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Global Customer Relationship Management (Crm) In Contact Center Software Market–Aarkstore Enterprise Market Research Aggregation

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.

Table of Contents :

1. Introduction
2. CRM Contact Center Market Size & Forecast
3. Geographic Segmentation
3.1 CRM Contact Center Market in Americas
3.2 CRM Contact Center Market in EMEA
3.3 CRM Contact Center Market in APAC
4. Market Trends of CRM Contact Center
5. Sales Drivers of CRM Contact Center
6. Market Challenges for CRM Contact Center
7. CRM Contact Center Software Market Vendors

To know more about this report kindly visit:
http://www.aarkstore.com/reports/Global-Customer-Relationship-Management-CRM-in-Contact-Center-Software-Market-2008-2012-37644.html

 

 

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Outbound and Inbound Call Center Services Helps you to Better Utilize Time

Outsourcing is a powerful business model which Transfers the responsibility of one or more of the company’s functions to an efficient and reliable source allows the company to focus on its core competency.

Call Center services and BPO Services which promotes the success of customers by providing, innovative, value added applications and services, that increases productivity, enhances the quality of client communications, and delivers highest level of support, in terms of customer satisfaction, to diverse business sectors.

Call center strives to offer clients the latest in technology for entire call center outsourcing needs. With everything from live phone answering service and help desk to web enabled technology.

A call centre or call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, live chat, and e-mails at one location is known as a contact centre.

Call center outsourcing services includes outbound and inbound call center services which helps you better utilize your time, money and resources, and boost your bottom-line.

Outbound <a rel=”nofollow” onclick=”javascript:pageTracker._trackPageview(‘/outgoing/article_exit_link’);” href=”http://www.thecallcenterindia.com/”>call center services</a> have specialization in lead Generation services, appointment Scheduling, Research Surveys, Debt Collection, Telemarketing in Mortgage, Insurance and Telecom Industries etc. Inbound call center Services offers Order Taking service, Call Center Technical support, Customer Service, Help Desk & Answering service.

Unique Communications Group, Inc. provides high quality, cost-effective customer service outsourcing solutions to our client partners. Whether your needs are small or large, you can rest assured that our professional call center staff is ready to satisfy your customers needs. Call answer time is contractually guaranteed to be within the industry standard of 20 seconds or less and one call resolution is assured. UCG supports a track record of consistently outstanding service level achievements in support of our client partners needs. UCG is a 100% United States Call Center so we guarantee that every call we answer will be taken in the US. Get your FREE Quote today to see how UCG can assist you in all of your Call Center needs by visiting www.UCGcenter.com.
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Answering Service Or a Call Centre Service

Phone answering service is a type of help centre or an enquiry centre in any firm. Today having this service is in practice in almost all of the companies which is supporting for them in business development in many ways. Earlier their used to have answering machines which just leave a message and the customers are not at all satisfied with that as they did not had an opportunity to talk to the company persons directly to have their queries cleared.

Give your small or home-based business a boost by having a telephone answering service. Nothing can help you better than a potential client more than getting a boring message, or having to leave vital information on an answering machine. When you are somewhere out the office, every client is the most important client. You can’t afford to miss their calls, or have them call the next person in the phone book.

So what you need are friendly operators who will answer all of your calls when you are out and inform later. They will use greetings that you decide and give your customers a personal touch they deserve.

Not only an answering service, according to your requirements you can have call centre services and virtual office serviced as well. Virtual contact centers are gradually taking over the popularity and dominance of on-site customer service call centers because of their capability of the former to provide efficient, cost-effective services for businesses.

New technology and software that is used by service providers like Five9 enables inbound calls to go through a data center which is run by a Web-based device. The software determines where to route each call and then it transmits every call to the appropriate agent of the particular company that a specific call was meant for. To ensure the security of routed calls, a Virtual Private Network (VPN) technology is being used.

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Outsourcing Inbound Call Center Services to India

Why outsource inbound call centers services?

 

Inbound calls are the calls which are made by customer to the center for receiving some kind of service or to take help or assistance related to a product / service. Inbound call Center Services are used by companies to service their customers  24X7—The customer can talk directly to an online executive from the call center to solve their queries/requirements.  These centers are also used as to make their on the spot sales and let customer place orders real-time.  These centers are popularly used as helpdesk centers where customers can get help on the product of the concerned organization.

 

Call Center Outsourcing has many benefits.  This is necessitated primarily because of the requirement of niche skill sets in that area and its availability. The call centers today have professionals who are experienced in wide areas in various services that they can provide. The call center today keep a track of every client transaction be it voice or data.  The tracking of these calls are made to deliver better CRM i.e. Customer Relationship Management.  These records are used by companies for analyzing and for taking preventive action to avoid recurrence of dissatisfied customer’s calls. Thus increasing chances of achieving “Customer Delight”

 

However, these benefits are only a tip of the iceberg. The prima-facie benefit is that outsourcing ensures that companies who outsource their CRM solutions can focus on what they are best at and avoid themselves getting overwhelmed by the trivialities especially when specialized professionals, world class infrastructure and software are available at their disposal.

 

Why give preference to India?

 

Outsourcing Inbound call center services to India is a fantastic option as call center industry is booming in India. Various other reasons that make India a safe haven are:

 

Availability of educated professionals

 

In comparison to any other Asian country, India has the most educated and, good English speaking population available and which is an ever increasing figure by the day as English is being taught in India throughout from the primary classes till the High School / Post Graduation level. 

 

Ample technical talent is also available, which enables India to provide the required technical services without any hiccups.

 

 

Value for money

 

Large English speaking skilled manpower which is readily available at a lesser compensation then their western counterparts. High value of US$ vis-à-vis the Indian rupee.  Good infrastructure, specialized software and innovation for increasing the quality and  reducing cost all help in providing India the best services at very low cost.

 

24X7 services

 

Time zone advantage that India has with major countries enables India to provide 24X7 customer support.

 

Government support

 

Indian government has been giving its support and encouragement to the IT / ITES industry.  This has been visible in terms of building of high tech IT parks in various major cities.

 

Handling of multiple services:

 

Indian call center industry also demonstrated the capability of handling larger number of services which include voice inbound support, online web helpdesk and backend data processing (banking/insurance).

 

 

What are services provided by inbound call centers in India?

 

Some of the popular services which are provided by the Inbound call center in India are given below.

 

Order taking service
800 Answering Services
Phone Answering Services
Upselling and Cross Selling Services
Claims Processing Services
Product Information Services
Class and seminar registration
Inbound sales
Live web chart

 

 

In last few years the Indian call center industry has demonstrated the capability of handling multiple services provided related to customer support and due to its quality services more and more organizations are willing to outsource their customer support services and backend processing to India.

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An Introduction to the Predictive Dialer Call Center Technology

If you have ever done your research about the Oracle Contact Center Anywhere call center solution, you may have heard about the Predictive Dialer call center technology which is a key feature of this call center software package. What do we need to know about Predictive Dialer call center technology then?

First of all, there are other contact center software out there which do use the predictive dialer technology too. Basically, a predictive dialer is used nowadays for various call center tasks such as collection of payments, confirming appointments, conducting surveys, and doing telemarketing (among others.) Predictive dialer works by accessing the list of phone numbers (each of which belongs to a specific prospect or contact) then proceeding to eliminate unanswered calls, busy signals encountered, calls answered by answering machines, and disconnected calls. At the same time, the Predictive Dialer Call Center Technology will be able to make a reasonable estimate when a human caller can take the call.

But Promero has a different Predictive Dialer Call Center Technology in use when you opt for their Oracle Contact Center Anywhere call center solution. This Predictive Dialer Call Center Technology has additional features that other call center software do not have, including the Do Not Call function; duration per ring; percentage of the Drop Call Rate; any frequently asked questions regarding how campaigns should be worded; the campaign-based out-pulse ANI; the Reporting predicting drop rate; and the real-time numbers regarding answer rate based on campaign used. Predictive Dialer technology is basically automation of the system so that multiple agents (or multiple users) can be connected to the same contact center infrastructure.

The main advantage of using the Oracle Contact Center Anywhere call center solution is so that agents need not scramble around looking for the next prospect or contact to call –which is particularly useful for the outbound call center tasks. With this call center technology, the contact center can deploy less agents with more outbound calls assigned per agent. This smart technology permits outbound phone numbers to be dialed in order to anticipate when a telemarketer (or contact center agent) is free to handle the call. It should be stressed that a Predictive Dialer differs from ordinary automatic phone dialers or preview dialers, since a Predictive Dialer is supposed to anticipate when a phone number should be dialed next so that the agent will have another call in queue for him to handle after he finishes his first marketing call.

Piranha Predictive Dialer
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Decision Matrix: selecting a hosted contact center service in the US-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

For more information please visit :

http://www.aarkstore.com/reports/Decision-Matrix-selecting-a-hosted-contact-center-service-in-the-US-45606.html

PH.NO. 919272852585

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Aarkstore Enterprise
Mobile : +919272852585
Fax : +912224169996
Email : press@aarkstore.com
Website : http://www.aarkstore.com

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New Version Offers Advanced Inbound Functionality, Multiple Languages, and Several New Applications

Denver, CO — May 4, 2007 — TouchStar proudly announces the release of TouchStar Call Center Software Version 5.7 which enables call centers to improve customer service, maximize productivity, and reduce operating costs.

Significant new features in version 5.7 include: advanced inbound functionality, support for Spanish and French, expanded custom settings to optimize individual campaign performance, enhanced reporting, additional recording options, visual supervisor, and quality assurance.

Robert Killory, TouchStar’s Director of Development, commented: “TouchStar is not only the fastest growing company in the industry worldwide, but our products are as well. The release of version 5.7 is the first of several this year that will provide our customers with enhanced features to drive productivity and profitability.”

TouchStar’s advanced inbound call functionality provides additional control of call queues. Supervisors can easily see real time callers by queue, and quickly move callers to alternative queues. Supervisors can also easily see the number of staffed agents in a queue, and immediately transfer agents to another queue to ensure service level commitments.

Many new queue specific statistics related to service levels, staffing, and call volume are available instantly through TouchStar’s Supervisor application. Multiple levels of priorities are now customizable by queue and by agent, to enhance the existing skill-based routing in TouchStar’s ACD and IVR applications. Priorities can be different per agent and per queue. To accommodate federal regulations that are currently in legislative review, version 5.7 includes the option for a caller to “opt-out” of an ACD or IVR.

The new TouchStar Reporter includes a highly graphical interface for supervisors to create custom reports in a variety of file types. Automated emails can be can be scheduled to send reports at designated times. The new reporter application also provides options for daily, hourly, 15 minute, or 30 minute reporting.

New call recording formats and quality settings are now available. Supervisors can search the database for archived recordings to evaluate service levels or gather data using the new quality assurance application. The Quality Assurance application allows a call center manager to listen to a recorded conversation and use a customizable form to evaluate the call. The benefit of the Quality Assurance application is that users can rapidly gather data from call recordings to make intelligent decisions regarding their campaign, script, and agent performance. Customer feedback can be easily obtained.

TouchStar’s call center software is now offered in Spanish and French, along with English.

Visual Supervisor enables managers to map out a visual representation of their actual call center, from agent images, to walls, to agent stations. By “mapping” out the call center floor, supervisors can easily view an image of the agent, the agent’s name, status, number of calls, talk time, campaign, and many other metrics to gauge performance.

Version 5.7 also incorporates several new outbound calling and messaging campaign settings to provide additional customization by campaign to maximize productivity. Call center supervisors can choose additional settings such as alternative dialing plans, call progress analysis, record fetching order, and several other new settings. Enhanced dynamic line assignment has also been added to maximize line usage and productivity.

TouchStar Call Center Software Version 5.7 empowers call centers with a solution that delivers robust features, reliability, and scalability.

About Touchstar
TouchStar is a rapidly growing world class contact center solutions provider of call center software, hosted call center software, predictive dialers, IP PBX, voice messaging, and call center long distance services. TouchStar acquired Dig soft in 2005 and Sigmaworx in 2006, and has been named as one of the Denver Business Journal’s ‘Fastest Growing Large Private Companies in Colorado’ for four years in a row. TouchStar is headquartered in Denver, Colorado, and has offices in Pune, India; Mumbai, India; New York, New York; Davenport, Iowa; Manchester, England; and Manila, Philippines.

Contact:
Christina Whitfield
Marketing Manager
TouchStar
303.338.0678 x.237
www.touchstar.com

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The BrandonWayne Group (www.CallCenterWorkforce.com), a leading provider of call center recruiting and staffing programs and services, announced today that the National Association of Call Centers (www.NationalCallCenters.org), a not-for-profit membership organization based in Hattiesburg, Mississippi, that is dedicated to being the leading voice in the call center industry, have agreed to an exclusive partnership that will allow the BrandonWayne Group’s call center job board www.CallCenterClassifieds.com to become the provider for job postings and opportunities for NACC members.

Nashville, TN — November 14, 2008 — The BrandonWayne Group, a leading provider of call center recruiting and staffing programs and services, announced today that the National Association of Call Centers, a not-for-profit membership organization based in Hattiesburg, Mississippi, that is dedicated to being the leading voice in the call center industry, have agreed to an exclusive partnership that will allow the BrandonWayne Group’s call center job board www.CallCenterClassifieds.com to become the provider for job postings and opportunities for NACC members.

“The BrandonWayne Group is extremely pleased to partner with David Butler and his team at the National Association of Call Centers. The NACC is an distinguished organization within the call center industry and we are very excited to offer their members the benefit of utilizing CallCenterClassifieds.com as part of their membership with NACC,” said Michael Maffei, President & Managing Partner of the BrandonWayne Group.

“The National Association of Call Centers is very excited to be partnering with Michael Maffei and the BrandonWayne Group to offer a great benefit for our members. The BrandonWayne Group is positioning itself to be the market leader in offering job and employment services in the call center industry and our members are now able to enjoy the benefit of unlimited use of CallCenterClassifieds.com as part of their membership with NACC. The synergies of this agreement benefit both organizations and propel the professionalism of the call center industry forward.” said David Butler, Ph.D., Executive Director, National Association of Call Centers.

About the BrandonWayne Group:
The BrandonWayne Group (www.CallCenterWorkforce.com) is based in Nashville, Tennessee. Michael R. Maffei is the company’s President & Managing Partner. The company specializes in recruiting and staffing programs and solutions for the call center industry. The BrandonWayne Group is the only company with proprietary programs (Call Center Response® and CallCenterClassifieds.com®) that reach out beyond the traditional marketplace.

The management and staff of the BrandonWayne Group have all worked in the call center industry in a variety of roles. We concentrate on assisting in dramatically improving a call centers workforce. From pre-hire to post-hire, we partner with you to provide candidates that match your unique hiring requirements.

For more information please visit www.CallCenterWorkforce.com.

About the National Association of Call Centers:
The National Association of Call Centers (www.NationalCallCenters.org) is based in Hattiesburg, Mississippi. David L. Butler, Ph.D. is the organization’s Executive Director. The not-for-profit organization focuses on delivery strategic data and services to the call center professional community through its membership.

The National Association of Call Centers emerged out of the Call Center Research Laboratory at The University of Southern Mississippi in 2005 and has been offering professionals in the industry solid, reliable, and university-produced data on the call center industry since inception. The NACC’s newsletter, “In Queue,” is a leading publication in the call center industry with a circulation of nearly 50,000 two times a month.

For more information please visit www.NationalCallCenters.org.

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Open & Save improves efficiency, business intelligence with innovative use of cloud-based Telax solution.

Toronto, Ontario — May 12, 2010 — Open & Save today announced the implementation of a Telax Hosted Call Center solution at its busy corporate headquarters in Scarborough, Ontario, home to over 160 employees. The cloud-based call center solution will assist the direct mail giant in more efficiently tracking its inbound call volume, managing its national sales team and improving business intelligence.

Telax Hosted Call Center
“The reports that I can generate with Telax Hosted Call Center are invaluable. They give me a great deal of visibility into the response rates of my campaigns,” explained Open & Save Marketing Director Andrew Boone. Mr. Boone added, “The solution is also a great tool for distributing inbound leads and managing our national sales team.” In addition to comprehensive reporting, Open & Save also benefits from the automatic recording of all its calls.

“We are very excited to implement this non-traditional solution for Open & Save. They are a forward-thinking company that truly understands the value our platform will bring,” commented Mario Perez, Telax founder and President. “Because our technology fills an important need while remaining very affordable, we’re seeing more and more adoption by businesses outside the call center industry.”

About Open & Save:

Based in Toronto, Open & Save is Canada’s largest national co-op direct mail provider, frequently distributing to 98% of Canadian households. For over 28 years Open & Save has helped small and medium-sized business achieve growth and success by designing, printing and distributing low-cost direct mail pieces. With a dedicated team of more than 160 employees, Open & Save is a 100% Canadian owned and operated. For more information on how Open & Save can help you grow your business, visit www.openandsave.com.

About Telax Hosted Call Center:

Telax Hosted Call Center is North America’s leader in hosted call center solutions. Based in Toronto, Canada, Telax has been providing cloud-based business solutions to prominent public and private sector organizations since 1999. The simplicity delivered by Telax services enables clients like Northrop Grumman, Burberry, CI Investments, Globalive Communications, Health Canada and the GSA, to reduce costs and improve efficiency, so that they can do more with their most critical resource: people. For more information, visit Telax on the web at www.telax.com. For the latest Telax news, visit www.telax.com/category/news.

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Contemporary Web Plus Completes Call Center Software Suite Allowing Call Centers a Comprehensive Web-Based Scheduling, Messaging and Task Management Solution.

Scottsdale, AZ — December 20, 2007 — Contemporary Web Plus, Inc.’s introduction of its MessageRover phone message database and notification system rounds out a complete low-cost suite of call center software products (www.call-center-software-systems.com). The combination of three web-based systems, MessageRover, Appointment-Plus, and Virtual Assistant Manager provides call centers dynamic call center software applications that are hosted by Contemporary Web Plus without the need for capital investments. The combined software solution allows clients to receive instant notifications as call center agents take messages, schedule appointments and work on client tasks. Clients can also log in to their accounts at any time for real time updates.

Contemporary Web Plus’ Appointment-Plus application has been a call center industry leader for web-based scheduling software for many years. Call centers utilizing Appointment-Plus include many of the largest call centers in the North America. Recognizing industry trends, Contemporary Web Plus realized that the use of virtual assistants was becoming more accepted by both large and small businesses, and the general public. Call centers and answering services picked up on this trend and began to offer virtual assistant and concierge services to their clients. Virtual Assistant Manager (www.virtualassistantmanager.com), the first web-based software system for the virtual assistant industry, allows call centers to more easily provide this service.

Recognizing that the Appointment-Plus and Virtual Assistant Manager did not address the fundamental telephone message taking needs of call centers and answering services, Contemporary Web Plus introduced MessageRover software to complete its call center suite of products. MessageRover distinguishes call center offerings from standard phone message systems by allowing call center clients the ability to retrieve their messages anytime, anywhere via the Internet. Clients can be automatically and immediately notified that messages have been taken by both email and text message. In addition, MessageRover automatically creates a permanent and reportable database that can be accessed via client log in.

All three products are web-based, so call centers can take advantage of all of these features without the addition of any hardware. This results in a speedy implementation timeline. In addition to being easy to implement, the systems are easy on the budget. Each is billed on a per-client basis, so there is no large, up-front outlay of money. This makes it easy for call centers and answering services to use the software on an as-needed basis.

Robert La Loggia, President of Contemporary Web Plus, noted, “Our appointment scheduling software system, Appointment-Plus, has been so popular with call centers that we decided to develop additional web-based products that could be utilized by call centers. Allowing call centers to implement any or all of these web-based systems without the need for hardware or capital investment is a tremendous benefit.”

For additional information about any of these useful call center software applications or to see demos, please visit www.call-center-software-systems.com.

About Contemporary Web Plus, Inc.:
Contemporary Web Plus, Inc. is a software development company based in Scottsdale, AZ. Contemporary Web Plus specializes in web-based software applications that demonstrate immediate value in their ease-of-use, simplicity and price. The popular product line includes Appointment-Plus, and industry leading online appointment scheduler, Virtual Assistant Manager, the first web-based software system for personal assistants, and MessageRover, an online phone message management system. Clients include Fortune 500 companies, governments, schools, small/medium sized businesses and single service providers. For information on our call center products, visit www.call-center-software-systems.com.

Contact:
Ryan Kelly, J.D.
Director of Marketing
Contemporary Web Plus, Inc.
email: rkelly@contemporarywebplus.com
phone: (480) 480-1199 Ext. 104

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