Clearing the Clouds: Webinar to Explain and 'Demystify' Cloud Computing
Are you in the cloud? Have you heard about the cloud? Isn't the cloud the greatest thing EVER?!
5/16/2013
inContact To Lead the Way on Customer Service Webinar
inContact, the leader in flexible cloud-based software, helps contact centers efficiently support their customers with personalized interactions. The result is high customer satisfaction, low attrition and brand loyalty.
5/13/2013
inContact's Benchmark Assessment Tool Helps Improve Business
Contact center managers certainly have their work cut out for themselves. Companies spanning all industries and sizes can hurt their company image and credibility with their customers due to poor customer care experiences, and how the customer is taken care of relies heavily on how the call center functions. If you're in the contact center business, what is one way of finding out how your center measures up? A simple contact center assessment is one good first step.
5/13/2013
How Benchmarking Can Improve Contact Center Operations
Many call centers, in an effort to improve the quality of customer service they offer (and aware that quality is a differentiating point to allow them to set themselves apart from their customers), have turned to call center benchmarking to improve quality.
5/8/2013
Call Center Growth and Happenings Across the U.S.
Call center growth in the United States continues, thanks to a combination of expansions of existing companies and "re-shoring" initiatives that are bringing call center jobs that were formerly outsourced to foreign shores back to the U.S. The following is a roundup of recent happenings in call center openings and expansions.
5/6/2013
inContact Posts Huge Earnings Jump for Q1 2013
inContact, a provider of cloud contact center software, increased earnings by 39 percent over Q4 2012, its biggest jump ever, the company has reported.
5/3/2013
Sacramento's 311 Service Teaches a Lesson in Call Center Management
Back in 2008, the city of Sacramento, California, hopped on board with a 311 service for its residents. Vastly different from the emergency 911 digits, 311 offers easy access to municipal services and information that would otherwise be difficult for some residents to find. What the city didn't anticipate was the call volume that would ensure once the service was implemented. Customer hang-ups ended up accounting for 100,000 lost calls, thus rendering the service inefficient and a misuse of tax dollars.
5/2/2013
Survey: Companies Add Marketing Resources as CEOs Take Greater Interest in Marketing Efforts
CEOs are more interested in marketing efforts by companies - while many businesses are also adding more resources to those efforts, a new survey shows.
4/29/2013
Leading BPO Selects inContact to Connect Network of Customer Support Professionals
InContact, the provider of cloud contact center software, is currently on a roll. It added seven new business process outsourcer (BPO) customers in the first quarter of 2013, and added yet another feather to its cap when it was chosen by a leading BPO to connect a large network of professionals providing customer support services.
4/25/2013
The Millennial Generation Makes Ideal Call Center Workers (Under the Right Circumstances)
In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world.
4/25/2013
Reduce the Customer Effort for Optimal Contact Center Success
It's well known that the contact center is put in place to handle customer support. Management often looks at the number of calls handled within a certain time period, the percentage of issues resolved within first contact, the number of abandoned calls when the customer has to wait too long and the number of calls completed by an agent within a specified time period.
4/24/2013
inContact Wins Vacation Timeshare Client with Cloud-Based Contact Center Software
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
VoIP Vs. Communication Regulations
There's a tight race in the realm of VoIP, with companies constantly struggling to become the top dog. In order to better help it keep its spot, AT&T is petitioning the FCC to keep VoIP services mostly deregulated, as well as help companies better move customers from traditional phone lines to Voice over Internet Protocol.
4/10/2013
inContact Expands Solutions to Support Consumers on Any Mobile Device
A recent survey by inContact and Harris Interactive that examined the state of customer service and the changing preferences of consumers showed that 70 percent of consumers felt that mobile service applications are key to customer satisfaction, interaction and loyalty.
The study shows that consumers are making less of their buying decisions based on brand loyalty, but rather on which companies can match their desired experience, at a time of their choosing.
4/2/2013
Indian BPO Firm ReachOut Technosoft Selects Dristi's AMEYO Call Center Software to Manage Calls
India's fast growing BPO firm ReachOut Technosoft Services has invested in a new contact center technology from AMEYO. The investment is expected to enable the company to expand its operations in new markets including Finance & Accounting, Human Resource, Digital Marketing and Telecom processes.
4/1/2013
inContact is One of America's 100 Most Trustworthy Companies
With an unsettling amount of corporate controversies, bailouts and bankruptcies over the recent years, investors have lost trust in some the country's largest public companies. But, there are also many corporations that are models of business integrity. To identify the most trustworthy businesses, Forbes turned to GMI Ratings (GMI), a provider of application of risk measures for financial analysis.
3/27/2013
Speed-to-Contact's Cloud-Based Auto Dialer Software Now Available in LeadiD Marketplace
Speed-to-Contact, a provider of auto dialer software, has introduced its cloud-based auto dialer solutions in LeadiD Marketplace. LeadiD is an independent, neutral, open technology platform, which tracks the origin and history of every lead event that utilizes the LeadiD system. It allows Lead Sellers and Lead Buyers to make real-time decisions based upon definitive origin and history flags that are predetermined.
3/26/2013
Patient Prompt Intros Intelligent Text Messaging as a Replacement to Dialer Software
Patient Prompt, a provider of communications technology to the healthcare community, has unveiled an intelligent two-way text/SMS messaging functionality that eliminates the need of dialer software to identify whether the phone number of a patient is mobile or landline.
3/21/2013
Idaho State Legislators' Cell Phone Numbers Revealed to Voters via Illegal Robocalls
A number of Idaho state legislators recently found themselves fielding a number of bewildering calls after their personal cell phone numbers were reportedly revealed to some constituents via mysterious robo-calls. All the legislators targeted were those in favor of setting up a state healthcare exchange under the Affordable Care Act ("Obamacare"). The callers to the legislators' had been urged by the robocalls to protest the politicians support for the exchanges.
3/21/2013
Voice2Phone Intros Improved Auto Dialer Software
These days, calling to confirm appointments wastes time and resources, but failing to remind people about scheduled obligations can also generate high expenses.
Luckily, the recently enhanced Voice2Phone Appointment Reminder system and auto dialer software now makes it possible for healthcare professionals and service providers to remind clients about upcoming appointments.
3/13/2013
NICE Intros Proactive Compliance Suite for Consumer Protection for Financial Sector
NICE Systems, a provider of customer experience management solutions, is launching a Proactive Compliance Suite for Consumer Protection designed to protect financial institutions from potential risks. The solution for contact centers helps organizations ensure compliance while managing both inbound and outbound interactions across different channels
3/13/2013
Open Mobile and Cenoplex Intro First Actionable Audio Message Service
As of late, Cenoplex has begun the first commercial-scale deployment of Actionable Audio Messages over the Open Mobile network in a partnership to support Open Mobile's business and achieve more effective wireless customer communications with its subscribers. Open Mobile, a Puerto Rican mobile service provider, is the first operator to implement this game changing customer messaging service, underscoring the company's reputation for providing the best mobile experience.
3/7/2013
Leads360 Empowers Small Businesses with Advanced Sales Automation Capabilities
Leads360, a provider of cloud-based intelligent sales automation solutions, has launched a new sales CRM solution that delivers advanced sales capabilities such as e-mail marketing, automatic lead management, dialer software, and more, to small businesses.
3/7/2013
How to Grow Your Business with Outbound Telemarketing
In today's competitive call center world, it is not enough to simply advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to one day become loyal, and new customers need to be searched for.
3/6/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
eBay's New User Agreement Includes Permission to Make Outbound Robocalls
If you sign up for a new eBay account in the near future, you may want to prepare yourself. You may be about to receive outbound robocalls from the online auction giant. Starting on March 26, eBay says it will be giving itself permission to make outbound robocalls and text messages for marketing and promotional reasons. New users will be granting the company permission to do so when they create new accounts.
2/28/2013
Outbound Call Center Capabilities Enhance Communications
In today's competitive call center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
2/27/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
PPL Electric Utilities Gets Thumps Up for Responsiveness to Hurricane Sandy
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
inContact, the leader in flexible cloud-based software, helps contact centers efficiently support their customers with personalized interactions. The result is high customer satisfaction, low attrition and brand loyalty.
5/13/2013
inContact's Benchmark Assessment Tool Helps Improve Business
Contact center managers certainly have their work cut out for themselves. Companies spanning all industries and sizes can hurt their company image and credibility with their customers due to poor customer care experiences, and how the customer is taken care of relies heavily on how the call center functions. If you're in the contact center business, what is one way of finding out how your center measures up? A simple contact center assessment is one good first step.
5/13/2013
How Benchmarking Can Improve Contact Center Operations
Many call centers, in an effort to improve the quality of customer service they offer (and aware that quality is a differentiating point to allow them to set themselves apart from their customers), have turned to call center benchmarking to improve quality.
5/8/2013
Call Center Growth and Happenings Across the U.S.
Call center growth in the United States continues, thanks to a combination of expansions of existing companies and "re-shoring" initiatives that are bringing call center jobs that were formerly outsourced to foreign shores back to the U.S. The following is a roundup of recent happenings in call center openings and expansions.
5/6/2013
inContact Posts Huge Earnings Jump for Q1 2013
inContact, a provider of cloud contact center software, increased earnings by 39 percent over Q4 2012, its biggest jump ever, the company has reported.
5/3/2013
Sacramento's 311 Service Teaches a Lesson in Call Center Management
Back in 2008, the city of Sacramento, California, hopped on board with a 311 service for its residents. Vastly different from the emergency 911 digits, 311 offers easy access to municipal services and information that would otherwise be difficult for some residents to find. What the city didn't anticipate was the call volume that would ensure once the service was implemented. Customer hang-ups ended up accounting for 100,000 lost calls, thus rendering the service inefficient and a misuse of tax dollars.
5/2/2013
Survey: Companies Add Marketing Resources as CEOs Take Greater Interest in Marketing Efforts
CEOs are more interested in marketing efforts by companies - while many businesses are also adding more resources to those efforts, a new survey shows.
4/29/2013
Leading BPO Selects inContact to Connect Network of Customer Support Professionals
InContact, the provider of cloud contact center software, is currently on a roll. It added seven new business process outsourcer (BPO) customers in the first quarter of 2013, and added yet another feather to its cap when it was chosen by a leading BPO to connect a large network of professionals providing customer support services.
4/25/2013
The Millennial Generation Makes Ideal Call Center Workers (Under the Right Circumstances)
In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world.
4/25/2013
Reduce the Customer Effort for Optimal Contact Center Success
It's well known that the contact center is put in place to handle customer support. Management often looks at the number of calls handled within a certain time period, the percentage of issues resolved within first contact, the number of abandoned calls when the customer has to wait too long and the number of calls completed by an agent within a specified time period.
4/24/2013
inContact Wins Vacation Timeshare Client with Cloud-Based Contact Center Software
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
VoIP Vs. Communication Regulations
There's a tight race in the realm of VoIP, with companies constantly struggling to become the top dog. In order to better help it keep its spot, AT&T is petitioning the FCC to keep VoIP services mostly deregulated, as well as help companies better move customers from traditional phone lines to Voice over Internet Protocol.
4/10/2013
inContact Expands Solutions to Support Consumers on Any Mobile Device
A recent survey by inContact and Harris Interactive that examined the state of customer service and the changing preferences of consumers showed that 70 percent of consumers felt that mobile service applications are key to customer satisfaction, interaction and loyalty.
The study shows that consumers are making less of their buying decisions based on brand loyalty, but rather on which companies can match their desired experience, at a time of their choosing.
4/2/2013
Indian BPO Firm ReachOut Technosoft Selects Dristi's AMEYO Call Center Software to Manage Calls
India's fast growing BPO firm ReachOut Technosoft Services has invested in a new contact center technology from AMEYO. The investment is expected to enable the company to expand its operations in new markets including Finance & Accounting, Human Resource, Digital Marketing and Telecom processes.
4/1/2013
inContact is One of America's 100 Most Trustworthy Companies
With an unsettling amount of corporate controversies, bailouts and bankruptcies over the recent years, investors have lost trust in some the country's largest public companies. But, there are also many corporations that are models of business integrity. To identify the most trustworthy businesses, Forbes turned to GMI Ratings (GMI), a provider of application of risk measures for financial analysis.
3/27/2013
Speed-to-Contact's Cloud-Based Auto Dialer Software Now Available in LeadiD Marketplace
Speed-to-Contact, a provider of auto dialer software, has introduced its cloud-based auto dialer solutions in LeadiD Marketplace. LeadiD is an independent, neutral, open technology platform, which tracks the origin and history of every lead event that utilizes the LeadiD system. It allows Lead Sellers and Lead Buyers to make real-time decisions based upon definitive origin and history flags that are predetermined.
3/26/2013
Patient Prompt Intros Intelligent Text Messaging as a Replacement to Dialer Software
Patient Prompt, a provider of communications technology to the healthcare community, has unveiled an intelligent two-way text/SMS messaging functionality that eliminates the need of dialer software to identify whether the phone number of a patient is mobile or landline.
3/21/2013
Idaho State Legislators' Cell Phone Numbers Revealed to Voters via Illegal Robocalls
A number of Idaho state legislators recently found themselves fielding a number of bewildering calls after their personal cell phone numbers were reportedly revealed to some constituents via mysterious robo-calls. All the legislators targeted were those in favor of setting up a state healthcare exchange under the Affordable Care Act ("Obamacare"). The callers to the legislators' had been urged by the robocalls to protest the politicians support for the exchanges.
3/21/2013
Voice2Phone Intros Improved Auto Dialer Software
These days, calling to confirm appointments wastes time and resources, but failing to remind people about scheduled obligations can also generate high expenses.
Luckily, the recently enhanced Voice2Phone Appointment Reminder system and auto dialer software now makes it possible for healthcare professionals and service providers to remind clients about upcoming appointments.
3/13/2013
NICE Intros Proactive Compliance Suite for Consumer Protection for Financial Sector
NICE Systems, a provider of customer experience management solutions, is launching a Proactive Compliance Suite for Consumer Protection designed to protect financial institutions from potential risks. The solution for contact centers helps organizations ensure compliance while managing both inbound and outbound interactions across different channels
3/13/2013
Open Mobile and Cenoplex Intro First Actionable Audio Message Service
As of late, Cenoplex has begun the first commercial-scale deployment of Actionable Audio Messages over the Open Mobile network in a partnership to support Open Mobile's business and achieve more effective wireless customer communications with its subscribers. Open Mobile, a Puerto Rican mobile service provider, is the first operator to implement this game changing customer messaging service, underscoring the company's reputation for providing the best mobile experience.
3/7/2013
Leads360 Empowers Small Businesses with Advanced Sales Automation Capabilities
Leads360, a provider of cloud-based intelligent sales automation solutions, has launched a new sales CRM solution that delivers advanced sales capabilities such as e-mail marketing, automatic lead management, dialer software, and more, to small businesses.
3/7/2013
How to Grow Your Business with Outbound Telemarketing
In today's competitive call center world, it is not enough to simply advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to one day become loyal, and new customers need to be searched for.
3/6/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
eBay's New User Agreement Includes Permission to Make Outbound Robocalls
If you sign up for a new eBay account in the near future, you may want to prepare yourself. You may be about to receive outbound robocalls from the online auction giant. Starting on March 26, eBay says it will be giving itself permission to make outbound robocalls and text messages for marketing and promotional reasons. New users will be granting the company permission to do so when they create new accounts.
2/28/2013
Outbound Call Center Capabilities Enhance Communications
In today's competitive call center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
2/27/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
PPL Electric Utilities Gets Thumps Up for Responsiveness to Hurricane Sandy
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
Many call centers, in an effort to improve the quality of customer service they offer (and aware that quality is a differentiating point to allow them to set themselves apart from their customers), have turned to call center benchmarking to improve quality.
5/8/2013
Call Center Growth and Happenings Across the U.S.
Call center growth in the United States continues, thanks to a combination of expansions of existing companies and "re-shoring" initiatives that are bringing call center jobs that were formerly outsourced to foreign shores back to the U.S. The following is a roundup of recent happenings in call center openings and expansions.
5/6/2013
inContact Posts Huge Earnings Jump for Q1 2013
inContact, a provider of cloud contact center software, increased earnings by 39 percent over Q4 2012, its biggest jump ever, the company has reported.
5/3/2013
Sacramento's 311 Service Teaches a Lesson in Call Center Management
Back in 2008, the city of Sacramento, California, hopped on board with a 311 service for its residents. Vastly different from the emergency 911 digits, 311 offers easy access to municipal services and information that would otherwise be difficult for some residents to find. What the city didn't anticipate was the call volume that would ensure once the service was implemented. Customer hang-ups ended up accounting for 100,000 lost calls, thus rendering the service inefficient and a misuse of tax dollars.
5/2/2013
Survey: Companies Add Marketing Resources as CEOs Take Greater Interest in Marketing Efforts
CEOs are more interested in marketing efforts by companies - while many businesses are also adding more resources to those efforts, a new survey shows.
4/29/2013
Leading BPO Selects inContact to Connect Network of Customer Support Professionals
InContact, the provider of cloud contact center software, is currently on a roll. It added seven new business process outsourcer (BPO) customers in the first quarter of 2013, and added yet another feather to its cap when it was chosen by a leading BPO to connect a large network of professionals providing customer support services.
4/25/2013
The Millennial Generation Makes Ideal Call Center Workers (Under the Right Circumstances)
In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world.
4/25/2013
Reduce the Customer Effort for Optimal Contact Center Success
It's well known that the contact center is put in place to handle customer support. Management often looks at the number of calls handled within a certain time period, the percentage of issues resolved within first contact, the number of abandoned calls when the customer has to wait too long and the number of calls completed by an agent within a specified time period.
4/24/2013
inContact Wins Vacation Timeshare Client with Cloud-Based Contact Center Software
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
VoIP Vs. Communication Regulations
There's a tight race in the realm of VoIP, with companies constantly struggling to become the top dog. In order to better help it keep its spot, AT&T is petitioning the FCC to keep VoIP services mostly deregulated, as well as help companies better move customers from traditional phone lines to Voice over Internet Protocol.
4/10/2013
inContact Expands Solutions to Support Consumers on Any Mobile Device
A recent survey by inContact and Harris Interactive that examined the state of customer service and the changing preferences of consumers showed that 70 percent of consumers felt that mobile service applications are key to customer satisfaction, interaction and loyalty.
The study shows that consumers are making less of their buying decisions based on brand loyalty, but rather on which companies can match their desired experience, at a time of their choosing.
4/2/2013
Indian BPO Firm ReachOut Technosoft Selects Dristi's AMEYO Call Center Software to Manage Calls
India's fast growing BPO firm ReachOut Technosoft Services has invested in a new contact center technology from AMEYO. The investment is expected to enable the company to expand its operations in new markets including Finance & Accounting, Human Resource, Digital Marketing and Telecom processes.
4/1/2013
inContact is One of America's 100 Most Trustworthy Companies
With an unsettling amount of corporate controversies, bailouts and bankruptcies over the recent years, investors have lost trust in some the country's largest public companies. But, there are also many corporations that are models of business integrity. To identify the most trustworthy businesses, Forbes turned to GMI Ratings (GMI), a provider of application of risk measures for financial analysis.
3/27/2013
Speed-to-Contact's Cloud-Based Auto Dialer Software Now Available in LeadiD Marketplace
Speed-to-Contact, a provider of auto dialer software, has introduced its cloud-based auto dialer solutions in LeadiD Marketplace. LeadiD is an independent, neutral, open technology platform, which tracks the origin and history of every lead event that utilizes the LeadiD system. It allows Lead Sellers and Lead Buyers to make real-time decisions based upon definitive origin and history flags that are predetermined.
3/26/2013
Patient Prompt Intros Intelligent Text Messaging as a Replacement to Dialer Software
Patient Prompt, a provider of communications technology to the healthcare community, has unveiled an intelligent two-way text/SMS messaging functionality that eliminates the need of dialer software to identify whether the phone number of a patient is mobile or landline.
3/21/2013
Idaho State Legislators' Cell Phone Numbers Revealed to Voters via Illegal Robocalls
A number of Idaho state legislators recently found themselves fielding a number of bewildering calls after their personal cell phone numbers were reportedly revealed to some constituents via mysterious robo-calls. All the legislators targeted were those in favor of setting up a state healthcare exchange under the Affordable Care Act ("Obamacare"). The callers to the legislators' had been urged by the robocalls to protest the politicians support for the exchanges.
3/21/2013
Voice2Phone Intros Improved Auto Dialer Software
These days, calling to confirm appointments wastes time and resources, but failing to remind people about scheduled obligations can also generate high expenses.
Luckily, the recently enhanced Voice2Phone Appointment Reminder system and auto dialer software now makes it possible for healthcare professionals and service providers to remind clients about upcoming appointments.
3/13/2013
NICE Intros Proactive Compliance Suite for Consumer Protection for Financial Sector
NICE Systems, a provider of customer experience management solutions, is launching a Proactive Compliance Suite for Consumer Protection designed to protect financial institutions from potential risks. The solution for contact centers helps organizations ensure compliance while managing both inbound and outbound interactions across different channels
3/13/2013
Open Mobile and Cenoplex Intro First Actionable Audio Message Service
As of late, Cenoplex has begun the first commercial-scale deployment of Actionable Audio Messages over the Open Mobile network in a partnership to support Open Mobile's business and achieve more effective wireless customer communications with its subscribers. Open Mobile, a Puerto Rican mobile service provider, is the first operator to implement this game changing customer messaging service, underscoring the company's reputation for providing the best mobile experience.
3/7/2013
Leads360 Empowers Small Businesses with Advanced Sales Automation Capabilities
Leads360, a provider of cloud-based intelligent sales automation solutions, has launched a new sales CRM solution that delivers advanced sales capabilities such as e-mail marketing, automatic lead management, dialer software, and more, to small businesses.
3/7/2013
How to Grow Your Business with Outbound Telemarketing
In today's competitive call center world, it is not enough to simply advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to one day become loyal, and new customers need to be searched for.
3/6/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
eBay's New User Agreement Includes Permission to Make Outbound Robocalls
If you sign up for a new eBay account in the near future, you may want to prepare yourself. You may be about to receive outbound robocalls from the online auction giant. Starting on March 26, eBay says it will be giving itself permission to make outbound robocalls and text messages for marketing and promotional reasons. New users will be granting the company permission to do so when they create new accounts.
2/28/2013
Outbound Call Center Capabilities Enhance Communications
In today's competitive call center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
2/27/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
PPL Electric Utilities Gets Thumps Up for Responsiveness to Hurricane Sandy
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
inContact, a provider of cloud contact center software, increased earnings by 39 percent over Q4 2012, its biggest jump ever, the company has reported.
5/3/2013
Sacramento's 311 Service Teaches a Lesson in Call Center Management
Back in 2008, the city of Sacramento, California, hopped on board with a 311 service for its residents. Vastly different from the emergency 911 digits, 311 offers easy access to municipal services and information that would otherwise be difficult for some residents to find. What the city didn't anticipate was the call volume that would ensure once the service was implemented. Customer hang-ups ended up accounting for 100,000 lost calls, thus rendering the service inefficient and a misuse of tax dollars.
5/2/2013
Survey: Companies Add Marketing Resources as CEOs Take Greater Interest in Marketing Efforts
CEOs are more interested in marketing efforts by companies - while many businesses are also adding more resources to those efforts, a new survey shows.
4/29/2013
Leading BPO Selects inContact to Connect Network of Customer Support Professionals
InContact, the provider of cloud contact center software, is currently on a roll. It added seven new business process outsourcer (BPO) customers in the first quarter of 2013, and added yet another feather to its cap when it was chosen by a leading BPO to connect a large network of professionals providing customer support services.
4/25/2013
The Millennial Generation Makes Ideal Call Center Workers (Under the Right Circumstances)
In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world.
4/25/2013
Reduce the Customer Effort for Optimal Contact Center Success
It's well known that the contact center is put in place to handle customer support. Management often looks at the number of calls handled within a certain time period, the percentage of issues resolved within first contact, the number of abandoned calls when the customer has to wait too long and the number of calls completed by an agent within a specified time period.
4/24/2013
inContact Wins Vacation Timeshare Client with Cloud-Based Contact Center Software
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
VoIP Vs. Communication Regulations
There's a tight race in the realm of VoIP, with companies constantly struggling to become the top dog. In order to better help it keep its spot, AT&T is petitioning the FCC to keep VoIP services mostly deregulated, as well as help companies better move customers from traditional phone lines to Voice over Internet Protocol.
4/10/2013
inContact Expands Solutions to Support Consumers on Any Mobile Device
A recent survey by inContact and Harris Interactive that examined the state of customer service and the changing preferences of consumers showed that 70 percent of consumers felt that mobile service applications are key to customer satisfaction, interaction and loyalty.
The study shows that consumers are making less of their buying decisions based on brand loyalty, but rather on which companies can match their desired experience, at a time of their choosing.
4/2/2013
Indian BPO Firm ReachOut Technosoft Selects Dristi's AMEYO Call Center Software to Manage Calls
India's fast growing BPO firm ReachOut Technosoft Services has invested in a new contact center technology from AMEYO. The investment is expected to enable the company to expand its operations in new markets including Finance & Accounting, Human Resource, Digital Marketing and Telecom processes.
4/1/2013
inContact is One of America's 100 Most Trustworthy Companies
With an unsettling amount of corporate controversies, bailouts and bankruptcies over the recent years, investors have lost trust in some the country's largest public companies. But, there are also many corporations that are models of business integrity. To identify the most trustworthy businesses, Forbes turned to GMI Ratings (GMI), a provider of application of risk measures for financial analysis.
3/27/2013
Speed-to-Contact's Cloud-Based Auto Dialer Software Now Available in LeadiD Marketplace
Speed-to-Contact, a provider of auto dialer software, has introduced its cloud-based auto dialer solutions in LeadiD Marketplace. LeadiD is an independent, neutral, open technology platform, which tracks the origin and history of every lead event that utilizes the LeadiD system. It allows Lead Sellers and Lead Buyers to make real-time decisions based upon definitive origin and history flags that are predetermined.
3/26/2013
Patient Prompt Intros Intelligent Text Messaging as a Replacement to Dialer Software
Patient Prompt, a provider of communications technology to the healthcare community, has unveiled an intelligent two-way text/SMS messaging functionality that eliminates the need of dialer software to identify whether the phone number of a patient is mobile or landline.
3/21/2013
Idaho State Legislators' Cell Phone Numbers Revealed to Voters via Illegal Robocalls
A number of Idaho state legislators recently found themselves fielding a number of bewildering calls after their personal cell phone numbers were reportedly revealed to some constituents via mysterious robo-calls. All the legislators targeted were those in favor of setting up a state healthcare exchange under the Affordable Care Act ("Obamacare"). The callers to the legislators' had been urged by the robocalls to protest the politicians support for the exchanges.
3/21/2013
Voice2Phone Intros Improved Auto Dialer Software
These days, calling to confirm appointments wastes time and resources, but failing to remind people about scheduled obligations can also generate high expenses.
Luckily, the recently enhanced Voice2Phone Appointment Reminder system and auto dialer software now makes it possible for healthcare professionals and service providers to remind clients about upcoming appointments.
3/13/2013
NICE Intros Proactive Compliance Suite for Consumer Protection for Financial Sector
NICE Systems, a provider of customer experience management solutions, is launching a Proactive Compliance Suite for Consumer Protection designed to protect financial institutions from potential risks. The solution for contact centers helps organizations ensure compliance while managing both inbound and outbound interactions across different channels
3/13/2013
Open Mobile and Cenoplex Intro First Actionable Audio Message Service
As of late, Cenoplex has begun the first commercial-scale deployment of Actionable Audio Messages over the Open Mobile network in a partnership to support Open Mobile's business and achieve more effective wireless customer communications with its subscribers. Open Mobile, a Puerto Rican mobile service provider, is the first operator to implement this game changing customer messaging service, underscoring the company's reputation for providing the best mobile experience.
3/7/2013
Leads360 Empowers Small Businesses with Advanced Sales Automation Capabilities
Leads360, a provider of cloud-based intelligent sales automation solutions, has launched a new sales CRM solution that delivers advanced sales capabilities such as e-mail marketing, automatic lead management, dialer software, and more, to small businesses.
3/7/2013
How to Grow Your Business with Outbound Telemarketing
In today's competitive call center world, it is not enough to simply advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to one day become loyal, and new customers need to be searched for.
3/6/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
eBay's New User Agreement Includes Permission to Make Outbound Robocalls
If you sign up for a new eBay account in the near future, you may want to prepare yourself. You may be about to receive outbound robocalls from the online auction giant. Starting on March 26, eBay says it will be giving itself permission to make outbound robocalls and text messages for marketing and promotional reasons. New users will be granting the company permission to do so when they create new accounts.
2/28/2013
Outbound Call Center Capabilities Enhance Communications
In today's competitive call center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
2/27/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
PPL Electric Utilities Gets Thumps Up for Responsiveness to Hurricane Sandy
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
CEOs are more interested in marketing efforts by companies - while many businesses are also adding more resources to those efforts, a new survey shows.
4/29/2013
Leading BPO Selects inContact to Connect Network of Customer Support Professionals
InContact, the provider of cloud contact center software, is currently on a roll. It added seven new business process outsourcer (BPO) customers in the first quarter of 2013, and added yet another feather to its cap when it was chosen by a leading BPO to connect a large network of professionals providing customer support services.
4/25/2013
The Millennial Generation Makes Ideal Call Center Workers (Under the Right Circumstances)
In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world.
4/25/2013
Reduce the Customer Effort for Optimal Contact Center Success
It's well known that the contact center is put in place to handle customer support. Management often looks at the number of calls handled within a certain time period, the percentage of issues resolved within first contact, the number of abandoned calls when the customer has to wait too long and the number of calls completed by an agent within a specified time period.
4/24/2013
inContact Wins Vacation Timeshare Client with Cloud-Based Contact Center Software
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
VoIP Vs. Communication Regulations
There's a tight race in the realm of VoIP, with companies constantly struggling to become the top dog. In order to better help it keep its spot, AT&T is petitioning the FCC to keep VoIP services mostly deregulated, as well as help companies better move customers from traditional phone lines to Voice over Internet Protocol.
4/10/2013
inContact Expands Solutions to Support Consumers on Any Mobile Device
A recent survey by inContact and Harris Interactive that examined the state of customer service and the changing preferences of consumers showed that 70 percent of consumers felt that mobile service applications are key to customer satisfaction, interaction and loyalty.
The study shows that consumers are making less of their buying decisions based on brand loyalty, but rather on which companies can match their desired experience, at a time of their choosing.
4/2/2013
Indian BPO Firm ReachOut Technosoft Selects Dristi's AMEYO Call Center Software to Manage Calls
India's fast growing BPO firm ReachOut Technosoft Services has invested in a new contact center technology from AMEYO. The investment is expected to enable the company to expand its operations in new markets including Finance & Accounting, Human Resource, Digital Marketing and Telecom processes.
4/1/2013
inContact is One of America's 100 Most Trustworthy Companies
With an unsettling amount of corporate controversies, bailouts and bankruptcies over the recent years, investors have lost trust in some the country's largest public companies. But, there are also many corporations that are models of business integrity. To identify the most trustworthy businesses, Forbes turned to GMI Ratings (GMI), a provider of application of risk measures for financial analysis.
3/27/2013
Speed-to-Contact's Cloud-Based Auto Dialer Software Now Available in LeadiD Marketplace
Speed-to-Contact, a provider of auto dialer software, has introduced its cloud-based auto dialer solutions in LeadiD Marketplace. LeadiD is an independent, neutral, open technology platform, which tracks the origin and history of every lead event that utilizes the LeadiD system. It allows Lead Sellers and Lead Buyers to make real-time decisions based upon definitive origin and history flags that are predetermined.
3/26/2013
Patient Prompt Intros Intelligent Text Messaging as a Replacement to Dialer Software
Patient Prompt, a provider of communications technology to the healthcare community, has unveiled an intelligent two-way text/SMS messaging functionality that eliminates the need of dialer software to identify whether the phone number of a patient is mobile or landline.
3/21/2013
Idaho State Legislators' Cell Phone Numbers Revealed to Voters via Illegal Robocalls
A number of Idaho state legislators recently found themselves fielding a number of bewildering calls after their personal cell phone numbers were reportedly revealed to some constituents via mysterious robo-calls. All the legislators targeted were those in favor of setting up a state healthcare exchange under the Affordable Care Act ("Obamacare"). The callers to the legislators' had been urged by the robocalls to protest the politicians support for the exchanges.
3/21/2013
Voice2Phone Intros Improved Auto Dialer Software
These days, calling to confirm appointments wastes time and resources, but failing to remind people about scheduled obligations can also generate high expenses.
Luckily, the recently enhanced Voice2Phone Appointment Reminder system and auto dialer software now makes it possible for healthcare professionals and service providers to remind clients about upcoming appointments.
3/13/2013
NICE Intros Proactive Compliance Suite for Consumer Protection for Financial Sector
NICE Systems, a provider of customer experience management solutions, is launching a Proactive Compliance Suite for Consumer Protection designed to protect financial institutions from potential risks. The solution for contact centers helps organizations ensure compliance while managing both inbound and outbound interactions across different channels
3/13/2013
Open Mobile and Cenoplex Intro First Actionable Audio Message Service
As of late, Cenoplex has begun the first commercial-scale deployment of Actionable Audio Messages over the Open Mobile network in a partnership to support Open Mobile's business and achieve more effective wireless customer communications with its subscribers. Open Mobile, a Puerto Rican mobile service provider, is the first operator to implement this game changing customer messaging service, underscoring the company's reputation for providing the best mobile experience.
3/7/2013
Leads360 Empowers Small Businesses with Advanced Sales Automation Capabilities
Leads360, a provider of cloud-based intelligent sales automation solutions, has launched a new sales CRM solution that delivers advanced sales capabilities such as e-mail marketing, automatic lead management, dialer software, and more, to small businesses.
3/7/2013
How to Grow Your Business with Outbound Telemarketing
In today's competitive call center world, it is not enough to simply advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to one day become loyal, and new customers need to be searched for.
3/6/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
eBay's New User Agreement Includes Permission to Make Outbound Robocalls
If you sign up for a new eBay account in the near future, you may want to prepare yourself. You may be about to receive outbound robocalls from the online auction giant. Starting on March 26, eBay says it will be giving itself permission to make outbound robocalls and text messages for marketing and promotional reasons. New users will be granting the company permission to do so when they create new accounts.
2/28/2013
Outbound Call Center Capabilities Enhance Communications
In today's competitive call center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
2/27/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
PPL Electric Utilities Gets Thumps Up for Responsiveness to Hurricane Sandy
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world.
4/25/2013
Reduce the Customer Effort for Optimal Contact Center Success
It's well known that the contact center is put in place to handle customer support. Management often looks at the number of calls handled within a certain time period, the percentage of issues resolved within first contact, the number of abandoned calls when the customer has to wait too long and the number of calls completed by an agent within a specified time period.
4/24/2013
inContact Wins Vacation Timeshare Client with Cloud-Based Contact Center Software
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
VoIP Vs. Communication Regulations
There's a tight race in the realm of VoIP, with companies constantly struggling to become the top dog. In order to better help it keep its spot, AT&T is petitioning the FCC to keep VoIP services mostly deregulated, as well as help companies better move customers from traditional phone lines to Voice over Internet Protocol.
4/10/2013
inContact Expands Solutions to Support Consumers on Any Mobile Device
A recent survey by inContact and Harris Interactive that examined the state of customer service and the changing preferences of consumers showed that 70 percent of consumers felt that mobile service applications are key to customer satisfaction, interaction and loyalty.
The study shows that consumers are making less of their buying decisions based on brand loyalty, but rather on which companies can match their desired experience, at a time of their choosing.
4/2/2013
Indian BPO Firm ReachOut Technosoft Selects Dristi's AMEYO Call Center Software to Manage Calls
India's fast growing BPO firm ReachOut Technosoft Services has invested in a new contact center technology from AMEYO. The investment is expected to enable the company to expand its operations in new markets including Finance & Accounting, Human Resource, Digital Marketing and Telecom processes.
4/1/2013
inContact is One of America's 100 Most Trustworthy Companies
With an unsettling amount of corporate controversies, bailouts and bankruptcies over the recent years, investors have lost trust in some the country's largest public companies. But, there are also many corporations that are models of business integrity. To identify the most trustworthy businesses, Forbes turned to GMI Ratings (GMI), a provider of application of risk measures for financial analysis.
3/27/2013
Speed-to-Contact's Cloud-Based Auto Dialer Software Now Available in LeadiD Marketplace
Speed-to-Contact, a provider of auto dialer software, has introduced its cloud-based auto dialer solutions in LeadiD Marketplace. LeadiD is an independent, neutral, open technology platform, which tracks the origin and history of every lead event that utilizes the LeadiD system. It allows Lead Sellers and Lead Buyers to make real-time decisions based upon definitive origin and history flags that are predetermined.
3/26/2013
Patient Prompt Intros Intelligent Text Messaging as a Replacement to Dialer Software
Patient Prompt, a provider of communications technology to the healthcare community, has unveiled an intelligent two-way text/SMS messaging functionality that eliminates the need of dialer software to identify whether the phone number of a patient is mobile or landline.
3/21/2013
Idaho State Legislators' Cell Phone Numbers Revealed to Voters via Illegal Robocalls
A number of Idaho state legislators recently found themselves fielding a number of bewildering calls after their personal cell phone numbers were reportedly revealed to some constituents via mysterious robo-calls. All the legislators targeted were those in favor of setting up a state healthcare exchange under the Affordable Care Act ("Obamacare"). The callers to the legislators' had been urged by the robocalls to protest the politicians support for the exchanges.
3/21/2013
Voice2Phone Intros Improved Auto Dialer Software
These days, calling to confirm appointments wastes time and resources, but failing to remind people about scheduled obligations can also generate high expenses.
Luckily, the recently enhanced Voice2Phone Appointment Reminder system and auto dialer software now makes it possible for healthcare professionals and service providers to remind clients about upcoming appointments.
3/13/2013
NICE Intros Proactive Compliance Suite for Consumer Protection for Financial Sector
NICE Systems, a provider of customer experience management solutions, is launching a Proactive Compliance Suite for Consumer Protection designed to protect financial institutions from potential risks. The solution for contact centers helps organizations ensure compliance while managing both inbound and outbound interactions across different channels
3/13/2013
Open Mobile and Cenoplex Intro First Actionable Audio Message Service
As of late, Cenoplex has begun the first commercial-scale deployment of Actionable Audio Messages over the Open Mobile network in a partnership to support Open Mobile's business and achieve more effective wireless customer communications with its subscribers. Open Mobile, a Puerto Rican mobile service provider, is the first operator to implement this game changing customer messaging service, underscoring the company's reputation for providing the best mobile experience.
3/7/2013
Leads360 Empowers Small Businesses with Advanced Sales Automation Capabilities
Leads360, a provider of cloud-based intelligent sales automation solutions, has launched a new sales CRM solution that delivers advanced sales capabilities such as e-mail marketing, automatic lead management, dialer software, and more, to small businesses.
3/7/2013
How to Grow Your Business with Outbound Telemarketing
In today's competitive call center world, it is not enough to simply advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to one day become loyal, and new customers need to be searched for.
3/6/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
eBay's New User Agreement Includes Permission to Make Outbound Robocalls
If you sign up for a new eBay account in the near future, you may want to prepare yourself. You may be about to receive outbound robocalls from the online auction giant. Starting on March 26, eBay says it will be giving itself permission to make outbound robocalls and text messages for marketing and promotional reasons. New users will be granting the company permission to do so when they create new accounts.
2/28/2013
Outbound Call Center Capabilities Enhance Communications
In today's competitive call center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
2/27/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
PPL Electric Utilities Gets Thumps Up for Responsiveness to Hurricane Sandy
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
VoIP Vs. Communication Regulations
There's a tight race in the realm of VoIP, with companies constantly struggling to become the top dog. In order to better help it keep its spot, AT&T is petitioning the FCC to keep VoIP services mostly deregulated, as well as help companies better move customers from traditional phone lines to Voice over Internet Protocol.
4/10/2013
inContact Expands Solutions to Support Consumers on Any Mobile Device
A recent survey by inContact and Harris Interactive that examined the state of customer service and the changing preferences of consumers showed that 70 percent of consumers felt that mobile service applications are key to customer satisfaction, interaction and loyalty.
The study shows that consumers are making less of their buying decisions based on brand loyalty, but rather on which companies can match their desired experience, at a time of their choosing.
4/2/2013
Indian BPO Firm ReachOut Technosoft Selects Dristi's AMEYO Call Center Software to Manage Calls
India's fast growing BPO firm ReachOut Technosoft Services has invested in a new contact center technology from AMEYO. The investment is expected to enable the company to expand its operations in new markets including Finance & Accounting, Human Resource, Digital Marketing and Telecom processes.
4/1/2013
inContact is One of America's 100 Most Trustworthy Companies
With an unsettling amount of corporate controversies, bailouts and bankruptcies over the recent years, investors have lost trust in some the country's largest public companies. But, there are also many corporations that are models of business integrity. To identify the most trustworthy businesses, Forbes turned to GMI Ratings (GMI), a provider of application of risk measures for financial analysis.
3/27/2013
Speed-to-Contact's Cloud-Based Auto Dialer Software Now Available in LeadiD Marketplace
Speed-to-Contact, a provider of auto dialer software, has introduced its cloud-based auto dialer solutions in LeadiD Marketplace. LeadiD is an independent, neutral, open technology platform, which tracks the origin and history of every lead event that utilizes the LeadiD system. It allows Lead Sellers and Lead Buyers to make real-time decisions based upon definitive origin and history flags that are predetermined.
3/26/2013
Patient Prompt Intros Intelligent Text Messaging as a Replacement to Dialer Software
Patient Prompt, a provider of communications technology to the healthcare community, has unveiled an intelligent two-way text/SMS messaging functionality that eliminates the need of dialer software to identify whether the phone number of a patient is mobile or landline.
3/21/2013
Idaho State Legislators' Cell Phone Numbers Revealed to Voters via Illegal Robocalls
A number of Idaho state legislators recently found themselves fielding a number of bewildering calls after their personal cell phone numbers were reportedly revealed to some constituents via mysterious robo-calls. All the legislators targeted were those in favor of setting up a state healthcare exchange under the Affordable Care Act ("Obamacare"). The callers to the legislators' had been urged by the robocalls to protest the politicians support for the exchanges.
3/21/2013
Voice2Phone Intros Improved Auto Dialer Software
These days, calling to confirm appointments wastes time and resources, but failing to remind people about scheduled obligations can also generate high expenses.
Luckily, the recently enhanced Voice2Phone Appointment Reminder system and auto dialer software now makes it possible for healthcare professionals and service providers to remind clients about upcoming appointments.
3/13/2013
NICE Intros Proactive Compliance Suite for Consumer Protection for Financial Sector
NICE Systems, a provider of customer experience management solutions, is launching a Proactive Compliance Suite for Consumer Protection designed to protect financial institutions from potential risks. The solution for contact centers helps organizations ensure compliance while managing both inbound and outbound interactions across different channels
3/13/2013
Open Mobile and Cenoplex Intro First Actionable Audio Message Service
As of late, Cenoplex has begun the first commercial-scale deployment of Actionable Audio Messages over the Open Mobile network in a partnership to support Open Mobile's business and achieve more effective wireless customer communications with its subscribers. Open Mobile, a Puerto Rican mobile service provider, is the first operator to implement this game changing customer messaging service, underscoring the company's reputation for providing the best mobile experience.
3/7/2013
Leads360 Empowers Small Businesses with Advanced Sales Automation Capabilities
Leads360, a provider of cloud-based intelligent sales automation solutions, has launched a new sales CRM solution that delivers advanced sales capabilities such as e-mail marketing, automatic lead management, dialer software, and more, to small businesses.
3/7/2013
How to Grow Your Business with Outbound Telemarketing
In today's competitive call center world, it is not enough to simply advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to one day become loyal, and new customers need to be searched for.
3/6/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
eBay's New User Agreement Includes Permission to Make Outbound Robocalls
If you sign up for a new eBay account in the near future, you may want to prepare yourself. You may be about to receive outbound robocalls from the online auction giant. Starting on March 26, eBay says it will be giving itself permission to make outbound robocalls and text messages for marketing and promotional reasons. New users will be granting the company permission to do so when they create new accounts.
2/28/2013
Outbound Call Center Capabilities Enhance Communications
In today's competitive call center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
2/27/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
PPL Electric Utilities Gets Thumps Up for Responsiveness to Hurricane Sandy
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
VoIP Vs. Communication Regulations
There's a tight race in the realm of VoIP, with companies constantly struggling to become the top dog. In order to better help it keep its spot, AT&T is petitioning the FCC to keep VoIP services mostly deregulated, as well as help companies better move customers from traditional phone lines to Voice over Internet Protocol.
4/10/2013
inContact Expands Solutions to Support Consumers on Any Mobile Device
A recent survey by inContact and Harris Interactive that examined the state of customer service and the changing preferences of consumers showed that 70 percent of consumers felt that mobile service applications are key to customer satisfaction, interaction and loyalty.
The study shows that consumers are making less of their buying decisions based on brand loyalty, but rather on which companies can match their desired experience, at a time of their choosing.
4/2/2013
Indian BPO Firm ReachOut Technosoft Selects Dristi's AMEYO Call Center Software to Manage Calls
India's fast growing BPO firm ReachOut Technosoft Services has invested in a new contact center technology from AMEYO. The investment is expected to enable the company to expand its operations in new markets including Finance & Accounting, Human Resource, Digital Marketing and Telecom processes.
4/1/2013
inContact is One of America's 100 Most Trustworthy Companies
With an unsettling amount of corporate controversies, bailouts and bankruptcies over the recent years, investors have lost trust in some the country's largest public companies. But, there are also many corporations that are models of business integrity. To identify the most trustworthy businesses, Forbes turned to GMI Ratings (GMI), a provider of application of risk measures for financial analysis.
3/27/2013
Speed-to-Contact's Cloud-Based Auto Dialer Software Now Available in LeadiD Marketplace
Speed-to-Contact, a provider of auto dialer software, has introduced its cloud-based auto dialer solutions in LeadiD Marketplace. LeadiD is an independent, neutral, open technology platform, which tracks the origin and history of every lead event that utilizes the LeadiD system. It allows Lead Sellers and Lead Buyers to make real-time decisions based upon definitive origin and history flags that are predetermined.
3/26/2013
Patient Prompt Intros Intelligent Text Messaging as a Replacement to Dialer Software
Patient Prompt, a provider of communications technology to the healthcare community, has unveiled an intelligent two-way text/SMS messaging functionality that eliminates the need of dialer software to identify whether the phone number of a patient is mobile or landline.
3/21/2013
Idaho State Legislators' Cell Phone Numbers Revealed to Voters via Illegal Robocalls
A number of Idaho state legislators recently found themselves fielding a number of bewildering calls after their personal cell phone numbers were reportedly revealed to some constituents via mysterious robo-calls. All the legislators targeted were those in favor of setting up a state healthcare exchange under the Affordable Care Act ("Obamacare"). The callers to the legislators' had been urged by the robocalls to protest the politicians support for the exchanges.
3/21/2013
Voice2Phone Intros Improved Auto Dialer Software
These days, calling to confirm appointments wastes time and resources, but failing to remind people about scheduled obligations can also generate high expenses.
Luckily, the recently enhanced Voice2Phone Appointment Reminder system and auto dialer software now makes it possible for healthcare professionals and service providers to remind clients about upcoming appointments.
3/13/2013
NICE Intros Proactive Compliance Suite for Consumer Protection for Financial Sector
NICE Systems, a provider of customer experience management solutions, is launching a Proactive Compliance Suite for Consumer Protection designed to protect financial institutions from potential risks. The solution for contact centers helps organizations ensure compliance while managing both inbound and outbound interactions across different channels
3/13/2013
Open Mobile and Cenoplex Intro First Actionable Audio Message Service
As of late, Cenoplex has begun the first commercial-scale deployment of Actionable Audio Messages over the Open Mobile network in a partnership to support Open Mobile's business and achieve more effective wireless customer communications with its subscribers. Open Mobile, a Puerto Rican mobile service provider, is the first operator to implement this game changing customer messaging service, underscoring the company's reputation for providing the best mobile experience.
3/7/2013
Leads360 Empowers Small Businesses with Advanced Sales Automation Capabilities
Leads360, a provider of cloud-based intelligent sales automation solutions, has launched a new sales CRM solution that delivers advanced sales capabilities such as e-mail marketing, automatic lead management, dialer software, and more, to small businesses.
3/7/2013
How to Grow Your Business with Outbound Telemarketing
In today's competitive call center world, it is not enough to simply advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to one day become loyal, and new customers need to be searched for.
3/6/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
eBay's New User Agreement Includes Permission to Make Outbound Robocalls
If you sign up for a new eBay account in the near future, you may want to prepare yourself. You may be about to receive outbound robocalls from the online auction giant. Starting on March 26, eBay says it will be giving itself permission to make outbound robocalls and text messages for marketing and promotional reasons. New users will be granting the company permission to do so when they create new accounts.
2/28/2013
Outbound Call Center Capabilities Enhance Communications
In today's competitive call center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
2/27/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
PPL Electric Utilities Gets Thumps Up for Responsiveness to Hurricane Sandy
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
There's a tight race in the realm of VoIP, with companies constantly struggling to become the top dog. In order to better help it keep its spot, AT&T is petitioning the FCC to keep VoIP services mostly deregulated, as well as help companies better move customers from traditional phone lines to Voice over Internet Protocol.
4/10/2013
inContact Expands Solutions to Support Consumers on Any Mobile Device
A recent survey by inContact and Harris Interactive that examined the state of customer service and the changing preferences of consumers showed that 70 percent of consumers felt that mobile service applications are key to customer satisfaction, interaction and loyalty.
The study shows that consumers are making less of their buying decisions based on brand loyalty, but rather on which companies can match their desired experience, at a time of their choosing.
4/2/2013
Indian BPO Firm ReachOut Technosoft Selects Dristi's AMEYO Call Center Software to Manage Calls
India's fast growing BPO firm ReachOut Technosoft Services has invested in a new contact center technology from AMEYO. The investment is expected to enable the company to expand its operations in new markets including Finance & Accounting, Human Resource, Digital Marketing and Telecom processes.
4/1/2013
inContact is One of America's 100 Most Trustworthy Companies
With an unsettling amount of corporate controversies, bailouts and bankruptcies over the recent years, investors have lost trust in some the country's largest public companies. But, there are also many corporations that are models of business integrity. To identify the most trustworthy businesses, Forbes turned to GMI Ratings (GMI), a provider of application of risk measures for financial analysis.
3/27/2013
Speed-to-Contact's Cloud-Based Auto Dialer Software Now Available in LeadiD Marketplace
Speed-to-Contact, a provider of auto dialer software, has introduced its cloud-based auto dialer solutions in LeadiD Marketplace. LeadiD is an independent, neutral, open technology platform, which tracks the origin and history of every lead event that utilizes the LeadiD system. It allows Lead Sellers and Lead Buyers to make real-time decisions based upon definitive origin and history flags that are predetermined.
3/26/2013
Patient Prompt Intros Intelligent Text Messaging as a Replacement to Dialer Software
Patient Prompt, a provider of communications technology to the healthcare community, has unveiled an intelligent two-way text/SMS messaging functionality that eliminates the need of dialer software to identify whether the phone number of a patient is mobile or landline.
3/21/2013
Idaho State Legislators' Cell Phone Numbers Revealed to Voters via Illegal Robocalls
A number of Idaho state legislators recently found themselves fielding a number of bewildering calls after their personal cell phone numbers were reportedly revealed to some constituents via mysterious robo-calls. All the legislators targeted were those in favor of setting up a state healthcare exchange under the Affordable Care Act ("Obamacare"). The callers to the legislators' had been urged by the robocalls to protest the politicians support for the exchanges.
3/21/2013
Voice2Phone Intros Improved Auto Dialer Software
These days, calling to confirm appointments wastes time and resources, but failing to remind people about scheduled obligations can also generate high expenses.
Luckily, the recently enhanced Voice2Phone Appointment Reminder system and auto dialer software now makes it possible for healthcare professionals and service providers to remind clients about upcoming appointments.
3/13/2013
NICE Intros Proactive Compliance Suite for Consumer Protection for Financial Sector
NICE Systems, a provider of customer experience management solutions, is launching a Proactive Compliance Suite for Consumer Protection designed to protect financial institutions from potential risks. The solution for contact centers helps organizations ensure compliance while managing both inbound and outbound interactions across different channels
3/13/2013
Open Mobile and Cenoplex Intro First Actionable Audio Message Service
As of late, Cenoplex has begun the first commercial-scale deployment of Actionable Audio Messages over the Open Mobile network in a partnership to support Open Mobile's business and achieve more effective wireless customer communications with its subscribers. Open Mobile, a Puerto Rican mobile service provider, is the first operator to implement this game changing customer messaging service, underscoring the company's reputation for providing the best mobile experience.
3/7/2013
Leads360 Empowers Small Businesses with Advanced Sales Automation Capabilities
Leads360, a provider of cloud-based intelligent sales automation solutions, has launched a new sales CRM solution that delivers advanced sales capabilities such as e-mail marketing, automatic lead management, dialer software, and more, to small businesses.
3/7/2013
How to Grow Your Business with Outbound Telemarketing
In today's competitive call center world, it is not enough to simply advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to one day become loyal, and new customers need to be searched for.
3/6/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
eBay's New User Agreement Includes Permission to Make Outbound Robocalls
If you sign up for a new eBay account in the near future, you may want to prepare yourself. You may be about to receive outbound robocalls from the online auction giant. Starting on March 26, eBay says it will be giving itself permission to make outbound robocalls and text messages for marketing and promotional reasons. New users will be granting the company permission to do so when they create new accounts.
2/28/2013
Outbound Call Center Capabilities Enhance Communications
In today's competitive call center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
2/27/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
PPL Electric Utilities Gets Thumps Up for Responsiveness to Hurricane Sandy
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
India's fast growing BPO firm ReachOut Technosoft Services has invested in a new contact center technology from AMEYO. The investment is expected to enable the company to expand its operations in new markets including Finance & Accounting, Human Resource, Digital Marketing and Telecom processes.
4/1/2013
inContact is One of America's 100 Most Trustworthy Companies
With an unsettling amount of corporate controversies, bailouts and bankruptcies over the recent years, investors have lost trust in some the country's largest public companies. But, there are also many corporations that are models of business integrity. To identify the most trustworthy businesses, Forbes turned to GMI Ratings (GMI), a provider of application of risk measures for financial analysis.
3/27/2013
Speed-to-Contact's Cloud-Based Auto Dialer Software Now Available in LeadiD Marketplace
Speed-to-Contact, a provider of auto dialer software, has introduced its cloud-based auto dialer solutions in LeadiD Marketplace. LeadiD is an independent, neutral, open technology platform, which tracks the origin and history of every lead event that utilizes the LeadiD system. It allows Lead Sellers and Lead Buyers to make real-time decisions based upon definitive origin and history flags that are predetermined.
3/26/2013
Patient Prompt Intros Intelligent Text Messaging as a Replacement to Dialer Software
Patient Prompt, a provider of communications technology to the healthcare community, has unveiled an intelligent two-way text/SMS messaging functionality that eliminates the need of dialer software to identify whether the phone number of a patient is mobile or landline.
3/21/2013
Idaho State Legislators' Cell Phone Numbers Revealed to Voters via Illegal Robocalls
A number of Idaho state legislators recently found themselves fielding a number of bewildering calls after their personal cell phone numbers were reportedly revealed to some constituents via mysterious robo-calls. All the legislators targeted were those in favor of setting up a state healthcare exchange under the Affordable Care Act ("Obamacare"). The callers to the legislators' had been urged by the robocalls to protest the politicians support for the exchanges.
3/21/2013
Voice2Phone Intros Improved Auto Dialer Software
These days, calling to confirm appointments wastes time and resources, but failing to remind people about scheduled obligations can also generate high expenses.
Luckily, the recently enhanced Voice2Phone Appointment Reminder system and auto dialer software now makes it possible for healthcare professionals and service providers to remind clients about upcoming appointments.
3/13/2013
NICE Intros Proactive Compliance Suite for Consumer Protection for Financial Sector
NICE Systems, a provider of customer experience management solutions, is launching a Proactive Compliance Suite for Consumer Protection designed to protect financial institutions from potential risks. The solution for contact centers helps organizations ensure compliance while managing both inbound and outbound interactions across different channels
3/13/2013
Open Mobile and Cenoplex Intro First Actionable Audio Message Service
As of late, Cenoplex has begun the first commercial-scale deployment of Actionable Audio Messages over the Open Mobile network in a partnership to support Open Mobile's business and achieve more effective wireless customer communications with its subscribers. Open Mobile, a Puerto Rican mobile service provider, is the first operator to implement this game changing customer messaging service, underscoring the company's reputation for providing the best mobile experience.
3/7/2013
Leads360 Empowers Small Businesses with Advanced Sales Automation Capabilities
Leads360, a provider of cloud-based intelligent sales automation solutions, has launched a new sales CRM solution that delivers advanced sales capabilities such as e-mail marketing, automatic lead management, dialer software, and more, to small businesses.
3/7/2013
How to Grow Your Business with Outbound Telemarketing
In today's competitive call center world, it is not enough to simply advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to one day become loyal, and new customers need to be searched for.
3/6/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
eBay's New User Agreement Includes Permission to Make Outbound Robocalls
If you sign up for a new eBay account in the near future, you may want to prepare yourself. You may be about to receive outbound robocalls from the online auction giant. Starting on March 26, eBay says it will be giving itself permission to make outbound robocalls and text messages for marketing and promotional reasons. New users will be granting the company permission to do so when they create new accounts.
2/28/2013
Outbound Call Center Capabilities Enhance Communications
In today's competitive call center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
2/27/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
PPL Electric Utilities Gets Thumps Up for Responsiveness to Hurricane Sandy
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
Speed-to-Contact, a provider of auto dialer software, has introduced its cloud-based auto dialer solutions in LeadiD Marketplace. LeadiD is an independent, neutral, open technology platform, which tracks the origin and history of every lead event that utilizes the LeadiD system. It allows Lead Sellers and Lead Buyers to make real-time decisions based upon definitive origin and history flags that are predetermined.
3/26/2013
Patient Prompt Intros Intelligent Text Messaging as a Replacement to Dialer Software
Patient Prompt, a provider of communications technology to the healthcare community, has unveiled an intelligent two-way text/SMS messaging functionality that eliminates the need of dialer software to identify whether the phone number of a patient is mobile or landline.
3/21/2013
Idaho State Legislators' Cell Phone Numbers Revealed to Voters via Illegal Robocalls
A number of Idaho state legislators recently found themselves fielding a number of bewildering calls after their personal cell phone numbers were reportedly revealed to some constituents via mysterious robo-calls. All the legislators targeted were those in favor of setting up a state healthcare exchange under the Affordable Care Act ("Obamacare"). The callers to the legislators' had been urged by the robocalls to protest the politicians support for the exchanges.
3/21/2013
Voice2Phone Intros Improved Auto Dialer Software
These days, calling to confirm appointments wastes time and resources, but failing to remind people about scheduled obligations can also generate high expenses.
Luckily, the recently enhanced Voice2Phone Appointment Reminder system and auto dialer software now makes it possible for healthcare professionals and service providers to remind clients about upcoming appointments.
3/13/2013
NICE Intros Proactive Compliance Suite for Consumer Protection for Financial Sector
NICE Systems, a provider of customer experience management solutions, is launching a Proactive Compliance Suite for Consumer Protection designed to protect financial institutions from potential risks. The solution for contact centers helps organizations ensure compliance while managing both inbound and outbound interactions across different channels
3/13/2013
Open Mobile and Cenoplex Intro First Actionable Audio Message Service
As of late, Cenoplex has begun the first commercial-scale deployment of Actionable Audio Messages over the Open Mobile network in a partnership to support Open Mobile's business and achieve more effective wireless customer communications with its subscribers. Open Mobile, a Puerto Rican mobile service provider, is the first operator to implement this game changing customer messaging service, underscoring the company's reputation for providing the best mobile experience.
3/7/2013
Leads360 Empowers Small Businesses with Advanced Sales Automation Capabilities
Leads360, a provider of cloud-based intelligent sales automation solutions, has launched a new sales CRM solution that delivers advanced sales capabilities such as e-mail marketing, automatic lead management, dialer software, and more, to small businesses.
3/7/2013
How to Grow Your Business with Outbound Telemarketing
In today's competitive call center world, it is not enough to simply advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to one day become loyal, and new customers need to be searched for.
3/6/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
eBay's New User Agreement Includes Permission to Make Outbound Robocalls
If you sign up for a new eBay account in the near future, you may want to prepare yourself. You may be about to receive outbound robocalls from the online auction giant. Starting on March 26, eBay says it will be giving itself permission to make outbound robocalls and text messages for marketing and promotional reasons. New users will be granting the company permission to do so when they create new accounts.
2/28/2013
Outbound Call Center Capabilities Enhance Communications
In today's competitive call center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
2/27/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
PPL Electric Utilities Gets Thumps Up for Responsiveness to Hurricane Sandy
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
A number of Idaho state legislators recently found themselves fielding a number of bewildering calls after their personal cell phone numbers were reportedly revealed to some constituents via mysterious robo-calls. All the legislators targeted were those in favor of setting up a state healthcare exchange under the Affordable Care Act ("Obamacare"). The callers to the legislators' had been urged by the robocalls to protest the politicians support for the exchanges.
3/21/2013
Voice2Phone Intros Improved Auto Dialer Software
These days, calling to confirm appointments wastes time and resources, but failing to remind people about scheduled obligations can also generate high expenses.
Luckily, the recently enhanced Voice2Phone Appointment Reminder system and auto dialer software now makes it possible for healthcare professionals and service providers to remind clients about upcoming appointments.
3/13/2013
NICE Intros Proactive Compliance Suite for Consumer Protection for Financial Sector
NICE Systems, a provider of customer experience management solutions, is launching a Proactive Compliance Suite for Consumer Protection designed to protect financial institutions from potential risks. The solution for contact centers helps organizations ensure compliance while managing both inbound and outbound interactions across different channels
3/13/2013
Open Mobile and Cenoplex Intro First Actionable Audio Message Service
As of late, Cenoplex has begun the first commercial-scale deployment of Actionable Audio Messages over the Open Mobile network in a partnership to support Open Mobile's business and achieve more effective wireless customer communications with its subscribers. Open Mobile, a Puerto Rican mobile service provider, is the first operator to implement this game changing customer messaging service, underscoring the company's reputation for providing the best mobile experience.
3/7/2013
Leads360 Empowers Small Businesses with Advanced Sales Automation Capabilities
Leads360, a provider of cloud-based intelligent sales automation solutions, has launched a new sales CRM solution that delivers advanced sales capabilities such as e-mail marketing, automatic lead management, dialer software, and more, to small businesses.
3/7/2013
How to Grow Your Business with Outbound Telemarketing
In today's competitive call center world, it is not enough to simply advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to one day become loyal, and new customers need to be searched for.
3/6/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
eBay's New User Agreement Includes Permission to Make Outbound Robocalls
If you sign up for a new eBay account in the near future, you may want to prepare yourself. You may be about to receive outbound robocalls from the online auction giant. Starting on March 26, eBay says it will be giving itself permission to make outbound robocalls and text messages for marketing and promotional reasons. New users will be granting the company permission to do so when they create new accounts.
2/28/2013
Outbound Call Center Capabilities Enhance Communications
In today's competitive call center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
2/27/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
PPL Electric Utilities Gets Thumps Up for Responsiveness to Hurricane Sandy
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
NICE Systems, a provider of customer experience management solutions, is launching a Proactive Compliance Suite for Consumer Protection designed to protect financial institutions from potential risks. The solution for contact centers helps organizations ensure compliance while managing both inbound and outbound interactions across different channels
3/13/2013
Open Mobile and Cenoplex Intro First Actionable Audio Message Service
As of late, Cenoplex has begun the first commercial-scale deployment of Actionable Audio Messages over the Open Mobile network in a partnership to support Open Mobile's business and achieve more effective wireless customer communications with its subscribers. Open Mobile, a Puerto Rican mobile service provider, is the first operator to implement this game changing customer messaging service, underscoring the company's reputation for providing the best mobile experience.
3/7/2013
Leads360 Empowers Small Businesses with Advanced Sales Automation Capabilities
Leads360, a provider of cloud-based intelligent sales automation solutions, has launched a new sales CRM solution that delivers advanced sales capabilities such as e-mail marketing, automatic lead management, dialer software, and more, to small businesses.
3/7/2013
How to Grow Your Business with Outbound Telemarketing
In today's competitive call center world, it is not enough to simply advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to one day become loyal, and new customers need to be searched for.
3/6/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
eBay's New User Agreement Includes Permission to Make Outbound Robocalls
If you sign up for a new eBay account in the near future, you may want to prepare yourself. You may be about to receive outbound robocalls from the online auction giant. Starting on March 26, eBay says it will be giving itself permission to make outbound robocalls and text messages for marketing and promotional reasons. New users will be granting the company permission to do so when they create new accounts.
2/28/2013
Outbound Call Center Capabilities Enhance Communications
In today's competitive call center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
2/27/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
PPL Electric Utilities Gets Thumps Up for Responsiveness to Hurricane Sandy
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
Leads360, a provider of cloud-based intelligent sales automation solutions, has launched a new sales CRM solution that delivers advanced sales capabilities such as e-mail marketing, automatic lead management, dialer software, and more, to small businesses.
3/7/2013
How to Grow Your Business with Outbound Telemarketing
In today's competitive call center world, it is not enough to simply advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to one day become loyal, and new customers need to be searched for.
3/6/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
eBay's New User Agreement Includes Permission to Make Outbound Robocalls
If you sign up for a new eBay account in the near future, you may want to prepare yourself. You may be about to receive outbound robocalls from the online auction giant. Starting on March 26, eBay says it will be giving itself permission to make outbound robocalls and text messages for marketing and promotional reasons. New users will be granting the company permission to do so when they create new accounts.
2/28/2013
Outbound Call Center Capabilities Enhance Communications
In today's competitive call center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
2/27/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
PPL Electric Utilities Gets Thumps Up for Responsiveness to Hurricane Sandy
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
eBay's New User Agreement Includes Permission to Make Outbound Robocalls
If you sign up for a new eBay account in the near future, you may want to prepare yourself. You may be about to receive outbound robocalls from the online auction giant. Starting on March 26, eBay says it will be giving itself permission to make outbound robocalls and text messages for marketing and promotional reasons. New users will be granting the company permission to do so when they create new accounts.
2/28/2013
Outbound Call Center Capabilities Enhance Communications
In today's competitive call center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
2/27/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
PPL Electric Utilities Gets Thumps Up for Responsiveness to Hurricane Sandy
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
In today's competitive call center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
2/27/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
PPL Electric Utilities Gets Thumps Up for Responsiveness to Hurricane Sandy
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
Communications technologies find their real meaning during disasters. Companies that used advanced technologies like social media, outbound dialers, e-mail and text messaging in customer interactions were at a winning edge while handling Hurricane Sandy. PPL Electric Utilities belonged to the category of companies that intelligently used the technologies to communicate with its customers when Hurricane Sandy wreaked havoc in several places in East Coast.
2/27/2013
Toshiba Intros Call Manager Mobile for Android
Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba) has unveiled a new mobile application that empowers users to take their office calls and instant messages on their Android mobile phones. The new Call Manager Mobile for Android is designed for Toshiba's VIPedge cloud-based business telephone solution.
2/26/2013
inContact Unveils Theme for User Conference: 'Building Tomorrow's Contact Center Today'
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
What's in store for the contact center of tomorrow? While nobody knows for sure, we can make some educated guesses based on the way technology is changing the call center today.
2/25/2013
ShoreTel ECC8 Enables Multi-channel, Multi-Device Contact Centers in Enterprises
ShoreTel, a provider of unified communications, has launched Enterprise Contact Center 8 (ECC8) offering better insight on customer experience via real-time reporting and interaction reports for Web chat, e-mail and voice conversations.
2/22/2013
inContact Provides Improved Dialer Software to Better Blend Inbound and Outbound Calls
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
Let's face it, working in a call center can be a thankless job, especially if you're the one calling customers. As such, anything that can make the work easier for both the agent and customer alike is good to have, and inContact is helping there with its new Dialer. inContact's Dialer helps better blend inbound and outbound callers, so that all agents are being utilized to their fullest. It also makes the transition between the two far easier for everyone.
2/21/2013
Storacall and Rostrvm Join Forces to Create a Complete Call Center Solution for Maximized Customer Service
Productive agents can lead to a successful call center environment, but every call center manager knows this is easier said than done. In the perfect call center world, call volumes would be predictable, every customer contact would be handled quickly, and managers would know the right balance of inbound and outbound agents to have in place at all times.
2/12/2013
Aspect Software Recognized as Outbound Dialer Market Leader by Frost & Sullivan
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
Aspect Software, a provider of next generation customer contact and enterprise workforce optimization, was recently recognized by Frost & Sullivan with the 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect was given this award based on its performance in the outbound dialer systems market, in which the company managed gains despite declining overall market performance.
2/11/2013
Dialer Software Specialist Aspects Earns Frost & Sullivan Award for Market Share Leadership
Aspect Software, a provider of dialer software for call centers, has been recognized with 2012 North American Frost & Sullivan Award for Market Share Leadership. Aspect has gained in outbound dialer market by edging out established premise-based rivals and vendors providing hosted offerings. It has seized the top market position in 2010 from Avaya. The company has increased its market share for the second year in a row, growing from 21.7 percent to 22.7 percent.
2/11/2013
Outbound Robocalls: the Good, the Bad and the Irritating
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
As we wait on yet another storm here in the Northeast, I've been thinking about outbound robocalls. I've had several so far today: from the school, to inform me of school closings. That's information I need to know. From my power company, to inform me how prepared they are to address any service outages. That's information I need to know. Yesterday, I received one from my pharmacy that a prescription is ready to be refilled. That's information I need to know. As a result, none of these robocalls irritated or angered me. They served both my needs and those of the organizations calling me.
2/7/2013
SYAC to Deploy TelOnline IP Telephony Solution to Manage Outbound Calls
TelOnline, a provider of telephony solutions, will deploy an IP telephony solution for SYAC to boost its business phone systems and unified communications (UC) in Colombia. The VoIP solution from TelOnline boosts business by leveraging a combination of Switchvox SMB AA305, MyPBX Standard Gateway, IVR and a custom outbound call solution.
2/6/2013
Why Proactive Service is Critical in Today's Contact Center
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
Responding to customer needs is one of the primary goals of the contact center. So, channels are put in place to ensure customers can contact the company using their preferred communication method, and migration to a multi-channel contact center is a key step toward responding to customer needs. To truly succeed, however, the contact center must be able to anticipate customer needs and preferences.
2/5/2013
How Dialer Software Optimizes Contact Center Performance
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact's dialer software, which has proven it can provide results and maximize profitable activities.
2/5/2013
What is Dialer Software?
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
In a perfect call center, call volumes would be predictable, every single contact would be handled quickly, and you would always know the right balance of inbound and outbound agents. But, as everyone in the industry knows, call volumes fluctuate weekly, daily and even hourly, so the "perfect call center" is just a fantasy. But luckily, modern day call center technology has made dialer software available to help make the call center as perfect as possible.
2/5/2013
