Outbound Contact Center Software Improves Customer Communication
February 27, 2013
By Amanda Ciccatelli
, TMCnet Web Editor
As more contact centers move to the cloud, businesses of all sizes are realizing the benefits of the cloud over on-premise contact centers. While there are hundreds of providers out on the market who all boast excellent software, it’s critical that business decision-makers make thoughtful decisions on which software is right for their contact center.
In today’s competitive contact center world, it is no longer sufficient to advertise and expect the market to come to you through an inbound phone call. Instead, existing customers need to be encouraged and enticed in order to be loyal and new customers need to be searched for.
Businesses are always looking to increase their customer service levels as retaining existing customers is far less cost intensive than attempting to win new ones. As a result, they are proactively making contact with their customer base on a regular basis to increase customer service by way of outbound dialing. Outbound should be a core part of any organization's market strategy because it is a way of developing customer relationships as well as getting the right proposition to an accurately targeted market.
"One of the areas of rapid change in the contact center is the growth of diversified media services that provide all-in-one offerings, ranging from IP-based telephony through email, SMS, instant chat, video and the latest integrated web services," said Nexogy CEO, Carlos Lahrssen, in a statement
Nexogy, a hosted communications solutions provider, and Sytel (News - Alert) Limited, a vendor of contact center software with predictive dialing, have decided to partner up in order to offer enhanced features and functionality with a brand new outbound call center solution. This solution will provide businesses with a complete cloud-based call center solution with centralized management.
Lahrssen added, "By adding Sytel's outbound call center services, we back our commitment to bringing our partners and customers the latest, most advanced call center technologies available."
Today, Nexogy gives small and medium-sized businesses the power to manage all of the communications from anywhere, at any time. The company has in fact been providing communications services to thousands of businesses for over a decade, bringing new technology to the desktop and device, combined with outstanding customer service.
Mike McGowan, Sytel's vice president of sales, North America, said, "Sytel brings unbeatable productivity dialing under FTC (News - Alert)/ FCC regulation to customers who want the best in predictive dialing while staying strictly within the rules for silent calls. The increase in productivity we offer over progressive dialing means that payback for an outbound solution can be measured in weeks and months, rather than months and years."
Edited by Rich Steeves