Call Center Solutions Featured Articles

Report: RCS Market Predicted to Reach Nearly $5.8 Billion by 2019

A recent market report indicates that the rich communications services market is poised to continue to grow through the year 2019. Despite challenges from over-the-top (OTT) service providers, analytics predict that it will reach a global worth of $5,749.6 million in five years -- up from $596.3 million in 2013 -- and that major players in the market will continue to be the driving force behind its success.

Call Center Trends Shaping Customer Service in 2014

Customer service continues to be an important strategy for businesses as this is one of the key areas that differentiates the offerings of one company from another, and also gives companies a competitive advantage in today's crowded market. Hence, call centers that interact directly with customers are embracing technology in a big way to improve their quality of service.

New Cloud Solution Delivers Higher Capabilities for the Blended Call Center

In today's customer-centric business landscape, blended call center technology can play a crucial role in delivering exemplary customer support. Ytel, a cloud communications software vendor has recently come up with a new contact center communication platform that aims to address the loopholes in the existing blended call center solutions.

Philippines Looking At Unionizing Call Center Workers

With more and more call center jobs are moving back to the United States, those people remaining abroad who have a job in a contact center are being urged to take action in order to keep their livelihood.

Sykes Opts to Close Call Center Facility in Favor of Work-from-Home Alternative

Today's emphasis on customer care has allowed a number of call centers to grow and increase hiring; however, this is not always the case. Some contact centers, in fact, are not doing well and needed or decided to close, lay-off staff or offer employees part time and full time work at home (in virtual call centers). This just happens to be the case for Sykes Enterprises Inc., a provider of contact management solutions with call centers throughout the world.

Bright Pattern, TopLine Offer Acceleration Program for San Francisco Bay Area Startups

Business process outsourcing (BPO) is becoming one of the most growing industries in 21st century. And in today's business environment, a good customer call center is often needed to provide fast, efficient and accurate services to clients. Companies that want to offer instant responses to clients' inquiries, whether online, by phone or in person, may start such a center and appoint the needed agents to make sure clients' expectations are being fulfilled.

Cloud-based Call Market Predicted to More than Double to $10.9B in Next Five Years

According to a Markets and Markets report, the cloud-based call market, currently estimated at $4.15 billion, is expected to rise to $10.9 billion in 2019. This growth spans a wide variety of industries as companies and organizations are overcoming their concerns about control over their communications system to a third party.

ECT Wins a Multi-Million Euro Tender

European Computer Telecoms AG (ECT) has secured a multi-million Euro tender with a provider of cloud call center services, the company has announced. According to the terms of the contract, ECT will deliver its INtellECT Next-Generation Intelligent Network and effECTive Network-Based Contact Center to this service provider.

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The Customer Loyalty Lifecycle