Call Center Solutions Featured Articles

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.

Australia's Telstra Warns Consumers of Rebooted Tech Support Scam

It's a fact of life that when you manage to change a process to be impervious to scams, criminals will find another way to do it. In the U.S. today, call center-based frauds are skyrocketing, and these various crimes are taking on new dimensions all the time.

The Value of Data for Call Center Operators

According to a recent report, a partnership between Whitepages Pro and Twilio will start implementing fast call results, call tracking capabilities and the ability to verify a caller's identity.

Call Center Jobs Moving Back to US in Big Numbers

While call center jobs are notorious for being ones that are shipped overseas more than any other, the fact of the matter is that most call center jobs are being brought back to the United States. There have been years, if not decades of companies sending jobs overseas to places like Philippines, Mexico and several other countries. Now that customer service is replacing the need for companies to get through as many callers as they possibly can, those jobs are all coming back to the United States.

New South Wales to Update Call Center Solutions

An Australian information and communications technology business recently signed a contract with the government of New South Wales to allow its customer service representatives to better respond to citizens with improved response times.

Esna iLink Now for Avaya Scopia Desktop Too

Esna Technologies, a company specializing in embedded collaboration and call center solutions, this week announced the general availability of its Esna iLink for Avaya Scopia Desktop solution, a browser extension that makes it easy to schedule and start Scopia meetings right from Google Apps and Salesforce.

New Contact Center Solutions Released for the Real Estate Sector in India

In the last few years, the Indian real estate sector has seen huge growth and is expected to further expand in the coming years. Demand for commercial and residential property is being driven largely by urbanization and increasing household incomes.

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The Customer Loyalty Lifecycle