Call Center Solutions Featured Articles
While the function of a contact center is ostensibly to answer customer questions and resolve their issues, today, it needs to be about much more than that. In today's hyper-competitive environment, in which customers are becoming more demanding than ever, simply resolving transactions isn't enough. It's not only about satisfying customers, it needs to be about delighting customers and driving more business out of them. It needs to be about engaging your customers to the point where they become loyal and recommend products and services to others.
Industry veteran Terence Fogarty, with twenty-years of experience in contact center applications, recently joined Carousel Industries as its Contact Center Solution Consultant - Strategic Accounts.
Azzurri, a provider of intelligent, data-aware routing solutions, has announced that it will now bundle its Expert Router functionality as standard feature of the Callmedia contact center platform. As a result, the company expects to reduce customers' CAPEX spend on a new contact center.
"Hanging on in quiet desperation is the English way," sang Pink Floyd's David Gilmour on the band's iconic 1973 album, Dark Side of the Moon. Cultural stereotypes tell us that Americans are fond of complaining, while the British are committed to queuing, stewing quietly yet never managing to satisfactorily communicate the depths of their displeasure.
Many people dream of fame and success. For musicians, it's often about becoming a rock star. For community theater actors, it's about becoming a Hollywood star. For mobile app developers, it's about becoming the next Instagram.
Callstream, a UK-based provider of call center solutions, has picked Sostenuto, Sunrise Software's customer service desk software to manage its customer service and sales pipelines.
Voice Recognition applications and solutions can do a lot for streamlining your work flow, enabling you to work as fast as you can speak. IVR (interactive voice recognition) allows customers to interact with a company's contact center system via a telephone keypad or by speech recognition.
While customers of decades past were often steadfast in their brand loyalty, those days are now just a fond memory. Customers today are led by their wallets, by the level of convenience they are offered and by the quality of customer support they are provided. While a few prestige brands may still attract customer loyalty, for most companies, there is a very real need to be the best and the fastest when it comes to customer service.
While the technologies of the contact center have changed over the past few decades: one thing has generally remained constant. Regardless of how many other channels get added to the mix, the telephone has remained the channel of choice globally for receiving customer support. The other channels were fill-ins, extras or simply alternate media.
Indosoft, a provider of call center solutions based on Asterisk, has enhanced its Q-Suite call center solution with new routing capabilities in its multi-channel Automatic Call Distributor (ACD).
While many companies look on their contact centers are a cost of doing business - a rather high cost that uses a lot of capital but offers very little tangible return - other companies view the contact center differently. For starters, it's the front line between a company and its customers, and since sales and revenue are made or broken by the relationships companies build with their customers, it's one of the most critical operations in the business.
CATS Software, provider of the Web-based CATS Applicant Tracking System, announced it has integrated its system with call center software from 3CLogic.
CorvisaCloud, a provider of cloud contact center solutions for enterprises, has unveiled the latest version of its CorvisaOne contact center suite.
We know that customers are changing and evolving when it comes to how, when and where they want customer service. We know that voice remains king, but the average customer today is mobile, visual and wants a more interactive solution as well as an immediate solution.
Webhelp Lands in South Africa: Opens First Two South African Facilities at Cape Town And Johannesburg
South African society shares a deep cultural and linguistic bond with its British and Australian counterparts. A number of BPO firms have taken advantage of this similarity to deliver superior customer service for the customers in the UK and Australian markets. UK-based customer experience company Webhelp is the latest BPO firm to jump aboard the bandwagon, deciding to ditch the traditional BPO destinations and start their operations in South Africa.
While it would be nice to think that the goal of every contact center is to achieve excellence, we all know from extensive experience that for many contact centers, the only possible goal is to "keep your head above the water." The best laid plans can go awry in the contact center, and this often leads to a "putting out fires" approach that simply means going from disaster to disaster and trying to correct them.
Software Company ASC has been specializing in solutions for the fast growing market of workforce optimization, encompassing the technologies of recording, quality monitoring, speech analytics and workforce management.
While the contact center was once simply a place that tried to help customers on a transaction by transaction basis, today, smart companies consider the contact center a strategic tool in maximizing the value of each customer to the company. It's a place with a mandate to build an engaged customer that will remain loyal for life, voluntarily helping a company sell by sharing positive experiences with others.
As we become more dependent on our mobile devices, consumers are becoming more expectant and demanding when it comes to accessing information in real-time. If they want to text an organization, they expect a response within minutes. If they want to chat with an organization over the Internet, they expect that option, emoticons and all. Not only do they want organizations to be available at all times across all different channels, but they also expect you to know exactly what they did on each one and when.
In the marketing world, there is often much talk about the value of the brand. Much work and insight goes into the development of the brand strategy and every individual that represents the brand from that point forward can have an impact on its value. For that reason, call center agents must be prepared to serve as brand ambassadors.
The unified communications (UC) market in Germany is growing due to widespread acceptance of Internet protocol (IP) and hybrid private branch exchange (PBX) technologies among various verticals.
Thanks to a new Chicago-based call center, Illinois residents have an additional toll-free number they can call to sign up for health insurance. The new number was setup to handle more calls and alleviate bottlenecks that have occurred since enrollment in health insurance under the Affordable Care Act (ACA) began Tuesday.
NIXXIS, a Belgium based publisher of Call Center solutions, has entered into a partnership with Teleopti, a supplier of workforce management solutions.
Social media has become a force to be reckoned with in the customer service industry. Customers today have more power than ever before, thanks to both the immediacy and reach of social media outlets like Twitter and Facebook. A majority of companies, however, are still slow to respond, missing the boat on the opportunities that social media presents and failing to engage in effective damage control when the posts and shares are negative.
Thrupoint Inc, a WebRTC specialist, has decided to place a greater focus on the area of software development. Accordingly, the company has initiated a spin-off of its Fusion collaboration software business. The result is a new business entity, born with a special focus on the development of customer experience management solutions. CafeX Communications, the new independent company, will operate as a software-only company aiming to extend enterprises' existing contact center and communications systems to new channels and use cases.
As if running a contact center was complex enough, many (if not most) contact centers are struggling with external and internal directives to ensure compliance with any regulations that may affect their operations. Since we live in an e-commerce world today, most call centers handle some sort of sensitive information: customer financial data, for example, or social security numbers and account information.
Next IT recently announced the release of Alme for Chat, which leverages Next IT's virtual assistant platform, aiming to provide a first-class online customer chat facility.
Metaphor Voice, the all-inclusive, hosted contact centre engagement solution from USAN is now available. The latest offering from USAN has been developed to deliver a modular and expandable range of communications and engagement capabilities to contact centers.
Intelemedia has unveiled an enhanced release of its web-based scripting platform. Customers of Intelemedia were requesting scripting improvements and provision of A/B testing scenarios concurrently in multiple call centers. The latest release allows customers to deploy A/B testing scenarios, review live results, make script modification in real-time and enhance sales results immediately across one or multiple call centers. Current customers of Intelemedia's web-based hosted CRM scripting tool can avail the latest features.
If you made a Top 10 list of technologies customers hate the most, you might find programmable DVRs and cell phones somewhere in the list. But it's nearly a sure thing that you'd find the interactive voice response (IVR) system near the top of the list. Customers have been complaining about the IVR since its introduction in the 1970s, and as technology has gotten more complex, so too have the complaints.
As the rate of smartphone usage continues to increase, organizations are searching for ways to use this new mobile channel to provide a rich customer experience.
Verint Systems, a provider of call center solutions designed to deliver actionable intelligence across customer interaction, has enhanced its Enterprise Feedback Management (EFM) solution, offering new features aimed to help organizations address proactive customer engagement through company-wide action and accountability.
Catering to the needs of the customer base requires a number of tools, technology and patience. Companies invest millions in call center solutions to try and meet a high set of standards, only to find they must also hire staff to maintain the system, deploy hardware to support the tools and purchase upgrades on a consistent basis. It can be a cost-draining exercise over the long-term.
Provider of cloud routing solutions for the direct response industry Connect First has announced a partnership with OnBrand24, a provider of domestic call center services.
The introduction of the self-service channel into the call center was an important step to cater to the segment of the target audience that prefers to get things done on their own time. When that channel is easily blended with other call center solutions to create the optimal experience for all, the purchase has a better return on investment.
Noble Systems announced the launch of the upgraded version of its Noble Composer X, one of the company's solutions for desktop interface for unifying agent environment. The new release, titled Noble Composer X.2, will include integrated Noble Softphone, Call Recording, SOAP Web Services and stored procedural support.
The stakes are higher than ever before for the contact center industry. Customers are becoming more demanding, expecting instant results and high levels of first-call resolution. At the same time, technology budgets haven't expanded much - if at all - for most organizations in many years. For some companies, notably financial services and insurance companies, whose services are very commoditized and customer loyalty is often low, the pinch between budget and customer demands is even more extreme.
Frost & Sullivan has recognized IVR technology provider VoltDelta with its 2013 Frost & Sullivan Award for Enabling Technology. Frost & Sullivan awards the title to companies that have developed technology that benefit or revolutionize the industry by removing a significant obstacle in the development of technology, enabling the creation of new products or modifying existing products to target new applications.
The call center is a "make it or break it" function for every company with customers. While many companies view it as simply just another department, or just another link in the chain, this patently isn't the case.
Noble Systems announced the launch of the upgraded version of its Noble Composer X, one of the company's desktop interface solutions for unifying the agent environment. The new release, titled Noble Composer X.2 will include integrated Noble Softphone, call recording, SOAP web services and stored procedural support. The enhanced version of the desktop interface module is designed to enable contact center employees to create and manage complex workflows and provide enhanced customer service.
While the contact center industry talks about quality frequently, there is evidence that talking is almost companies are doing. A report completed by Forrester Research last year found that only 37 percent of companies earned a rating of "excellent" or "good" rating from customers, and nearly two-thirds were slapped with the labels "ok" or "very poor."
Provider of CRM Intelligence InsideView has secured $19 million in financing led by Split Rock Partners, with participation from the company's existing investors, Emergence Capital, Foundation Capital and Rembrandt Venture Partners.
When social media first began to show itself as a force to be reckoned with when it came to customers, many businesses panicked a bit. Which social media channels to monitor? Should they do more than simply monitor, but also engage customers? How should they ensure that reputation damaging social media posts don't go viral? How to make the most of positive coverage in social media?
BT Global Services recently announced that it has signed a deal to provide unified communications and cloud-based contact center solutions to HBF, Western Australia's largest health insurer, over the next five years. Per the deal's terms and conditions, BT will provide HBF with a comprehensive managed platform, initially for 150 service advisors with a clause to scale up the numbers as required for managing high volumes during peak periods. The new deal is part of HBF's initiative to upgrade its technology framework across the organization.
Quality customer experience is almost universally regarded as the primary mission of the contact center. At the same time, this costly division of the company is always looking to leverage call center solutions to streamline operations and reduce the impact on the bottom line. This focus ultimately creates the opportunity for self-service channels.
Maybe you've had that experience of responding to a job advertisement and being invited to interview. Then, when you arrive at your interview, the job details that you hear don't match the job that was advertised.
Frost & Sullivan: Domestic Market Remains Key Revenue Source for Brazil's Contact Center Outsourcing Service Vendors
Frost & Sullivan, a company offering market research and analysis, has released its new report "Brazil's Contact Center Outsourcing Services Market 2013." The report indicates that Brazil's contact center outsourcing market earned revenues of $5.39 million in 2012 and estimates this number to reach $9.42 million by 2019 at a compound annual growth rate (CAGR) of 8.3 percent.
Teradata Active Enterprise Data Warehouse has been chosen to improve efficiency for the Resona Group while enabling the company to better serve its customers.
When an enterprise launches a marketing campaign, it is crucial that some metrics are used to measure its success or lack thereof. Marketers want to know how efficient their campaign strategies are and what methods result in the biggest conversion rates. Whether it's a television or Web marketing campaign, data plays a leading role.
Scheduling the call center to ensure there are enough agents to handle the projected workload is a challenge in every industry. Managers are constantly focused on leveraging historical data, projected response rates and upcoming campaigns to determine the right balance in scheduling. Call center solutions can help, but the center has to have a strategy.
Startups, just like mature enterprises, need to put a high priority on customer service. Fortunately, creating a satisfying customer experience is much easier than some might believe, if you follow some simple suggestions.
Zurmo is an open source customer relationship management (CRM) application that is mobile, social and gamified. It allows companies to create and maintain a custom-built, integrated CRM system. The company has now integrated three new tools with its open source CRM application - Rapleaf, Zapier, and Import2.
The agent who gets abused constantly on the phone is an agent bound to be frustrated in his or her position. It isn't easy to be the target, even if confrontation is a key motivator. But unhappiness among the agent base is not necessarily due to unhappiness among the customer base. Sometimes satisfaction comes from having the right contact center solutions in place to meet performance expectations.
The seasonal call center model allows you to rapidly increase or decrease the size of your call center staff to match your business cycle throughout the year. This call center model makes sense for the highly seasonal businesses, as it saves them from making a year-long investment for meeting the needs that may not last for more than four months. For these types of businesses, running an in-house call center with a full time staff is not an economically viable option. In an effort to provide the seasonal businesses with the right call center solution, Florida based Global Response has come up with its seasonal call center plans and is currently filling out the positions for these call center jobs.
OpenSpan Inc. recently announced that it has signed a reseller agreement with Pentegy S.A. to distribute the former's desktop analytics and desktop automation solutions to back offices and call centers operating in Poland. The agreement will leverage Pentegy's experience in implementing and supporting OpenSpan technology to bring OpenSpan's desktop solutions to Poland.
Interactive voice response (IVR) suffers from a bad rap on the consumer end; it is associated with rigid and complex menu systems, shouting into the phone, and lots of effort for little payout. This has made some businesses avoid deeply using an IVR system for their contact center solution.
IntelliResponse, a provider of virtual agent technology, has launched a new data visualization tool called Voices that allows marketing executives to understand and analyze incoming customer questions.
Advancements in communications technology have certainly changed the way companies can interact with their client base. Where customers once relied on the telephone to get in touch with the desired company, these individuals are now relying on social media and other innovative means to get what they want. Call center solutions that incorporate these new innovations help the organization stay at the forefront of the industry.
INOVO, a provider of enterprise telephony and call center solutions, in association with Presence Technology, a provider of multichannel contact center software, has just launched a Dialler Challenge in South Africa.
With so many platforms of communication, including text messaging, social media, video conferencing and voice, organizations are having a difficult time figuring out the right way to reach their customers, which is why they have begun to implement multi-channel customer service communication platforms.
It's become common practice to reward the best performers in call centers. IQPC's annual 2013 Call Center Excellence Awards, Las Vegas, is one such recognition in the call center services industry.
Although it is a fairly new concept to digest, the notion of setting up a virtual office adds not only value to an organization, but a long-term investment. Instead of setting-up an offshore office, a company can now hire agents that are located across the world that can work right from their home, and the issue of language barrier, which is the No. 1 reason for dropped calls, is no longer a problem.
Unity4, a provider of contact center outsourcing solutions and related technology in Australia, unveiled its live performance dashboard that will reveal the effectiveness of campaigns which serve as business performance indicators.
Connect First, a provider of Software-as-a-Service (SaaS) communications and cloud based call center solutions, said it is participating at the 14th Annual Call Center Week in Las Vegas where it will showcase its outbound dialer solution at the event.
Avaya, a provider of unified communications and business collaboration solutions, has launched a new call center solution called Outbound Contact Express to support outbound communications in mid-size contact centers.
Enterprises looking for wireless headsets that enable a call center agents to answer phone calls while away from their desk, now have a new option in the market. VXi Corporation has introduced new offering to its call center and office portfolio, namely the VXi V150 wireless headset and the VEHS-A1 electronic hook switch system.
A new U.S. Contact Center Decision-Makers' Guide 2013 written by ContactBabel studies the performance, operations, technology and HR aspects of U.S. contact center operations.
Many companies have found value in operating a string of contact centers located all over the globe. This virtual contact center approach - which may include remote and satellite offices, home-based agents or a mix of the two, offers unprecedented flexibility when it comes to offering customer support.
Dealing with contact centers is tricky for hearing-impaired people. While most contact centers have the ability to accept calls via telecommunications relay services (TRS), this can be problematic in itself. (Earlier this year, the Justice Department approved a punitive settlement for a debt collector that refused to take relay calls from hearing impaired Americans, a violation of the Americans with Disabilities Act.)
With the virtual capabilities of Software as a Service (SaaS) to help distribute calls for contact centers, or remote management to keep track of an agent's performance, organizations have all the tools they need to properly manage their employees who are working from home or on the go. It is now easier than ever for organizations to allow their employees to work remotely in an efficient manner, so why haven't more companies begun to introduce a remote workforce?
the Call Center Corporation, a provider of call center solutions that fill the gap between call center software providers and customer needs in the call center market, announced it has merged with The Stockade Group to create a powerful new organization dedicated to extreme customer service.
Cloud call center solutions provider Intelliverse announced it has integrated Intelliverse's Automatic Call Distribution (ACD) with Cincom's Synchrony intelligent agent desktop to deliver multi-channel call center solutions to customers. The new solution combines an intelligent agent desktop along with multi-channel interaction management and offers a single interface for all customer interaction channels (phone, e-mail, chat and fax).
Mobile safety devices are increasingly becoming an integral part of senior living in the country. But these high end medical monitoring and wireless safety solutions mean nothing without the support of a trained team of emergency respondent and customer care representatives. In recognition of the needs for 24X7 live agents' assistance for its large medical devices using clientele, GreatCall Inc has decided to open a call center in Reno, Nevada.
Automated customer-care systems need to be designed in a way to appease the customer. They should also provide helpful solutions in order to immediately answer calls without having to wait for an agent, offer instant scalability for call spikes, and provide significant cost savings if the call is completely automated.
In the virtual world, the opportunities are endless for business, especially when factors like location and limited office space are taken out of the equation. Not only can companies employ the best candidate in the state, with virtual capabilities, this notion now expands across the entire world. This factor also takes away the boundaries of an office because of limited space, where if it's not within a company's budget, there is no way they can hire more employees.
Contact center solutions provider, VoltDelta believes in the power of the voice of the customer. The company offers a voice of the customer call recording solution to support such an initiative. It not only serves as a valuable tool to evaluate customer care performance, it can also be used to ensure regulatory compliance and assist with the agent training process. The solution is designed for easy use and has proven to be cost effective when capturing the voice of the customer.
VoltDelta, a provider of automated voice recognition and call center on-demand solutions, has been selected by the Hawaii Department of Transportation. The transportation provider is deploying a phone-based 511 service based on the N11 platform from VoltDelta OnDemand, the company and will provide traffic and weather information services to motorists and tourists to help them reach their destination safely and quickly.
Virtual call center technology therefore comes as a breath of fresh air for anyone who is familiar with the working environment of the typical call center. It also happens to be a big win for the call center itself, not just those who are employed as agents.
Alteva's Advanced Call Center Solution just became a little more advanced, with upgrades that include several new features. With these customers can access important data in real-time, organize virtual queues and more, all through a simple and efficient interface.
A recent VoltDelta white paper explored the benefits of voice-based technologies used to promote customer care. And, by responding to consumer trends, these companies are better positioned to enjoy the added opportunity. According to research conducted by American Express, 70 percent of American consumers are willing to spend 13 percent more with companies they feel provide great service.
CCRA Call Center Solutions has upgraded its after-hours call service for North American based travel agencies.
The most important capability of any call center is monitoring, and whether it is through call recording or speech analytics, every business must be equipped with the tools to measure its performance in order to help increase productivity levels. A new monitoring solution that is now being offered in the U.S. and Latin America is QueueMetrics Call Center Monitor thanks to its partnership with TelOnline.
VoltaDelta supports more than 2.4 billion calls a year, yet most consumers are unaware that they have probably used its 411 services. As one of the largest virtual contact centers on the market, VoltaDelta provides a hosted infrastructure that is utilized by state and federal government's because of its reliability and advanced communication features.
During natural disasters, phone and Internet connections may go down because of physical destruction, which in turn may affect the way that 911 call centers operate. Some centers may even become overloaded with calls while some may be left completely unattended to, leaving victims in desperate situations where they are unable to seek medical attention. From situations like these, the industry has learned how important it to develop a communication platform that is dedicated to the welfare of citizens. As the both the federal and state governments face challenges, companies like VoltaDelta have developed technology to meet these growing demands.
With the mobility trend underway and thanks to BYOD it is important that businesses provide mobile access, which can be easily done with a cloud-based infrastructure. The cloud has proven to be an easier, more cost-effective solution for businesses to operate from.
Nearly thirty DirectBuy franchises including DirectBuy San Diego and DirectBuy San Antonio have selected Five9 cloud contact center solution to help increase agent productivity and boost revenue
According to the Nations Online Organization, English and Spanish are neck-in-neck as the top most-spoken languages in the world. One of the largest barriers call centers have when operating overseas is language, which has also been the leading cause of poor customer experiences.
Social media has been intertwined into our daily lives, creating new platforms of communication that have been embraced by industries we never thought possible, such as the medical field, television manufacturers and the marketing world. Recently, around the world, social media has also become a marker for customer experiences, and if analyzed correctly, could help organizations gain data and statistics to improve their overall business continuity.
Jacada, Inc., a global provider of customer service technology, has entered into a agreement with a leading Medicare Advantage plan provider in Puerto Rico to providing desktop, agent scripting, and workflow enablement solutions for its call centers.
If you fire off a tweet to @Microsoft to ask a support question about Office 365, then you may not receive a response. However, if you direct your tweet to @MicrosoftHelps, then you'll typically receive a response in less than an hour.
Nowadays, it is important that businesses provide mobile access to employees, which can be done easily with a cloud-based infrastructure. The cloud has proven to be an easier, more cost-effective solution for companies around the globe to leverage.
The most important aspect for any type of business to thrive, whether it's retail, hospitality or medical, is for the consumer to receive the best quality customer service care, especially when communicating over the telephone. This means that employees must handle every customer respect and do everything in their power to find a solution to whatever issue is at hand.
ASC telecom AG has enabled the successful implementation of a new recording solution for Credit Agricole Cheuvreux (CA Cheuvreux), designed to handle the diverse media inherent in an Alcatel-Lucent communications environment. As a result, CA Cheuvreux will enjoy centralized management while supporting its 15 global subsidiaries.
In the call center environment, every action is meant to promote the ultimate customer experience, as it is often the only competitive advantage the company has in the market. To that end, any call center solution that promotes the capture and analysis of customer data is valuable. It not only provides important information on how the call center can better serve the customer, it also offers opportunities to improve products, upsell new solutions and more.
The demand for the Global Wireless Telecommunications Carriers industry has surged along with mobility usage, and has shed light on the importance of expanding its services into emerging markets like South America and Central Asia.
As different ways to communicate become widely adopted in the industry - such as instant messaging (IM), videoconferencing and telephony - it is vital that enterprises have a unified communications (UC) system to control and synchronize these new developments, which is why Microsoft Lync is so widely recognized.
For businesses that are wondering how their contact center stands against the industry's qualification levels, they should ask themselves this one simple question: Would you call your contact center?
Is customer service getting better or worse? That depends on who you ask. Obviously, different customers and different companies in different industries will show results that are all over the map. Overall, though, it seems that companies overall are beginning to get the message about how critical high-level customer experiences are to revenue and the bottom line.
Assurant, Inc., a specialty risk management solution came into limelight by bagging a prestigious Stevie Award back in 2011. This year, the company is again back in the race, making it to the final round of the awards in two categories.
Verint Systems is improving customer experience with the introduction of its patent-pending Personalized Guidance.
Introduced as part of its customer-centric Impact 360 Workforce Optimization solution, Personalized Guidance provides real-time analytics to find out the root causes of problems and then provide solutions while an agent is speaking the customer.