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Makings of a Good Contact Center Offshore

Most contact centers need to focus on giving the best contact center offshore service that they can give. This is easy to say, but what exactly does it mean and what exactly does a contact center offshore company need to have in order to achieve this?

A contact center offshore or onshore should be the central point, the hub of a company’s enterprises where all customer-related calls, correspondence, and all kinds of contact are filtered in segregated and processed. Emails, newsletters, catalogs sent through the mail, online inquiries and chat should all be expediently managed and processed in a good contact center. Offshore call centers should work doubly hard for the care of a company’s customers because the relationship between a company and its customers are so fragile and yet are of the outmost importance. This is the truth, you can ask any veteran company or businessman about this and they will give you the same answer.

How exactly does a contact center offshore establishment handle the sheer bulk and complexity of customer service relationship management? A good contact center offshore should have the best infrastructure which will be able to help the customer service reps to handle and expertly process each customer. They should have intense training in the basic technical skills required. And more importantly, they should have a good grasp of the language and culture that are inherent in U.S. clients and of the business as a whole.

These agents shall be managed by efficient managers. Take that away and the structure collapses and falls into itself. These will be the people who are tasked to pass down and therefore maintain the great customer service standard and the U.S. style business methods and ethics. Training in software or lack thereof is also a big factor that could either make or break your regular garden variety contact center offshore company.

The second tier that makes a good contact center offshore is the technical aspect. Equipment should be functional and up to date. But the real test is the software of the company. A lot of contact center offshore establishments do not use original computer software. The practice lets these companies save a few dollars in expenditure but this can cause big problems in the long run. The also sometimes use sub standard software. So much depends on the company software. It should be reliable, fast, and easy to use because the processing of call information will all rely upon this. This is in essence, the hub of the hub.

With so many <a rel=”nofollow” onclick=”javascript:_gaq.push([‘_trackPageview’, ‘/outgoing/article_exit_link’]);” href=”http://www.voncore.net/”>contact center offshore</a> companies out there, choosing the right one is very hard. Arm yourself with information and search the internet for the right one to fit your needs.

More than simply workforce optimization, PerformanceEdge™ from Aspect Software gives you the power to transform the performance of your contact centers. PerformanceEdge combines the #1 workforce, performance and campaign management applications with next generation recording and quality management and integrated coaching and eLearning – delivering true contact center performance optimization.
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For a free demo, visit www.telax.com Customer service is mission critical to your business. Don’t risk misrepresentation by letting outside agencies handle your calls, let Telax handle the technology! No more hardware means no more headaches. Having your own agents has never been easier! Please visit our website at www.telax.com

Charlottesville, Virginia (Vocus) March 31, 2010

Inova Solutions, a leading provider of call center reporting technology, today announced that its Inova LightLink™ middleware is compliant with Avaya IQ 5.0.1 using the Inova historical interface to capture ACD contact center data from Avaya Aura™ Communication Manager. Avaya is a leading global provider of business communications applications, systems and services.

The LightLink middleware helps contact centers monitor and report key metrics from various sources, including automatic call distributors, workforce management systems and internal databases, in order to streamline operations and improve productivity. LightLink supports visual reporting on LED reader boards, LCD monitors, web-based dashboards and agent computer desktops. Previously, Inova LightLink achieved Avaya compliance with Avaya IQ using the Inova real-time interface, and now it is also compliance-tested by Avaya for compatibility with Avaya IQ 5.0.1 using the historical interface.

“Our clients trust Inova and Avaya for business-critical operations,” said Inova Solutions CEO Peter Sisti. “Compliance testing eliminates much of the risk associated with integrating technology platforms. For 26 years, our clients have depended on our commitment to interoperability testing to eliminate that risk, and extend the value of technology in their contact centers,” said Sisti.

Inova Solutions is a member of the Avaya DevConnect program — an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.

As a Gold member of the program, Inova Solutions is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab. There a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure — speeding deployment of new applications and reducing both network complexity and implementation costs.

“Companies like Inova Solutions are expanding the choices available to Avaya customers,” said Eric Rossman, vice president, Developer Relations, Avaya. “With a broad selection of standards-based solutions that are compliance-tested for interoperability, businesses can use communications strategically in their operations and make critical information readily available to both clients and employees.”

About Avaya

Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit www.avaya.com. For more information on the Avaya DevConnect program, visit www.avaya.com/devconnect.

About Inova Solutions

Inova Solutions is a leading provider of real-time communication solutions that help contact centers and other organizations instantly communicate vital information. Founded in 1984, Inova Solutions is headquartered in central Virginia with sales and service representation worldwide. For more information, visit www.inovasolutions.com/call-center-reporting and http://www.inovasolutions.com/call-center-reporting/partners/avaya-cms.htm.

Media Inquiries:                        :

Maureen McGrath, Inova Solutions                

434-951-8126                            

mmcgrath(at)inovasolutions(dot)com                

Media Inquiries

Jonathan Varman, Avaya

908-953-6432

ljvarman(at)avaya(dot)com

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Boost your business with a virtual call center

In the past, the contact center of any business typically consisted of endless rows of business agents seated at their desks with microphones plastered to their ears, working away furiously at their computers. There would be a number of supervisors walking up and down the aisles to make sure that everything worked like clockwork. That business model is undergoing a rapid change, thanks to the arrival of the internet.

Internet Protocol Telephony and Virtual Call Center software has made it possible for contact people to work from a far relaxed atmosphere, and they are supervised via technology. Newly emerging contact centers are without a fixed physical location. These are virtual call centers and they are a viable alternative to the outsourcing melee that is robbing people of so many jobs.

As experts say, the process of setting up a virtual is quite simple. All it requires is a browser, a computer and a phone. The challenge is to manage the interaction process with business partners, sales prospects and current/potential customers. This is where it becomes complex. That is why companies need to go in for precise and careful planning and investment if they intend to move to a virtual call center.

In the virtual call center model, call center agents in different parts of the world work from their own locations. They simply log on to the call center system through the World Wide Web. A truly efficient virtual call center software kicks into action from this point onwards. While enabling proper communication, the system makes logs of all inbound and outbound communication. This makes it possible to track and report communication. Data mining becomes easy. Closed lead loop tracking is made possible.

There are a number of advantages in using a virtual call center for your business solutions. First, there is great flexibility and dynamism in the system. This in itself attracts a talented pool of agents. Expansion is easier since the company can pull its clients from a wide geographical area. Cost saving is also substantial as facility costs are minimal, and contact agents accept 5-15% less when they are working from geographical locations that are suitable to them.

However, virtual call centers are vulnerable to security breaches. Thus, the software you choose must have strong security policies to safeguard the information that is being handled at both ends. Technical support must be available round the clock and regulatory services must provide complete control over home-based agents. So, the system, though easy and completely doable, requires a good amount of technological investment. Performance management, quality control and security needs to be of sterling quality. Only then can your virtual call center stand on its own two legs.

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CallFire

Santa Monica, CA — July 1, 2010

CallFire, a provider of hosted cloud telephony technology, has launched its SMS Text Messaging product.

CallFire’s SMS Features include:

Simple uploads using Excel or CSV lists
Delivery reports and analytics
Send one or thousands of text messages
Only 3 cents per text message
Enterprise grade reliability

Complementing CallFire’s core Voice Broadcast and Cloud IVR products, SMS allows users to easily send a text message to a list of opt-in phone numbers with pay-as-you-go pricing of three cents per message. Coming soon are advanced features such as auto-reply, visual survey results (think American Idol voting), and SMS APIs for developers. SMS Text Messaging is an invaluable communications tool for small businesses and large enterprises looking to make contact with clients, users, and employees. Like CallFire’s voice services, SMS is scalable and reliable to meet everybody’s needs.

Contact:

David Troy

Sales: 877-897-FIRE

About CallFire:

CallFire is an industry leader in cloud telephony services that makes using VoIP simple. CallFire specializes in providing high-availability systems, beautiful user interfaces, furious developer support, and unparalleled customer care. Our products include Cloud IVR, hosted power dialing for agents, voice broadcast, toll free numbers, call tracking analytics, SMS text messaging, and voice APIs. Our tools help developers, carriers & publishers build useful telephony applications.

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Fredericton, NB — July 20, 2010

Indosoft, Inc., a global provider of call center software, announced today that Orinoco Call Center has successfully deployed Indosoft Q-Suite call center ACD software to improve the performance of its contact center technology platform and enhance its call center service offerings.

Orinoco Call Center uses Indosoft Q-Suite call center ACD software for all its 7 by 24 inbound contact center services and periodic outbound predictive dialing campaigns. Orinoco Call Center has increased productivity by using Q-Suite ACD software, which includes easy-to-use, built-in tools like Script Builder and Dialplan Builder to setup and manage all contact center operations. The deployment provided an out of the box, feature-rich contact center technology platform for Asterisk that can scale with growth. The powerful call center ACD software for Asterisk telephony, geared towards medium and large call centers, is capable of scaling to multiple Asterisk servers and eases setup and management tasks for all contact center operations.

“We were searching for a call center software solution that provided a full featured ACD and a predictive dialer to upgrade our contact center technology platform,” says Quinton Wijburg, Business Delivery Manager at Orinoco Call Center. “We had been using Asterisk for some years and understood its value as a hybrid PBX. Our primary criteria in selecting new call center software were achieving full control and management abilities of the day-to-day call center setup and operations. With its Web based GUI, Indosoft call center software Q-Suite provides all the essential features of a high end call center ACD, including skills based routing, queue prioritization, disposition codes and predictive dialing. We can now effectively manage our contact center technology platform, our staff and our contact center service offerings.”

“The Q-Suite is a full feature call center software solution for Asterisk, the dominant hybrid IP PBX, which matches or exceeds the feature-sets of most contact center technology platforms, yet delivers a considerable cost savings,” says Gabe Bourque, VP of Operations at Indosoft. “With its unique and flexible toll-sets, Q-Suite provides contact centers with a cost-effective, industry leading call center software for all their contact center telephony and CTI requirements. By deploying Q-Suite call center ACD software, contact centers can improve their technology platform without huge up-front capital investment associated with traditional call center equipment.”

About Indosoft Inc.

Indosoft Inc. is a global provider of call center software for Asterisk and has been providing call center solutions to medium and large contact centers around the world for over nine years. Its advanced, feature-rich call center ACD software meets and exceeds client requirements while delivering a considerable cost savings over traditional call center equipment. Indosoft also licenses its ACD for Asterisk with .NET and socket library to enterprises utilizing Asterisk in their product line. The Indosoft Q-Suite call center ACD software is also available for private label to contact center technology platform solution providers.

About Orinoco Call Center

Orinoco Call Center, located in Gaborone, Botswana, has been providing call center services for over 7 years. It offers cost effective inbound call center service with IVR Automatic Call Distribution and Skills based Routing for customer service support services to businesses in the country. It also offers Outbound services including predictive dialing for its clients.

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Fredericton, NB — February 28, 2006

Technology Managers in Call Centers are realizing the capability of the Open Source Asterisk PBX and its ability to meet their complex demands. Asterisk provides a powerful set of functionality for both Outbound and Inbound Call Centers along with being a media server, a protocol gateway, and a conference bridge. According to Rajan Iyengar, President of Indosoft Inc., Asterisk PBX provides a seamless integration of TDM and VoIP. This has allowed Indosoft to setup remote and hosted Call Centers and reap the benefits and cost savings from the use of Asterisk over legacy systems. Indosoft Inc. was one of the earliest to migrate its call center applications from Legacy CTI to Asterisk PBX based on Digium hardware.

Unity4 will deploy Indosoft contact center technology in Sydney, Australia. The computer telephony backbone will be based on the Digium Asterisk PBX. Indosoft will supply the Dialer technology (http://predictivedialer.indosoft.com), integrate a soft-phone into the Unity4 Agent Desktop and co-develop a contact center specific ACD architecture and GUI interface for Asterisk. The Dialer will provide Predictive, Power and Agent Ready dialing. The IAX2 compatible soft-phone will come with a .NET and can be embedded in a browser. The Inbound ACD can handle complex requirements effortlessly. Dan Turner, Managing Director of Unity4, feels that this fully integrated solution will provide Unity4 with a high level of flexibility and control.

Unity4 (http://www.unity4.com) is a leading provider of call center services, with operations in every state and territory of Australia. With a group of great people working in an ideal environment they provide their clients with the happiest, most highly skilled, loyal and responsive workforce in the industry.

Indosoft Inc. (http://www.indosoft.ca), a Digium Asterisk Partner, is a leader in the application of Computer Telephony Interface (CTI) and Voice over IP (VoIP). Indosoft provides fully blended solutions for Contact Centers, Audio Conferencing systems, Real-time call blocking for Do Not Call list enforcement, Hosted PBX, Call Center Applications, Predictive Dialer, IVR and Voice Recording technology based on Asterisk PBX.

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Oracle Contact Center Anywhere Overview provided by Promero, Inc. Contact Center Anywhere is a virtual call center software, ACD, Call Recording, Predictive Dialer software available as software as a service or on premise configuration.
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Houston, TX — October 24, 2007

Spectrum Corporation, a leading provider of real-time software and display technologies for the contact center, today announced that its neXorce software is compliant with key Internet protocol (IP) telephony and contact center solutions from Avaya (NYSE:AV), a leading global provider of business communications applications, systems and services.

The neXorce software, a powerful data collection and delivery system, helps businesses communicate actionable information to desktop dashboards, plasma screens, wallboard statistics, web pages, scheduled email or mobile devices. The application now is compliance-tested by Avaya for compatibility with Avaya Call Management System 14.0, an application that helps businesses monitor and analyze contact center performance.

“Over the years Spectrum has built a significant base of customers who use our software and display products in their Avaya contact centers,” said Gary Liddell, vice president of Spectrum. “neXorce allows these customers to deliver contact center intelligence throughout their organization and achieve new levels of performance. Companies can take advantage of today’s open, standards-based platforms and deliver key performance data from multiple sources to specific targets throughout the organization…anywhere in the world.”

Spectrum Corporation is a member of the Avaya DevConnect program–an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.

As a Platinum Level member of the program, Spectrum Corporation is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab in Lincroft, N.J. There a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure–speeding deployment of new applications and reducing both network complexity and implementation costs.

“By offering compliance testing to the many innovative companies like Spectrum Corporation who are members of our DevConnect program, Avaya promotes fully interoperable solutions that help businesses unleash powerful new possibilities,” said Eric Rossman, vice president, developer relations and technical alliances, Avaya. “They are able to use Intelligent Communications to connect employees and customers to information from wherever they are, over whatever device they have available – getting more out of their multivendor network and delivering new value to their bottom line.”

About Avaya

Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site: http://www.avaya.com. For more information on the Avaya DevConnect program, visit www.avaya.com/devconnect.

About Spectrum Corporation

Headquartered in Houston, Texas, Spectrum Corporation is a global provider of real-time software and display technologies. Since 1971, Spectrum has consistently been an innovative leader offering a “total solution” that maximizes performance and increases efficiency for the contact center. The company has serviced FORTUNE 100® and FORTUNE 500® companies with software and hardware installations worldwide. Spectrum’s real-time reporting and alerting software delivers database statistics, metrics and critical messages to plasma screens, wallboards, desktop screen pops and more. Award-winning products include software applications, state-of-the-art display devices such as IP wallboards and integration/installation services. For more information, visit www.specorp.com.

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