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Decision Matrix: selecting a hosted contact center service in the US (April) – Aarkstore Enterprise

This report explores the competitive dynamics within the multi-tenant hosted contact center service market in the US, and helps businesses select a vendor based on its technology strength, reputation among customers, and impact on the market. Provides a complete view of vendor capabilities and advises on those that businesses should explore, consider and – most importantly – shortlist.

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Table of Contents :
Executive summary
In a nutshell
view
Market developments
Hosted versus premises-based contact centers
Not just economic advantages
Three customer categories
Three service provider categories
Innovation comes through pricing models
Multi-tenant hosted moves quickly upstream
Virtualization: work-at-home, branches, and multiple centers
Objections to hosted remain
Decision Matrix
The hosted contact center service Decision Matrix
Market leaders: Verizon, LiveOps, inContact
The challengers: Convergys, Transera, Contactual, Five9
The prospect: LiveOps
Market leaders
The leaders’ radars
Market leaders: technology assessment
Market leaders: end-user sentiment
Market leaders: market impact
Vendor analysis
Contactual: hosted contact center services radars
Recommendation: consider
Convergys: hosted contact center services radars
Recommendation: consider
Five9: hosted contact center services radars
Recommendation: consider
inContact: hosted contact center services radars
Recommendation: shortlist
LiveOps: hosted contact center services radars
Recommendation: shortlist (SMEs); explore (large enterprise)
Transera: hosted contact center services radars
Recommendation: consider
Verizon: hosted contact center services radars
Recommendation: shortlist
Other notable hosted contact center services providers
AT&T
Qwest
West
Working Solutions
Summary
Appendix
Further reading
Definitions
Summary scores
Ratings
Extended methodology
Technology assessment
End-user sentiment
Market impact
Sources

List of Tables
Table 1: Hosted contact center services in the US Decision Matrix
Table 2: Hosted contact center services in the US Decision Matrix: vendor scores summary

List of Figures
Figure 1: Evolution and size bands of hosted contact center services in the US
Figure 2: Hosted contact center services in the US Decision Matrix
Figure 3: Market leaders analysis: technology assessment
Figure 4: Market leaders analysis: end-user sentiment
Figure 5: Market leaders analysis: market impact
Figure 6: Contactual radars
Figure 7: Convergys radars
Figure 8: Five9 radars
Figure 9: inContact radars
Figure 10: LiveOps radars
Figure 11: Transera radars
Figure 12: Verizon radars

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Global Customer Relationship Management (Crm) In Contact Center Software Market 2008-2012

Customer Relationship Management (CRM) Contact Center application manages customer contacts, across all the touch points.
CRM software addresses the needs of marketing, sales & distribution, customer service & support divisions within an organization. It shares data among users about prospects, customers, partners, competitors, and employees. The purpose of CRM software is to manage the customers through the entire life-cycle, i.e. from prospect to qualified opportunity to order. The CRM applications include Contact Center, marketing automation, customer service, and analytic applications.
The CRM Contact Center application provides communication channels to customers; automates a wide range of individual & collaborative activities; and controls web activity for designing up-sell or cross-sell programs. These CRM contact center solutions balance the inbound and outbound communications, leaving no call unattended. In addition to cutting costs, improving agent efficiency, and maximizing the customer value.
The report by TechNavio Insights forecasts the market size of the worldwide CRM Contact Center application over the period 2008-2012. Further, the report discusses about segmentation of the total CRM Contact Center application market into various geographic regions. It also identifies the major market trends, drivers, and challenges existing for CRM Contact Center application.

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VMukti.com provide contact center solutions, predictive dialers and predictive dialing software, this video is on Call Center Script Designer video For more info : www.vmukti.com contact@vmukti.com

Indosoft announces the successful implementation of its outbound call center software with predictive dialing at Caste Point Mortgage.

Fredericton, NB (PRWEB) August 6, 2008 — Castle Point Mortgage, Inc. has successfully implemented the Indosoft outbound call center software with predictive dialing on the Asterisk PBX for its in-house call centers.

“We wanted a mature enterprise grade call center implementation with predictive dialing for Asterisk. The Indosoft predictive dialer has produced the most substantive increase in customer contact and exceeded our expectations,” says Chris Morrison, IT Manager at Castle Point. “Indosoft has impressed us with an efficient implementation which is a testimonial to the maturity of their call center software and their knowledge base.”

“Our call center software for Asterisk has been in the market for over 4 years and has matured with Asterisk. In the new release we have added many significant features such as an intelligent lead loading screen, the ability to tag voice recordings for quality assurance, and a customizable look and feel for agent screens,” says James Terhune, CTO at Indosoft. “Our Qpump Engine makes this solution scalable to multiple Asterisk servers.”

Indosoft Inc. (http://www.indosoft.com) has been deploying its call center software on Asterisk platform for TDM and VoIP terminations, all over the world. It offers complete turnkey solutions for setting up robust enterprise grade inbound and outbound call centers with sophisticated skills based ACD control and an efficient FCC compliant predictive dialer.

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Indosoft Inc. announces the successful installation of Q-suite, its call center software suite for Asterisk, at MWeb, Nigeria.

Fredericton, NB (PRWEB) May 27, 2009 — Indosoft Inc. and 12Solutions announce the successful installation of its call center software suite at MWeb, Nigeria. This deployment of outbound call center technology with predictive dialing is an enhancement to their existing Asterisk platform and provides the necessary tools and functionality required to setup and manage inbound and outbound call center campaigns. The contact center software suite also includes preview and agent ready dialing as well as a compact CRM to manage calling lists and leads. Indosoft Q-Suite with its superior ACD “Queuing Engine” provides call routing based on skills as well as caller identification, dialed number, time of day, and other complex customer defined criteria.

“With competition intensifying among service providers, we required extremely sophisticated call center software with efficient predictive dialing capabilities in order to increase customer retention and reduce ‘customer churn’ by enabling outbound calling campaigns for clients,” says Laura Ugbe, President of 12Solutions. “The outbound call center suite had to be customizable and contain a self regulating predictive dialer along with an easy to use, yet powerful scripting tool. Indosoft call center software for Asterisk is impressive. We are extremely satisfied with the productive performance of the contact center and their resulting ability to raise customer retention. This is the most advanced call center software for Asterisk we have seen. It is an ideal choice for all call centers,” states Ms Ugbe.

“Indosoft call center software suite has a complete outbound call center feature set with predictive dialing and ACD,” says James Terhune, CTO of Indosoft. “It provides an extremely powerful scripting tool to create custom scripts, call disposition and wrap-up codes as well as elegant lead and list loading interfaces. It captures data points to report on agent time profile, list performance and extraction. It has call monitoring and recording feature, as well as other leading call center management tools. This is a feature rich enterprise grade contact center software for both outbound and inbound contact centers and can scale for multi-tenant hosted service” states Mr Terhune.

Indosoft has been offering full featured Call Center software for Asterisk PBX since 2003. It provides turn-key installation and support for both Inbound and Outbound Call Centers and has installations all over the world. It also provides IVR solutions, Do Not Call compliance and Voice Recording products.

12 Solutions, Nigeria is led by Laura Ugbe and is a provider of call center consulting, training and professional services to inbound and outbound contact centers in Nigeria. Ms Ugbe provides agent training and technical assistance in setting up and managing cost effective inbound and outbound call center operations.

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Building an Effective Workforce Management with a contact center Software

As much as contact centers continue to become widespread and several advanced contact center solutions are specialized, issues regarding contact center agents or staffs also take place. It is a fact that the failure of most of the contact centers is caused by the poor numbers of staffs a contact center have, but this does not mean that too many agents for a contact center will help the company to attain success because having to many staffs is costly for the company. With this reality, most of the contact centers nowadays put the hiring of skilled workers as a top priority. In relation to this, most of the contact centers selected effective contact center software to better create an effective workforce management.

To further gain the best output, most contact centers used some advanced contact center software for their company’s own image. One of those contact center software that is widely used today is the pattern recognition which is another key forecasting innovation. This particular contact center software grants the users to acknowledge some of the flaws in the underlying historical facts that can be accredited to a particular happening. It is interesting to note that with this contact center software, the forecasted volume will readily be adjusted to better capture that whole historical transmission associated with a certain event. With the use of this as contact center software, the contact center agents will enjoy some other means of pleasure rather than sit in the contact center waiting for some calls.

Moreover, with the use of the above mentioned contact center software, more efficient scheduling of breaks and meetings and training sessions are being put into account because with that contact center software more refined logging and monitoring schemes have been improved. One concrete example of this possibility caused by advanced contact center software is the conventional situation among contact centers agents wherein the service levels that are defined for a full day will be defined in 30 minutes or even in 15-minute blocks.

For such contact center software, latest advancements are made possible, such as enhancing the contact center agents’ job satisfaction, increasing performance and reducing turnover. In addition, by means of that contact center software

A unified contact center solution can help your business improve productivity, create opportunities for value-added customer experiences and decrease the time to bring new capabilities to market for a clear-cut competitive advantage. Aspect® Unified IP™ and synchronized performance optimization are the building blocks of a unified contact center. Architected to help organizations execute on their unified communications strategies, Aspect Unified IP is an all-in one, IT-ready unified contact center solution that delivers the high reliability, performance, flexibility, and scalability that today’s contact centers require.
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The Feldman Law Center?s Code of Ethics and Practices – Feldman Law Center

Feldman Law Center – In a recent interview, Steve Feldman of The Feldman Law Center said “Only by holding ourselves to extraordinarily high standards will we be able to deliver the best results possible to our collective clients.” Standing behind that statement is The Feldman Law Center’s Code of Ethics and Practices which sets the standard that all Feldman employees adhere to every day.

The Code:  
1) In our negotiations with lenders on behalf of our clients, The Feldman Law Center will employ all its resources to get the best results possible in each case every time.
2) We understand that every client has unique circumstances which shape their current situation. To that end, we analyze their total financial picture to determine which course of action will provide the best outcome.
3) Regardless of our opinion on the optimal course of action, each client always has the final say on their goals and objectives. Once determined, we will pursue those goals with passion and diligence.
4) We are obligated to work with urgency and efficiency for every client.
5) A flat fee for services will be charged regardless of additional work, time, and effort spent above and beyond the normal loan modification process.
6) The entire team at The Feldman Law Center owes each client its best efforts throughout the entire process. This includes regular updates and correspondence until the process is completed.
7) During all interactions with clients, proper expectations should be set and communicated. Standard procedure is to always provide accurate and straight forward information.

The Feldman Law Center prides itself on providing optimal results specific to the circumstances of each of their clients. If you are struggling with your mortgage payments you need a dedicated team of professionals to get the results you need, now. Call The Feldman Law Center today at (800) 527 8497.

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Leader in Hosted Contact Centers Partners with European Telecom Provider HTSE to Dramatically Expand European Distribution Capabilities

San Carlos, CA (PRWEB) November 5, 2009 — Contactual (www.contactual.com), the leading global provider of hosted contact center software, today announced it has entered into a reseller partnership with HTSE, a Holland-based European telephony and contact center application provider, to extend and reinforce Contactual’s leadership position in Europe. Building upon Contactual’s global data center expansion efforts — with locations in the UK, North America, Japan and Australia — this partnership serves the rapidly growing adoption of its OnDemand Contact Center by businesses that operate in the European market.

Contactual’s partnership with HTSE leverages HTSE’s wide network and established customer base to increase the distribution of its hosted contact center solution. Businesses equipped with HTSE’s i-ComPlatform™ telephony services can deploy Contactual’s OnDemand Contact Center to enhance their customer service, telesales and helpdesk functions without incurring any additional capital expenditure. HTSE provides telephony services in every European country, which enables Contactual to accelerate their strategic growth plans throughout this region.

“As a leading provider of hosted contact center solutions, Contactual has built its reputation on providing the industry’s most flexible, reliable and scalable customer interaction platform,” said Mansour Salame, CEO and chairman of Contactual. “Europe has become a key growth area for the company and Contactual is committed to equipping European businesses with the exact same award winning solutions we provide in the U.S., Canada, Australia and Japan.”

Contactual’s OnDemand Contact Center provides an alternative to the traditional approach of purchasing on-premise technology and hiring a team to implement and maintain it. Delivered in the Software as a Service (SaaS) model, the Contactual solution allows companies to immediately implement a contact center for a low subscription fee, without specialized hardware or software implementation or burdensome maintenance requirements.

“After evaluating a number of hosted contact center providers, we identified Contactual as a perfect fit to complement our i-ComPlatform suite of products,” said Ron Berg, founder and CEO, HTSE. “Contactual offers the most robust and fast-to-deploy contact center software solution, and their UK data center presence ensures the highest level of call quality throughout Europe.”

“Today’s businesses demand a solution that offers rapid deployment and flexible implementation to accommodate the ever-changing adjustments in business strategy and agent demand,” said Philip Harman, director of EMEA Operations for Contactual. “Organizations throughout Europe will now have the opportunity to experience our OnDemand Contact Center software and provide elevated levels of service to their customers.”

About Contactual

Since 2000, Contactual has provided a better alternative to traditional call center technologies. Its patented OnDemand Contact Center is the fastest and easiest way to deploy a world class call center. Contactual is a Best Communication Solution CODiE Awards finalist and a winner of Best Integrated Solution award from NetSuite. Contactual has earned the Frost & Sullivan Global Excellence in Technology Award as well as TMC Labs’ Customer Interaction Magazine Innovation Award. For more information, visit www.contactual.com.

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Atlanta, Georgia September 24, 2003 – Jade Technologies announced today that the JadeSP Internet Predictive Dialer will be fully compliant with the new FTC regulations to go into effect on October 1st, 2003.

When the telemarketing rule go into effect, any call center using a predictive dialer to run calling campaigns must not drop or abandon more than 3 percent of all calls placed during a particular day. An abandoned call occurs when the dialer places a call that gets answered, but there is no CSR to which the call can be transferred. This results in the consumer hearing dead air” when they answer. Call centers not compliant with the new laws can face fines of up to .000 per violation. Jade Technologies has made many upgrades to ensure its users have an abandon rate of less than 1 percent. Any call center using the Jade Predictive dialer will be in full compliance with the new FTC regulations.

Jade Technologies infrastructure is built upon the Jade Service Provider, which integrates directly into the networks of over 250 telecommunications providers worldwide and is used to support call center operations in all regions of the world. Jade Technologies delivers a pure predictive telephony network using existing telephone lines, with no hardware to install. Users enable each telephone line via the JadeCRM and an internet connection. Once connected each person receives unlimited domestic long distance, list management services, reporting and a full array of agent monitoring tools. The flexibility of a centralized solution provides end users the ability to log in from anywhere in the world, providing the perfect solution for companies with several locations. Jade Technologies has strategic partnerships built to offer it’s Internet Based Predictive Dialing Services to local customers in the United States, Canada, Mexico, Argentina, Chile, Costa Rica, India and Asia.

Contact Center Software Solutions enable immediate expansion and scalability for future growth

Fredericton, NB (PRWEB) February 4, 2009 — Indosoft Inc. announces the successful installation of its call center software suite at eCreek Solutions Group. This deployment of Asterisk based call center software with “Enhanced Q-Pump and ACD” enables eCreek to expand into inbound call center services.

“Indosoft’s call center software technology was selected based on the robustness of the platform, the capability of its ACD and the availability of simple, easy to use wizards for setup and management. As a call center service provider, we had unique requirements and were looking for a complete inbound call center software suite,” says Colter Strahan, Vice President of Information Technology at eCreek. “This call center software has an open architecture with flexibility and control that freely integrates with our business systems. We were looking for the best solution and the best value for our investment and everything pointed to Indosoft. The Indosoft call center technology has allowed us to reduce the cost of installation, increase agent productivity and improve overall efficiency.”

“We are excited about deploying this contact center software suite at eCreek. The computer telephony system will scale to multiple Asterisk servers with individual components of the call center software solution permitting easy expansion for future growth. The ACD with skills-based routing, virtual queues and personal queues are designed to cater to the needs of enterprise level call center service providers,” states James Terhune, CTO of Indosoft. “This is a feature rich call center software solution that can effortlessly scale with growth. It is a milestone in our development of call center software to build an effective ACD tightly integrated with Asterisk and a single Q-Suite managing multiple Asterisk servers.”

About Indosoft
Indosoft Inc. offers full-featured call center software with global turnkey installations and software management for both inbound and outbound call centers. Indosoft remains a leading call center software solutions provider for Asterisk. Its call center software suite and iHostPBX are multi-tenant and can be deployed for hosted solutions or remote agents. Indosoft also provides predictive dialer solutions, audio conference systems, IVR solutions, do-not-call compliance and voice recording products.

About eCreek:
eCreek Solutions Group is a leading provider of contact center solutions for a variety of industries. They provide comprehensive solutions for customer service, customer acquisition, and back-office processing to maximize the lifetime value of a customer.

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Looking for Inbound Call Center Service and Bpo Services Provider in Usa?

InSO are specialized in all forms of Call Center Outsourcing Services. It includes Inbound and Outbound Call Center Services, which will help you, make better use … “The time, money and resources, and promote your bottom-line. We work with you and offer the full range of BPO services with the help of our experience, industry perspective and proof methods reproducible.

InSO Outbound Call Center specializing in services generating leads, go to plan, research surveys, collection and telemarketing, mortgages, insurance, telecommunications industry, and so on. Our service c heck-acceptance of the order talking, Call Center Technical Support Customer Service, Help Desk and Answering services.

InSO offers Inbound Customer Services, is available 24 / 7 “around the year. We do not let your missed calls. Our Inbound Call Center is equipped with state of art technology and the latest version of the software. Each call is, our arrival Call Center is a highly qualified professional and arrival of customer service.

InSO Inbound service is the way, where you can make your company on the jump, even if you are not available for your customers. Our customer service agents arrived respond to calls on your behalf. InSO’s excellence Inbound Customer Service leads us towards the future of all our Inbound Call Center. Our offshore Inbound Call Center customer takes your calls efficiently and how you want. We get more and more new customers on the plateau, and relieve us from taking any further efforts to keep your current customers. Outsource your headache to us and leave us with the phones for you and you will enjoy the increased level of customer satisfaction. Regardless of whether you want us to have to respond to calls 100 or 10000, see our call centre to a service professional and costly extension of your business.

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We offer offshore outsourcing services and Back Office Business Process Outsourcing Services, provide cost reduction, maintaining quality. The Help Desk is essentially a central information on problems or problems reported and then manages and coordinates and senior official of the total resources of one problem or another problem.

InSO offers world class service with more focus on exceeding our client requirements. We are so confident about our quality that we offer Performance Based Call Center Services to our client s. You pay us only if we perform.

You can call our friendly award winning team on (626) 531-6080 for more information on how we can improve your inbound sales, or Click here for a FREE Quote

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Visit www.live2sellgroup.com for more information. Corporate video from the Live2Sell Group of Companies – an American & European owned and operated Total Business Outsourcing company based in Cebu City, Philippines. Member of BPAP (Business Processing Association of Philippines), the ATA (American Teleservices Association), IAOP (International Association of Outsourcing Professionals) and a Microsoft Windows Certified Business Partner! Offering Business Process Outsourcing (BPO) services such as Virtual Assistants, Web PA’s, Outbound Telemarketing (B2B and B2C Appointment Setting, Lead Generation, Market Research, Database Cleansing, etc) and Inbound Call Center Solutions (Customer Service, Technical Support, 800 Number Handling, Order Taking Upselling, etc). Copyright © Live2Sell Group 2009. All rights reserved.
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