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Contact Center Software Articles
- Contactual's New OnDemand Contact Center Transforms Online Retailer Use
Attention Retailers: we know you constantly face challenges in the rapidly growing customer service department. Every customer interaction provides a business with the opportunity to increase revenue and strengthen customer loyalty, but with issues such as missed calls, lengthy hold times and un-necessary call transfers, you'll find your customers unsatisfied and looking elsewhere to buy. Contactual has addressed these pertinent issues with the introduction of their OnDemand Contact Center, which covers all customer-facing aspects of your business by offering flexible, comprehensive, cost-effective features to improve both the quality and efficiency of every customer service interaction.
5/25/2012
- 8x8 Sees Record Results in Fourth Quarter
8x8 Inc., a company specializing in VoIP services, video conferencing, cloud hosting and unified communications, has announced its financial report for both the full fiscal year of 2012 and fourth fiscal quarter of 2012. Some of these results were record breaking for the company, with the fourth quarter being particularly successful.
5/18/2012
- Contactual OnDemand Contact Center for the Efficient Help Desk
The internal help desk serves as an important function to support all users within the enterprise, or an extended customer base relying on key technologies for efficient operations. To support such efforts, Contactual offers its OnDemand Contact Center to enable the full management of Travel, Facilities, IT and Human Resources help desks for a growing customer base.
5/4/2012
- Infor CRM Deployed at Connecticut Casino Contact Center Operations
Business application software developer Infor announced that Mohegan Sun, a Connecticut-based gaming and entertainment destination, has selected the Infor CRM Enterprise to increase revenue and boost customer service quality at its contact center operations. Infor said that Mohegan Sun would benefit from the solution's consolidated data access and the ability to track customer preferences to deliver a more personalized guest experience. Infor CRM also features an Interaction Advisor that can customize communication with patrons at various contact points, opening up multiple cross-sell and up-sell opportunities.
3/22/2012
- Presence to Unveil Webb Apps Suite for Contact Centers at Enterprise Connect 2012
Multi-channel contact center solutions developer Presence Technology announced that it will unveil its Web Apps solution suite at the Enterprise Connect 2012 conference on March 26th at the Gaylord Palms Resort in Orlando, Florida. Presence Web Apps comprises a variety of fully Web-based, front-end applications for contact centers.
3/22/2012
- Vodacom Integrates Social Media into Contact Center Service Operations
South Africa's largest mobile telephone communications service provider, Vodacom, will install a social media solution from Genesys to integrate social media response into its contact center operations. The company said it had selected Genesys Social Engagement to deliver automatic social media responses to customers across its entire customer service and contact center system.
3/15/2012
- Dubai Contact Centers Deploy Al-Futtaim Technologies' Contact Integration Solution
Systems integration solution developer, Al-Futtaim Technologies, announced that it has signed an agreement with the Dubai (United Arab Emirates) Department of Economic Development (DED) to deploy an advanced contact center solution designed to improve customer service, boost contact center agent productivity and permit the DED to communicate across its various departments and contact centers using an single, integrated solution.
3/15/2012
- Aspect Scores Highest in Workforce Management Market Report
Customer contact service and Microsoft platform service provider Aspect announced that it has received the leading grade in DMG Consulting's 2011 - 2012 Contact Centre Workforce Management Market Report. The report reviewed the performance of eight WFM vendors. Aspect received the best customer satisfaction scores in five categories. Aspect's scores also tied for the best in three additional categories, including Overall Satisfaction. The company said it had received the leading grades in seven of 14 product satisfaction subcategories and tied for best in six.
3/6/2012
- VocalCom Offers Web-based Contact Center Solution for UK Clients
Paris-based Vocalcom has announced plans to extend Web-based unified contact center solutions to customers in the UK from operational facilities located in Guildford, Surrey. Vocalcom's contact center solution provides low cost contact center service with minimal software installation issues, the company said. The solution can be implemented and commence operation in days.
3/5/2012
- OASYS and DMG Partner Up To Improve Contact Center Security
OAISYS, a business call recording and contact center management solutions provider and DMG Consulting LLC, today announced the publication of a white paper titled, "Payment Card Industry Data Security Standards (PCI-DSS) Guide for Contact Center Managers."
2/15/2012
- 8x8 Demonstrates Value of Contact Center Software
If there was any doubt on the increased importance of contact centers, the recent earnings growth of contact center software company 8X8 should put that debate to bed. Despite self-service channels and mobile applications, customers still want personalized and direct interaction with a company and the contact center serves to fulfill that role.
1/24/2012
- Really Simple Systems Announces Launch of New Mobile CRM Application for Medium and Small Sized Organizations
Really Simple Systems, a web based provider of customer relationship management solutions, has announced its latest offering, New Mobile CRM application, designed ideally for medium and small sized business customers. The company in its announcement stated that the new Web based CRM application has been developed to function with iPhones and Blackberries as well as Android or Windows based phones. The new mobile CRM solution can also be used over Internet-enabled smart devices and tablets.
12/27/2011
- HP Respects Autonomy's Special Culture as Companies Meld
It's likely that few things are as exciting and attention consuming in a top executive's professional career than being involved in a corporate buy-out, especially when the two companies involved are well-known players in their respective spaces and the deal draws tremendous media coverage.
12/16/2011
- Ntractive Unveils Elements CRM 4.0
Ntractive, the Mac CRM Business experts and the developers of Elements CRM for the Mac and iPhone unveiled version 4.0 of its Elements CRM Cloud Solution.
12/1/2011
- Contactual's Contact Center Software Drives Effective Results
Are your customers always directed to the appropriate agent who can handle their problem or request? Is your contact center software designed to route calls according to customer need and the skill level of your agents? Do your platforms incorporate multiple channels to support all interactions?
11/18/2011
- The ROI of Virtual Contact Centers
While anyone who has ever worked as a manager, supervisor or director in any corporate environment knows that "return on investment" is perhaps the single most important metric a company will use before it allows a purchase order to be signed, in this particular uninspiring economy - where businesses are struggling to make more out of less - it has nearly gotten to the point where we need to present return on investment figures before we're allowed to purchase a box of paper clips.
9/29/2011
- 8x8 to Acquire Contactual
8x8, a provider of cloud communications and computing solutions, has just acquired Contactual, a provider of cloud-based call center and customer interaction management solutions. The deal is expected to close on September 30, 2011.
9/12/2011
- Contact Center Software to Drive the Consistent Customer Experience Across All Channels
Managing customer engagements is a challenging task regardless of the tools and technologies in place to streamline the process. The primary goal within the contact center is to achieve first call resolution and ensure each customer call ends in satisfaction. This is a challenging goal, even if you have the right contact center software in place.
9/12/2011
- What Did We Learn from Dreamforce?
As the dust settles on Salesforce.com's popular and well attended Dreamforce event, held last week in San Francisco, many attendees are still busy trying to process what they've learned. Billed as "the cloud computing event of the year," the even was so broad and in-depth - with 40 sessions for service and support professionals alone - that attendees probably wished they could split themselves in three.
9/8/2011
- Three Ways to Use Customer Touch Points To Your Advantage
In a good post titled "How to manage different customer interaction points to enhance customer engagement" on the Contactual blog, Meghdutt Brahmachari notes that as an organization selling something, "how you manage your customer engagement will make or break your business."
8/30/2011
- E-SoftSys Unveils e-CRM Add-on Module Version 2.0
E-SoftSys, a Total Solutions Provider for the self-storage industry and a Microsoft Gold Certified Partner, released the latest version of its e-CRM (Customer Relationship Management) add-on Module.
8/10/2011
- Hosted ACDs Offer Tangible Benefits to Call Center Managers
Possibly the most essential component of a call center, the ACD is designed to quickly and effectively distribute calls to the right people based on call volume and experience level. There was once a time when the ACD was an on premise appliance that cost thousands to purchase and maintain. Those days are well behind us.
8/3/2011
- Contactual Celebrates Second Consecutive Quarter of Strong Revenue Growth
Hosted customer interaction management solutions provider, Contactual, has announced another consecutive quarter of strong revenue growth. This continued performance and revenue acceleration demonstrates that cloud-based contact center solutions are rapidly being adopted throughout the global market. Contactual's position in the marketplace is helping to enable this transformation.
7/28/2011
- Avaya's New Aura Contact Center 6.2, Aura Experience Portal Integrates Experience
One of the most frustrating and irritating experiences customers face is reaching out to an organization over one channel, then changing channels especially from social media or the web to live agents and then having to repeat themselves. This procedure makes customers not surprisingly less satisfied-especially when they are on the go via wireless devices-while boosting total contact handling costs.
7/12/2011
- Alterian Reveals Which Firms Win The Social Media Jousts
In the joust to win the hearts, minds and most importantly the wallet share of customers the stakes have never been higher thanks to a slow-growth economy where each buyer is golden and they know it, and will go elsewhere if their needs are not met.
7/6/2011
- The "Uncentered" Call Center
It shouldn't be news to you at this point that the call center isn't really a place anymore: it's more of a concept. Once upon a time, call center agents worked in "boiler-room" style facilities, tethered to telephones with cords. Even if they had more advanced computer-based capabilities like computer-based scripting and screen pop, technology limited them to staying in one place. Many contact centers were forced to run three shifts in order to keep a contact center staffed 24 hours per day.
6/27/2011
- Sword Ciboodle Delivers Contact Center Software for Nicor National
Nicor National, a provider of home warranty and energy management solutions, was seeking a partner to help drive it contact center modernization efforts. Sword Ciboodle, a provider of customer engagement solutions, was selected as the provider of choice.
6/23/2011
- Webinar Discusses Role of Social Media in the Contact Center
Two leaders from the contact center industry today shared their insights and explored developing options for contact center managers and supervisors when contemplating the recent developments in social media, and how to take advantage of social channels.
6/15/2011
- TMC, Contactual Present a Webinar on Preparing Your Contact Center for the Rise of Social Media
NORWALK, CT (June 7, 2011) -- TMC, a global, integrated media company helping clients build communities in print, in person and online, and Contactual announced today a webinar event, "Preparing Your Contact Center for the Rise of Social Media," which will be held live on Wednesday, June 15, at 2 p.m. EDT/11 a.m. PDT.
This complimentary webinar, sponsored by Contactual, will present how to navigate the new world of the connected and sophisticated customer.
6/7/2011
- For SMBs Hosted Call Center Software Makes Competition with Giants a Reality
The benefits of the cloud are commonly cited as a reduction in start-up cost, flexibility to expand and elimination of maintenance, but while all of these things are great on their own, they offer benefits that are beyond the sum of their parts. The cloud can realistically make a call center more competitive and ready to take on competitors regardless of size. The power that they offer to a company is probably part of the reason why this market is expected to grow six-fold by 2020 to $241 billion.
5/31/2011
- Contact Center Software Can Turn Money-Losing Customers into Profitable Accounts
Contact centers have come a long way since the traditional days of a desk, analog phone and diligent note-taking. Centers today rely on contact center software to outline all activities, route calls to the appropriate agent, pop information from the CRM platform, measure performance of agents and teams and so much more.
5/26/2011
- Call Center Service Week in Review: Deals and Outage Declines
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.
5/20/2011
- Understanding the Industry Leads to Optimal Contact Center Software Implementations
Contact centers today are managing effective customer service delivery in multi-channel environments. Customers are increasingly seeking support through self-service portals in lieu of live agent calls. Even social media is playing a role. In fact, according to Gartner, at least 35 percent of customer service centers will integrate community or social capabilities by 2013. With this growth, it is essential that contact center software solutions support the trend.
5/20/2011
- True Customer Engagement Requires A 360-degree View
It's always important to excel in customer services, but in a tight, competitive economy, it becomes even more critical. Now that customers have about five times as many ways to contact you than they did a few decades ago, high-quality, two-way customer service (also known as "customer engagement") is even more critical. It won't do you any good to offer stellar customer service over the phone, only to fall down on another media - Web chat, e-mail or social media - with the same customer. All the hard work you put into the phone call is quickly erased if the customer experiences frustration during another, non-phone, contact. It is therefore critical to make sure you customer engagement is equally high across all customer touch points.
5/11/2011
- Contact Center Software Provider Loves Competition
Competition within the call center environment can certainly help to drive activity and motivation as each call center agent has specific performance criteria they must be able to either meet, or beat. When financial gain, or some other type of motivator, is used to liven up the competition, performance always spikes.
5/6/2011
- Contact Center Software - Can it Remove the Center from the Contact Center?
What would the contact center software industry look like if the center were removed from the contact center? This question was posed in a recent Contactual blog. The focus of the blog was not to confuse the reader, but to inspire an exploration into the possibilities that exist if the contact center no longer confined to a building.
4/28/2011
- Contact Center Software Enables Call Back Feature for Contactual Clients
Companies with a customer care focus often rely on contact center software to provide the necessary tools to improve the overall experience for the customer. When that company also operates a contact center, the technology and software available can go a long way to improving the level of service delivered and the likelihood that a customer will continue to buy from that company.
4/20/2011
- Three Contact Center Software Necessities for Quick ROI
Improving the quality of a call center operation is something that all communications operation managers wish they could do. Getting results out of your team means you'll need each of them performing at top quality, and to make sure they do this there are a number of contact center software solutions that you can incorporate.
4/7/2011
- Contact Center Software Support for Mergers
While some herald the merger between AT&T and T-Mobile as the dawn of a wireless monopoly and others as a new age for network coverage, there is one question no one seems particularly concerned to ask this early in the game. When two telecom giants merge, how do they combine their customer service strategies?
3/29/2011
- Hosted Contact Center Software with CRM Integration Ensures Execution
How well does your contact center software enable your organization to execute? This question is an important one, according to this Contactual blog. Authors Larry Bossidy and Ram Charan pointed out in their book, Execution: The Discipline of Getting Things Done that execution is the ultimate difference between a successful company and its competitors.
3/14/2011
- Cloud Based Contact Center Software a Safe Bet
"The cloud" is about as big a buzz word right now as any technology in the contact center software space. The question is does it have the clout to follow through on the hype, or is it about as ephemeral as the atmospheric phenomenon it gets its name sake from?
2/24/2011
- InQuira's Platform Now SAP-Endorsed
InQuira, which sells enterprise knowledge products for Web self-service support, contact center support and social communities, has announced that its InQuira Platform is now SAP-endorsed.
2/17/2011
- TeleWare Updates its SIP Trunking Capabilities
To outspace the rapidly expanding VoIP market with technological advances, TeleWare, the leading provider of communications solutions for mobile and distributed workers has added two new enhancements to the capabilities of its SIP Trunk solution.
2/11/2011
- Speech Modules Launches Call Monitoring Site with Speech-to-Text Features
Speech Modules, Ltd. recently announced the launch of its new website specifically designed to reflect Speech Modules' strategic shift from providing hardware-based Automatic Speech Recognition (ASR) solutions to providing software-as-a-service based Speech-to-Text solutions for telecom operators, call centers, healthcare providers, smart phone users, homeland security agencies and more.
2/10/2011
- Contact Centers to be Outsourced to India Prisoners
You've heard of call centers being outsourced to India. Perhaps you've even heard of the practice of outsourcing contact centers to prisons. Next stop? Combining the two and outsourcing contact centers to India prisoners. Need to check the balance on your credit card? A man chained to his desk, serving a life sentence for murder, will be happy to help you, according to British newspaper The Guardian.
2/3/2011
- Avoid Natural Disasters Sinking Your Contact Center
One doesn't need to look far to find natural disasters -- just look at the floods in Queensland, Australia today. Floods, fires, earthquakes, you name it, we've got it. And if you live in Southern California, well, you get the mud slide special as well.
1/28/2011
- Spirit Incentives Discovers the Power of Contactual's Contact Center Software Solution
Contact center software is an important tool within the customer service center to be sure all tasks completed are working toward the common goal, that agents hit their targets and contact center managers are leading appropriately to continue to drive optimal performance. It sounds like significant expectations placed on one platform; but in reality, the results are a combination of the proven tools and old fashioned hard work.
1/24/2011
- Why Hosted Contact Centers Make Sense for Today's Organization
Contact centers play a vital role for the organization, but can they deliver more value if they operate on-premise or as a hosted solution? For a number of industries and organizations, the on-premise contact center model is becoming obsolete while the hosted platform is gaining in adoption rates. In fact, on-demand contact centers are increasingly recognized as a smart way for companies to maintain agility while still delivering high quality service to customers.
1/14/2011
- Webinar Examines the Advantages of Hosted UC
Unified communications services allow employees to engage in more fulfilling conversations with a customer base across a variety of media formats. Voice, email, web chat and social media are all available via one universal dashboard allowing for deep visibility and flexibility in reaching out to consumers.
1/13/2011
- Kanoo Travel Opens Women Only Call Center
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
- CRM Evolution Offers New Opportunities in the Contact Center Software Space
Contactual's line of on-demand contact center software offers startups and veterans a like a way to add utility to their operation. From CRMs to ACDs flexible cloud based solutions take the guess work out of customer services, creating sales opportunities and keep customers satisfied. As the end of the year approaches and the Dreamforce dust settles down it is worth thinking how CRMs have evolved over the years and how their implementation has become invaluable to call center space.
12/21/2010
- Google to Pay More Attention to CRM
The recent hub bub surrounding Google's changing algorithms has probably gotten more attention than the search engine giant would have liked. Revealing that it changed its search result requirements to try and avoid ranking businesses that supply poor customer service, Google has tried to diffuse the situation that has become an alarming reality: When vendors treat their customers like dirt, they get great search results.
12/2/2010
- Sitel Brings Call Center Services to Nicaragua
Latin America, and Nicaragua, in particular, has emerged as a call center hot-spot due to the region's ability to offer culturally aligned, multilingual talent for a wide range of U.S. consumer markets.
To leverage these benefits and further expand the service in the region, Business process outsourcing (BPO) provider Sitel will open an additional call center in Managua, Nicaragua.
11/24/2010
- Microsoft Dynamics on SMB CRM Trends
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
- Expanding Your Options AND Saving Money With Contact Center Software-as-a-Service
Chances are pretty good that unless you're selling smart phones, you're feeling a little pinch this recession. Most companies have cut their operations down to nearly bare bones, between a combination of lay-offs and hiring freezes, and have squeezed their remaining employees for a little more effort. So what happens when you need to slim down expenses even further?
11/4/2010
- Sonus Talks Call Center Solutions and Intrusion Prevention at This Year's International Call Center Expo
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
- Hosted Contact Center Software a Smart ROI for SMBs
Especially for contact centers and SMBs the movement to hosted software solutions adds a number of benefits with significant ROI. A recent Symantec study showed that Medium businesses are most likely to adopt newer technologies because they had the capital to invest and the flexibility to change. But that doesn't mean that small businesses aren't also taking notice of the SaaS sphere, which is likely to continue the growth it's seen in recent years.
10/22/2010
- Symantec Survey Reports Innovation in Mid-sized Businesses
Most would assume that companies on the large end of the spectrum would be innovators in the technology realm. But as it turns out medium sized businesses are the companies leading the way when it comes to adoption of new technologies both premise and cloud based. This information comes from Symantec's 2010 State of the Date Center Report.
10/20/2010
- Q&A with RightAnswers
Having accurate, timely and user-friendly IT support is the key to customer and employee satisfaction, as well as employee productivity. Yet supplying it in that manner can be expensive. New and upgraded technologies and applications create new challenges and problems that must be rectified. Organizations struggle then with providing both external and internal technical assistance i.e. the help desk that meets needs and is budget-conscious.
9/24/2010
- Going Green and Saving Green with Hosted Contact Center Software
How important is it for the contact center to Go Green? And, if it is important, what changes must take place in order to make the contact center more environmentally friendly? A recent blog post on contact center software provider Contactual's website focuses on the importance of going "green" and how it can expand the labor pool while reducing overall costs.
8/20/2010
- Contactual's Hosted Contact Center Software: Fast, Easy and Affordable to Deploy
Contact center software is an important investment for any company running a customer service center, as it helps to streamline essential processes that can be daunting when handled manually. For years, contact centers would implement premises based systems to drive efficiency, but the move toward hosted solutions is changing this trend.
8/13/2010
- With Hurricane Alex About to Hit, Contactual Offers Business Continuity Insights
The 2010 hurricane season has officially begun, with the first named storm, Hurricane Alex, projected to slam into northern Mexico late Wednesday; warnings have also been posted for the south Texas coast. There are projections are for more hurricanes like Alex but hopefully none like Hurricane Katrina that devastated the Southeast five years ago.
6/30/2010
- Enterprises Can Benefit from Cloud-based Contact Center Software Too
Although contact centers have carved out a niche for themselves in the modern day industrial scenario, many companies are yet to realize the inherent benefits of having a contact center. So, often, companies do not realize the true value of their contact centers and end up losing out on potential business.
6/8/2010
- Second Call Treatment Plans Deliver Value to the Contact Center
In this day of tighter budgets and lower customer spending, customer retention is an important focus for a number of companies. In the contact center, first call resolution will go a long way to keeping the customer satisfied. A recent Primas Group white paper takes it one step further and suggests having a second call treatment plan is essential to customer retention.
5/27/2010
- Cicero, Pipkins Partner on Marketing, Sales
Against a competitive backdrop of growing workforce optimization firms offering an integrated and widening array of products, Cicero, which makes customer experience management and desktop integration solutions, and workforce management (WFM) software supplier Pipkins have signed a marketing and sales partnership agreement.
5/21/2010
- Global Crossing Helps Clarity Consulting Deliver New Contact Center Software
Global Crossing, a leading global IP solutions provider, will be providing its suite of Session Initiated Protocol (SIP) Trunking services to Clarity Consulting, a software development consulting firm and independent software vendor, to deliver its hosted contact center solution called Clarity Connect, a new software and services solution based on the Microsoft unified communications platform.
5/14/2010
- Kotak Contact Center Operations Consolidated by Servion
Servion Global Solutions, specializing in Customer Interaction Management or CIM, has announced that it has consolidated Kotak Group's entire contact center operations. Kotak Mahindra is a banking and financial services organization in India. Its services include commercial banking, car finance, stock broking and asset management among others.
4/15/2010
- Cloud-based Contact Center Software Provider Contactual to Participate in SuiteCloud 2010
Contactual -- a leading provider of cloud-based contact center software and a longtime partner of cloud-based CRM software provider NetSuite -- is set to be in attendance for SuiteCloud 2010. This year's conference is set to be held April 14-16 at the InterContinental Hotel in San Francisco. Other partners slated to participate include Amazon Web Services and Google.
4/8/2010
- AskAFS Expands Operations, Recruiting with Contactual's On-demand Contact Center Software
AskAFS began operations 20 years ago with service to one of the largest Employee Assistance Programs in the U.S. But "seven years ago, when we broadened our business model to include other non-EAP initiatives, we saw the need for new technology to manage the growing number of inbound calls," says Mark Guyott , askAFS VP of operations and administration.
2/16/2010
- Contactual's Hosted Contact Center Software Gaining Traction with Large Enterprises
Hosted contact center software provider Contactual announced today that it now has 40 large enterprise customers – a significant milestone considering that it comes in the midst of a very difficult economic climate. The company reports that its hosted call center platform, which has traditionally been popular with small to midsized companies, is increasingly being adopted by Fortune 500 firms.
9/30/2009
- Contactual's OnDemand Contact Center Software
Contactual's "OnDemand Contact Center" software is designed and engineered to provide an exceptional customer interaction experience. Over the years, Contactual has simplified the customer contact experience and made it accessible to organizations that want to improve the way they interact with their customers for low subscription fee.
7/29/2009
- Contactual OnDemand Contact Center
Maintaining organization in contact centers can be overwhelming at times with agent productivity and customer service. A San Carlos, Calif.-based provider of contact center solution "OnDemand Contact Center" will bring value to clients, and immediately realize significant cost savings to clients.
7/10/2009
- Free Webinar: Contact Center Customer Satisfaction
The number one rule when working in customer service is to keep the client happy. If agents in contact centers are able to do this, then customers are sure to keep calling and coming back based on the service they received.
7/2/2009
- Contactual and CallTower Partner to Provide Hosted Communications
Contactual, a leader in on-demand contact center software empowering small businesses and enterprise departments to end customer frustration in conjunction with CallTower, a provider of managed enterprise-class unified communications solutions, have announced a partnership to cross sell technology. This partnership will allow both companies to obtain a fully integrated unified communications solution that spans the whole enterprise.
6/24/2009
- AAA Life Listening to Customer Opinions to Keep Them Happy
Companies today are realizing that the key to staying afloat in a sinking economy and a highly competitive market is by focusing on the customer and their needs. Customers are key to success because they're perception of the company determines whether or not they will continue to do businesses with them and can also help bring on new customers.
6/15/2009
- Call Center Outsourcing Continuing to Prosper
According to Frost & Sullivan and analysis in the firm's EMEA Contact Outsourcing Markets, the market earned revenues of $15.2 billion and anticipates that this will reach $19.9 billion in 2014.
6/9/2009
- FREE WEBINAR Delivering Contact Center Solutions
On Wednesday, June 3, 2009 2:00 PM EDT / 11:00 AM PDT, IQ Services will be giving a free Webinar, "Something for Everyone: Testing Multi-Channel Contact Center Solutions from the Customer Perspective." Register now!
5/21/2009
- Scottish Contact Center Market Continues to Grow
One community that tends to favor the contact center is that of Glasgow. This city alone has 25,000 residents that work in a contact center. With this number, just over six percent of the population relies on this industry for employment.
5/11/2009
- Frost: Contact Center Industry in Asia Pacific to Grow Over the Next Five Years
The contact center industry in Asia Pacific is expected to grow at a compound annual growth rate (CAGR) of 10.5 percent by the year 2014. Asia Pacific had been a high growth region for the contact center industry till the recent economic slowdown. The total number of seats in Asia Pacific for the contact center industry stood at about 1.7 million seats in 2008.
5/7/2009
- TMC Announces IP Contact Center Technology Pioneer Award Call for Entries
Technology Marketing Corporation (TMC), www.tmcnet.com, a global integrated media company, today announced that the Third Annual IP Contact Center Technology Pioneer Award, presented by Customer Interaction Solutions magazine, is open for entries. This award recognizes the companies that have developed innovative IP contact center solutions identified as the "best of the best."
4/14/2009
- Contactual Will JumpStart Your Call Center
Contactual's primary reason for its success in on boarding is the company's JumpStart program. A series of four 90-minute conference calls designed to provide thorough training and help new customers turn basic Contactual offerings into the perfect contact center for their needs.
4/6/2009
- Contactual Will Bail Your Call Center Out
You may have heard that some on-premise call center equipment providers have been facing financial difficulties. Unfortunately, their financial situation could be putting your call center operations at risk.
3/23/2009
- Bay Bridge Decision Technologies' Partners with TMC to Help Contact Centers
Keep ahead of all the other contact centers by attending Bay Bridge Decision Technologies' three part Webinar hosted by TMC. The three part Webinar series will talk about strategic planning for contact centers presented by Ric Kosiba, co-founder and president of Bay Bridge Decision Technologies'.
3/16/2009
- Matt Krichbaum Appointed as Contactual's VP of Operations
Looking for a Contact Center Software solution? Contactual's OnDemand Contact Center solution ties together all customer communication channels (phone, e-mail, Web chat, voicemail) and provides a variety of metrics and productivity tools.
3/16/2009
- Contactual Praised as Cost-Effective Key Ingredient for Success
askAFS, a leading provider of telephone and web-based financial counseling for its clients' employees and/or members, was in the process of hiring expert financial counselors nationwide who could work from their home offices to serve askAFS's diverse client base.
3/11/2009
- Forrester: Customer Experience Counts
Customer satisfaction should be the number one priority in any business. Customer experience is usually measured by whether the company meets a customer's needs, whether the company is easy to work with, and the satisfaction of a consumer's interactions with the company.
2/27/2009
- Contactual Adds Usability, Management Features in Contactual OnDemand Contact Center Version 6
The updated solution offers better security, a new reporting API and an improved IVR editor. It also has a redesigned agent toolbar, ability to broadcast notices to agent groups, enhanced chat functions and desktop sharing to make agents more productive and improve job satisfaction. Platform capacity, stability and interactive toolbar performance are all significantly improved over previous versions.
2/23/2009
- Contactual Available on NEC 's SaaS Application Store
Contactual, provider of on-demand contact center solutions, announced the availability of Contactual's OnDemand Contact Center solution for NEC's ApplicationsNet. NEC's ApplicationsNet is an integrated SaaS application store, which offers third-party and NEC-developed software and telephony services via a single portal to meet the IT needs of NEC's small and medium-sized business customers.
1/21/2009
- Quality Management and Liability Recording Market Returns Strong Performance
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
- Contact Center Software for Help Desks
Traditionally, help desk software for contact centers was designed to simply provide an incident-tracking system for resolving customer technical issues.
4/8/2008
- Applications for Contact Center Software
Today's contact centers—-which handle inbound and outbound communications with customers using phone, e-mail, fax and Web chat—-rely on specialized software to automate or streamline many processes.
4/8/2008
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