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This is the February 2009 version of the Hello Hunter Hosted Predictive Dialer interface. Sign-up for a demo of the latest version of our dialer at www.hellohunter.com. Unlimited predictive usage starts at 9 The administrator interface is similar to the agent interface. Contact information will automatically pop on screen. Predictive dialer campaign mode supports from 1-5 telephone lines per agent, or use our dynamic algorithm. Compare against other cloud call center applications and save! Hello Hunter makes both a Predictive Dialer and a Voice Broadcasting system. The platform is based on FreeSWITCH and Adobe Flash. International call centers welcome!

NEC’s custom-built contact center solution helps Omron enhance customer satisfaction.
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Call of Duty Modern Warfare 2 was released on November 10th, 2009 and had one of the biggest launches I can even remember! I didn’t go out for the midnight release, but I went out on launch day and was there 3 hours before launch in the morning and there was already 20+ people waiting there. After a half hour to forty-five minutes, I finally received my copy of Call of Duty: Modern Warfare 2 for the PlayStation 3 and off I went to spend the rest of my week ranking up as fast as I could. BUY COD MW2 FOR PS3: www.Extreme-Days.com BUY COD MW2 FOR 360: www.Extreme-Days.com BUY COD MW2 FOR PC: www.Extreme-Days.com Check Out The Blog: www.Extreme-Days.com Follow Me On Twitter Twitter.com Join Me On Facebook: www.Extreme-Days.com Donate Through PayPal: www.extreme-days.com As most of you already know, I hardly ever buy games that don’t have some form of multi-player and usually will only buy games for the multi-player aspect, but I did actually play the entire single player campaign in Modern Warfare 2 and I must say that I did enjoy it even while playing through a second time. The story was solid, it was a little confusing at times, but it tied in fairly well with where the story left off in Call of Duty 4 and gave answers to many unanswered questions. The only thing I really didn’t like about the single player campaign in Modern Warfare 2 was that, for the most part, it was fairly easy on the hardest difficulty setting. Now, I didn’t say always, because that is definitely not …

Houston, TX — April 5, 2007

Spectrum Corporation, a leading a solutions-based sales organization specializing in contact center applications, today announced that its VectraView™ Suite software is compliant with key contact center solutions from Avaya (NYSE:AV), a leading global provider of business communications applications, systems and services.

VectraView Suite software creates dynamic graphical displays that can be distributed to a single screen or globally, empowering viewers with current information to make better decisions. Data from multiple sources can be combined to create colorful charts, gauges, messages, video or other graphical content displayed in real time. Businesses can feature real-time statistics or metrics, training videos, presentations, Web pages, corporate employee communications and news or financial information on plasma screens, flat panels, LCDs or large displays. Multilevel thresholds and automatic color schemes are additional features that add power and a very professional look to this easy to manage product. The application now is compliance-tested by Avaya for compatibility with the Avaya Call Management System, a solution that provides businesses with the tools they need to analyze and improve the performance of their contact center operations.

Spectrum Corporation is a member of the Avaya DeveloperConnection 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.

“Integration with the Avaya’s open, standards-based platform of products was a natural for us and has been well-received worldwide,” said Gary Liddell, vice president of Spectrum Corporation. “Bringing the VectraView Suite to market and getting it in front of so many so quickly could not have been done without Avaya’s DeveloperConnection program. Compliance testing from Avaya was a crucial step in our development and ensures that our customers around the world get an innovative and reliable product that is compatible with their Avaya contact center operations.”

As a Platinum member of the DeveloperConnection 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 DeveloperConnection 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 Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet protocol (IP) telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications – and distinguished by comprehensive worldwide services – Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya website: www.avaya.com. For more information on the Avaya DeveloperConnection Program, visit www.devconnectprogram.com.

About Spectrum Corporation

Headquartered in Houston, Texas, Spectrum Corporation is a global sales organization specializing in real-time display technologies for the telecommunications industry. 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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Lombard, IL — November 16, 2006

Going holiday shopping at the mall used to be as traditional as hanging mistletoe and drinking eggnog. But the abundance of easy-to-use catalog and online options have many consumers picking out the perfect gift from the comfort of their own homes. What does this mean for retailers? Well, if their contact centers had made Santa’s nice list instead of his naughty one, it could mean less coal and more revenue in their stockings.

According to recent Aspect Contact Center Satisfaction Surveys* of 1,000 consumers in Europe and 1,000 consumers in North America, company interactions are failing to meet their expectations. Overall, North American and European consumers, on average, gave contact centers a barely-passing grade of a D+ (on a scale from A+ to F/FX), with a full quarter of interactions deemed as failures. North American consumers reported that 23 percent of their telephone, email or online chat interactions fell short of expectations, while European consumers reported that one in five interactions fell short of the expectations they had before making contact with the company (22 percent).

In fact, more than 18 percent of North American consumers and 17 percent of European ones reported that the last interaction with a retail contact center fell short of their expectations, and less than 37 percent of retailers exceeded customer expectations.

These surveys, conducted by independent research firm Leo J. Shapiro & Associates, found an alarming fact: If companies continue to ignore the demands of their customers, they are putting them at risk of leaving for other businesses. With the peak season for the retail industry fast approaching, retailers need to improve the relationship with their customers and invest in their customer interaction strategies or risk losing customers altogether.

According to the Aspect Index, consumer demands are not unreasonable:

European and North American consumers both want to deal with knowledgeable and informed agents (72 percent of customers in North America rated this to be extremely important) that speak clearly and are easy to understand (88 percent of Europeans rated this to be extremely important).

Of all of the characteristics that were measured for the survey, both North American and European consumers rated the people-related characteristics the highest (agent attributes such friendly, professional or patient), giving them an average of 70 percent.

Consumers were less satisfied with efficiency characteristics (for example, ability to resolve issue in single interaction) and automation capabilities (easily access a person from an automated menu) of the contact center.

Not surprisingly, while consumers are most satisfied with the people-related measures, there is still a long way to go to improve that area. Research indicates that both North American and European consumers are interested in interactions that facilitate human contact, interacting with contact centers whose agents are patient, act professionally and take responsibility for resolving issues. They also want their inquiries to be answered quickly and their problems resolved swiftly. This holiday season, the retailers that will be the most successful will look outside-the-box at the classic measures of contact center performance — maximizing the number and speed of interactions — since this is often contrary to the goal of providing patient and thorough resolution of the consumer’s issues.

The Aspect Index also points out that consumers highly value empathetic agents who can act as their advocate within the business. If these agent-related grades are to be improved, contact center managers must increase their focus on agent staffing, training, measurement and matching consumers to the right agent accurately.

During the holiday season, successful businesses will realize the importance of the contact center in strengthening their relationship with their customers and will manage the contact center accordingly. When shopping via catalog or the Internet, consumers won’t have patience for long hold times to deal directly with an agent, or wait while agents struggle to locate their shopping history or worse, deal with contact center agents that aren’t familiar with company policies or procedures.

Consumers will turn to those retailers that can provide knowledgeable, patient agents, as well as thorough and quick resolution of consumer issues. By investing in proper agent training and the right contact center capabilities, retailers will ensure a happy holiday season and increased customer loyalty for the New Year and beyond.

*Source: 2006 Aspect Contact Center Satisfaction Survey Europe and 2005 Aspect Contact Center Satisfaction Survey (North America)

Author: Michael Sheridan

Michael Sheridan is vice president of strategy at Aspect Software. For more information, visit www.aspectindex.com.

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Related Aspect Contact Center Press Releases

The Benefits of a Virtual Call Center

What do these companies all have in common: Kodak, eBay, Coca-Cola, Pizza Hut, Hilton, Apple Computer, U-Haul, 1-800-Flowers, Cruise.com, Convergys, Level3, SalesForce.Com and JetBlue?  The answer is they all use virtual call centers.

In today’s economic climate, businesses are trying to cut costs while improving their customer service. But, how do you add call center staff without expanding your existing facility?  These days more companies are relying on virtual or web-based call centers.

What is a Virtual Call Center?

A virtual call center operates just like a traditional brick-and-mortar call center however the company’s representatives are geographically dispersed.  Rather than working in cubicles at a call center facility, virtual call center employees can work in groups at a number of smaller locations, or often they work right in their own home office.

Employees enjoy this arrangement because the hours are usually flexible, there’s no dress code to follow and they save time and money by not having to commute.  American commuters spend an average of 51 minutes getting to and from work each day.  Imagine having an extra hour each day.  No wonder employees enjoy virtual call center work.

Companies benefit from this model because it saves the costs associated with a building (rent, insurance, electricity, taxes, security, etc.) while improving employee morale and lowering employee turnover rates, which tend to be high for traditional call centers.

The tools used to monitor the employees are the same whether the employees are all in one location or spread across the country.  All calls can be monitored and recorded.  Wages can be easily calculated by totaling the talk time from the calling logs.  Training can take place using virtual desktop meetings.  Virtual or traditional it comes down to this; the quality of the job will depend upon the quality of the people.

Permanent Headcount vs. Contractors vs. Outsource

The question most people ask is “Should I add permanent staff, outsource or hire contractors?”  There are good reasons for each of these options. 

If your business is fairly stable and you’ll need the staff year-round you should probably hire permanent employees.  One of the best ways to start with virtual call center employees is to reward your best performers by allowing them to work at home.  You may be surprised to find their productivity actually increases.  They’re happier.  They don’t have a commute.  And you’ve recognized and rewarded their hard work.  They’ll work harder to maintain the privilege of working at home.

If your business is cyclical, you expect a downturn or you only need the staffing for a short period of time then you should probably hire contractors.  Changing staffing levels with contractors is much less painful than with full-time staff.

If you need specialized services, like lead generation or appointment setting, you may want to consider outsourcing. 

Benefits of a Web Based Call Center

While flexibility and affordability are the top two benefits of using a virtual call center, easy access to systems via the Internet, employee satisfaction and availability of industry and technical experts are also key benefits.

Cost savings is clearly a huge benefit. Not only are you saving on the facility and associated costs, but also if you’re outsourcing it means you are only paying for the resources you’re using.  While you may be able to save a few dollars outsourcing to an offshore facility, most companies have found that outsourcing to a U.S.-based companies with U.S.-based representatives is a more productive option.

Today’s web-based CRM/Call Center technology is another huge benefit. No matter where your reps are, they have access to the same systems via the Internet. No sending software to load onto computers then having to troubleshoot when it doesn’t load properly. You simply give reps access credentials and they are up and running. And it doesn’t matter if you have two reps or two hundred the systems are generally scalable to meet any company’s needs; making your call center as small or as large as you need it to be.

Geographically dispersed employees allow for industry specialists to be hired providing the most experienced reps for your company’s needs. Whether your hire permanent employees, contractors or outsource to a vendor, there are industry experienced, professional people available across the U.S. And you won’t need to pay relocation costs!

With a plethora of web savvy people and easy to use interfaces training time is kept to a minimum helping reps become more productive in less time.  A rep working from home increases job satisfaction leading to less turnover. This is a win-win for both employer and employee.

Features to Look for When Choosing a Virtual Call Center Service

First and foremost, you’ll want a look for a service that offers specialists in your industry. You wouldn’t want to hire medical experts to represent your real estate business. Do your research and find a vendor with experience in your industry. Your business can only benefit from having the most experienced talent on the phones.

Second, search for a call center solution that offers a full array of services.  For example, if you need help finding sales leads and setting appointments, look for a virtual call center that provides services such as account profiling, appointment setting, audience acquisition, channel development, market analysis, market segmentation, inside sales, lead generation and lead nurturing. This will allow you to get a wide range of services from a single vendor saving you time and money.

And finally, be sure to choose a call center that is scalable to your business.  Today you may need a little help; tomorrow you may need a lot more.  Select a vendor that can scale up and down as needed.

In choosing to use a virtual call center for your company’s customer service needs, you’re investing in the people, not in a building. This will make a world of difference in your ability to offer professional customer service at a reasonable cost.

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For a free demo, visit www.telax.com Capture some astounding benefits in cloud computing with Telax Hosted Call Center, a solution that’s remarkably simple and utterly flexible! Your agents can learn to use the applet in under 20 minutes and can log in from anywhere! There’s no more hardware which means no more headaches and a cap on boundless maintenance costs. With Telax you secure peace of mind that’s gained by cost certainty and a partner that is 100% accountable. For more information please visit our website at www.telax.com

See how Avaya contact centers can give customers the answers they need and agents the freedom to work from anywhere.
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