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Call Center Solutions Feature Article Archive
There was a time when all a call center needed to handle was…well calls. But the advanced devices that many of us carry in our pockets have changed the landscape of customer service, allowing for a whole new way to interact with customers. Smartphones are now a channel in and of themselves, and to remain competitive in the immediate future call centers will need to embrace this new technology and meet customers as the average intelligence of their phones continues to increase. At this year's ITEXPO East, many of the panels discussed how these technologies are reshaping the customer experience, and one session, "How Call Centers are Being Reshaped by Smartphones," directly addressed the need for more smartphone support.
2/7/2012
Social media have gained traction as channels of communication designed to drive marketing and sales initiatives to new heights. Today in the Customer Engagement track at ITEXPO, Will Fraser, director of marketing at YUPIQ, discussed some of the strategies that are currently persisting in the space at this morning's session. The title of the session "Who Cares About Fans?" is certainly appropriate, because these days it seems like everyone does.
2/1/2012
In the call center space, providers must be on the forefront in technology options to effectively handle customer needs through multiple communication channels. When technology is lacking, the call center may not be able to support what it has promised to its clients.
1/26/2012
VoicePort, a provider of call center solutions including advanced speech recognition systems and customer-service applications for the newspaper and pharmaceutical industries, announced the launch of a new cloud-based interactive voice recognition service (IVR).
1/16/2012
Recently VoltDelta officials gave a summation of some compelling reasons why businesses interested in expanding their call center options and functionality should be looking at voice recognition, specifically VoltDelta's OnDemand voice recognition resources.
1/13/2012
The health of the economy is often measured in the number of individuals lacking jobs. In the U.S., the recession that rocked so many portfolios, families and individuals reportedly ended more than two and a half years ago. The problem is that too many individuals are still out of work. Fortunately, those companies leveraging call center solutions are offering a light at the end of the tunnel.
1/5/2012
Global Experience Specialists (GES) Received Recognition for Outstanding Customer Service Experience
For the fourth year in a row, exhibit provider Global Experience Specialists (GES) received recognition for customer satisfaction excellence with its call center, awarded by the J.D. Power and Associates "Call Center Certification Program." This program speaks volumes about GES' call center's commitment to provide "an outstanding customer service experience."
1/4/2012
Customer satisfaction - it should be the main purpose for any interaction within the call center. The question is - have you designed your business strategy to ensure all actions and interaction support a method that delivers on customer expectations? Have you installed the right call center solutions to support a broader-reaching initiative?
12/28/2011
Kentucky Fried Chicken Management Pte Ltd and Pizza Hut Singapore Pte Ltd have chosen Acumatica Cloud ERP to replace an aging JD Edwards software deployment.
12/20/2011
Zain, a leading telecommunications operator across the Middle East, reportedly has selected Turkcell Technology's Campaign Management System.
12/14/2011
Unified communications solutions offer your business the flexibility and mobility they need in the fast paced business world of today. To ensure success and compliment your own customized UC solution you'll need great UC audio devices from the world's leading manufacturers. Miss the mark in this important area and you will lose out on some of the most empowering features for employees that unified communications can provide.
12/13/2011
In an effort to roll more social media features into its popular cloud-based customer relationship management (CRM) solution, San Francisco-based Salesforce.com is announcing the release of Radian6 Social Marketing Cloud. The technology behind the new feature comes from Salesforce.com's acquisition of Radian 6 earlier this year.
12/12/2011
Think about it: how much time do your contact center agents spend logging in and getting ready before they can even work? The average contact center agent desktop has an average of eight or nine and up to 12 applications running on it: e-mail, chat, workforce management, call queues, shipping, customer relationship management (CRM), inventory, call recording, scripting, training and many others. Do your agents have to log in to each of them? Very probably. Do they have to switch from application to application several times during each call to serve the customer properly? Do they have to regroup their thoughts and remember which application they're in each time they switch? Do they have to repeat data entry on multiple applications?
11/29/2011
Successful customer care organizations leverage call center solutions to ensure agents can actively engage with customers to resolve issues, close transactions and keep customers satisfied. One popular solution is interactive voice response (IVR), a segment of the market expected to enjoy strong growth over the next five years.
11/23/2011
The call center today relies on a variety of call center solutions to keep operations moving along at a steady pace to produce the necessary results. The true call center today is a facility that allows both inbound and outbound calls with a calling process that is really quite simple. What happens with those calls, however, can get a bit more complicated.
11/18/2011
It's a well-known fact that as the seasons cools down, the customer service industry heats up as it prepares to deal with the impending holiday rush. This rush can manifest in the form of shoppers busting down the doors of Wal-Mart and trampling one another for a chance to buy a hundred dollar plasma television. In the call center it's easy for agents to feel equally underfoot as they deal with the immense surges in call volume that accompany the holidays.
11/9/2011
TelStar Hosted Services, a provider of hosted call center solutions including predictive dialing and automated messaging, announced a case study on qualified lead generation, prepared in association with Technology Marketing Corporation (TMCnet), an integrated media company.
11/4/2011
Nice when you can keep it all in the family like that: Two Volt Information Sciences companies, VoltDelta and LSSiDATA, have teamed with MyAssist to provide Operator Assist and data services to the Ford Motor Company for its Ford SYNC in-vehicle information system.
10/20/2011
Going the extra mile when it comes to customer service is an important focus for any company seeking to gain a competitive advantage. The Ford Motor Company wanted to go that extra mile, no pun intended, and sought an improved level of service in its call center solutions. With help from Volt Information Sciences, more drivers today are hands-free.
10/14/2011
While it's often said that agents are the most valuable asset a call center has, there is a caveat to that statement: well trained agents are the most valuable asset a call center can posses. Properly trained agents who understand their work, the products and services they support, and the industry in which they operate are, in short, worth their weight in gold. (They're also more likely to be happy in their jobs and less likely to churn.) Trained to be true subject matter experts (SMEs), they are not only an extension of your company's sales force and marketing departments, they are on the front line with your customers - all day long.
10/6/2011
SoundBite Communications, a global provider of cloud-based proactive customer communications, announced its participation at CCR-interactive in London, England, to discuss cloud-based communications as a primary way to reduce costs in call center operations.
10/5/2011
VoltDelta Service Provider Solutions, part of Volt Information Sciences, which sells virtual contact center systems as well as voice self-service and operator services, has announced [http://eon.businesswire.com/news/eon/20110908006033/en] it received TL9000 re-certification for its Quality Management Systems.
9/30/2011
According to company officials, 8x8, Inc., which sells cloud communications and computing products, has signed a definitive agreement to acquire privately-held Contactual, which sells cloud-based call center and customer interaction management tools.
9/30/2011
VoltDelta Service Provider Solutions, a provider of virtual call center solutions, voice self-service solutions, and operator services, announced it achieved TL9000 re-certification for its Quality Management Systems.
9/20/2011
During last Monday's webinar, "Take Control of the Agent Desktop to Measurably Improve the Customer Experience," I was joined by Kerry Bodine, VP and principal analyst for Forrester Research as well as Vikas Nehru VP of product marketing at KANA to discuss some of the challenges that call center agents are facing today.
9/8/2011
VoltDelta Service Provider Solutions, a provider of virtual contact center solutions and voice self-service solutions, announced it has achieved TL9000 re-certification for its Quality Management Systems.
9/8/2011
Convergys Corporation, a major player in relationship management, has recently appointed Maria Victoria Mueco as country manager for Convergys' customer management operations in the Philippines.
8/30/2011
When it comes to handling exceptionally high call volumes for carriers, call center solutions leader VoltDelta offers solutions equipped with unmatched scalability and reliability
8/19/2011
If you're interested in on demand platforms, you might want to check out VoltDelta's OnDemand platform. Company officials say it combines scalability, carrier independence and multi-channel contact to deliverexibility and efficiency.
8/11/2011
VoltDelta OnDemand Solutions' Delta On-Call virtual contact center is now available with RightNow CX, the customer experience suite.
8/11/2011
Mobility and advanced applications are changing the way consumers manage their lives and interact with companies. While this trend is creating significant opportunities for key mobile and application providers, it is also changing the dynamic within the call center. As this evolution continues, call center solutions will be needed to support the trend.
8/4/2011
You are responsible for your company's contact center operations. At the top of your wish list is replacing the ACDs, IVRs and predictive dialers. These vital applications and boxes are several years old; the downturn had kiboshed earlier plans to kick them to the curb. Equally if not importantly they do not support vital new and cost-effective customer-popular channels such as chat, SMS/text and outbound notification.
7/25/2011
If you're looking for a voice recognition resource combining speech science, experienced Voice User Interface design, and technology for engaging and effective voice self-service, let us introduce you to VoltDelta's OnDemand.
7/15/2011
When searching for the right IP or VoIP equipment, there are a number of different elements one must take into consideration. To ensure all a user's needs are met, there has to be a healthy balance between quality, cost and compatibility with other products.
7/5/2011
Sage SalesLogix has been selected by CALFOREX Foreign Exchange for a CRM deployment upgrade. CALFOREX's business development, client management, trade details, operations and reporting systems will be now supported by integrating IP telephony and several banking systems. An announcement in this regard has been made by Sage North America.
6/30/2011
Agent training is a major concern for call centers, and each year the industry spends millions making sure that the reps directly interacting with customers are doing so in a professional and efficient manner. Though countless methods have proliferated, each offering different training advantages, scripting is one method that's always been treated with skepticism. Fears of cold or robotic responses and pathways that squelch open and productive discourse have taken it off the table for many call centers. But one company at this year's call center week is taking a new approach to scripting and proving that the utility can still be used to the advantage.
6/20/2011
Automating your customer services is a balancing act that requires constant vigilance to reach optimal levels of customer satisfaction. Unfortunately, companies are still using gut instinct and inaccurate information as a determinant factor in deciding what portion of their customer service strategy they're automating.
6/15/2011
Location-based services are in high demand among telecommunications providers and other companies as consumers want relevant information pushed out to their mobile no matter where they are accessing services. When telecommunications providers offer this capability as one of their call center solutions, they appeal to a broad base of consumer demand.
6/7/2011
Since customer service is an aspect of every business's core strategy, advancements in the call centers impact almost every segment of the market. While they may not seem like a behind the scenes component, they have a direct bearing on customers. Given the pace with which call center services evolve, it's important for those in the industry to keep abreast of trends emerging throughout the week. This week we saw new partnerships and software advancements both designed to help more people more effectively.
6/3/2011
Pinnacle Mortgage Group has selected the NEC UNIVERGE SV8100 call center solution in order to deliver the highest levels of service to their customers. The all-IP communications platform will be deployed in two locations, enchaining Pinnacle's business continuity, reducing long-distance costs and integrating with the UNIVERGE UM8000 unified messaging platform already in place. Through a combine effort NEC and Synergy Telecommunications worked with Pinnacle to transition the company quickly from an outdated system into a future ready IP based one.
6/2/2011
On-demand products vendor VoltDelta recently published a white paper, titled "Shatter Channel Boundaries to Deliver Remarkable Customer Care," providing some examples of how an integrated multi-channel hosted service enhances customer satisfaction while reducing cost.
5/27/2011
Simple statements like, "There's no harm in asking" and "You'll never know if you don't ask" are used casually in everyday life, but when applied to business, they take on much more weight. For businesses, knowledge gained from asking customers for feedback and insight often serves as the springboard that launches change or drives the business in better directions. To get the ball rolling, though, a business first needs to have the proper tools to conduct customer surveys in a manner that is quick, easy and provides meaningful results.
5/20/2011
Call center growth over the past several years has been directly dependant on hosted solutions. Because these solutions do not require the addition of hardware in correlation to the addition of workers, they offer customer service operations a unique way to continue expansion while saving on overhead. Hosted solutions also offer a central call queue independent of physical agent location means call handling can be optimized regardless of agent locations, opening up a new avenue for home based services.
5/19/2011
Interactive voice response systems offer a lot of relief to the congested call center by clearing the lines before an agent picks up. They can address simple questions and are a much less expensive alternative to expanding your staff. But while IVR systems offer an alternative to hiring more, their outbound cousins have a less than sterling reputation that draws associations to robo-dialers and do not call lists. Businesses can, overcome these prejudices and use outbound IVRs to their advantage.
5/11/2011
An advancement in call center solutions, 3CLogic has announced that National Medical Management has launched a second call center location in Panama. National Medical Management provides marketing services to the pharmaceuticals industry by generating online leads, increasing business performance and productivity rates for pharmacies nationally.
5/6/2011
If you're interested in providing good customer service, you know the importance of knowledge of a caller and caller attributes. If you don't, well, you may have just discovered the reason your customer service isn't as successful as you might wish it were.
4/29/2011
Customer-facing companies rely on call center solutions to drive effective customer service to build a loyal customer base. Innovative technologies and software platforms help to create an enhanced user experience. Companies like VoltDelta are blazing a trail, providing the perfect platform for innovation in customer service.
4/20/2011
Company officials at the Faith call center have realized that an outbound campaign can radically alter the number of sales leads that are generated. It has now decided to offer packaged outbound services designed by seasoned industry specialists to comprehensively address the needs of companies.
4/5/2011
Companies that regularly attend industry gatherings and stay abreast of what the trades as well as mainstream news sources are reporting know that on-demand contact center solutions have received growing attention. The more clear this becomes, the more the answer everyone is looking for is, of course, why is this concept so popular?
4/1/2011
Transera Communications has formed a partnership with NICE Systems, which sells products to help analyze business transactions. The intent of the partnership, according to Transera officials, is to "allow for the integration of Transera's Scorecard Routing with NICE's Real-time Process Optimization and cross-channel Interaction Analytics."
3/24/2011
VoltDelta has historically offered hosted call center sites designed to handle all aspects of customer service in a consumer facing communication operation. Recently, the company has turned its attention from helping the call center to helping commuters find parking spots.
3/17/2011
According to a recent press release, MedSolutions has earned recognition from J.D. Power and Associates' Certified Call Center Program for the fourth consecutive year. The company's call center is one of only a handful in North America to be recognized for "An Outstanding Customer Service Experience."
3/9/2011
Offering what it claims to be the most convenient way to enroll their checking accounts for consumers, Mitek Systems has unveiled a new solution for mobile payments companies, the company has announced.
3/3/2011
Outbound IVRs have less than sterling reputation in most circles due to their association with practices like robo-calling and telemarketing. However companies can make outbound dialers and IVR systems work in their favor, and reinforce the experience as a positive one for their customers.
3/2/2011
Social networking and customer relationship management (CRM) may not be a combination you immediately put together when you think in terms of customer retention. If you are operating in this consumer space today, however, this is definitely a connection you should make and learn to leverage if you hope to lead your industry.
2/22/2011
Technology and voice user interface design innovation "are transforming outbound IVR applications from the pain of stilted DTMF to proactive outreach with speech dialogs that are actually appreciated by prospects and customers."
2/18/2011
Altivon, which provides contact center solutions and enterprise communications solutions throughout North America, has been awarded the 2010 "Pace Setter Award" by Interactive Intelligence for excellence in providing contact center solutions to the Insurance industry.
2/11/2011
Outsourcing can be a dirty word in some circles, suggesting that jobs are invaluable and that work done in-house is too expensive to lend acceptable value to the enterprise. In a call center space, however, outsourcing can provide a company with the option to deliver exceptional customer service when they lack the means to support such a division in-house.
2/4/2011
Outsourcing has become one of the more common strategies companies turn to when looking for an inexpensive and flexible call center solution. The option allows for a number of advantages including the elimination of startup investment, larger scaling capacity and access to customer service experts. Unfortunately where company loose out with outsourcing is in their inability to control the technologies an outsourcer is incorporating.
1/27/2011
OKI Networks, an OKI Group company, designs and manufactures telecommunication products, announced the delivery of its "CTstage 5i" call center system to Keiwa Business, a provider of information processing services, like system development, data input, direct marketing and business forms printing.
1/21/2011
There are a number of different call center solutions available on the market that are designed to help call center managers to meet performance objectives and be more effective in leading their teams. VoltDelta is one provider offering robust, on-demand solutions that help the call center to integrate voice recognition resources into the overall call center strategy.
1/20/2011
Upgrade your quality monitoring program. Whether or not you have a recording system for quality monitoring, most contact centers would like to add to their existing capabilities. Whether its web-integration, instant call retrieval, screen capture, integrated scoring, or other capabilities, a better QA system can improve your ability to track and improve agent performance.
1/14/2011
Internet-enabled communication models are "changing the business landscape for telecommunication providers," since customer care is "more important than ever before as satisfaction and loyalty metrics work to define success in an increasingly competitive market."
1/7/2011
The Saudi travel agent, Kanoo Travel, opened a call center with women employees only. As per a report in Arab News, around 20 women employed by Kanoo Travel have completed telephone operation training and are now operating the company's first and exclusive ladies-only call center.
12/29/2010
There are a number of good reasons to launch a virtual contact center and many of the business cases surrounding such a launch focus on cost savings, the advantages of operational expenditure versus capital expense and the ability to leverage flexibility in scaling for shifts in call volume.
12/23/2010
In 1947, AT&T instituted the North American Numbering Plan, which included the reservation of N11 numbers - 3-digit numbers - to be used for services. Since that time, agencies such as the FCC and Canadian Radio-Television and Telecommunications Commission (CRTC) have worked to further define and even mandate protocol within North American regions. The purpose is to ensure callers can easily connect with relevant departments and receive information for the benefit of the public.
12/16/2010
A new flagship product, Assistance PSA for Microsoft Dynamics CRM has been announced by Assistance Software. The Microsoft Dynamics CRM xRMapplication development framework is the basis for Assistance PSA. Project management, resource planning, time and expense registration and invoice capabilities will be extended along with standard CRM functionality. Assistance Software is a top vendor of solutions for the professional services industry.
12/9/2010
A recentstudy by Volt Delta, titled "Outsourcing for Outsourcers Contact Center OnDemand and Voice Self-Service for a Competitive Edge" looks at issues challenging contact center outsourcers.
11/30/2010
Industry insider Steve Chirokas recentlyoffered some idea on some different options for personalizing customer care available today:
11/24/2010
Along with Certified Payment Processing's (CPP) launch of a new sales division, ISIS Direct (Isis), a new website has been released, highlighting the many products and services offered by Isis, as well as focusing on the recruitment of account consultants throughout the country.
11/19/2010
In an attempt to provide a new resource to alleviate psychological and emotional health issues as well as problems associated with traumatic brain injury for military personnel, the U.S. Department of Defense has launched a new Outreach Center that will offer round-the-clock assistance to veterans and their family members
11/12/2010
Small-midsized businesses (SMBs) need every tool they can get and utilize them to the fullest to develop, maintain and expand their advantages in today's challenging hypercompetitive survival-of-the-fittest marketplace. To that end they are turning to and rightfully demanding ever-more sophisticated, feature-rich, versatile and at the same time affordable/easy-to-install CRM solutions.
11/5/2010
VoltDelta's call center solutions give a company the flexibility and technology they need to compete in today's competitive business environment. With products ranging from ACDs to IVRs and CRMs the hosted tools of VoltDelta make full implementation and flexibility within the call center space easier than ever before. Since many of these products have moved from the call center utility to call center essential realm it is imperative that major companies to stay abreast of the megatrends currently distinguishing themselves in the sphere.
11/4/2010
Genesys has recently sponsored a white paper titled, "Building a Great Cross-Channel Customer Experience: How to Foster Intimacy and Create Value Using Self Service," dealing with the fact that "as enterprises strive for greater customer intimacy through personalized service, customer based sales and proactive outreach, the value of the contact center increases."
11/4/2010
IDG Enterprise, a media company comprising CIO, CIO Executive Council, Computerworld, CSO, DEMO, InfoWorld, ITworld and Network World, announced LeadAccel, enhanced online reporting and lead nurturing services.
10/29/2010
Sonus has been routing VoIP calls internationally and offering media gateways to call center for over 10 years. It has a track record of providing top notch call termination services for the enterprise level call center. While at the international Call Center Show in Miami, TMCnet had an opportunity to sit down with Sonus's Director of Enterprise Management Mykola Konrad to discuss the direction of the company and some of the fields it's exploring for expansion.
10/28/2010
Aditya Birla Minacs, a global business solutions company, has successfully deployed WorkFlex Manager at several of its outsourced call centers.
10/21/2010
Contact solutions Inc., a leading provider of on-demand contact automation solutions including IVR, e-mail, text messaging and Web transactions for business and government, began offering IVR services to companies across the United States in 2002. It has doubled its call volume to 2 billion over the past 18 months.
10/14/2010
If you live or spend any time in a city with metered parking, you'll be familiar with one of the following scenarios. First, you find you have no change, which necessitates rummaging through the car seats, on the floors or in the ashtrays for quarters. Failing that, you need to run into a local business with a dollar and beg for change. Second, even if you do have correct change for the initial meter feed, your meter runs out before you're ready to leave, which means repeating the steps in the first scenario or risk a parking ticket.
10/13/2010
When the Apple iPhone first emerged on the scene in 2007, the demand created a whole new opportunity for the AT&T Pueblo Call Center. As captured in a recent Trading Markets piece, the new center's agents scrambled to answer customer questions regarding the features on the new smartphone and the associated billing
9/27/2010
Magellan Solutions Outsourcing, Inc., one of the Philippines' fastest-growing call centers, has opened a new delivery center at Summit One Tower Building along Shaw Boulevard in Mandaluyong City.
9/23/2010
TMC recently met and interviewed Steve Chirokas, executive director, marketing enterprise services and solutions, VoltDelta to get his take on IVR/speech rec issues and trends.
9/20/2010
Blackbaud Enterprise CRM will be used by the University of North Carolina at Chapel Hill. An announcement in this regard has been made by Blackbaud, Inc.
9/16/2010
With more senior members enrolling in Medicare Part D Prescription Drug Benefits and Medicare Advantage Plans, the insurance sector is becoming increasingly complicated and given the situation, a U.S.-based health care benefits company has decided to utilize the expertise of a leading call center for enhancing sales and improving customer support.
9/8/2010
Computer Generated Solutions (CGS) has said that through its Call Center Solutions business unit it has received Microsoft CPE Award Cup for the telesales and telechannel services it has provided to Microsoft Romania corporate, small to mid-market business (SMBs) and public sector customers during the fiscal year of 2010.
9/3/2010
VoltDelta, an industry leader in hosted call center solutions, automated speech recognition software and operator services, has once again achieved TL 9000 re-certification for its Quality Management System.
9/2/2010
Transera Communications, a provider of virtual call center solutions for distributed multi-site call centers, announced the joining of Brad Mack as Senior Vice President of Sales.
8/27/2010
When it comes to hosted call center solutions, there's a multitude of vendors and solutions to choose from.
8/19/2010
Volt Information Sciences subsidiary, Volt Delta International, has been selected by Healthcare at Home Ltd. to provide their hosted a contact center and self-service call center solutions known as OASIS on-call.
8/6/2010
VoltDelta OnDemand, a provider of call center and automated speech recognition solutions, has announced that it has received Speech Technology Magazine's 2010 Speech Industry Award in the Star Performer category.
7/28/2010
CyberDefender officials say they expect that these new technologies "will enable it to increase its call center volume by tenfold," and provide "adequate infrastructure for more than 1,000 additional agents, supporting the company's customer growth initiatives."
7/23/2010
Shiftboard, Inc. is a well known provider of online and mobile scheduling software. Recently, the company launched a new scheduling solution intended to satisfy the dynamic needs of the call center industry. The vital features of Shiftboard's scheduling software such as self-service scheduling are added in the solution.
7/12/2010
Thanks to the fact that they are more accurate and simpler to use than they were a few years ago, speech analytics solutions are seeing increasing adoption in the call center. Also driving adoption is the fact that enterprises are starting to see the value of mining their recorded agent-customer interactions for the purpose of uncovering trends and gaining new insights into both customer and agent behavior.
6/23/2010
Primas has launched a new software solution called Evolution FCR that allows companies to provide a "different experience" for repeat callers. The solution allows repeat callers to hear a different greeting when they hit the IVR - plus it can "eliminate the IVR menus from the repeat caller's initial experience and transfer them directly to either the agent or the department they selected the last time."
6/16/2010
Human Resource Management Center, a candidate acquisition solutions provider aiding in the selection, assessment and hiring of top performers, and Profiles International, an international provider of employee assessment solutions that helps organizations select the right people and develop them, have announced a strategic partnership.
6/10/2010
Communications manager of the Transylvania County 9-1-1 Center, Kevin Shook has commented that they were looking for a next-generation 9-1-1, geo-diverse system for use in their primary call center, a backup center and for use as a satellite backup for their mobile command vehicle. When they saw what the Sentinel Patriot solution can do for their centers, they decided to switch suppliers and go with PlantCML.
6/9/2010
Here's the challenge: Hosted call center solutions provider VoltDelta found prospects with requirements worldwide that needed to deploy a modern IP-based call center for competitive reasons, but that lacked the infrastructure to support a carrier-grade deployment.
5/21/2010
VoltDelta's DeltaTouch platform is a resource for Directory Assistance and Enterprise-based customer care. According to company officials, the SaaS-based platform accepts calls via TDM or VoIP, uses voice recognition to engage callers in automated dialogs, and transfers calls to operators and call center agents located virtually anywhere.
4/28/2010
OAISYS continues to expand the flow of innovations and improvements to its call recording and call center management solutions with the new 6.1 release of its Talkument and Tracer software solutions.
4/22/2010
Volt Workforce Solutions, the staffing business unit of Volt Information Sciences and a sister subsidiary of VoltDelta, which offers hosted call center solutions, will be co-sponsoring an "Electronics Recycling Event" to take place at its headquarters in Orange, Calif., on April 22, Earth Day.
4/12/2010
A recent customer survey performed by caller ID management company DipFees.com reveals the importance of having accurate CNAM Caller ID for outbound call centers.
4/7/2010
The Ascent Group's recently released fourth annual call center benchmarking study reveals the strategies companies are using to make their call center operations more efficient while at the same time boosting customer satisfaction.
3/31/2010
Hosted call center solutions provider VoltDelta grabbed headlines last month when it announced that its DeltaTouch OnDemand platform for DA and customer care answered its 10 billionth call in North America. Now, VoltDelta is promoting a white paper that highlights what it takes to deliver the customer care performance and reliability with exceptionally high call volume.
3/18/2010
UTOPY Inc., a provider of customer intelligence and performance optimization solutions powered by speech analytics, has announced three new solutions.
3/17/2010
Convergys Corporation, a company focused on relationship management solutions, has announced a new, non-exclusive alliance with Sonda, an IT services provider in Latin America. With this new agreement, Sonda will offer Convergys' full suite of technology-based Self-Service and Assisted Service Solutions in the Mexican marketplace.
3/9/2010
The outbound dialing technology market is broad and complex: Not only is there a wide range of vendors working in a number of technology categories -- from voice switch manufacturers, contact center vendors, stand-alone outbound providers, hosting/software-as-as-service (SaaS) providers -- there's also a wide range of laws, both domestically and internationally, that regulate outbound dialing services.
3/5/2010
If one has any doubts about the growing power, functionality and pervasiveness of speech recognition technologies, they can call directory assistance (DA) and chances are one will find out firsthand.
2/23/2010
The recession is fueling the adoption of hosted/managed IVR services, as companies are desperately seeking ways to reduce their call center and customer service operating costs.
2/12/2010
The Paisley Group, an independent auditor of directory assistance, toll assistance and relay services, has rated VoltDelta's U.S. directory assistance database as being 99.75 percent accurate, meaning that it is one of the most accurate DA databases in the country.
1/26/2010
BT, one of the largest providers of phone and Internet service in the world, is now using Volt Delta's hosted call center solution, OASIS, for its operator services in the United Kingdom -- including its national 999 emergency call handling service.
1/21/2010
Interactive voice response (IVR) systems have come a long way in the past five years or so. Once derided by consumers as "awkward," "difficult to use," "inefficient" and "a waste of time," today's IVR systems sport advanced speech recognition technology that enables them to carry out "natural dialogs" with callers. In fact, some companies today endow their IVR systems with their own unique "persona" - an "artificial agent" that cheerfully greets and assists every customer and who unofficially serves as the "voice of the business."
1/18/2010
For years we've been hearing about the many advantages hosted call center solutions have over on-premises systems -- such as fast and easy deployment; reduced up-front costs by eliminating the need to invest in hardware and network infrastructure; reduced ongoing maintenance costs; improved scalability; simplified integration with CRM and back office systems; the ability to unify geographically dispersed centers onto a single platform; and access to the latest call center technologies.
1/11/2010
Most companies are looking for ways to reduce the cost of serving customers who simply don't spend, while at the same time keeping them "on the line" and engaged with the brand. The challenge for companies with call centers is identifying and "categorizing" these customers so that their calls can be automatically routed to the next available agent best suited to dealing with each "type."
12/31/2009
Commuters, shoppers and visitors in Grand Rapids, Michigan, now have a better, faster way of paying for public parking, now that the city is using ParkMobile's "cashless" parking solution.
12/2/2009
Thanks to advancements in speech recognition technology, today's interactive voice recognition (IVR) systems have improved to the point where they can accurately carry out "natural dialogs" with callers – thus cementing their role as customer self-service/call routing solutions for the call center.
11/23/2009
Volt Workforce Solutions, a staffing business unit of Volt Information Sciences and sister division to hosted call center and directory assistance solutions provider VoltDelta, has announced that it is among the top winners of The Global Six Sigma & Business Improvement Awards.
11/9/2009
LSSiDATA, a provider of national directory assistance and enhanced public record data -- and a division of call center solutions provider Volt Delta -- has launched a new Website for customer data supplements, new mover identification and rapid refresh information at LSSiDATA.com.
10/30/2009
Helsana, one of Switzerland's largest health insurance providers, is reportedly using Volt Delta's OASIS call center solution to improve its customer service.
10/19/2009
When it comes time for selecting a provider of hosted call center solutions, it's important to consider the underlying technology each vendor is using to deliver its software.
10/2/2009
Volt Delta International, a subsidiary of U.S.-based Volt Information Sciences, has leased space in a London data center in order to support growing demand for its hosted call center solutions.
9/22/2009
LSSi Europe Ltd., a subsidiary of U.S.-based LSSiData, part of VoltDelta Resources LLC and Volt Information Sciences, is now furnishing telephone subscriber information for Latvia, Estonia and Lithuania to its directory assistance provider customers.
9/16/2009
Current economic conditions are prompting many customers to listen to offers with short term benefits, ignoring customer care efforts designed to build long-term loyalty. Those in the communication industry must deal with the conflict of investing to retain and grow a larger percentage of their customer base by providing additional value vs. competing on short term promotions as a defensive measure.
8/27/2009
VoltDelta's "DeltaCallme" automated service answers peak-period or off-hour calls using interactive voice recognition software and SMS confirmation to assist callers. The technology also schedules callbacks and SMS reminders, as well as offers appointment reminders, need for servicing, repeat orders and other customer care services via automation, the company said.
7/30/2009
Telecommunications Services of Trinidad and Tobago (TSTT), offering fixed line and mobile communications, broadband Internet access, lease lines and data services in the twin island state, has replaced its operator services platform with Volt Delta's OASIS call center solution in order to deliver improved operator service.
6/5/2009
The current global market is presenting significant challenges for companies in nearly every industry. At the same time, in order to effectively compete, companies must invest in new technologies.
5/1/2009
Adoption of the software-as--a--service (SaaS) model is accelerating across the enterprise, but particularly in the call center, as companies are discovering the advantages today's hosted solutions offer over premise-based systems.
4/3/2009
Terry Saeger, senior vice president and general manager of VoltDelta's Enterprise Services and Solutions division, said that, in these challenging times, organizations must ensure that their investments in technology deliver a competitive edge, work to retain existing customers, and provide operational efficiency.
3/19/2009
VoltDelta Enterprise Services and Solutions, which offers hosted directory assistance and call center solutions, received a Best of Show award for Best Service Provider Solution during Technology Marketing Corporation's INTERNET TELEPHONY Conference and EXPO East 2009, held Feb. 2-4 in Miami.
3/19/2009
In this day of fewer customer purchases, it is more important than ever that all companies profile their most profitable customers and manage that data to help drive performance and future sales. Unfortunately, a new report has found that 30 percent of UK organizations do not profile their contact data to understand which customers are the most profitable.
3/5/2009
LSSiDATA, a provider of telephony-sourced national databases of telephone listings and a wholly owned subsidiary of VoltDelta, today announced a new real-time delivery service, called CallMatch.
2/5/2009
Home agents are increasingly being seen by contact centers as a valuable asset, thanks to their increased flexibility and productivity, however concerns still linger regarding remote management, and security.
1/28/2009
ProtoCall One, which provides systems integration and consultancy for contact centre companies, has advised contact center managers to look at six major options to face the economic downturn in 2009.
1/19/2009
The American Teleservices Association has released its updated 2009 U.S. call suppression guide, to help members comply with telemarketing regulations. The ATA points out that the Federal holidays do not require call suppression – days when legislation requires telemarketers not to call residents – but have been provided as a convenience. Suppression is needed on specific dates for five particular states: Alabama, Louisiana, Mississippi, Rhode Island, and Utah. The dates below exclude those specific holidays that have passed, for example, New Year's Day.
1/14/2009
Consumers are consistently concerned with the protection of their personal information, especially when dealing with a company over the phone. Contact center and call center agents have access to a significant amount of customer information. In most cases, this is what makes them effective customer service representatives. Unfortunately, it can also open the customer up to risk if the agent decides to alter their loyalty away from the company.
1/7/2009
The first solution is covered today. The second one will appear Thursday. Together they represent the best gifts organizations can bestow on their operations, people, customers, and ultimately themselves.
12/16/2008
The deepening economic downturn, replete with the collapsing and fading auto, financial services, retail, and travel sectors are now starting to drag contact centers with them. With fewer people buying, and obtaining and using credit cards and loans there is less need for other people to handle accounts, cross-sell features like credit protection, enter orders, and take reservations.
12/12/2008
Contact centers and many enterprises and organizations rely heavily on data centers to process information from and on customers, clients, and employees. Yet current economic conditions are putting cost pressures on data center and IT managers. In response, Emerson Network Power has come up with ten ways to get more out of data centers with fewer resources.
11/19/2008
Innovation is significantly driving market growth and new offerings for the mid-market and increased sales of relatively new WFO applications are also contributing to the increase. Such applications include speech analytics, surveying/feedback, coaching and performance management. There has also been a substantial increase in professional services revenue.
11/13/2008
With the volatility of the contact center market, it is always a positive move when the organization determines that keeping its operation within the United States is the best choice. Once that decision is made, the company needs to determine just where within the country the contact center can operate most effectively.
10/29/2008
The main focus for the contact center — no matter industry it is meant to serve — should be the customer.
10/16/2008
What happens in the call center can drive revenue, impact customer satisfaction and keep customers coming back — or not.
10/9/2008
VoltDelta, a provider of hosted call center solutions and content/data services for the telecom industry, announced the launch of its OASIS Smart-Station and OASIS Smart-Station for Microsoft Dynamics CRM products.
10/2/2008
There's a revolution afoot in the contact center industry… a new set of technologies that is radically changing the way in which agents work without affecting their ability to provide clients with excellent customer service.
7/14/2008
Sometimes it might seem like phrases such as "agent at home" or "home agent" are simply buzzwords. In fact, creating technologies that enable home-based call center agents has become an industry unto itself.
7/2/2008
VoltDelta's OASIS platform, an Internet Protocol (IP)–based switching and contact center system, has been picked to update the voice and data systems of Fonecta Group, a Finland-based directory service company.
6/30/2008
VoltDelta International, a provider of call center solutions including hosted and customer-premise directory assistance systems, announced the release of a fully automated voice survey application, OASIS on-call Survey.
6/30/2008
With the new offering, made possible through the use of technology from Dial Directions, carriers can offer a "directions" option to callers that will allow them to simply speak their starting location for turn-by-turn directions to their destination via text message.
4/23/2008
Do you remember using directory assistance in "the olden days?" A live operator would answer every time, look up your query and manually connect you. It was hard not to maintain a visual image of a grandmotherly-looking woman with a tall, white hairdo sitting in front of a switchboard wearing an old-fashioned corded headset. Dialing for directory assistance was something you seldom needed to do: invariably, you were telephoning from your home of office, and both places had telephone books.
4/21/2008
VoltDelta Resources and Transera Communications have signed a commercial reseller and marketing partnership.
4/18/2008
If you manage a contact center, chances are good you have experience in offering some sort of self service to customers: an IVR, or a Web site with an FAQ list, perhaps. You know why self-service is good: It automates the basic issues customers have that may take up a large portion of your expensive live agents' time, like balance inquiries and transfers for a bank, outage and billing information for a utility, store hours and stock availabilities for a retail store, price checks in the case of a b-to-b situation.
4/14/2008
VoltDelta Resources and PossibleNOW announced the availability of CallMatch Compliance Service, a contact center compliance application.
4/11/2008
Most call center and contact center managers would agree that one of the best ways to achieve operational efficiency is by using speech automation technology.
4/11/2008
VoltDelta Resources and PossibleNOW have announced the availability of CallMatch Compliance Service, a contact center compliance application giving data services with regulatory compliance products for all inbound and outbound call center applications.
4/10/2008
(Norwalk, CT – Feb. 5, 2008) Technology Marketing Corporation (TMC) today announced that the Call Center Solutions channel, sponsored by VoltDelta, has been launched as the newest addition to the TMCnet channel program.
2/5/2008
VoltDelta Resources has announced that AT&T has begun using VoltDelta's integrated advertising platform offering for its 1-800-YellowPages service in the States of Alabama, Florida, Georgia, Kentucky, Louisiana, Mississippi, North Carolina, South Carolina and Tennessee.
10/18/2007
Volt Delta Resources, LLC has closed a merger between its wholly owned subsidiary and LSSi Corp, a leading directory database provider. Volt Delta Resources is in turn a subsidiary of Volt Information Sciences, Inc. and a worldwide leader in hosted and customer-premise directory assistance solutions. The merger was completed for a total cash consideration of $70 million, subject to final adjustment based on LSSi Corp's working capital as of the closing date.
9/18/2007
Volt Delta Resources, LLC (VoltDelta), a wholly owned subsidiary of Volt Information Sciences Inc. announced today that AT&T Inc. has successfully rolled out its next phase for 1-800-YellowPages (www.att.com/1800YellowPages) by making the service available to the entire state of California.
7/13/2007
One of the trends I am seeing more and more of is hosting - whether on the VoIP side or call center side. Hosted CRM, too, is making big waves this year.
10/10/2006
