Lyons named as one of 3 finalists for Entrepreneur of the Year

Posted January 26, 2006 in News

Scott Lyons, President of Extend Communications Inc. headquartered in Brantford has been named one of 3 finalists in the Brantford/Brant Chamber of Commerce Business Excellence Awards. The award recognizes entrepreneurs leading organizations exhibiting exceptional achievement in several categories from business growth and sustained success, to innovation and technology, to community involvement. “I am especially proud to have been nominated by our bank, TD Canada Trust”, mentioned Lyons. “We have a fantastic relationship with our bankers, and they continue to play a key role in our success.” The final winner of the Award will be named at the annual Chamber of Commerce Business Excellence Awards Dinner in April.

System Upgrade completed at Brantford Site

Posted November 15, 2005 in News

Several months of planning, due diligence, training, data entry, and more training came together today, as accounts were cutover to operate on an entirely new call-handling platform. Despite the huge technical challenges associated with an upgrade of this magnitude, it was completed with ZERO downtime, and no major service issues.

Congratulations to The Olde School Restaurant of Brantford, for winning our “First Call Lottery”, as the first call on our new system was the booking of a dinner reservation on their account at 10:12am. Olde School owner Gus Iliopoulos’ indicated the Brantford General Hospital Foundation as his charity of choice, and Extend made a $500.00 donation to the BGH as a result of the win.

A sampling of the new services and features coming this winter:

  • Automated check-in and check-out.
  • Improved off-premise call transfer abilities.
  • Innovative on-call scheduling.
  • Automatic paging, data field formatting, spell check, and more.
  • Additional Internet services including improved email handling, web chat,web callback, co-browsing and page push.
  • New voicemail options including voice scripting and follow-me.
  • Voicemail to your email as a .wav file.
  • Faxes to your email as a .pdf or.tif file.

For more information, email info@extendcomm.com

Extend assists with overloaded phone lines for Hurricane Katrina relief

Posted September 6, 2005 in News

With the devastating destruction of Hurricane Katrina, relief organizations across the United States are having difficulty keeping up with the overwhelming support from the public. On September 1st, Extend Communications was asked to provide overflow support to call centers handling donation calls for the Salvation Army. In less than 24hrs, phone lines staffed around the clock were in operation at Extend’s Head Office in Brantford, Ontario. Extend staff had answered calls totaling donations of over $1,000,000 within the first 4 days alone, and the efforts continue. For more information about how you can support the US Salvation Army Relief Efforts visit www.salvationarmyusa.org. To donate, call 1-800-SAL-ARMY or mail your donation to US Salvation Army Disaster Relief, PO BOX 4857, JACKSON, MS, 39296-4857.

Extend Communications Ranked 2nd in North America for Service Excellence

Posted June 27, 2005 in News

Extend Communications Inc., of Brantford, ON has been honoured with the exclusive Award of Excellence by the Association of TeleServices International (ATSI), the industry’s trade association for providers of telecommunications and call centre services including telephone answering and message delivery. Extend Communications Inc. was presented with the award at ATSI’s 2005 Annual Convention held in St. Louis, MO, and ranked 2nd out of almost 100 participating call centers across Canada and the United States.

After six months of intensive testing, an independent panel of judges scored call-handling skills such as courtesy, response time, accuracy and overall service to their clients, the cornerstones of the call management industry. If a company scored 80% or better in ALL categories, they are presented with the coveted Award of Excellence

“The Award of Excellence program is without a doubt one of the most cost effective, revenue producing, and morale building ways available to our industry to gain an overall positive improvement for your business.” Says ATSI President Gary Tedrick.

Now a two-time winner, ATSI extends its congratulations to the staff of Extend Communications Inc. on their proven quality service to their customers.

Email Invoicing available

Posted March 27, 2005 in News

Effective immediately, all client invoices are available as Adobe Acrobat (.pdf) files at no additional charge. For more information contact billing AT extendcomm.com

Extend recognized by Canadian Call Management Association

Posted October 25, 2004 in News

Extend Communications Inc., of Brantford, ON has been honoured with both the prestigious Call Centre Award of Distinction, as well the exclusive 2004 Award of Excellence for the sixth consecutive year, by the Canadian Call Management Association (CAM-X). The Industry’s Trade Association for providers of Call Centre Services including Inbound Order Desk/Help Desk and Web Enabled customer assistance recognized Extend Communications Inc. for their outstanding achievement at their 40th Annual Convention, held recently in Niagara Falls, Ontario.

The Call Centre Award of Distinction was created in response to overwhelming requests by Call Centres across Canada for a tool which could be used to measure the skills of their professional Call Centre Agents.

After six months of testing, an independent panel of judges scored call-handling skills for “enhanced service” applications, focusing attention on customer relationship management (CRM), courtesy, etiquette, and the use of proper call techniques, as well as response time and accuracy, the cornerstones of the Call Management Industry.

“Extend Communications Inc.’s showcase of top-notch customer service serves as a benchmark for all message service companies.” Says CAM-X President Lillian Lyle. “In an industry that relies on person-to-person communications, the value of efficient, accurate service cannot be underestimated. The Award of Excellence serves as a testament to their training methods and we congratulate their employees for their achievements. The Canadian Call Management Association congratulates the employees of Extend Communications Inc. for their attention to detail, their dedication, and their overall commitment to providing their clients with top-notch service.”

Founded in 1964, CAM-X began as a national trade Association representing live answering services. The Canadian Call Management Association now encompasses companies across Canada offering specialized and enhanced operator based services including: call centres, contact centres, inbound telemarketing (order entry), paging, voice messaging, emergency dispatch, fax, and internet services among others.