Contact Center Solutions Featured Article

The Canadian province of New Brunswick was, along with Ireland, one of the first offshore/nearshore destinations for U.S.-based contact centers. Former premier and Canadian ambassador to the U.S. Frank McKenna, reportedly seeing Ireland’s example, had identified this industry and function as the kernel to create jobs to alleviate the province’s longstanding high unemployment rate. Both Ireland’s and New Brunswick’s most plentiful resource has been their hardworking, well-educated and friendly people that have gone elsewhere, or ‘down the road’ to use an Atlantic Canada expression.

 

While the offshore/nearshore contact center work itself is disappearing due to the strong Canadian dollar, the knowledgebase created by it is now paying off with the development of new contact-center supporting - and employment-creating - technologies. Ambir Technology Group, which is based in Saint John, New Brunswick, has received $333,000 contribution from the National Research Council of Canada Industrial Research Assistance Program “NRC-IRAP” that will help it develop flexible and secure remote monitoring systems that can control multiple contact centers simultaneously.

 

Contact centers in many offshore locations require network and computer specialists to maintain and upgrade their complex systems. The new technology being developed by Ambir Technology Group will automatically fix simple software problems, and flag the more complex problems to Canadian-based technicians. This will enable companies to employ high-value computer specialists in Canada.

 

The NRC-IRAP provides a range of both technical and business-oriented advisory services along with necessary financial support to qualified innovative Canadian small- and medium-sized enterprises. The program is delivered by a field staff of 240 professionals in more than 100 communities across Canada. The National Research Council is committed to working with small- and medium-sized enterprises while they realize their full potential, turning knowledge and innovation into strategic opportunities, jobs and prosperity for all Canadians.

 

“Our government is investing in science and technology to create jobs, strengthen the economy and improve Canadians’ quality of life,” said Rodney Weston Member of Parliament for Saint John, on behalf of the Honourable Gary Goodyear, Minister of State (Science and Technology), who announced the contribution. “This project will help Ambir Technology expand their business and stimulate our local economy.”

 

“Investing in science and technology is critical for developing highly skilled people and improving the long-term competitiveness of Canadian firms,” said Acting NRC President Daniel Gosselin. “That's why NRC-IRAP is helping innovative Canadian businesses like Ambir Technology Group grow stronger, faster and bigger.”

 

Ambir Technology Group is an information and communication technology (ICT) consulting and application development outsourcing company. It is a full service consulting firm that assists organizations with IT solutions from concept to implementation.

 

“NRC-IRAP is playing a key role in the success of the company,” said John Munro, Vice President Sales & Marketing. “The financial support we are receiving from NRC-IRAP has played an integral part in helping continue to innovate by using leading edge technology and providing access to world class researchers.”