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Call Center Featured Articles

Taking Control of the Web and Increasing Satisfied Customers
As the call center transforms into the contact center, companies and agents alike have to think about delivering multichannel service. Customers aren't just calling in to companies for their complaints, issues and troubleshooting questions; they are also using the Internet and all of the different channels it offers, such as social media, websites, e-mail and online media.
7/2/2013

8x8 Technology Fills in the 'Technology Black Hole'
We take modern communications for granted sometimes, particularly those of us who live in urban or suburban areas. Your cell phone has a signal. You're near Wi-Fi. You're good to go. But what happens when neither of these factors exists? You're somewhere without a cell phone signal, and you're many miles away from the nearest Wi-Fi signal (let alone a decent cup of coffee.)
7/1/2013

Going Virtual Means Flexibility for the Call Center
For businesses looking to cut costs, grow their workforces and be as flexible as possible in every instance, moving toward a virtual contact center is an attractive and viable option that doesn't require a lot of resources.
6/27/2013

Astute Solutions Unveils Latest Contact Center Software Featuring Virtual Agent Innovation
Astute Solutions, a provider of Web and contact center software solutions, recently introduced the latest addition -- RealDialog 6.0 -- to its powerful customer service boosting tools that include customer relationship management, knowledge management and social CRM software.
6/24/2013

8x8 Jumps Two Spots on Infonetics Research's VoIP Service Leadership Scorecard
You may have noticed that in enterprises today, voice over IP (VoIP) telephony is fast gaining on traditional telephone service for a variety of reasons, including cost, flexibility, reliability and next-generation communications features. What you may also have noticed is that the business VoIP market is changing a bit.
6/20/2013

Virtual Call Center Solutions Serve the Needs of Today's Contact Center
Customers expect a number of things today, but perhaps the most important is a customized experience. Customers may choose to contact a company via a variety of different channels, and regardless of which medium they choose, they expect that the organization will know who they are, what their history is and what their preferences are.
6/20/2013

Real-Time Metrics are Critical for Contact Centers Seeking to Meet Service Level Goals
Asking if tracking metrics in the contact center leads to improvement in operations is a bit like asking how long a string is. Depending on what metrics the call center tracks, it can use this information to monitor key performance indicators (KPIs) and service levels and understand if it's operating at optimal efficiency.
6/20/2013

Call Centers Boost Quality and Reduce Overhead with the Virtual Contact Center Model
There are large call centers, there are small call centers. There are also virtual call centers, or a well-organized but geographically distributed collection of call center personnel and resources tied together by one robust, VoIP-based telephony system and a cloud-based contact center solution.
6/20/2013

8x8 Mobile App Delivers Anywhere Connection, Even Overseas
Cloud solutions provider 8x8 released Version 4.0.3 of its mobile app for iPad and iOS in March and its last Android update in February. The mobile app is free with any existing Virtual Office subscription. On a recent overseas trip, 8x8 subscriber Gary V. Nicolas, a managing partner with Secant Healthcare, discovered that when international roaming failed him, the 8x8 mobile app instantly connected him to his office phone. All Nicolas needed was a Wi-Fi connection and his smartphone.
6/20/2013

8x8 Patent Helps 911 Services Find Callers Faster
8x8 was awarded with a new patent in April, and like most patents, it's filled with complex terminology that can be confusing for those unfamiliar with the jargon. As such, it might be helpful to take a look at 8x8's 87th patent to understand what it can do.
6/18/2013

Small Call Centers Gain Large Call Center Functionality via Cloud VoIP Solutions
While mental images of call centers tend to drum up giant halls of hundreds or even thousands of agents all working simultaneously, the truth is usually far less grand. About 65 percent of contact centers have 50 agents or less, meaning that the small call center is generally the rule, not the exception.
6/18/2013

8x8 Demonstrates Industry's Only Cloud-Based Call Center and Hosted PBX Solutions
8x8, Inc. delivers innovative cloud communication services including hosted PBX telephony, unified communications, call center software and video conferencing solutions for more than 30,000 small and medium-sized businesses. The company has received awards and is recognized as a leader in the services it provides by Gartner, Frost & Sullivan and Synergy Research Group. The demonstration at the 14th Annual Call Center Week lets organizations to see the company's Virtual Contact Center and Hosted PBX solution.
6/17/2013

Verint Announces New Business Impact Solutions for Regulatory Compliance
Verint Systems, a company specializing in actionable intelligence solutions and value-added services, has unveiled new regulatory compliance solutions intended to help organizations comply with requirements.
6/12/2013

SAP Plans to Acquire hybris
SAP AG, a major player in enterprise application software, plans to acquire hybris, a rapidly growing and a major player in e-commerce technology.
6/12/2013

Was Unified Communications Inspired by Star Trek?
We still don''t have the underground civilization that Isaac Asimov championed or the flying cars, but despite those disappointments science fiction has long been the conceptual home for technologies that later find themselves actually existing in the world.
6/7/2013

Call Centers Have the Power Turn Web Site Visitors into Customers
Capturing the maximum number of visitors and turning them into customers is critical for the health of the business. It used to be accomplished through inside sales personnel skills alone, but today, technology can offer a big boost, particularly if your contact center platform is properly integrated with your customer relationship management (CRM) solution.
6/6/2013

Callback Technology Can Make or Break the Customer Experience
Callback technology in the call center can make or break your reputation when it comes to offering the best customer experience. If implemented incorrectly, it can be a huge turnoff, resulting in lost business, lost revenue, and worse, lost customers. Callback technology can be a great tool if it's used properly, but it comes down to configuration.
5/30/2013

Federal Drinking Water Hotline Gets Big Boost From 8x8 Virtual Contact Center
Outreach Process Partners (OPP) recently had a tight deadline to meet. The Environmental Protection Agency (EPA)--specifically its Office of Ground Water and Drinking Water--selected OPP to operate its Safe Drinking Water Hotline, one of the central features in ensuring safe drinking water for a large portion of America. While OPP was indeed well-suited to set up such a system, the terms of the EPA's agreement required OPP to set up that hotline, and have it ready for operations, in just under eight weeks.
5/30/2013

8x8 Hosted PBX Phone Service Supports HIPAA/HITECH Regulatory Compliance to Offer a Secure VoIP Experience
While many companies are turning to business VoIP for efficient communication, there are also security concerns and compliance requirements to face. Security is a vital component of any VoIP business phone service to make sure attacks like denial of service, eavesdropping and toll fraud can be prevented, information can be secured and processes can be regulated.
5/20/2013

Appian Turns to 8x8 Virtual Office Hosted PBX to Support Growth
8x8, a provider of virtual office business VoIP solutions, recently announced that business process management (BPM) specialist Appian has selected its cloud-based hosted PBX business phone system to facilitate continued growth.
5/20/2013

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