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The Efficiency of Call Center Software

Call center software is like a productive support for various call center businesses. It acts as one of the most important aspect that contributes to the growth of BPO sector. As it is essential for every call center to perform with due proficiency it become almost important for them to employ some systematic software and functions that can provide them a lot of benefits. And it is here that call center software help them a lot.

Call center software generally comes in different forms and varieties. Though, they all perform with standardized quality but their features are almost different. However, the most unique feature of this software is concerned with its implementation or execution from any location. For instance, you can persuade your call center agents to work from home this will save your lot of money and will provide you quality work. However, with the help of call center software you can easily scrutinize their work if you want to keep close watch on their performance. This whole process will increase your business in terms of both money and clients.

Following are some call center software that utilized in call center industry:

Predictive dialer
IVR
CTI
Voice mail & PBX
Auto dialer

This software generally operates in call center industry where customer is considered as a top priority. Apart from this, it can also handle call tracking process to data analysis and can maintain both inbound and outbound calling process.

Call center software can systemize voice messaging for straight marketing procedures, leaving computerized messages on voice mail and answering machines that are reached by this method. When a call is transferred to an agent it can save a lot of time of the agents and ultimately enhance their productivity.

Find the best deals of call center software from www.yoursautodialer.com

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I Want To Work In A Virtual Call Center: Call Center Jobs

Virtual Call Center jobs are available for Seniors, allowing them to make a great living with work at home call center jobs.

With the ever uncertain economy and with the news broadcast tooting the uncertainty of whether or not the US economy will recuperate to it’s full capacity, seniors that have lost a part or a large percentage of their retirement funds are concerned.

Rightly so, how do these retirees enjoy their golden days, how can they subsidize their vacations and their shopping excursions? Retirees have labored hard all their careers knowing that they would have enough money to retire and live a cheerful life in their later years. Now with the global economy system failing us and many of us still seeking employment, where do we expect the seniors to find occupation to create back the money that they lost during the global melt down.

Well seniors do not be discouraged, many of you who have the need to work can easily get work from home call center jobs. With the increase in seniors who make use of the internet and understanding the importance of remaining connected with others with the use of technology. Seniors have the option to stay in the home, make use of their world wide web services and make a part time pay. Yes, seniors you read it right, you can make money from the comfort of your home. You can have the money to play bingo, have lunch dates together with your girlfriends and still have enough money to get you curls done, without having to worry regarding where the extra funds are going to come from.

How do seniors earn an extra income? Virtual Call Center Jobs and Work at Home Call Center Jobs are the key

What is beautiful about Virtual Call Center Jobs is that retirees do not have to leave the comfort of the home to perform their work. Work from home call center jobs are completed at home. If a retiree has a spare room in their house or apartment they can utilize that space to house their Virtual Call Center Business or Virtual Call Center Jobs. No longer do retirees have to go and apply for the job at Walmart as a greeter and be on their feet the whole day, Now retirees have the opportunity to work at home from their computer and make an excellent part time pay.

Now for the magical question: Where can seniors find these Virtual Call Center Jobs?

With the increase of on the internet scams it is hard for people to find legit companies who are employing people to work from home. But, callcenteraddict.com has made the technique of finding Virtual Call Center Jobs a breeze. This company has all the resources, all the Virtual Call Center Companies that are employing and they have all the guidelines and secrets that will help you find work at home call center jobs.

Seniors no longer have to search all over the internet to discover the right call center jobs for them. In one localized location a retiree can find the right call center company and start applying for virtual call center jobs

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Sunnyvale, CA — August 27, 2010

Brad Mack is now Senior Vice President of Sales at Transera Communications, a provider of virtual call center solutions for distributed multi-site call centers. Mack brings a wealth of experience to the company and the burgeoning virtual call center market. He previously ran partner development and direct sales at Contact Solutions, a provider of on-demand call automation solutions, and prior to that had an 11 year stint running Americas’ Sales at Intervoice, the industry-leading manufacturer of self-service platforms. With over 25 years of sales leadership experience at established companies such as Octel, ROLM/IBM and Xerox, Mack is positioned to immediately impact Transera’s business.

Prem Uppaluru, President and CEO, Transera, said, “We are excited to have Brad as part of the Transera management team. His knowledge of, and experience in, the call center industry will be invaluable to Transera as we meet the demand for contact centers transitioning away from on-premise to virtual call center solutions.”

Key Points:

Brad Mack joins Transera as Senior Vice President of Sales

Mack has over 25 years’ experience running sales organizations in the voice and call center markets

The trend of call centers transitioning from aging and proprietary on-premise equipment to cloud-based solutions continues to attract talent to the virtual call center market

About Transera

Transera’s virtual call center software intelligently connects global callers and agents, rapidly delivering both top and bottom line results. Our cloud-based solution helps high-volume multi-source call centers manage constantly shifting demands for agent resources, control multiple outsourcers and locations more effectively, and eliminate exorbitant capital expenditure outlays. Addressing these and other call center management issues translates into tangible business results. In fact our customers have already shown they can use Transera to increase revenue by 10% and lower total cost of ownership by 40%. Transera is a privately-held company based in Sunnyvale, California. http://www.transerainc.com.

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CallFire and xmvoice billing description. You must read this previous to you purchase!

If you have searched the net for voice broadcasting or for automatic dialing services odds are you have come across call fires web page. Yes, they spend lots of money on advertising and they are priced super high in comparison to other carriers like PennyDials. While callfire offers a few more gizmos, Penny dials will carry out equally as well for much less capital. If you go to callfires pricing page you will observe they have quite a few plans from 3.5 cents to approx less than two cents per minute. CHECK the asterisk by the pricing! They bill in 60 second increments which means you will be charged an full minute if the call barely last 5 secs. Wow! This means every contact will cost 1 minute no matter if its less than 60 seconds. Now, if you buy a higher quantity of minutes you are given a lower price.. You are charged in thirty second increments instead of 60 second increments. Still not a great deal! So if your call last’s five seconds you are billed for 30 seconds instead of the complete minute. Sounds better right? Well not until you see what PennyDials presents.

PennyDials offers the same voice broadcasting and auto dial service for a large amount less. Their starter package is 3.5 cents just like CallFire however they charge in 6 second billing increments! That means if your call only lasts 5 seconds you are only charged 6 seconds. So you can do that 10 times and it would merely cost you 1 minute. Callfire would charge you 10 minutes! You can do a lot more calling with 1 minute then with Callfires minute. Billing is very important. If you are searching around make certain and educate yourself on this. It can littereally double the total of buyers you get on the telephone which means more money in your pocket! If any of this does not make sense make certain to click the link below for your complimentary ebook on voice broadcasting and auto dialer billing clarification. It will save you a ton of money! Penny Dials is one of the only businesses that charges in 6 second increments without a 30 second minimum. That is practically unheard of in the phone broadcast industry.

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Avaya Facephone is only a sampling of how businesses can leverage the power of Social Media and Unified Communications.

Cumulux offers product and services that let enterprises strategize, develop and operationalize cloud computing applications. Cumulux has a proven track record of delivering business value to customers by implementing Software-as-a-Service (SaaS) solutions based on platforms such as Microsoft Azure, Amazon EC2 and Force.com. Cumulux was founded in 2008 and has offices in Chicago, Seattle and Chennai, India.
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www.hound.com outbound call center careers, outbound call center positions, outbound call center job opportunities, outbound call center jobs, hound.com
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New York, NY and Oslo, Norway — September 29, 2009

Confirmit has announced that it has joined forces with DMG Consulting LLC to deliver a webcast highlighting the ways in which businesses running contact center operations can use a Voice of the Customer program to increase customer retention, while reducing operational costs.

In this webinar, Donna Fluss, founder and President of DMG Consulting will share best practices for building a Voice of the Customer program that optimizes customer retention and satisfaction. She will highlight how successful programs enable businesses to improve the customer experience, reduce agent attrition and produce a more competitive and cost effective contact center environment.

Fluss comments “Even in the era of social networking, surveys are still the most effective ways to determine how satisfied customers are with a company’s products and services. Analyzing feedback on a timely basis enables companies to rapidly identify service issues, substandard processes, and outdated policies and procedures. Retaining customers is a top goal in good times; it is even more important in a tough economic climate. Investing in technology to gather feedback and improve service before customers broadcast their frustrations to the world is vital, especially in the era of social networking.”

The webinar will guide contact center managers, supervisors and QA specialists who are interested in building or enhancing their Voice of the Customer program, as well as Customer Insight professionals who want to combine contact center data with customer survey data.

In addition, Gary Schwartz, SVP Marketing at Confirmit will discuss the ways in which global businesses have taken advantage of feedback management technology to deliver significant benefit to their customers, contact center and enterprise.

Schwartz added “This webinar gives us a great opportunity to share some best practice examples of successful feedback programs, particularly in businesses who have combined feedback data with CRM data to provide context to their decision making. I’m looking forward to discussing some of the key ways in which contact centers can harness the power of the Confirmit platform to drive efficiencies and improvements.

The Webinar will be held at Thursday, October 1, 2009 12:00 pm CDT and registration is available through the AMA website.

Press contact

Gary Schwartz, SVP Marketing, Confirmit, +1 212 660 1816

About Confirmit:

Confirmit is the world’s leading SaaS software vendor for Customer Feedback, Employee Feedback, and Market Research applications. The company has more than 200 employees and offices in Oslo (headquarters), Guildford, London, Moscow, New York, San Francisco, and Yaroslavl. Confirmit’s software is also distributed through partner resellers in Barcelona, Kuwait City, Madrid, Milan, Santiago, Sydney, and Tokyo.

Confirmit targets Global 5000 companies and Market Research agencies worldwide with a wide range of software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include British Airways, Countrywide Financial, Dow Chemical, Experian, GlaxoSmithKline, Halifax Bank of Scotland, Intrawest, Ipsos, Nielsen, The NPD Group, Safeco Insurance, Statoil Hydro, Symantec, and Virgin Media.

About DMG Consulting LLC:

DMG Consulting LLC is an independent research, advisory and consulting firm that provides strategic and tactical advice to contact center managers, vendors and the financial community about the contact center and analytics markets. Our mission is to help clients build world-class contact centers by leveraging technology, processes and people. We provide insight and guidance to assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

DMG Consulting analyzes all aspects of the contact center market and publishes research on Quality Management/Liability Recording (WFO), Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure and Interactive Voice Response Systems. DMG’s consulting experience spans more than 2,000 end-user organizations and vendors. Our hands-on operational, technology and financial expertise gives us deep insight into what customers need and want from enterprises and vendors. For more information, visit www.dmgconsult.com.

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Hosted Call Center Solutions

With the advance in technology, call center industry is also experiencing a new shift from premise based solutions to hosted call center solutions. Call center technology is changing rapidly leading way to replace on premise call center equipment to hosted call center solution. All the call center equipment that was installed in call centers is being replaced by agent desktops and internet cables. In essence the definition of call center equipment has been cut down to agent pcs and internet access. This shift in the nature of call center equipment came with shift in call center technology because of newly and disruptive hosted call center solutions available today in the market.

Call center technology these days is primary focusing on hosted call center equipment. So, companies providing hosted call center solutions are hosting the call center equipment for the call centers. This is a result of the change in the way internet is being used by businesses as key part of their operations. With the advent of broadband internet available easily and at affordable prices, these call center can now have the benefit of hosted call center solutions.
The hosted call center solutions are also known as VoIP contact center solutions and hence VoIP call centers. The hosted call center solutions are mainly based on VoIP technology platform that has evolved over time as a wonderful technology with benefits like:

1. On demand call center set up
2. Instant set ups for any size of call centers
3. Call centers can be set up anywhere in the world.

The VoIP contact center software, also called telemarketing phone runs on the pc of the agents making them enable to make and receive calls. These telemarketing phones are pieces of software running on the pcs but controlled by the solution providers over the internet. Telemarketing phone on pc uses internet to access any resources sitting on the solution provider’s premise. These resources could be the leads that are being called or the telecom infrastructure required to terminate calls. VoIP contact center solutions are mostly used for telemarketing calls and hence given the name telemarketing phone. Telemarketers can be sitting anywhere in the world just with their pcs and internet connection. Telemarketing phone does the dialing and gives the connected calls to the agent. On their pcs, they might see few other components of VoIP call center solutions like a CRM pop up or a survey form that they fill while on calls with customers. These telemarketing phones have all the advanced features like presence, call rescheduling, transfer and conference to and among other agents from the same campaign. The distributed architecture allows these agents from same campaign to work from home and still be a part of a virtual call center and enajoy the benefits of on premise working with a group of agents from same campaigns. They can use telemarketing dialer to communicate with other agents via chat, phone, transfer, conference etc. The call center supervisor can also use telemarketing phone to Bargain to different agents.

Comparing reliabilities between two call center technologies: having hardware on your own premises requiring you to manage the call center technology yourself, or, subscribing to a Hosted Call Center solution, where the technology is managed for you.
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NEW YORK, NY — November 2, 2006

ShoreGroup, Inc. (http://www.shoregroup.com), a leading converged network solutions and management provider, today announced that it has been awarded the contract and has begun the immediate deployment of its award-winning CaseSentry Systems Management solution to manage a large-scale contact center for a prominent national services organization. CaseSentry will provide comprehensive monitoring and management of the enterprise contact center environment, which employs a combination of 8,000 agents, 12,000 Cisco Customer Voice Portal (CVP) ports and processes 100 million calls across 38 ACD systems during the customer’s 6-month peak busy season.

The CaseSentry Systems Management solution fully automates the monitoring of the Cisco Unified Intelligent Contact Management (ICM) Enterprise application, providing a centralized point of management to ensure that all contact center systems and supporting infrastructure are fully operational and meeting the organization’s service level objectives. Delivering the fully integrated service management and systems management capabilities that organizations need to effectively manage and support their vital contact centers and related end-to-end business process transactions, CaseSentry extends beyond traditional management applications to provide a completely cohesive support process. In addition to providing enterprise-wide operational views and service level management visibility, CaseSentry contains a highly-specialized suite of unified IP communications management applications and Operational Services Automation capabilities addressing the demanding requirements that organizations have to maintain the availability and reliability of their contact centers.

“In today’s competitive business environment, organizations rely on their contact centers to provide a wide range of customer interaction applications aimed at reducing customer wait times, increasing employee productivity and maintaining higher service levels,” said Robert Bojanek, Executive Vice President at ShoreGroup. “The complex and distributed nature of networked contact centers requires a highly-effective management strategy in order to capitalize on the full advantages these systems have to offer. CaseSentry meets the challenge of managing and identifying the root cause of problems across the complete contact center operations, allowing organizations to realize reduced support costs while at the same time maximizing the customer retention and revenue potential that is fundamental to their business.”

With unified contact center applications becoming commonplace in today’s business environment, CaseSentry’s ability to test and exercise enterprise applications through automated synthetic transactions, monitor the status of all contact center systems and applications in real-time, and the ability to suppress non-critical alerts not only reduces downtime but helps to ensure every aspect of the contact center is supporting the delivery of seamless customer service 24x7x365.

The CaseSentry Systems Management solution is available as part of a comprehensive, cost effective management service solution that includes complete systems management consultation, implementation, maintenance and change administration.

About ShoreGroup, Inc.

ShoreGroup is a converged solutions provider delivering management applications, operational maintenance services and infrastructure professional services. As a Cisco Gold Certified Partner with IP Communications Specialization, and a Cisco IP Contact Center (IPCC) Enterprise Advanced Technology Provider (ATP), ShoreGroup designs, deploys, maintains and develops leading management applications for high availability converged networks and customer contact centers. Technology expertise includes IP Telephony, VoIP, communications systems and applications, systems and network management, LAN/WAN, physical layer infrastructure and wireless. Founded in 1999, with over 400 global and national customers, ShoreGroup is based in New York City and Syracuse, NY.

Cisco and Cisco Systems are registered trademarks or trademarks of Cisco Systems, Inc. and/or affiliates in the U.S. and certain other countries. ShoreGroup and ShorePatrol are trademarks, and CaseSentry is a registered trademark of ShoreGroup, Inc. All other marks are property of their respective owners.

November 2, 2006

FOR:

ShoreGroup, Inc. (http://www.shoregroup.com)

CONTACT:

Glenn Yeeles

ShoreGroup, Inc.

The ShoreGroup Building

460 West 35th Street

New York, NY 10001

(212) 364-6800

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