay as you go technology can deliver savings now. But all we hear is talk, and all we see is in-action. (more…)

Rising Travel Costs: Exploit Cloud-based Technology to Facilitate Cost-Effective Flexible Working

Thursday, February 10th, 2011

The cost of travel to and for work is rising fast. Organisations should consider using new cloud-based technology as a cost effective means to enable staff to work more flexibly. (more…)

Cut Cabling Leaves Hundreds Without Phones in Chesterfield

Tuesday, November 2nd, 2010

Yet again another story has hit the papers of malicious vandalism leaving residents and businesses without phone or internet access, as underground cables have been cut.

Around 740 faults were reported in the Chesterfield area as BT engineers are desparately trying to replace 400m of cabling to restore service. (more…)

Spending Review: Cost of Rail Travel To Rise, Flexible Working to Increase?

Friday, October 22nd, 2010

Will savvy business leaders note the rise in the cost of commuting and implement cost saving flexible working strategies for future company growth?

The UK’s annual transport budget will be £13.6bn according to George Osborne’s recent Public Spending Review. The amount of current spending will be cut by 21% and capital spending will be down 11%. (more…)

Inquest Into 7/7 Bombings: Have Telecoms Resilience Lessons Been Learned?

Monday, October 11th, 2010

As the inquest into the July 7th bombings in London in 2005 begins today, many will have to re-live the horrors of that day to help build a picture of exactly what happened and to understand if anything different could have been done to save lives. (more…)

Major Tube Strikes: What’s Your Business Continuity Plan?

Monday, October 4th, 2010

No doubt you’ve seen the news today that thousands of commuters were delayed this morning as tube drivers go on strike over the planned loss of jobs. Members of RMT and TSSA unions walked out on Sunday over plans to cut 800 ticket office jobs.

Two further strikes are planned for November unless talks can resolve the dispute. (more…)