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Aspect’s vice president of customer support does a lot of traveling. Hear about his experience using OCS 2007 R2 around the world.
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Customer Contact Centers in India

Contact centers in India have long since understood the need of being customer centric. This is the only way to get customers to stay loyal. However, maintaining this customer centricity is not an easy task. It takes a lot of integrated functions; technology and software for these call centers to stay on top of their game.

What should CRM systems provide?

The key aspects that customer contact centers in India need to maintain in order to be in the lead are:

First class customer service: Existing customers should be nothing short of delighted with them.
The ability to expand their reach: New customers should be reached with ease and effectively.
Constant performance improvements: Performance should be evaluated from time to time and improved accordingly etc.

The customer relationship management system in question should be able to assist customer contact centers in these areas without any hassle. A CRM system from a good vendor will have all of this covered.

IP telephony

A good IP telephony network is crucial for seamless communication that transcends barriers of time. Having said that, it is not only important to have 24 hr connectivity to run customer contact centers that are effective and very competitive. It is also important that the network in question is effective. This effectiveness will go a long way in contributing to how efficient the entire operation is. IP telephony can be very useful in aiding with supply chain management, enhanced customer service and even in decision making at a corporate level.

Unified communications

A unified communication network is extremely important in order for customer contact centers to function seamlessness not only across various functions but also across various locations. A communication system for a call center should be able to work without any kind of glitch irrespective of the network, location or the device. A good communication system will provide all this and much more. It will also provide the customer center with a secure and reliable system that can be depended on.

No hardware… no cost… call center… Hosted Call Center Solution by 3CLogic… remote agents…. high profits

Here is something I talked to a friend about the other day.
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Predictive Dialer,Hosted Predictive Dialer,Predictive Dialer Services INDIA OFFICE Pocket Portal Technologies. Software Technologies Parks of India 311/IV , Ganga STPI Complex Sector 29 Noida – 201301 Tel: 91-120-3147555 Email you queries at info@packet-shaper.com

Colorado Springs, CO — November 3, 2004

Colorado Call Center Management a professional call center consulting firm located in Denver, CO, will host a seminar “Increase Call Center Efficiency Quickly, Guaranteed!”, on November 19, 2004 at Homewood Suites Colorado Springs — Airport. This seminar will be in an effort to enhance call center managers, and give them insight to save money, increase production, and overall efficiency in their call center.

Attendees will leave this seminar having learned new tips and received guidance pertaining to improving their call center. “It’s exciting to help call center managers, owners, and operators see how they can better their organization. So many call centers are in disarray and need help perfecting their process flows, scorecards, benchmarking, and more,” says Edward Basquez, the seminars main speaker, and CCCM Corporation’s owner. The seminar will feature scorecard demos, call center efficiency, benchmarking, call center agent performance, and more!

For more information on this seminar, please contact Edward Basquez at 303.667.2903 or through email at edbasquez@cccmcorp.com. To immediately RSVP for this seminar please email your information to seminarrsvp@cccmcorp.com. Please visit CCCM Corporation’s website at www.cccmcorp.com.

About Colorado Call Center Management Corporation

CCCM Corporation was started to help call centers worldwide better themselves through consulting services. CCCM focuses on performance scorecards, efficiency analyzing, process integration, setting up strategic framework with relevant process flow and Gant charts. Call centers acquire advice to save them redundant overhead and increase their performance by at least 20%. CCCM Corporation is also acknowledged for its pay-for-performance incentive programs.    

Edward Basquez, CCCM Corporations owner and head consultant has experience with AT&T Broadband, Mile High Telecom, USURF Communications, Public Service Company of Colorado, Excel Energy, Alliance Data, and more. He has successfully saved failing call centers, corrected call centers that were having many different issues and slowing loosing revenue and direction, and helped those that just desired some advice to take their call center to the next stage. Colorado Call Center Management is headquartered in Denver, CO.

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Maritz Logo

St. Louis, MO — March 12, 2009

Approximately 82 percent of call center customers who are satisfied with the call center quality of service they receive are willing to listen to a sales offer, according to a Maritz Research study of contact centers. A new whitepaper, entitled, ” Does Service Sell? The Financial Impact of Customer Service in Call Centers” looks at how customers react to experiences with call centers, and how call center management can use this information to improve their call center performance from both a service and revenue perspective.

“There are still a lot of call center managers who don’t realize how they can demonstrate the impact of their call center’s service on the company’s bottom line by putting in place the proper call center metrics,” said Rich Brose, director of research services for Maritz Research. “In today’s tight economy, tools like call center training programs can teach customer service reps to be successful sales professionals, transforming the call center into a much-needed revenue stream.”

To learn more about the results of this call center study and how to begin transforming your call center into a source of revenue, download the free call center optimization whitepaper today.

About Maritz

St. Louis-based Maritz is a sales and marketing services company, which helps companies achieve their full potential through understanding, enabling, and motivating employees, channel partners and customers. Maritz provides market and customer research, communications, learning solutions, incentive initiatives, meetings and event management, rewards and recognition, travel management services, and customer loyalty programs.

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Find More Call Center Press Releases

— April 11, 2005

Tele-SalesForce.com, world-class telesales people, world class results, today announced the successful launch of at least five new outbound lead generation campaigns in the past 60 days including–Venali, SalesVoodoo.com, ChainLink Research, Growth Process Group, and BriteVision.

According to David Vest, Tele-SalesForce East Coast Sales Director, “We continue to focus on adding additional lead generation solutions to our services portfolio and are focused on providing quality service to our clients. Earlier this year, our call center in Calcutta underwent ISO 9001 certification, and our customers are extremely pleased.”

With these additional 15+ Telesales Professionals dedicated to these accounts, Tele-SalesForce.com continues to add bench-strength to an already very capable group of agents.

About Tele-SalesForce.com – Tele-SalesForce.com, world class telesales people, world class results, helps companies build a successful marketing campaign, monitor the campaign, and insure the best possible results. Additional services include complete outbound telesales campaigns, inbound call center support, and additional strategic marketing services. The company is based in Southern California and has offshore offices in India and other international locations.

Contact us: http://www.tele-salesforce.com (info@tele-salesforce.com) or 877-687-6320

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Contact center outsourcing is one of Asia’s most successful export today. But with competition and more demanding customers, contact center operators need to look for new processes and new technology to enhance operations. Steven Tan, Regional Marketing Director at Aspect Software, talks about some of the latest innovations that are changing the way contact centers do business.
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The Different Call Center Software Products

The official name for the line of business Promero is engaged in is the Application Software Service Provider and Software Reseller industry. In plain language, Promero sells software made by other software manufacturers like Oracle and also Promero-authored software products as well. At present, Promero has six types of call center software as part of its service to the call center industry.

First off in the Promero arsenal of call center software products is the Oracle offering dubbed Contact Center Anywhere which can transform your contact center into a bonafide virtual call center. With this award-winning product, your call center may benefit from its total range of call center applications (inclusive of the Predictive Dialing application, and a host of other features, namely the ACD, the IVR, the Call Center Management Reporting, and the Call Recording and Monitoring features.) This call center solution aims to integrate the Inbound plus the Outbound functions of your call center by relying on the format known as Hosted On Demand, or as the CPE format, or the Hybrid type of customer owned licenses of the Promero software management system.

But what happens if you merge the Contact Center Anywhere call center solution with another software called the ProStar Lead Manager, plus integrate these two into the SugarOpenSource CRM Open-Source architecture? You wind up with a Hosted CRM Software (or Customer Relationship Management program) called ProStar CRM instead. ProStar CRM happens to contain important contact center software features (like the Dynamic Web Form Design aspect, the Real Time Intelligent Lead Distribution aspect, and the Campaign Management feature that can apply either to traditional media and online media.)

Now, Promero has also come up with the ProStar Smart8 which allows your organization to automatically route Inbound 800 calls based on the business requirements of each client. This is possible because the ProStar Smart8 can function as an intelligent call routing dealer locator that does not need any special software or hardware to be functional. In fact, you can use the ProStar Smart8 with every phone system currently being used by your organization. The call center technology of the ProStar Smart8 permits the sharing of browser-based reports by users, simply by accessing the Internet, so that campaigns can be gauged based on real-time results.

If on the other hand your organization requires lead sharing based on Internet access, then you might need the Promero hosted software called the ProStar Lead Manager instead. If your call center business staff and executives are constantly doing lead sharing, then the ProStar Lead Manager is the perfect hosted call center software for your needs.

There are two more call center software applications that are on the Promero list of call center solution products that you may need. These are the ProStar On Demand call center solution, and the ProStar Chat call center solution. The ProStar On Demand allows one hosted platform to contain the three different types of programs contact center operators would need (namely, the Contact Center Software Lead Management Software; the Customer Relationship Management Software; and the Sales Analytic Software.) On the other hand, there is also the totally Web-based ProStar Chat which was designed to boost sales for your call center yet keep operational costs at a minimum.

Whichever of these you opt for, you can be assured that Promero stands by its products so that you (the call center operator) will only get the best software package you really need for your call center.

More Call Center Software Articles

With a unified vision that addresses both contact center agent performance and customer-cmpany interaction management and optimization, Aspect Software provides unified contact center products that make unified communications in the contact center a practical reality.
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Aspect Software unified communications for the contact center leverages today’s IP-enabled infrastructures to improve customers’ service, sales and collections experiences. That can lead to greater top-line growth and reduce your overall cost of operations.
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