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Virtual Call Center Articles
- Looking for Scalability in Your Customer Care? Consider the Virtual Call Center
There's a movement taking place in the call center space. Companies the world over are moving their extensive, premise-based systems to a virtual call center deployment. Contactual is playing an integral role in this movement, picked out by call center experts for its ability to deliver multi-site support, reliability, scalability and ease of use.
2/10/2012
- Egyptian Start-up to Offer Home-Based Call Center Agents from a Global Pool
While companies debate the economic advantages of virtual contact centers - using home-based agents to build a distributed workforce, using technology to tie everyone into one organization - the merits and benefits of such a call center model seem to be expanding daily. While the model first reared its head in North America, other regions are rapidly realizing the benefits, and some organizations are taking it beyond regional.
2/3/2012
- Will Mobile Apps Lead to the Death of the Virtual Call Center?
The advancements in mobile technologies suggest the useful life of the call center is limited. This assumption may be true if you consider the call center to be a room of several agents simply talking on the phone. Today's call center, however, is virtual, flexible and operating multiple channels to satisfy the customer's craving for personalized care. Is the death of the virtual call center eminent?
1/20/2012
- An Eventful 2011 for Virtual Call Center Provider Contactual
While it still has room for substantial growth, 2011 showed a dramatic increase in the willingness of enterprises and SMBs to embrace the virtual call center model. Offering scalability and reduction in initial capital investment, virtual call centers are a testament to what is possible in the connected world.
12/28/2011
- Virtual Call Centers Encourage Companies to Bring Jobs Back to the U.S.
3CLogic, a provider of virtual call center solutions, has recently confirmed that it sees a definite reversal in the trend of outsourcing call center jobs to other countries. The company is well equipped to help those companies preparing to bring call center jobs back to U.S.
12/23/2011
- Verizon Selects inContact for Virtual Call Center Solution
A matchup between Verizon and a virtual call center provider is big news, especially when that provider is inContact. The two will work together to provide a cloud-based portfolio of contact center services branded as the Verizon Virtual Contact Center.
12/12/2011
- Three Key Point Indicators Your Call Center Should be Monitoring
Your call center was designed to be a pinnacle of efficiency, satisfying the highest number of customers in the least amount of time. To do this effectively, there are a number of key performance indicators your call center should be collecting to determine what needs improvement. But not all KPI's are created equal, some are much more telling than they might appear at first glance, still others may seem important at the surface level but don't offer much past face value. So which 3 KPIs are most essential to track to for success in your call center?
11/18/2011
- On-Premise vs. Virtual Call Center: Comparing the Costs
As the concept of cloud computing is rapidly gaining adoption, much information is available concerning the cost advantages, ease of upgrade, elimination of upfront costs and access to enhanced capabilities. In the call center space, you also need to look at the inefficiencies of the on-premise call center and compare this information with the potential of the virtual call center.
11/4/2011
- Critical Considerations about Virtual Assistants Examined in White Paper
People make a lot of decisions when they are online. They form perceptions about companies and they make important buying decisions. What's different about the online experience from most other domains is that it is a solo experience, one over which a company has little control or influence beyond what has already been designed into their website. Therefore, if frustrations or questions arise for the browser or potential buyer, there are no sales agents or customer services reps standing by to help smooth the waters.
10/20/2011
- 8x8 Launches New Web Portal
A powerful new web portal by 8x8 is set to streamline subscribers' customization and management of its cloud communications services.
10/19/2011
- 8X8 Exec Talks Contactual Acquisition with TMCnet at ITEXPO West
Looking to further its commitment to the cloud services space, bulk up its client base, and address the voice and video communications and call center needs of SMBs and enterprises, 8X8 last month put a nice bow on its four-year collaborative relationship with Contactual by acquiring the cloud-based services company.
10/5/2011
- Contactual Offers Powerful Virtual Call Center CRM Integration
Are you seeking an opportunity to extend customer service initiatives, yet lack the necessary infrastructure or training to support a traditional brick and mortar call center? The advancements in technology have enabled the launch of the virtual call center and Contactual offers extended capabilities.
9/29/2011
- Virtual Call Center Boosts Communications at Children's of Alabama
The introduction of the virtual call center can help to streamline operations, deliver greater satisfaction for the customer and lower overall communication costs. Now, thanks to Amcom Software healthcare solutions deployment, Children's of Alabama should enjoy many of the same benefits.
9/23/2011
- 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
- Unified Communications in the Call Center Provides for More Productive Agents
The call center space is one that is constantly evolving with the introduction of new technologies and the adoption of streamlined methods that can minimize the cost of support, while also pushing out optimal service to the customer. These capabilities can be optimized through Unified Communications.
9/8/2011
- Contactual Welcomes Visitors at Dreamforce 2011
For the third consecutive year, veteran virtual call center provider Contactual will be returning to Dreamforce to show off its line of virtual call center software products and support the show as a sponsor. Run by cloud CRM leader Salesforce.com, Dreamforce showcases hosted technology from leaders in the industry, and offers attendees a number of resources to promote use of the cloud in their business model.
8/31/2011
- The Virtual Call Center Empowers Diverse Workforces and Cuts Cost for the SMB
When you think about a traditional call center, you likely envision the standard setup of rowed cubicles and agents. Virtual call center software has totally changed that image, effectively removing the "center" from call center while giving SMBs more control over their hiring process and budget.
8/24/2011
- Virtual Call Center Software Provides a Quick Path to Home Agent Operations
The benefits of the home agent option are fairly obvious to anyone who's worked in a call center in recent years. With this model agents get access to the same software elements, and call center managers pay the same software costs, but both save substantially on their office operations and commute. Virtual call center software is driving the growth of this sector, and is also giving customer service operators the a bigger pool to hire from.
8/19/2011
- SMBs Drive the Virtual Call Center Market
The gleaming lattice of interconnection that is the hallmark of the 21st century has quickly woven disparate markets from around the world into a tight global community. Connectivity of this scale can thrust SMBs from relative obscurity into the public eye in a moment's glance. Because of this, today's SMB needs to be prepared to come online with customer service and sales support incredibly fast. Fortunately for the businesses lucky enough to gain mass appeal, the virtual call center allows for almost instantaneous setup at virtually no capital investment.
8/11/2011
- Agent Attrition Threatening Philippine Call Center Industry?
Is agent attrition going to threaten the call center indstry's expansion? That's a concern raised by the Contact Center Association of the Philippines at their two-day annual summit. The industry now has a hiring rate of just 8 percent and loses one out of every eight new hires.
8/4/2011
- 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
- Upgrade Your Old PBX System to a Virtual Call Center Without Spending a Dime
As you seek to advance your customer-facing communications, there's no need to rip out that PBX system you've outgrown. Contactual's Software as a Service solution allows companies to keep their existing PBX and ACD system while expanding their capabilities. This virtual call center is a hybrid approach to give all staff more flexibility.
7/22/2011
- Move to Cloud Computing Drives Virtual Call Center Trend
In the contact center space today, the cloud is having a significant impact. Not only does this deployment model offer lower cost and greater functionality, it can also open up a broader reach for those operating in nearly every industry. In a recent Contactual white paper, the company took a broader look at the two biggest affects of the cloud on the traditional contact center.
7/13/2011
- Two Distinct Advantages of the Virtual Call Center
Virtual call center is no longer a buzz word; the technology has seen such widespread adoption within the industry that at this point it's practically a given in a customer service software company's portfolio. Scalability and ease of maintenance are certainly positive aspects to a hosted solution but there are two primary reasons why hosted call center solutions make sense for a business: cost savings and the home based agent model it enables.
7/6/2011
- Is Your Call Center Looking Cloudy? Good
"There's a reason your customers call you: They want to buy something; they want to ask you something; they need help with something they've bought from you."
6/24/2011
- Contactual and Voxeo to Discuss Social Media in Upcoming Webinar
On June 15, leaders from Contactual and Voxeo will conduct a webinar to discuss the effect that social media is having on the customer relationship management (CRM) and contact center industries. As social media grows to pervade so many consumer lives, businesses have to take definitive stance on how to leverage the brewing power of the customer that lies latent in the far-reaching arms of the social networking realm.
6/13/2011
- Virtual Call Center Provider USAN Acquires Interactive Softworks
With the proliferation of cloud computing and the rapid adoption of virtualization, the virtual call center is gaining in popularity. Companies of all sizes can expand their customer service initiatives for a fraction of the cost of a traditional call center when they leverage the virtual approach.
6/7/2011
- Want to Improve Your Virtual Call Center? Answer a Few Questions First
How successful is your call center? The truly gauge this answer, you may need to talk to the customers your call center serves. Taking a deeper look into the center itself, what technologies do you have in place to improve overall performance? Have you launched a virtual call center to improve performance and your bottom line? When evaluating the solutions you need for an effective call center, Contactual has provided the top five questions you should ask.
6/2/2011
- Improving Performance in the Virtual Call Center
Now that technology has evolved to the point that the center in the call center is no longer a requirement, do you wonder at times if this limits the features you can leverage in the virtual call center? It can be easy to assume that you would have to give up call monitoring or call recording or lose your ability to measure performance. The reality, however, is that the virtual call center creates an environment in which your agents can thrive and so will your customer service.
6/2/2011
- Still Wondering About a Hosted Call Center? The ROI is There
Contactual officials know the topic that "goes to the heart of every business operating today." Yep, including yours: "How to outmaneuver your competitors in an environment where change is a constant, cost containment is critical and flexibility is more important than ever before."
5/27/2011
- Virtual Call Centers Hold Tangible Benefits for Your Agents and the Environment
You've heard it a million times before, virtual call centers mark a significant opportunity for customer service operations to remain flexible as they expand and save significant sums of money in the process. But the benefits of savings don't need to stop at the management level. Contactual has helped hundreds of customers increase revenues and save costs with its SaaS based OnDemand contact center solution.
5/18/2011
- Contactual Announces Its Co-Sponsorship of NetSuite's SuiteWorld 2011 Event
On-demand contact center solutions provider Contactual has announced it is a Silver Plus sponsor for NetSuite's first-ever global conference for customers, partners and developers - SuiteWorld 2011. San Mateo, California-based NetSuite is a provider of cloud-based business management solutions. The event, which runs from May 8 to 12 in San Francisco, will offer attendees the insight, inspiration and training they need to run their business faster and smarter "in the cloud."
5/11/2011
- Virtual Call Centers Thriving in Recovery
Living large in the cloud appears to be the way to go as of late. Companies launching in Silicon Valley that operate as Internet-based businesses are responding to growing opportunities, producing sales impressive enough to land them 5th overall and 2nd in profit market and market value.
5/6/2011
- Recovery Sparks Demand Growth for the Virtual Call Center
Silicon Valley startups have not always been the darlings of strong growth, as demonstrated by the dot.com bubble that burst in the none-too-distant past. For those companies operating in the cloud, however, now is a good time to branch out into new opportunities. In fact, the demand for hosted solutions continues to grow as organizations recognize the power in the platforms, especially that of the virtual call center.
4/28/2011
- Virtual Call Center Allows for Integrated CRM Approach
The virtues of the virtual call center are consistently evaluated in this market that is increasingly turning to the cloud and hosted solutions. Why should you consider this option for customer support? You want to be able to effectively answer your customer calls and build a loyal base, but this is easier said than done.
4/18/2011
- Virtual Contact Centers Turn Your Business Green
Of all the positive attributes attached to running a virtual content center--meaning agents work remotely-being an environmentally conscious business is often undervalued if not overlooked entirely. And that's a shame because the "green" aspects of the virtual contact center are very notable.
4/15/2011
- Contactual's Virtual Call Center: Value in the Cloud
The virtues of the virtual call center have long been debated among those operating in the call center space. While some believe that in-house operations are the only true way to support key customer service initiatives; there are still others who tout the cost and efficiency benefits of the virtual platform. In this Contactual piece, the benefits are shared and a strong business case is made for the virtual call center.
4/1/2011
- Contactual Honored with OnDemand Top 100 Ranking
According to press release issued earlier today, for the second year in a row, software provider Contactual has been recognized as a leader in the on demand field for its portfolio of customer service and virtual call center solutions by AlwaysOn. Contactual enables call centers to access new competencies in a modular respect, cherry picking solutions that work for them as they expand. Contactual has customers ranging from Fortune 500 companies to small and medium businesses, and distribution partners serving the U.S., Canada, Europe, Japan and Australia.
3/24/2011
- Ritter Communications Implements Intelestream CRM Solution
Intelestream, a provider of customer relationship management (CRM) consulting and CRM Software as a Service (SaaS), announced the implementation of a ROI driven online CRM solution for Ritter Communications, a provider of business and residential communications services.
3/15/2011
- Technology an Augmentation to Call Center Agents, Not a Replacement for Them
Virtual call center software offers an advanced technology solution essential to the day to day operations of a communications operation. Many suites offer a variety of automatable tools and services that can direct customer request and in some case even answer basic customer questions. But while computers are faster and smarter than ever before, there are still things that a good old fashioned mammalian encephalon does better. Agents might be reliant on some of these technologies to facilitate the tasks of a call center but ultimately they're the ones that make the final decisions, and rightly so.
3/1/2011
- Virtual Call Centers Make Sense for Government Spending
The talk in the technology sector appears to be centered on the "cloud" as of late. With so much focus in this direction, it can become somewhat confusing as to what a company can expect from the cloud and whether or not they should make a move toward this platform. As captured in this Contactual blog, the U.S. government is facing the same challenge and asking the same question.
2/24/2011
- Virtual Call Center Organizations Can Drive Satisfaction with the Right Focus
When an organization is focused on customer service, it would stand to reason that their customer churn rates would be low and customer satisfaction would be high. That is not always the case, however, and now those running a virtual call center must take a step back and examine whether or not they are focused on the wrong elements of customer service and not creating the experience for the customer that they mean to create.
2/17/2011
- Contactual Channel Debuts on YouTube
"We're proud to announce our new Contactual Channel on YouTube," say officials of the company, adding that "we've designed it to be much like our contact center products, a place where you can go and-on demand-connect with the content you need to run your call centers more efficiently, more effectively, and with the flexibility to deliver top-notch customer service."
So, log on -- "at your convenience," they say, "because that's the way we roll at Contactual"-and check out the videos: "We've already posted nearly half a dozen clips on topics as diverse as integrating Salesforce.com and NetSuite CRM to the benefits of virtual call centers and the improved security of a hosted call center."
2/3/2011
- Utilizing Hosted UC in your Virtual Call Center Solution
UC has redefined the communications field, allowing connection through multiple avenues via a single unified platform or interface. The incorporation of a unified solution can enhance your virtual call center software's reach, increase customer service levels and allow you to more intelligently serve your customer base.
1/25/2011
- Top Five Industry Developments in 2010/2011 Prove Virtual Contact Centers are Becoming the 'New Normal'
Recently, Bloomberg Businessweek featured an in-depth discussion on what it called the "New Normal." When boiled down, the "New Normal" is the widespread belief by politicians, academics, businesspeople, and many everyday Americans that the past few years of the "Great Recession" have irreversibly altered our country's business and economic environment. While the "New Normal" certainly poses serious challenges to the global community, it can also be viewed with opportunity and optimism. This "New Normal" will reward industries and companies that find more efficient ways of doing business. Winners will be those that focus on providing higher quality products and services at a more competitive cost.
1/17/2011
- 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
- Contactual's Virtual Call Center Suite Offers Utility to Operations Big and Small
Directing customers in the call center space was once relegated solely to the ACD, sending call to the agents with the skill needed to handle them. The space has now evolved to handle all types of communications stemming from the constantly connected customer bases or the world. Call centers must be equipped to handle not only incoming calls, but emails, SMS, and social network messages as well.
12/22/2010
- Setting Up Virtual Office Can Improve Productivity in Winter
The cold weather has set in and employees throughout the colder regions of the market are downing the vitamin C and avoiding the sniffles to try and remain healthy. Cold viruses aside, CIOs and IT managers must take the proper measures to protect their networks from the hazards that can come with winter weather and creating a virtual office is a great step.
12/21/2010
- Homeworking Increases Productivity of Contact Centers
VoIP-enabled system and broadband are helping contact centers a great deal during wintry conditions, one of those being Canterbury City Council. The contact center has been able to improve its overall productivity, at a crucial time for local authorities, by homeworking.
12/21/2010
- Vritual Call Centers Deliver Better Business Continuity
Business continuity is important for every business in operation. No company can afford to lose its physical infrastructure or critical data to an unforeseen event or natural disaster. A failure to properly serve clients for any reason can mean significant churn. In fact, the majority of businesses that have to shut their doors due to a break in the business continuity plan never re-open.
12/9/2010
- Better Medication Management Through CosmoCom Virtual Contact Center Technology
CosmoCom is one of the global leaders in Contact Center Consolidation 2.0. The company recently announced that PharmMD has chosen CosmoCom's an industry leading, virtual contact center technology to advance their Medication Therapy Management Services to improve patient outcomes and lower healthcare costs.
12/8/2010
- Userful Launches Virtual Software Application, Userful Multiseat 4.0
Userful Corporation, a provider of Linux desktop virtualization solutions and services, introduced its new software application named Userful MultiSeat 4.0. The solution converts one Linux computer into 11 high performance independent computer stations that deploy standard USB devices such as the HP t100, Wyse E01, MCT MWS 8820 and DisplayLink devices.
12/8/2010
- Knoa Software Issues Best Practices Advice for Call Centers
Knoa Software, a provider of end-user management software, has issued a list of best practices that retailers and hospitality and travel enterprises should implement to maximize sales, customer profitability and customer experience this holiday season.
11/23/2010
- Virtual Call Centers, Regulations and Exchange Rates Could Bring Outsource Call Centers Home
To save money, many companies outsource call and contact centers overseas, and though using 3rd party customer service providers like this can cut cost it can cause quality of service to sag. However a new survey is showing that at least in a limited capacity outsourced call centers may be making a comeback state side. Virtual call center options that eliminate high startup costs have certainly made stateside options more accessible, but other issues like regulation, quality and security are also making call center outsourcers reevaluate the need to send customer service and jobs overseas.
11/19/2010
- Contact Centers: What's Working & What's Not
The webinar included a discussion on how satisfied consumers are with each element of the contact center experience across seven different industries as well as how contact center satisfaction has evolved over time.
11/12/2010
- IRS Call Center Agents with Disabilities Record Another Error-Free Month
It has once again been proved that individual agents working from home in "virtual" call centers can compete effectively and economically with agents located in traditional corporate contact centers. For the second month in a row, agents answered calls to the IRS Forms and Publications Toll-Free Hotline without an error.
11/3/2010
- 60 Percent of Office Workers Say They Don't Need Their Offices
A new study funded by Cisco found that 60 percent of workers around the world believe that they do not need to be in the office anymore to be productive. This was especially the case in Asia and Latin America. More than nine of 10 employees in India (93 percent) said they did not need to be in the office to be productive. This sentiment was extremely prevalent in China (81 percent) and Brazil (76 percent), as well.
10/20/2010
- Enabling Home Agents: Michele Rowan Offers Advice
Hiring and having contact center agents work from home is gaining momentum as an alternative to traditional, costly, less flexible and environment-damaging (via requiring commuting) employer-premises contact centers both domestically and offshore. The Telework Coalition estimates home-working benefits through reduced expenses and added productivity add up to as much as $20,000 per agent, per year. The calculation doesn't take into account lowered healthcare outlays from limiting employees' exposure to diseases and fewer injuries from driving to/from work-all of which shrink agent availability and performance.
10/19/2010
- Alpine Access Bucks Industry Trend, Reports Significant Revenue Growth in 2Q 2010
In its announcement concerning business results for the second quarter of 2010, Alpine Access said that it had ended the quarter with 20% growth in revenue, had also signed three new enterprise clients representing new markets, and was anticipating revenue growth of 40% for 2010 as a whole. To fuel this growth, the company further announced that it plans to hire 3,000 new employees nationwide by the end of 2010.
9/28/2010
- OKI Launches CTstage Lite for the CTstage 5i Call Center System
OKI Networks, an OKI Electric Industry subsidiary that designs and manufactures telecommunication products has launched "CTstageLite," a small-scale alternative for the "CTstage 5i" call center system that currently holds the leading market share in Japan.
9/16/2010
- RigNet Opens Service Center in North Dakota
RigNet, Inc., an independent provider of remote communications and collaborative applications to the global oil and gas industry, has opened a service center in Dickinson, North Dakota to bring the company's remote communications solutions to the Bakken Shale region.
8/27/2010
- Going Green with a Virtual Call Center
The focus throughout the developed world is to ensure a business has made Green a priority. Whether it means reducing the consumption of power within the data center, turning the air conditioning off at night or moving technology to the cloud, companies throughout a myriad of industries are taking a different approach to the way they do business.
8/20/2010
- On the Road Video: The Value of the Virtual Call Center
Is it possible that the technology from one company can change the course of an industry that has focused much of its activity in moving U.S. jobs overseas? To take a closer look, TMC's Rich Tehrani recently spoke with Paul Lang, SVP of Products & Marketing at LiveOps. Their conversation was captured in this video.
8/20/2010
- Virtual Call Center Software Provider Contactual Selected by AlwaysOn as Global 250 Winner
Virtual call center software provider Contactual has been selected by AlwaysOn as an AlwaysOn Global 250 award winner. The award was given in recognition of the company's leadership among peers, as well as game-changing approaches and technologies that have the ability to disrupt existing markets and entrenched players in the Global Silicon Valley.
8/13/2010
- Employee versus Contractor - The Debate Escalates
Virtual contact centers have historically been split when it comes to the classification of their agents. While some companies, like Alpine Access, have always hired agents as employees, other centers use independent contractors to handle their call volumes. The employment status of agents may not seem like an important distinction for companies looking to outsource their customer care operations. However, the type of model used by virtual centers directly impacts the services they provide and qualifications of their agents.
6/9/2010
- Call Center Projects Helps Companies Complete Projects Quickly and Affordably
Call center outsourcing company Call Center Projects offers "skilled low cost call center service providers and freelancers [who] are ready to work on your diverse call center requirements." The company claims call centers can save up to 60 percent on their call center operating costs by using its services.
4/23/2010
- Snowstorms Strand People, Not Customer Calls
Last month several harsh winter storms brought heavy snowfall to the Eastern United States. With record-setting levels of snow, it took a toll on the country as transportation was brought to an almost complete halt.
3/17/2010
- Virtual Call Center Solutions Offer Flexible Deployment Options
Today's software-as-a-service or "cloud"-based call center solutions bring many advantages to organizations, including 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.
2/11/2010
- iPass Finds Contactual
In 2006, iPass acquired another mobile connectivity company, GoRemote Internet Communications. Naturally, the company needed to integrate the two customer service centers.
2/10/2010
- Contactual's Virtual Call Center Software Ideal for Facilitating the Home-based Agent Model
The home-based agent model continues to gain momentum, as organizations discover the many advantages it brings, not the least of which are improved agent satisfaction and retention; better business continuity and redundancy; lower operating costs stemming from reduced facilities usage; a significantly reduced carbon footprint; and a vastly expanded pool of candidates from which to hire.
10/9/2009
- Virtualization a Key Advantage of SaaS-based Call Center Software
If you're an executive or high-level manager in charge of technology expenditures and you are considering making the leap to hosted or SaaS-based call center technology, you should definitely know the difference between the two. After some research and discussion with your IT team and/or technology consultants, you'll likely conclude that SaaS-based software holds numerous advantages over the traditional hosted model, and will better meet your business needs.
9/25/2009
- Contactual Virtual Call Center
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.
9/3/2009
- Improve Communications with Contactual's Virtual Call Center
A virtual call center is a great way for companies to save money while keeping agents happy. Studies have shown that employees who are able to work from home are happier not only because their company allows them to work from home but they also save on expenses such as transportation.
8/18/2009
- Get Happier Agents with a Virtual Call Center
To reduce costs and allow employees the benefits of working from home, a virtual call center could prove to be the best solution. It has been said that employees who work from home not only are happier but also save money expenses such as transportation and the upkeep of their car.
8/7/2009
- Optimization Grew for Call Center Workforce Outperforming Most IT Sectors
It should be no surprise that call centers are becoming a major player in today's technology industry. DMG Consulting, a provider of call center and real-time analytics market research and consulting services, recently published the 2009 Quality Management/Liability Recording Market Share Report.
7/22/2009
- 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
- Hosted Solutions Can Breathe New Life into Legacy Systems
Hosted or SaaS solutions help businesses control costs and offer speed-to-market advantages; notably: on-demand capacity, easier activations and integrations with shorter timelines and business flexibility that comes from fully loaded solutions.
5/12/2009
- 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
- Contactual's New VP of Operations Matt Krichbaum
On Contactual's Virtual Call Center channel here on TMCnet Contactual's OnDemand Contact Center solution allows you to set up a virtual call center, enabling the benefits of a home agent approach to customer service.
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
- Solidcore Simplifies Meeting PCI DSS Compliance for VIPdesk
VIPdesk, a provider of virtual call center services, has opted for Solidcore S3 Control PCI Pro edition solution. With this, VIPdesk aims to comply with the file integrity monitoring and audit trail requirements of the Payment Card Industry Data Security Standard (PCI DSS).
3/9/2009
- 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
- Billing Automation Streamlined
Bill.com recently released an upgrade, for its on-demand Accounts Payable (A/P) software, to simplify and speed up billing related workflow and process automation. It reduces paper bill handling to a one-time-only event – right at the beginning of the cycle. Thereafter, financial and business approvals, payments and tracking are conducted on-line, one hundred percent paperless, 24x7 and are fail safe. The relatively low cost of service is attractive for businesses ranging from small to very large.
1/8/2009
- FREE VoIP Telephony Integration with Microsoft Outlook
Imagine if you will a world where Voice over Internet Protocol and email capabilities not only coexist but, are free. snom technology, a German developer and manufacturer of VoIP telephones, and Camrivox, a British developer of computer telephony integration software, are now offering the snom Flexor CTI software for Microsoft Outlook as a free download.
12/12/2008
- Debunking Six Myths About Virtual Call Centers
Virtual call centers are cost-effective alternatives for brick-and-mortar facilities because they offer services through a geographically-dispersed organization's representatives who can work from their homes.
10/10/2008
- How to Succeed with Customer Care Outsourcing
In a white paper, The 3 Keys to Successful Customer Care Outsourcing in the New Era, virtual call center solutions company Contactual describes a trio of best practices for modern customer care outsourcing.
3/18/2008
- Five Tips for Picking a Virtual Call Center Solution
There are so many claims floating around about virtual call center on-Demand contact center solutions (sometimes referred to as "On-Demand" solutions) that it can be quite confusing to know what actually matters and how to pick a vendor that will live up to its promises.
3/6/2008
- Contactual, Sylantro Announce Support for Interoperability
Contactual, a vendor of on-demand contact centers, and Sylantro Systems, which sells multiplay application feature servers, have announced their commitment to support the interoperability of their combined products, as well as Contactual's Silver Level sponsorship of the Sylantro Global Summit.
9/17/2007
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