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Fredericton, NB (Vocus/PRWEB) March 15, 2011

Indosoft today announced that Worldwide Access Solutions Inc., a successful and innovative provider of Call Center Service Solutions with deployments of Q-Suite, has successfully developed and launched productivity modules to its contact center platform on Asterisk. This was made possible by Q-Suite?s robust CTI for Asterisk with .NET and Socket library, and has allowed WASI to enhance and customize its call center services to fulfill expanding business requirements.

With a rich history in technology and communication based services, WASI focuses on delivering personal and innovative call center service solutions to its clients, including media-driven sales, customer cultivation and retention, business sales and lead generation for the technology, financial services, and health care industries. With an increasingly diverse client base, WASI relies upon the contact center technology platform and its extreme flexibility to provide successful outsourced call center services and meet client needs.

?In 2009, we began searching for a call center software for the Asterisk telephony platform because we knew we needed to migrate to IP telephony and we understood the immense value of Asterisk and its enormous flexibility,? says Mike Deane, Chief Software Architect at WASI. ?However, we needed a call center ACD to go with our IP telephony. We required feature-rich, scalable call center software with remote, distributed architecture capabilities that could easily scale to hundreds of agents working concurrently, as well as a complete API supporting complex CTI for Asterisk. Q-Suite provided us with enterprise call center functionality while its rich API for CTI integration made it possible to develop add-on modules to meet our clients? most challenging requirements. In one such example, we built a module that allowed custom handling of our client?s hot-leads to be inserted and called within a few seconds of receipt. We also developed other modules that provide the customization of live transfers and bridging of calls from our call center operations. With these modules we are able to provide our customers with customized features and equip WASI with a clear competitive advantage. I am very impressed with Q-Suite call center software for Asterisk, as well as with Indosoft support. We feel we have made the right decision in building our contact center platform based on Asterisk with Q-Suite.”

“Q-Suite call center ACD is ideal for migration to IP telephony using Asterisk. It provides feature-rich call center functionality out-of-the-box, as well as the unique ability to develop custom features through its rich API for Asterisk CTI integration,? says James Terhune, CTO at Indosoft. “Asterisk is a leader in IP telephony and Q-Suite provides a high end contact center solution geared towards both inbound ACD with skills based routing and outbound dialer with predictive dialing. The architecture of the call center ACD within Q-Suite enables organizations to scale to a multi-server, multi-tenant setup. Q-Suite is a next-generation platform that can be setup in a high availability mode with redundancy. These advanced feature sets coupled with the overall capabilities of the Asterisk platform make Q-Suite a compelling choice for call center software when setting up new contact centers or migrating to IP.”

About Indosoft Inc.

Indosoft Inc. is a global provider of call center software for Asterisk. It has been providing call center solutions to medium and large contact centers around the world for over ten years. It also licenses its ACD for Asterisk with .NET and Socket library to enterprises utilizing Asterisk in their product line. Indosoft has been making available Q-Suite ACD for private label contact center technology solutions.

About WASI

WASI provides innovative, business-focused contact center solutions for both emerging and established streams of non-profit or for-profit organizations. WASI and its advanced contact center technology platform have established a reputation for quality among their diverse client list. This reputation for quality was earned by WASI through delivering winning service results for each and every client with whom they partner.

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This video is about The Contact Center Business and how to go about finding the right campaign?
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Does Your Call Center Ensure Customer Loyalty?

Copyright (c) 2009 Randy Harmat

Ensuring customer loyalty has been the mantra of all successful businesses. As call centers become an integral part of a complete customer service strategy in businesses ensuring loyalty has become more of a challenge. Modern call centers are sophisticated and multi-person operations are supported by telephone and computer technology. There is no personalization or a continuous name that a customer can relate to. Though telephone strategies and great scripts often lead to effective customer conversions, loyalty can never be ensured. Moreover, conducting business over the phone has never been as personalized as face-to-face interaction. Call centers have this big challenge on their hands ever since their inception.

Ways to Ensure Customer Loyalty

For better business you need to know more about your customers. The better you know them the better you can meet their needs. In fact, the more conversant the customer becomes the better feedback you get. Create opportunities for feedback. Ask your customers why they chose you over the competition. Encourage your customers with a concern to contact you without hesitation. Carry out customer satisfaction surveys to see if the call center you’ve hired is doing it’s job properly.

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Keep a record of customer feedback to help you identify problem areas. In a short term, customer loyalty benefits your business through revenue growth because of repeat and referral business. In a long term, closer relationship with customers gives your business a window of insight into your customers’ needs and preferences and more importantly even product ideas. The cost to acquire new customers is typically much greater than the cost of retaining the existing ones.

Customer satisfaction does not equate with continued sales. What a business needs instead is customer retention and repeated purchases, otherwise known as customer loyalty. Call centers offers customer convenience through their services. Without having to trot off to a retail location, a customer can place orders, make reservations, check balances, register complaints, and ask questions about the product and services. So the call center to which the customer service is outsourced must have representatives that are trained in all these aspects.

Call centers representative should adopt the following techniques for ensuring customer loyalty.

1.Build rapport with customers through warm and friendly approach. However make sure that the agent does not act too friendly. This put the customer instantaneously on the guard.

2.Listen actively- Through active listening, call center agents can create a conversational connection that reassures the caller that someone cares.

3.Solve customer problems effectively. Customers contact call centers for solving their problems, which they can’t do for themselves. Problems encountered by the customers negatively impact their loyalty. If they are disappointed with the service, they may start looking for alternatives.

4.Train your representatives to be an optimist. Listening day in and day out to people’s grievances and complains can be emotionally corrosive. Be proactive, listen to their problems carefully, and put yourself in customer’s shoes.

The customer contact center has a significant impact on customer loyalty. In many businesses, the call center has more contact with the customer than any other part of the business.

For companies in any industry, a good proactive, outbound customer communications program can be a tremendous competitive advantage. It increases customer loyalty and retention. However, before outsourcing your customer service to any call center interact with the representatives and at time even call up as a customer to see the kind of services that they provide.

A Virtual Stepladder To Success: How To Make Your Business Grow

Loyalty is not something that is valued by customers these days. Because of the multiple options they have now, customers have become demanding and selective when it comes to their needs. And also because of the internet, consumers and producers alike are using the technology to their advantage looking up products and comparing them to other similar products.

Although the hype is to choose price over quality, there is no denying that the ability of the company to deliver its services in a professional and smooth manner is still the most admired service by customers. Assisted by s and other internet based services; companies have sought innovation and modernization of the company’s services like positive communication; flexible and constructive customer service, proper management and delivery of expected services and many more.

The challenge for s is to function with a company’s mindset, performing the finest and most excellent service even in limited costs, and to maintain the quality expected of them regardless of the difficulties. And how do you expect to work with so little? The trick is to make solutions even before the problem is created. Here are a few annotations that should remind you of what you should be able to do.

First, distribute work; make use of the many talents and skills that are in the office. Take note of the productivity of each employee and be sure to monitor them as well. Second, also be wary of the needs of your customers. Be ready for unexpected questions and be ready to address their needs no matter how difficult it may seem to you. Remind your team that the customers are your lifeline so it is wise that you would make them the first priority.

Thirdly, be up to date with the latest tools that will enable you to deliver better and faster services. May it be in the form of emails, chartrooms or even in telemarketing. Provide your virtual contact centers with the proper equipment, this will give you an advantage over other contact centers.

Next, be able to maintain a work-friendly environment. This will show in the performance of your employees and it will rub off on the customers and clients you serve. Appear friendly to everybody, from the CEO down to the lowest man in the floor. This will ensure a high satisfaction rate among employees and lower turnover rates. Another thing to consider is a well organized and balanced advertising system. This will not only allow your company to be recognized, but it will be given the advantage of being known for its quality service. The internet is a vast place, but these small tips will slowly but surely place you on the map.

The Best and Worst Things About Outsourced Inbound Call Centers

One of your responsibilities is to offer customer service support. This function aims to provide a channel where your clients will be able to address their issues and concerns in a comfortable, easy and fast manner. Among the available communication tools, the telephone is the most befitting and useful in carrying out customer care programs. This is so because of three reasons. First, almost all households and companies have a land line. This alone is an adequate reason why the telephone is appropriate. Then, it is convenient, easy and fast. Third, having a 1-800 toll free number comes as a cheap solution for you and your clients.

Having a telephone answering service is the most ideal set-up for client support. It can extend beyond inquiry and complaint handling to include and . Other firms, like travel agencies and tourism companies, add reservation and booking. Aside from pure customer care, you can take advantage of the phone to undertake live operators in cross-selling and up-selling activities. By maximizing the use of the phone, you can gain an increase customer satisfaction and retention as well as the profitability of your business.

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When it comes to inbound telemarketing, outsourcing an has been a popular option for some business entities. They have decided to pick an off-site company rather than shouldering the responsibility owing to monetary, manpower and technology reasons. If your company wants to strengthen customer care but are still undecided what to do, you may consider contracting a third party service provider. But before you ask for external assistance from call centers, you need to know the good and bad sides of this operation. This is to ensure that if you choose it, it should be better than an in-house campaign.

You will avoid large investments on infrastructure, equipment, labor and other overhead.
Greatly reduces expenses on administration and human resources.
Client support is supplied 24x7x365 days annually.
Ability to handle low or high volume of phone calls.
There is multilingual support for foreign customers.
Avail a wide array of services for a single price.
Live operators are highly trained before they are employed, which makes an impression that clients get directly to your offices.
Gain an access to specialized call center applications without spending for such technology.
Saves time, effort and money that can be used to core business.

Even with first-rate call centers, some live operators force or scare callers to make sales.
Culture diversity, e.g. language and accent, may create difficulty for live operators to communicate properly with the customers.
There is a threat to confidentiality and security since information about your company, products and services will be given to the inbound call center.
No absolute control over the process.
Some telemarketing firms have hidden charges.

In deciding what program to pursue, you should not only consider the costs involved. Quality must be put first instead of quantity. However, this may not be the case among small-and-medium businesses that do only have a limited budget. So, if you think outsourcing inbound services to an off-site call center does bring more benefits than doing it on your own, then hire you outsourcing partner now.

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Learn how to include your CallFire phone numbers in your Google AdWords ads.
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MOUNTAIN VIEW, CALIF. — December 7, 2005

eGain Communications Corporation (OTC: EGAN.OB), provider of the industry?s top-rated customer service and contact center software* for in-house or on-demand deployment, today announced that its deployments at long-standing customer Aliant was recognized by InfoWorld as one of the 100 Most Innovative Corporate IT Solutions for 2005. The annual awards honor IT projects that demonstrate the most creative use of cutting-edge technologies to further their business goals.

To maintain market leadership in a highly competitive industry, Aliant, Atlantic Canada’s leading information and communications technology provider, placed a strong emphasis on knowledge when launching its Customer Service Transformation Initiative, the Innovative Corporate IT Solution recognized by InfoWorld. As part of this effort, Aliant consolidated knowledgebase content across contact centers and interaction channels, providing both agents and customers with the same consistent knowledgebase content as well as the flexibility to access that content in ways that suit user preferences, learning styles and problem complexity.

Based on its successful track record in the information and communications technology industry and its reputation for best-practice expertise in the customer service arena, Aliant selected eGain and its adaptive knowledge management and web self-service solutions as the technology enabler for its Customer Service Transformation initiative.

eGain?s solutions have already produced the following business benefits:

?????7% increase in first-call resolution and 17% reduction in call handle time, enhancing customer experience and satisfaction

?????24×7 access to online customer service, which provided an additional choice to customers for interacting with Aliant, and resulted in 10% call deflection to web self-service

?????5% increase in Customer Value Metrics, Aliant?s independent measure of customer satisfaction based on the following criteria:

?????Providing access to support and information in a way that is easy to understand

?????Agents being knowledgeable

?????Providing thorough and accurate information

?????The ability to find the cause of problems and handle issues

?In a business climate where customer retention is a key imperative, market leaders such as Aliant are demanding proven solutions when it comes to implementing knowledge management in their contact centers and self-service web sites,? said Ashu Roy, CEO of eGain. ?We are pleased Aliant was acknowledged with this prestigious award, and look forward to co-innovating with them on ways to continue adding mission-critical value to their business.?

About eGain?

eGain (OTC: EGAN.OB) is a leading provider of customer service and contact center software for in-house or on-demand deployment. Trusted by prominent enterprises and growing mid-sized companies worldwide, eGain has been helping organizations achieve and sustain customer service excellence for more than a decade. Twenty-four of the fifty largest global companies rely on eGain to transform their traditional call centers, help desks and Web customer service operations into multichannel customer interaction hubs. These hubs enable dramatically improved customer experience, unified multichannel customer service, end-to-end service process efficiencies, and enhanced contact center performance.

eGain Service? 7, the company’s software suite, includes integrated, best-in-class applications for Web self-service, e-mail management, knowledge management, live Web collaboration through chat and cobrowsing, automation of fax and paper-based service interactions, case management and service fulfillment. These robust applications are built on the eGain Service Management Platform? (eGain SMP?), a scalable next-generation framework that includes end-to-end service process management, multichannel, multisite contact center management and certified out-of-the-box integrations with leading call center, content and business systems.

eGain OnDemand?, the industry’s first-ever on-demand eService software, is a proven, robust and scalable solution that has been used by companies of all sizes to rapidly build customer interaction hubs for over eight years.

Headquartered in Mountain View, California, eGain has an operating presence in 18 countries and serves more than 800 enterprise customers worldwide. To find out more about eGain, visit http://www.eGain.com or call the company’s offices: United States: 800-821-4358; UK/Europe: 1753-464646.

Contact:

Karen Thrash

eGain Communications

Tel: 650 230 7528

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