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When used properly, an IVR can be one of the greatest assets you can have in your customer experience portfolio, but used improperly, it can be one of the greatest irritants to your customers. inContact Executive VP of Product & Strategy Jim Tanner discusses hosted IVR software. Discover more at www.incontact.com
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Graphic Shooters recently produced this testimonial video for Envision, a call center software solutions company (www.envisioninc.com). One of Envision’s clients, Blue Cross of Idaho, has been extremely pleased with Envision’s CRM solutions and this video highlights that fact. Bottom line, this is an excellent example of how Graphic Shooters can assist your company with targeted marketing to potential clients. For more information, call (208) 340-4388 or ken.hyde@graphicshooters.com.

Redwood City, CA — July 13, 2011

Contactual (http://www.contactual.com), the leading global provider of hosted customer interaction management solutions, announced today that TMC (http://www.tmcnet.com), a global, integrated media company, has named the OnDemand Contact Center a recipient of a 2010 Communications Solution Product of the Year Award.

The Contactual OnDemand Contact Center provides an alternative to the traditional approach of purchasing on-premises call center technology and hiring a team to implement and maintain it. Delivered in the software as a service (SaaS) model, the Contactual solution allows companies to immediately implement a contact center for a low subscription fee.

?Contactual was founded on the premise that software as a service and voice over IP (VoIP) would revolutionize the way companies interact with their customers and we are honored the editorial team at TMC recognizes our leadership in enabling this transformation,? said Chris Brennan, CEO and president of Contactual. ?The OnDemand Contact Center provides industry leading multimedia interaction capabilities, enhanced flexibility and end-to-end real-time visibility across call center operations?, added Brennan. ?With our cloud-based solution both Fortune 500 and small to mid-sized firms have experienced dramatic service level and cost improvements in their customer service, help desk, telesales and technical support environments?.

?Contactual was chosen to receive a 2010 Product of the Year Award for creating exceptional advances in managing customer communications,? said Rich Tehrani, CEO, TMC. The OnDemand Contact Center has shown benefits for its customers and provides ROI for the companies that use it. Congratulations to the entire team at Contactual. I look forward to more innovative solutions from them in the coming year.?

The Communications Solutions Product of the Year Award recognizes the vision, leadership, and thoroughness that are characteristics of the prestigious award. The most innovative products and services brought to the market from March 2009 through March 2010 were chosen as winners of the Communications Solutions Product of the Year Award.

The 2010 Communications Solutions Product of the Year Award winners are published on the INTERNET TELEPHONY and Customer Interaction Solutions websites.

About Contactual

Since 2000, Contactual has provided a better alternative to traditional call center technologies. Its patented OnDemand Contact Center is the fastest and easiest way to deploy a world class call center. The 100% SaaS-based platform provides the rich functionality of traditional on-premise contact center systems without the long implementation delays, maintenance hassles, or hidden costs.

Contactual was recently named to AlwaysOn?s ?OnDemand 100? for the second year in a row, and won a 2010 Product of the Year award from Customer Interaction Solutions Magazine. Contactual is a previous AlwaysOn ?Global 250? winner, a CODiE Awards finalist for Best Communications Solution and winner of the Frost & Sullivan Global Excellence in Technology Award. For more information, visit http://www.contactual.com.

About TMC

Technology Marketing Corporation (TMC) is a global, integrated media company helping clients build communities in print, in person, and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, NGN and InfoTECH Spotlight magazines. TMCnet.com, which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries.

TMC is the producer of ITEXPO, the world?s largest and best-attended IP Communications event. ITEXPO West 2010 was ranked #3 on Trade Show Executive?s Fastest 50 Award List. TMC expects to accelerate ITEXPO West?s growth by bringing the show to Austin, one of the fast-growing technology hubs in the country. In addition, TMC runs multiple industry events: 4G Wireless Evolution; Smart Grid Summit; M2M Evolution; Cloud Communications Expo; SIP Tutorial; VIPeering; Business Video Expo; Regulatory 2.0 Workshop, DevCon5: The HTML5 Development Conference; CVx; Digium|Asterisk World; StartupCamp; MSPAlliance, MSPWorld and more! Visit TMC Events for a complete listing and further information. For more information about TMC, visit http://www.tmcnet.com

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It’s a short 3D video “trailer” from this event. The entire available 34 minutes 3D video is to be added soon. Keep contact 🙂 Your interest and kind attention are really encouraging. Thanks ! The Hustle dance competition entitled “The Champions’ Cup 2011” was held on February 6, 2011 at the International Dancing Center in Moscow

Call Center Outsourcing Campaign

http://callcenteroutsourcingcampaign.com/page_builder.php?page=index.php

North American companies that outsource jobs to Central America are using a form of near-shore call center outsourcing, which involve the contracting of the operations and responsibilities of a specific inbound or outbound business function to an established third-party BPO call center service provider.

Costa Rica offers bilingual (English-Spanish) call center agents for a salary that is 40-80% less than a North American company would pay locally. By investing in a call center outsourcing campaign, a North American company will see immediate results to their bottom line in a more competitive global marketplace.

Traditionally, BPO call center outsourcing campaigns are undertaken by firms where the majority of the daily bilingual outbound telemarketing duties are outsourced and the company is, in essence, becoming a marketing organization.

Costa Rica’s Call Center works closely with all clients to ensure that the call center outsourcing campaign is an extension of their home office and can function quickly and seamlessly. In addition, the call center outsourcing campaign is also used by service oriented businesses that outsource their bilingual customer care to Costa Rican call center agents for a fraction of the cost and a higher level of interpersonal professionalism.

BPO call center outsourcing campaigns are often separated into two categories: back office call center outsourcing support, which consists of internal business functions such as billing or purchasing. The second category represents front office call center outsourcing, which includes bilingual customer-related services such as direct marketing or computer technical support.

A call center outsourcing campaign that is contracted outside a company’s own country is sometimes called offshore outsourcing to such as countries like India or the Philippines.

BPO call center outsourcing campaigns that are contracted to a company’s neighboring country is sometimes called near shore outsourcing because of the close proximity of Costa Rica to the United States.

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Call center outsourcing campaigns are a major part of the BPO bilingual outsourcing industry. Costa Rica’s Call Center is dependent on information technology to make a call center outsourcing campaign successful.

Knowledge process outsourcing, surveys and focus group studies are some of the subsets of business process outsourcing that is becoming high in demand for the emerging Latino market in the United States. India, Eastern Europe, Philippines, Morocco, Egypt and South Africa have emerged to take a share of the call center outsourcing campaign market. Yet, these countries do not have the language base to comply with the growing Latino demographics in the United States, Central and South America. China is also trying to grow from a very small base in call center outsourcing campaigns and will become a powerhouse with the growing Asian market. However, while the BPO call center outsourcing campaign industry is expected to continue to grow in India, its market share that once dominated the offshore piece is expected to decline in the next decade.

Call center outsourcing campaigns continue to be a popular political issue in the United States. Arguments are made defending the outsourcing’s consequences for the declining domestic U.S. workforce. Many business owners have supported companies that decided to outsource to Costa Rica which is reflected in a steady 25% industry growth. Business owners’ strong opinions and perspectives revolve around the costs associated with transferring control of the labor process to an outsourced external entity in another country to save on business costs and to take advantage of highly trained bilingual call center agents ready to work. North American business owners believe that outsourcing jobs overseas help small business from failing by saving a substantial amount of money possibly in the form of decreased taxes, low Costa Rican salaries and total benefit packages.

Your company’s call center outsourcing campaign with Costa Rica’s Call Center for the purpose of cost savings have a positive influence on the real productivity of a company. Rather than investing in local talent, additional office space, high wages and human resource expenses, companies gain real productivity by hiring fewer and more versatile people locally and outsourcing call center campaigns of more challenging customer service or sales work to bilingual Costa Rican call center facilities offshore. Companies can immediately see the benefits and increased productivity through outsourcing simply because they are able to hire double the number of bilingual employees.

Costa Rica’s Call Center has a proven track record of increasing the real productivity of a company due to the result of more productive internet tools or computer reporting methods of operating that make it possible for a worker to do more work overseas. Call center outsourcing campaigns productivity gains are the result of shifting work to lower paid bilingual call center agents.

In today’s highly competitive outsourcing market, a closer proximity to the United States , Central Time Zone and English-Spanish language capability as an added value are now considered almost basic requirements when making a decision on what call center to use for your important project. Leaving this to chance is not even an option anymore. Many of the offshore call center agents are bilingual in their native Middle Eastern or Asian language which is difficult to the North American ear. Whereas Spanish is more useful and practical as a second language for potential untapped markets throughout the North, Central and South American populations as well as those countries where Spanish is either a primary or secondary language.

We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb a volcano or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.

inContact lets United Way provide donors the visibility they need.
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Alexandria, VA — March 6, 2008

Kathie Drayton, Director of Workforce Planning with VIPdesk and an expert on the homeshoring revolution, will be presenting an educational session at the Aspect Customer Experience 2008 Conference, March 11 in Atlanta, GA. Drayton?s session, ?Preference Based Scheduling ? Aspect? eWorkforce Management? Empower for At-Home Agents?, will address one of the most pressing issues involved in successful management of a home-based workforce?management of resources, including effective scheduling of home-based agents.

In tight economic times, many businesses look for the best ways to cut costs while still maintaining the integrity of their brand. The use of a home-based workforce, also known as ?homeshoring?, is quickly becoming the business solution of choice for corporations that wish to manage costs while still maintaining specific attributes of their brand that their customers have come to expect?such as stellar customer service.

?Homeshoring of customer service jobs is a great way for businesses to cut costs while simultaneously increasing customer satisfaction,? says Drayton. ?However, management of home-based call center agents can be quite a challenge, especially when it comes to scheduling a team of home-based agents. I look forward to speaking at Aspect Customer Experience 2008, and sharing my experiences managing VIPdesk?s home-based workforce.?

VIPdesk, a pioneer of premium home-based contact center solutions and Concierge Services, is at the forefront of the ?homeshoring? revolution. There are estimated to be over 150,000 home-based customer service agents in the U.S. today, a number which is predicted to grow exponentially in the near term.

In her session, ?Preference Based Scheduling ? Aspect? eWorkforce Management? Empower for At-Home Agents?, Drayton will address the challenges and successes in utilizing preference based scheduling for agent contractors who can only be scheduled based upon the times they are available to work. Attendees will see how to use Aspect eWorkforce Management Empower to facilitate agents being able to view their schedules from home, update their availability to work, add or delete scheduled hours based upon intra-day staffing.

About ACE 2008

Aspect Customer Experience (ACE) 2008, taking place at the Hyatt Regency in Atlanta, Georgia from 9-12 March 2008, is the preeminent conference for users of Aspect Software solutions. The event is hosted by Aspect Software and the Aspect Software User Group Association (ASUGA). ACE has become a leading international forum to discuss strategies for bringing change to the contact center, and addresses topics that affect an organization?s collections, customer service, and sales and telemarketing operations on a daily basis. The annual event attracts executives from Aspect Software customers, ranging from small, medium and large enterprises seeking ways to balance customers? demands with the realities of the bottom line, reduce complexity, and maximize their contact center investments.

About VIPdesk

VIPdesk is the award-winning pioneer of home-based virtual contact center solutions for global brand leaders committed to enhancing their brand experience. Our best-in-class Brand Ambassador? and Concierge screening and certification processes ensure that the most highly educated, experienced representatives serve as a seamless extension of their brand. Our proprietary quality assurance tools and processes ensure continually improving results; our stringent industry standard and PCI Compliant technologies ensure the most secure environment possible for client interactions. As a result, VIPdesk’s prestigious clients experience higher customer satisfaction scores, increased average order size and overall financial performance, while realizing an unmatched economic value.

VIPdesk is proud to serve more than 60 clients in the retail, financial services, travel, consumer goods and automotive industries. Founded in 1997, VIPdesk has been continuously recognized for its growth and innovation as a multi-year recipient of the Inc. 500, Deloitte & Touche “Fast 500” and the Stevie Award for Women in Business.

For more information, visit http://www.vipdesk.com .

Media Contact:

Linda Dickerhoof

VIPdesk

703-837-3507

ldickerhoof @ vipdesk.com

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Toronto, Ontario — July 12, 2006

2006 is the year of SILVER, as 24-7 INtouch wins ATSI?s 2006 Award of Excellence for the third straight year. The award is presented annually by the Association of TeleServices International (ATSI), the industry?s trade association for providers of telecommunications and call center services.

?Award winning services? is not just a tag line used by 24-7 INtouch, but a statement reflecting the company?s growing success and proven achievements. The company?s dedication, hard work, technological prowess and highly skilled team continue to earn the call center esteemed awards and accolades within the industry. Every year ATSI honors a select group of leaders in the call center industry with the prestigious Excellence Award. For an intense period of 6 months, ATSI?s trusted panel of judges tests companies? call-handling skills such as courtesy, response time, accuracy and overall service to their clients. Only those good enough to score 80% or better in all categories are awarded. Again, like twice before, 24-7 INtouch has made the cut.

According to ATSI President, Lori Jenkins, “Participating in and earning the Award of Excellence is one of the highest achievements in our industry. It is a true testament in striving to go above and beyond to deliver excellence in customer service.?

Greg Fettes, President and CEO of 24-7 INtouch agrees. ?In 2005 we were quite pleased to win the ATSI Award of Excellence for the second year running. Today, I couldn?t express to you how proud I feel. Winning this award a third time in a row clearly highlights our commitment to our clients and our ambition within the industry. We strive to provide the best quality service and refuse to settle for less. Our record of success keeps improving by the year and winning the ATSI Award of Excellence is a strong indicator of that,? states Fettes.

Now a three-time winner 24-7 INtouch has earned the Silver Award for three consecutive years of excellent service. ATSI extends its congratulations to the staff of 24-7 INtouch on their proven quality service to their customers.

About 24-7 INtouch

24-7 INtouch (http://www.24-7intouch.com) is a multi-channel call center outsourcing company that provides practical and affordable customer relationship management solutions across various industries. Using the most advanced technology in the industry and Certified Sales and Customer Service Representatives, 24-7 INtouch is dedicated to helping clients increase their sales and strengthen their customer service. Currently, the company?s primary products are the outsourcing of inbound call center services and live online customer support solutions such as Live Web Chat.

About ATSI

The Association of TeleServices International (http://www.atsi.org) was founded in 1942 as a national trade association representing live answering services. ATSI now encompasses companies across the United States offering specialized and enhanced operator based services including: call centers, contact centers, inbound telemarketing (order entry), paging, voice messaging, emergency dispatch, fax, and Internet services among others.

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Related Inbound Call Center Press Releases

This shows the method to configure the messaging option in C-Zentix. (For more information contact www.tvtworld.com)
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Insurance Sales company uses VOIP based autodialer/predictive dialer and covers how this affects their income.
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The Pros And Cons Of Auto Dialer Service

We are today living in a world of extreme competition where thousands of companies are chasing one set of customers over and over again almost with the same products and services. In such a scenario only those companies who are efficient, productive and quick to respond to ever changing customer needs and preferences can survive in the market. Even when it comes to other functions such as collection of dues passing of information and other such requirements speed of action is extremely important which can be ensured only with proper use of the best available modern technology.

This fact can be best illustrated when we look at the ever changing needs of the call center business. The call center concept which is quite old started with a handful of call center executives who were given the task of making a few calls from a manual list which was given to them. Though this did work initially things started falling apart when business volumes started increasing and the pressure of backlog started haunting many call center organizations. Customer service and customer excellence took a beating and this resulted in many customers waking out to some other competitors’ products and services. As far as collection of dues were concerned lack of proper information and lethargy in contacting defaulting customers resulted in mounting overdue and unpaid installments.

To counter this situation a new technology called the auto dialer service came into being and this has changed the whole concept of call center functioning. It has radically made the call centers much more efficient productive and customer oriented. From the company’s point of view it has also made the life of call center employees much better which enabled them to concentrate on productive work rather than wasting time on unproductive calls. There have been instances which have shown that with the use of this technology average daily calls made by each call center employee has gone up by almost 100 to 120%  this has resulted in better focus on the right target of customers and reduced wastage and slippage.

The reason why this software is so powerful and effective is because of the fact that it works on the philosophy of predictable dialing rather than random dialing. For example if a customer is unavailable or not reachable in a normal scenario the call center employee would have come to know of this only after a couple of minutes of waiting. But this problem has been overcome with the use of auto dialer service technology where the software is so designed that it waits for a few seconds and then automatically moves to the next number. Whenever it encounters a live customer or in other words a human face on the other side it automatically routes the call to a free call center executive.