Hosted Contact Center Feature Article

Outsourced call/contact centers are a quiet lot. There are few people, even within the call center industry, who understand the specific and esoteric needs of the average teleservices agency/outsourced contact center provider.

Under normal circumstances, these agencies either build and cobble together their own software, or use call center products that were designed with in-house call center operations in mind. Recall that every teleservices agency has a multitude of clients, plus those clients' customers. Any software or telephony product these agencies use, therefore, must please their own management and agents, their clients' management and IT departments, and their clients' end customers. That's a tall order.

Today outsourced call centers find they have a solution of their very own, designed with their specific needs in mind. Telephony@Work, a provider of adaptive, multichannel IP contact center technology, today announced the launch of CallCenterAnywhere Outsourcer Edition Version 8.0.

This new release was created to provide outsourcers with new capabilities designed to increase customer satisfaction both for outsourcer clients and the customers they hire outsourcers to serve.

With CallCenterAnywhere Outsourcer Edition 8.0, outsourcers can have unprecedented abilities to provide data and technology security for their clients (a very large concern today in light of several high-profile theft and hacking incidents). CallCenterAnywhere Outsourcer Edition 8.0 includes new multiple-partitioning capabilities that enable outsourcers to fully segment all data, technology configuration information, capabilities and controls on a client- or campaign-specific basis, including all routing rules.

In essence, this edition allows outsourcers to operate compartmentally, keeping the processes, preferences and data of their different clients separate, but without the administrative headache of dozens of different solutions. With CallCenterAnywhere Outsourcer Edition 8.0, agencies can leverage common pools of agents and their pre-defined profiles across distinct partitions.

The outsourcer's supervisors and administrators can generate reports that aggregate data across partitions, combining the data and technology segmentation of a multitenant solution with the ability to instantly aggregate segmented data for reporting purposes. This capability enables outsourcers to better measure performance and productivity relative to each corporate client or on an overall basis.

Individual clients can also have their data partitioned by projects. For example, an outsourcer which handles both a fulfillment and a customer service project for one corporate client can now more effectively separate the two functions for monitoring and reporting purposes.

Finally, the solution also includes cross-partition dashboards that provide outsourcer management personnel with a complete real-time view of organizational performance across client partitions.

"Telephony@Work technology has always provided unique differentiators for outsourcers by enabling them to provision and modify campaigns across all media channels instantly and at no cost from browser menus, thus providing them with cost efficiencies and competitive differentiation in the marketplace," says Eli Borodow, CEO of Telephony@Work.

"Two years ago, we added further differentiation to the Outsourcer Edition by adding a Guest Supervision interface designed to eliminate the traditional objections of outsourcer prospects by empowering outsourcer clients to remotely monitor the live telephone calls and Web transactions of outsourcer agents who work with their customers. Over the last two years, we've worked very hard to create new and differentiated value for outsourced contact centers that extends far beyond anything that's ever been created for this market before. We couldn't be prouder of the results," Borodow concluded.

For more information, visit www.telephonyatwork.com.

Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles by Tracey Schelmetic, please visit the archives.