www.NICEinContact.com About Tbaytel Tbaytel provides telecommunications solutions, including TV, internet, phone, security and mobility services, to residential and business customers in Northern Ontario. Over its 110-year history, Tbaytel (formerly Thunder Bay Telephone) has be- come the largest independently owned telecommunications provider in Canada. Its 57 Customer Care agents located in Thunder Bay handle an annual contact volume of 506,400 interactions, which include inbound and outbound calls, chats and emails. The Challenge Tbaytel is dedicated to providing exceptional customer service to differentiate itself from competitors. However, its previous on-premises ACD system made it difficult to fulfill that goal. “We are committed to delivering an outstanding customer experien

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