Call Center Solutions Featured Articles

Study: eGain, Forrester Show Lack of Customer Service Improvement

eGain, a provider of cloud-based customer engagement software, recently announced the findings of its latest industry survey. In the survey it commissioned Forrester Consulting to complete, it found that opinion of customer service is either worse than it was last year or stagnant at best.

Call Center Solution Brings BPO into the Cloud

Today, updating a call center is a cloudy venture. The cloud provides the flexibility and cost savings needed into today's ever-changing business landscape. The ability to customize an offering to fit one's needs is invaluable, and one firm seeing the benefits of a new cloud deployment is Tactical TeleSolutions.

VoltDelta's IVR Solution for Rx Outreach Earns Speech Industry Award

VoltDelta recently announced that it was jointly named with Rx Outreach as 2015 Speech Industry Award recipients in the Implementation Awards category for an IVR solution that facilitated prescription assistance for low-income recipients. The solution improved client engagement while complying with regulations like HIPAA.

Cyara Crawler Automates IVR Development, Alterations

Cyara, a developer of interactive voice response (IVR) development software, recently announced the launch of its Cyara Crawler application, which can automatically reverse engineer existing call center IVR's to give developers more power when changing their call mapping structures.

Fonolo Partners with SJS for Digital Display of Call-back Info

Fonolo develops its own call-back software for businesses that want to replace hold time with agent-returned calls to customers. It recently announced a partnership with SJS Solutions, a provider of digital displays, to make its call-back queuing available on large screens in call center workrooms.

Indosoft Announces Upgrades to ACD Call Center Solution

The pool of call center solutions options is a deep one. With such a vast amount of offerings available, innovation and development must remain front of mind. Indosoft, known for its provision of Asterisk-based call center solutions, announced the development and expected release of its new and improved Q-Suite 6.

SMBs See New Call Center Solution

The call center is in the process of transformation, and this evolution is creating a demand for more 'evolved' solutions. In response to this trend, NewVoiceMedia has released a call center solution that is not just cloud-based but directed toward a market segment that at times is neglected-SMBs.

Two-Way Messaging and SMS Added by Bright Pattern

Near the end of last year, the Pew Research Center, a nonpartisan American think tank that provides information on social issues, public opinion and demographic trends shaping the U.S. and the world, reported that on average, Americans check their cell phones about 150 times per day to see if they have received any text messages.

ShoreTel Answers Cloud Need, Brings Call Center Solutions to UK

This week, ShoreTel made ShoreTel Cloud, its cloud UC and contact center solution, available in the United Kingdom through channel partners. The announcement comes as a response to the growing cloud adoption numbers in recent months.

Call Center Solutions Face a Cloudy Forecast

The cloud is a boon for the enterprise, and specifically it offers call center solutions developers the perfect medium to disperse their software. This week, VOX Network Solutions announced that its NuStratus portfolio will now offer Contact Center as a Service (CCaaS) solutions powered by Spoken.

Not-For-Profit Program Finds Cost Savings and Better Customer Service with VoltDelta's Hosted Contact Center

While it may intuitively seem like running a multichannel contact center, by definition, would demand that a company approach multiple vendors, it's an odd truth that the reverse is usually the case. As organizations today are expected to maintain consistent quality of service across multiple communications channels, the best approach is a unified platform that natively integrates telephone, Web, email, chat, mobile apps and even social media. While not all companies need all these channels, it's helpful for smaller organizations to turn to a solution that allows them to add channels to the mix as they grow and evolve. For a no-for-profit organization that doesn't have keep pockets, it makes sense to go with a cloud-based approach.

Nuance Aids ATO with Voice Biometrics Call Center Solutions

Voice: the first frontier for the call center. And, as more firms have issues with security and are tasked with providing an omni-channel experience, voice remains a key component of the call center. The next frontier for voice is biometrics, and specifically to provide a safe and secure means for authentication. Nuance Communications has been playing in this sandbox for some time, and recently announced the Australian Taxation Office (ATO) will be leveraging its voice biometrics solutions in its call center.

ERM, CRM Integration Means Better Business Processes, Enhanced Productivity

Enterprise resource management (ERM) is an essential tool that integrates all the individual department functions into a single software application. It provides an automatic workflow from one department to another, to ensure a smooth transition and quicker completion of processes. Similarly, customer relationship management, or CRM, offers workflow automation replaces repetitive manual processes to cut admin work and eliminate duplication so teams can focus on profitable activity. While these two are mutually exclusive, according to ITWeb, integrating ERM and CRM can reap huge benefits for many of the same reasons, but together as opposed to two separate units.

TCPA Changes Affect Robocalls

Last month's decision by the FCC on the clarification of robocalls under the TCPA is receiving criticism for possible impacts on how and when customers consent to receiving communication from businesses they patronize.

Call Center Solutions Survey Aimed at Educating Enterprise

Every episode of the cartoon series G.I. Joe would include the line, "Knowing is half the battle." The same can be said in the call center environment in regard to what users need to provide customers with an exceptional customer experience. In that light, Telax, a provider of call center solutions, has created ElevatingContactCenter.com to collect data on how contact center solutions can be improved.

Nissan Keeping Customers Happy with OpenScape Call Center Solution

When it comes to customer service, call centers and retail companies alike are trying to figure out just what makes a customer the most happy. It appears that Nissan is coming rather close to finding the silver bullet. The firm makes sure its customers understand it is paying attention to them. One case in point is the popularity of the Qashqai. This particular vehicle, not available in the United States is quite impressive in its popularity in the U.K.

Master Agent Expands Call Center Solutions Portfolio

A call center solution serves as the proverbial straw the stirs the drink, by ensuring communications are seamless, contextual and most importantly provide the customer with speedy resolution. These can play a major role in customer retention and a healthy bottom line. A known industry entity, TCN announced a partnership with carrier neutral master agent, MPG Management Associates, Corp. yesterday that will expand MPG's portfolio of offerings.

VoltDelta Names Ben Miller Senior Vice President

When it comes to the world of call centers, there are a number of different ways companies are finding to make sure they are serving their customers well. Call center software is a key ingredient to providing exceptional customer service.

3CLogic, HelpSocial Combine on New Breed of Social in Contact Centers

Omnichannel is a word thrown around a lot these days, but the repetition really doesn't distract from the sheer importance of the idea, and the kind of value that it represents. Those looking to take the advice of so many out there and become more available to customers across different segments of possible contact-what "omnichannel" is really about-will find a new ally in 3CLogic and HelpSocial, who partnered on a new breed of social customer service contact center operation.

Eastern Bank's Voice Recognition Software Put to Work in the Call Center

It wasn't so long ago that we got a look at how voice recognition biometrics was poised to explode on the scene in a very big way, with a Tractica report suggesting that so-called speaker recognition tools would see the total license count spiral upward from 49 million in 2015 to 565.8 million by just 2024. Recently, we got a look at one specific such use case, as Eastern Bank was set to put in voice identification systems at the bank's call center operations.

Infinite Media Helps Companies Make Sure Employees Are Ready for the Job

Trial by fire tends to be the way most people learn how to do their jobs. That, of course, is not usually the ideal way for individuals to segue into new roles.

VoltDelta and Oracle Partner on WebRTC Enabled Cloud Call Center Solution

One new frontier that appears to be gaining popularity when it comes to the call center market is the cloud. Private companies and government agencies are noticing just how much easier and more agile working through the cloud can be. This was underlined by the announcement earlier this week from VoltDelta and Oracle. The announcement heralds a partnership that will launch a new, integrated multichannel cloud contact center solution that uses the Oracle Communications WebRTC session controller.

Upgrades Released for Upstream Works for Finesse

Upstream Works has long been among the top companies in the world when it comes to omnichannel insight and automation for call centers, which are looking to get a leg up in the customer service world. Earlier this week, the firm took the next step by announcing the addition of the AnyTask Routing solution to its already award winning Upstream Works for Finesse smart agent desktop. By adding this solution to the platform, the system is more easily able to shift any third-party task to the next available agent while also giving full tracking and reporting options.

Aircall Taking Support Team Software to New Heights

One of the newest startups to make a scene in the telecommunications industry is Aircall. It is based in France and relies on the use of desktop and Chrome apps that use WebRTC to act as virtual phones.

A Milestone for ePlus as Cisco Ranks it in Unified Contact Center Technology

Company milestones are always important to take note of; those special times in a company's history where a certain number of users are reached or sales are made are all important to a company's identity, and even encourage other businesses to work with those firms. Recently, ePlus made just such a milestone happen itself, as it landed a new designation from Cisco.

DMi Partners Moves to Indosoft Q-Suite 5.8, Reports Improvements

Marketing firm DMi Partners has been using the Indosoft Q-Suite contact center platform since 2010. There have been a number of upgrades to the software since that time, and DMi announced that it recently upgraded its own center to version 5.8 recently hit the market.

Know Your Call Center Solution

I'm talking about the difference between Customer Relationship Management (CRM) and call center software. This distinction is important for any business-so let's dig in.

Gartner Places Vocalcom in Magic Quadrant Five Years in a Row

The research firm Gartner has named Vocalcom as part of its Magic Quadrant in a report on contact center infrastructure for its cloud contact center solutions.

Injixo to Provide Amway New Zealand its WFM Solution

Established in 1959 by Jay Van Andel and Richard DeVos, Amway, uses a multilevel marketing model to sell a range of products in more than a hundred countries around the world through affiliated companies. Beginning in the late 50s and continuing through today, Amway has been integrating the latest technology in the marketplace to improve the operational efficiency of the organization and provide its customers with quality support. The New Zealand affiliate of the company announced it has selected a cloud-based global workforce management from injixo for overall improvements in its regional contact center.

Cloud-Based Call Center Solution Goes Global

Contextual and seamless interactions are what every customer expects to have when reaching out to a company. Regardless of channel or location, a company should be capable of providing this type of aware customer service that smoothly routes the customer to the proper agent or channel so he or she can find resolutions with as minimal stress as possible.

Rosetta Turns to IBM for Improved Engagement

The call center serves as the hub for the customer experience, and as companies have shifted to more customer-centric mindsets we've seen much in the way of improving the customer journey and engagement. This week, we saw customer engagement agency Rosetta launched the IBM edition of its NEXUS Operating System (OS).

Take Voice From Last Resort to Top of the Heap

When it comes to solving a problem, customers like to take care of that job alone, if at all possible. Online video, frequently asked question sheets, knowledge bases and a host of other points help to get this done and provide customers the level of self-service desired, but sometimes, none of this is enough to help, and customers turn to the voice lines to get those all-important answers. But is it possible to take voice from the channel of last resort to the channel that makes lifelong customer friends? It can be, with the right philosophy behind it.

STARTEK Deploys iGuard to Increase Payment Security in its Contact Centers

When call center operators provide services for companies, they are privy to a wide range of private information about their customers. Human nature being what it is, many employees around the world have used their position to use this information to commit criminal acts, which results in major inconveniences to the rightful owner. With that in mind operators have been implementing security protocols that limit the amount of access agents to sensitive information. STARTEK, a global BPO service provider of comprehensive call center solutions, is going a step further by implementing the iGuard platform by IntraNext Systems to protect the credit card information of customers.

Avista Utilities Upgrades to Oracle Customer Care and Billing

Oracle recently announced that it has upgraded the legacy customer care and billing system of Avista Utilities - a major provider of energy services and utilities to thousands of homes in Idaho, Oregon, and Washington.

Reports? Who Needs Call Center Reports?

While the call center serves is the frontline of customer service for many companies, its agents are unfortunately left poorly equipped or undermanned to handle the demand of today's customer. Companies are not doing their due diligence in measuring performance, as reporting is a key function in the call center.

A Voice Says More Than Words

For the call center, voice is a primary channel of communication. And, what many call centers are realizing is that it is not just what customers are saying, but how they are saying it. For this reason, voice biometrics has been increasingly utilized in the call center to determine best course of action for agents by offering transparency into the customer.

GetApp Unveils Quarterly Call Center Solutions Report

The proliferation of the cloud is revolutionizing call center solutions and the customer experience in the process. The cloud deployment model allows for an enterprise to implement a customizable deployment to provide customers with the best possible experience in an omni-channel environment. Recently, the largest cloud-based business apps marketplace, GetApp released its inaugural ranking of call center solutions-specifically cloud-based solutions.

New Partnership Focuses on Cloud-Based Call Center Solutions

With much the same fervor we have seen birds return north for the summer enterprises are migrating to cloud-based call center solutions to best provide customers with exemplary service. Trying to capitalize on this recent trend, Corvisa, a cloud communications provider, announced a strategic partnership with Intelisys, one of the largest technology service distributors in the United States.

Enghouse Interactive Achieves Certification for Integrating with SAP's CRM Software

Call center agents using Enghouse Interactive contact center software are now provided with comprehensive access to a customer's history and critical data using a fully unified interface. The CRM Connector 1.0 integrates seamlessly into SAP's CRM infrastructure to enable a fluid exchange of data between Enghouse's deployed solution and SAP Business Suite software.

K4 Unveils Business Mentorship Program

K4 Solutions, a firm that is ranked among the very best when it comes to information technology, call center and managed solutions has just announced it is launching its own Business Mentorship program. This kind of a program, K4 hopes will lead to more businesses finding a way to bring better customer service to their customers as well as better revenues to the companies themselves.

Ipsy Addressing Social Media with Conversocial

Today's omni-channel customer experience world requires the call center to handle communications across the channel of a customer's choosing. One channel garnering particular attention is social media, as anybody follow the news in recent months has seen how a negative customer service experience can quickly go viral. In addressing this concern and ensuring exceptional customer experiences across social media Ipsy has selected Conversocial to upgrade its social media customer service.

New My:Time 3.0 Digital Engagement Solution Seamlessly Spans Mobile and Web Environments

Engaging with your customers is one of the top mandates for any business, and mobility, social media and the BYOD trend have all expanded the rules of engagement. These platforms have also created some challenges as organizations need to be consistently present and interactive on a rapidly growing number of desktop and mobile platforms.

Kodak Alaris Kickstarts Response Times in Call Centers

The call center is the frontline for customer service; no matter what the customer query two things are integral to be a successful call center: response and resolution time. Fix the problem, and do so in as quick and painless a manner as possible. To take this notion from idea to real-world results, Kodak Alaris announced the Kodak Info Insight Platform.

Call Centers Shifting Focus to Personality-based Service

The call center is not what it was 10 or even five years ago, as the customer experience gains focus the tools and way in which these hubs of customer service function has evolved to leveraging big data, analytics, voice etc. to provide the most satisfying and contextual customer experience possible.

Google Cloud Powers Avaya SaaS Solution

Users receive the Customer Engagement OnAvaya software with its subscription based license, and if quick implementation is a priority, an agent can be up and running with a chrome device and a headset.

Promero Partners for Comprehensive Call Center Solution

The call center is fraught with the peril involved in de-escalating an upset customer, finding resolution for a query or even walking a customer through a difficult installation or upgrade for a software solution-not to mention many, many more. Fear not, this is where customer relationship management software swoops in to save the day and this week we've had a big announcement from Promero.

Enghouse Interactive Updates CCE Supports Omni-Channel Environments

Enghouse Interactive has released a significant update (PRC 3, version 9) to its Contact Center: Enterprise solution (CCE). The new version of the solution has a higher performing predictive dialer and supports omni-channel communication.

Call Centers Turning to Gamification Get More Options

It's long been said that work is no game, but with the concept of gamification, it's rapidly starting to look a lot more like a game, complete with winners and losers. Gamification allows a variety of different things-everything from watching television to taking Facebook quizzes-to become more like games, and the call center is absolutely no exception here. In fact, some suggest that the call center could be one of the biggest new sources of gamification around, and some new moves from Arizona companies are making that clear.

Capitalizing on the Chemistry of Conversation: Using Science to Create Call Center Magic

The goal of any call center agent is to resolve a customer's issue as quickly and painlessly as possible. The vast majority of people calling into a call center want exactly the same thing. It reads like the recipe for an effortless interaction.

Sky Italia to Use Vlocity Communications CRM

The latest announcement from Vlocity, a software development company which integrates its products with Salesforce1, reveals that it will be working with Italian pay TV provider Sky Italia to help improve its customers' experiences across multiple channels and devices.

Legacy Integration with New Systems Makes for Obstacles in the Call Center

Technology is a fast moving train. The good thing about the speed is businesses can take advantage of the latest and greatest features for what they do. The major downside is that businesses invest in certain applications and solutions, only to realize soon after it's considered "legacy." In the contact center, this is a common problem; taking older applications, integrating them with new systems, and trying to get it all done in one, seamless fell swoop. This creates some obstacles, but these aren't hurdles that are difficult to overcome.

Twilio Launches TaskRouter Intelligent Routing API

Twilio, a cloud communications company providing application programming interfaces (APIs) for the development of cutting edge text messaging, Voice over IP (VoIP) and voice applications, recently announced the launch of TaskRouter, an intelligent task routing API.

Mobilethink to Supply Device Guides to Digicel

Spirent Communications offers network test and measurement services for enterprises' and service providers' data centers, cloud and virtualized environments, and landline and wireless networks. It recently announced that Mobilethink, its mobile device intelligence business unit, will begin offering the Device Guides service to Digicel, a communications an entertainment provider, for customers in the Caribbean, Central America, and Asia Pacific.

Session Border Controllers for Call Center Development, Performance

Those who work in call center management know that the customer experience is the most important issue to focus on, that all others pale in comparison. Great products can suffer from poor customer service and mediocre ones can be very successful if supported properly. While the focus on improving customer support in the past few years has been on the acquisition of better hardware to manage the call center, one standard piece of equipment is being frequently reconfigured in cutting edge centers to serve much more than its original purpose.

Fidelity Looks to Refresh its Digital Customer Approach with eMoney Buy

As businesses look for new and innovative ways to provide a more personable customer experience that takes into account the modern digital lifestyle, business-to-consumer e-portals with innovative functions like co-browsing and screen-sharing have come to the fore for customer service. Looking to capitalize on the trend, Fidelity Investments is looking to refresh its online approach with the acquisition of eMoney Advisor.

SJS Solutions Announces New Visual Communications Platform

SJS Solutions, a company specializing in visual communications solutions, recently announced the upcoming launch of a new call center solutions platform based on its acclaimed Optymyse 4.2 product.

Manipulating Data Across Channels for True 'Omnichannel' Customer Support

There is a lot of discussion today about whether contact centers are ready to go "omnichannel." This term goes beyond the traditional "multichannel" and describes a contact center that's ready to handle customer inquiries that may be spread over several different channels (for example, a customer starts with a chat session than picks up the phone to continue the transaction).

Will 2015 be the Year of Customer Self Service?

As communication technology evolves, so too does the call center and the solutions created for it. The past few years have seen incredible growth in mobile, IP-based and unified communication technologies that are making it easier than ever before to create instant connections between businesses and customers. But with so much change, it can be a challenge to stay ahead of the curve and predict not just the trends on the horizon, but the potential problems as well.

Five Small Call Center Adjustments That Make a Huge Difference

Little improvements often are what separate the average call center from the amazing call center. True innovations are few within the call center, and those that do emerge from technology or new business practices are quickly copied. So what separates the average from the awesome are the little things.

VoltDelta's Call Center Solutions Honored by CIO Review

The face of customer service is changing, as new and innovative solutions enter the scene, bringing with them ways to make the user experience not only more efficient and effective, but also more personalized and engaging. By offering customers the tools they prefer, such as a wide range of communication options, contacting a call center becomes a more satisfying exchange for both the customer and agent. Call center solutions are evolving every day to accommodate user demands, and VoltDelta is at the head of that curve.

Interest Grows for Call Centers in the Caribbean, Central America

Vacationers flock to the Caribbean and Central America for their snowy white beaches, clean blue waters, and amazing scuba experiences. But it turns out locales within these regions are pretty attractive when it comes to call center solutions and outsourcing as well.

VXI Acquires Symbio for Enhanced End-to-End Customer Service

Customer services today are not just for answering questions and resolving issues-these services allow companies to gather valuable information regarding consumer demand that can be used to create new products and services. Now, with the myriad channels by which customers can communicate with businesses, these dialogs are happening at an increasingly rapid rate, and consumer interests are changing just as fast.

Five Factors for Better Call Center Planning

Now that it is 2015, it is time to plan the year ahead. This is true for individuals, and no less true for contact center management.

VoltDelta's Oracle Service Cloud Integration a Boon for Multichannel Call Centers

The multichannel movement has prompted many companies to incorporate new kinds of call center solutions that go way beyond the standard phone service or help line. These modern features include video calls, video and audio conferencing, mobile and live chat, text messaging, email, VoIP and even screen sharing. All of these solutions enhance the customer experience, giving customers a richer array of communication options-from which they may choose the channel most preferable and convenient to them.

HG Data, EverString Partner for Improved Customer Service Tools

When it comes right down to it, an effective call center is one that not only resolves issues quickly, but one that truly understands its customers as well. Achieving this level of understanding can seem daunting, but with the right call center solutions, better customer service is just a few software investments away.

Social Media Can Round Out Call Center Communications

When customers reach out to a call center today, they expect to be able to use more than just the telephone. The general public's communications preferences are varied and increasingly rely on mobile connectivity and the Internet. In turn, offices everywhere are taking notice by upgrading to multi- or omni-channel call center solutions that also include mobile VoIP, live chat, email, text messaging, and even video calls and co-browsing.

Further Considerations in Call Center Solutions for PCI Standards

Many companies are confused today about how they should be handling customer data today. It's no wonder they're concerned: the number of data breaches is on the rise, and scary high-profile hacks are becoming the norm in the news. This kills customer confidence and can even change their buying habits. While most companies know there's something they need to be doing right now, many aren't sure what. Even standards such as PCI compliance can be confusing.

Evaluating the Levels of PCI Security in Cloud Call Center Solutions

Cybersecurity is on everyone's minds these days, but more than anyone, it's customers who have the biggest concerns. With data breaches seeming to happen each week, it's not a surprise that customers are worried about who they give their financial information to. Too much worry, and customers may start to avoid doing business online or through call centers altogether.

Vocalcom and Zendesk Give PIXmania a New Lease on Customer Service Life

By itself, PIXmania has been on something of a tear of late, working its way toward becoming a major name in lean providers. Its ultimate goal, at last report, was to fundamentally change the service experience for those businesses with facets directly facing the customer, and without respect toward the particular channel that customer was using. That's no small task, and so it shouldn't surprise that such a task could need a bit of help to be done fully.

Netop Releases Latest Version of Live Guide Chat Software

Netop recently announced that it had updated its Live Guide online chat software. The Web-based solution makes it easier for companies to offer support to online customers and arrives just in time for the holiday season, when support calls will likely reach their highest volume of the year.

NetNet Enters the Call Center Solutions Market with VoltDelta Acquisition

In an effort to stand out from competitors, network services providers continue to look for opportunities to serve a wider array of businesses. NewNet Communication Technologies, a Skyview Capital company, clearly believes that reaching into the call center space is a good way forward. The company recently announced its acquisition of New York-based cloud contact center solutions provider VoltDelta. It's NewNet's first foray into the contact center market.

3 Call Center Solutions You Shouldn't Do Without

Technology is a powerful tool when you want to deliver quality customer care, as long as the technology you choose enables you and your employees to better meet your standards of care. There are certain features that can help you create ideals interactions, while others may just complicate the mix. The key is to understand the customer experience through each step and the tools your employees need within your call center solutions to ensure exceptional care.

Q-Suite Receives Major Update to Dialplan Call Center Solution

Indosoft, developer of Q-Suite, a multi-tenant call center software for Asterisk, announced that it has modified Q-Suite's Visual Dialplan Builder to add and enhance features when used with an Interactive Voice Response (IVR) system.

Bright Pattern's ServicePattern Cloud Contact Center Puts Sales, Customer Service in Video

With the official start to the Christmas shopping season just a few days away, it's not hard to look at the overall market and see that, perhaps now more than ever, customer service and sales efforts are a hugely important part of any business. Bright Pattern is out to help make it a little easier for customers to get in contact with businesses, and get the best of sales and customer service, with some new additions to its ServicePattern cloud contact center platform.

ACD Integration with CRM Leads to Improved Customer Insight and Efficiency

The call center is often tasked with being an all-knowing, all-seeing organization. Customers expect that when they call or otherwise contact a company, the person they reach will understand their history with the company, and even their preferences. More often than not, however, this doesn't happen. Agents aren't provided with all the information they need, and even if they are, it's not provided in an easily understandable way.

Broadvoice Adds New Functionality to Hosted PBX Solution

Broadvoice, a provider of hosted voice and data solutions, has announced the addition of several new features to its Cloud PBX hosted phone service for businesses and call centers. Most notable are the new Monitor, Whisper and Barge functions.

AGT Rolls Out Alliance Service Suite

In the world of call center solutions, there is always a desire to get a little bit better, especially when it comes to the services that are offered to the customer. This is the driving force behind the announcement by Applied Global Technologies (AGT) that it is introducing the Alliance Service Suite. This suite is a collection of A/V solutions that work for managed services working in collaborative environments.

NetFortris Unifies and Enhances Its Call Center Solution

The second part of NetFortris' announcement was the release of an intelligent multi-media queuing feature and improved skills-based routing capabilities. Just about every business and call center today is seeking to unify communications, which is why NetFortris' solution will now combine voice, video (via WebRTC), instant messaging, email, SMS and social media into a universal queue.

Keep Inbound Calls Under Control with a Few Simple Call Routing Tactics

While November brings with it one of the biggest opportunities around to make sales and boost businesses to profitability-the holiday shopping season-it also brings with it some distinct challenges. Particularly the levels of incoming calls seen to a business' call center. With that influx of incoming calls requires certain changes to best accommodate said influx, but what's the best way to do that? Thankfully, there are several ways to manage that influx thanks to some specific tactics in the call routing field, which Contact Centres recently examined in greater detail.

Cloud Contact Center Model Helping VoltDelta Grow

There is little that impacts long-term success as much as quality - even cost eventually gives way to better products and service levels, and can allow lesser known brands to build market share. That extends beyond end-product quality to service and customer care, as well, especially in today's age of unrivalled choice. In both respects, dedication to quality is the key reasons Steve Chirokas, vice president of marketing, believes VoltDelta is differentiating itself and growing its business, having developed a premium contact center product that allows its customers to provide high levels of customer care.

Bilingual Call Center Demands Lead to Work-at-Home Opportunities for Spanish Speakers

The United States is becoming more bilingual as each day passes. While the majority of people speak English in the country - and this doesn't seem to be changing any time soon - there are many who feel more comfortable addressing their issues in Spanish. To a growing number of people living in the continental U.S., Spanish is their native tongue. This also applies to their children, as it is also the language of choice for the household in many cases. But don't take my word for it. Pew Research Center says that over 37.6 million people speak Spanish in their homes. That's roughly one-tenth of the country.

Next Generation Tech Can Boost Your Call Center Solutions

Technology is an integral part of call centers as it gives these companies the much-needed support to handle large call volumes. There are many innovative call center software available today that can make call center operations more effective and efficient.

How IVR Helped One Website Dramatically Boost Performance

Giftcards.com has pulled ranks in terms of selling co-branded corporate gift cards and other merchant cards, so much so that as the company grew, it needed to reevaluate its contact center processes to keep pace with customer inquiries. Looking to expand upon its performance, the company turned to VoltDelta's cloud-based call center solution to help streamline its call queue, including replacing its legacy system and revamping its IVR solution.

Can Call Center Solutions Help Mitigate Agent Idle Time?

Having agents sitting idle isn't really good for the bottom line, but if you're not sure when the next spike in calls is going to occur, it may be your habit to just leave them on the clock. Even if you have great forecasting and scheduling call center solutions, agents could still be putting in too much idle time.

VoltDelta Security Staff Receives Accreditation from ISACA and ISC2

VoltDelta provides a cloud-based contact center infrastructure for businesses that seek to upgrade their on-premises legacy systems, add home-based agents, or geographically expand their call center solutions. The company has been working in the field of call center provision for 35 years. Its business model survives, in part, on the fact that it provides secure connections for its clients, so its recent announcement that two of its security team members have received additional accreditation marks an important step for the company.

New Headset Solution Revealed for Call Centers

Call centers serve as the primary point of contact for businesses. Agents are the first to handle customers' questions and complaints and, therefore, they need to put their best foot forward. Employees are a key aspect of successful call centers, and the skill of the agents and their availability to handle calls in a timely and effectively manner is crucial to the success of the business. Equipping them with the right tools to help them carry out their jobs is paramount.

Multichannel Call Center Solutions Meet Customer Expectations and Eliminate Pet Peeves

Customers haven't changed in their basic wants in recent decades. The ways with which they communicate with companies, however, has changed radically and will continue to. This has presented an enormous challenge for companies hoping to offer top-notch customer support. For companies hoping to succeed, there are a number of hurdles they must overcome.

Telekom Indonesia Acquires 75 Percent of Contact Centres Australia

Telekom Indonesia is making strides in becoming a multinational competitor. It is buying up other companies and creating substantial partnerships that have resulted in its expansion throughout Indonesia, and most recently it has established itself as a major player in Australia by purchasing more than half of Contact Centres Australia (CCA).

Construction Equipment Company Uses Call Center Solution to Improve Customer Experience

A construction equipment company with several offices across two states has used a call center solution developed by AVOXI to improve customer experience and allow the different offices to function as if they were one.

'Stand Up To Cancer' Event Gets Live Call Center Support

The latest Stand Up To Cancer event took place Sept. 5 and was broadcast on more than 30 television channels for all supporters to see. This year's presentation was the fourth annual, and Eric Stonestreet of "Modern Family," Melissa McCarthy, and Steve Carell led the charge by passing the show's torch and lighting the stage with "fiery passion," according to the SU2C website.

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.

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.

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