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How can I improve Performance of my Agents?

Are you worried that your agents keep waiting for next live contact? Are you facing legal penalties for non compliance with “Do Not Call Registry” and the “Telemarketing Dropped Call Law”? Do your agents fail to break deals because they did not call the customer as per scheduled? Are you unable to manage call records effectively? Still facing challenges to formulate an attractive incentive plan for your employees as you don’t have sufficient data? Think twice before you move forward! Can you really let your business suffer because of these issues?

If your answer is no, and if you really want to get rid of this issues for the benefit of your business, then you must posses a very intelligent device known as the Predictive Dialer System. It have already proved its worth and it is capable to do miracles for you. It will help you gain more profit from your client just by having this device, as it automatically guarantees high quality and better customer relation.

This Predictive Dialer System automatically dial multiple numbers, detects and manage voice mails, answering machines and facilitates live agents to interact with available customers, for you to make use of best resources available. It also takes care of updating the client data base with valuable information like reminders, call back details, fax requests, etc… and it also helps you in reporting and tracking detailed agent level data in an easy way.

In order to improve your agent’s performance you need to ensure that your agents don’t waste time leaving voice mails or attending to answering machines. Through Predictive Dialer System, you can make sure this happens as this devise automatically detects answering machines, leaves pre-recorded messages and updates your customer database accordingly. It only transfers a call to your agent when it finds a live contact. The second thing you need to do is to record all calls for quality assurance purposes. This advanced software records all calls and archives it for future reference. Additionally, you need to make sure that your agents adhere to prescheduled follow-ups whenever necessary. This is possible through PDS which enables your agents to put reminders and schedule calls. Predictive Dialer System will automatically dial the number as scheduled and pass it to your agent. And the most important part, this helps you gather accurate data, related to performance of your agents. Through which you can do trend analysis and understand the nerves of your business better than before.

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Seattle, WA — September 11, 2004

NextWest, Inc., the leading provider of IP-based business telecommunications and contact center systems and Contact Technologies, a leading contact center solutions provider today announced that Contact Technologies will be providing NextWest NextContact contact center solutions and the NextWest PCXi IP-based PBX to small to midsize enterprises (SMEs) in 7 western states including, Alaska, Idaho, Nevada, Northern California, Montana, Oregon, and Washington.

?NextWest allows us to offer the advantages of an integrated IP-based phone system with predictive dialing, and remote access by agents in multiple locations at cost effective pricing for SME customers.? said Steve Schneider, COO/CFO of Contact Technologies

?We are extremely pleased to welcome Contact Technologies as a valued contact center partner for the northwestern U.S. area,? said Gregory Gonzales, NextWest director of channel development. ?Our integrated solution delivers a Fortune 500 list of features with pricing aimed at the small to midsize market.?

The NextWest PCXi PBX and NextContact Contact Center software provide the capabilities of PBX, VoIP, Automatic Call Distribution, Fax on Demand, Email and predictive dialing in a single solution, eliminating the complexity and expense of having to use multiple vendors to meet PBX and contact center requirements.

?We decided to go with the NextWest solution because it provided all the features of a phone switch and every benefit of a full-fledged contact center without the need to use third party products, which other vendors such as Avaya and Nortel required us to do,? Schneider said.

?Because we eliminate complex multi-vendor integration and enable distributed traditional or VoIP contact centers, we make it possible for our customers to enhance performance and reduce costs over traditional vendors,? said Richard De Soto, NextWest chief marketing and sales officer.

About NextWest, Inc.

NextWest, Inc. is a leading manufacturer of IP-based business telecommunications and contact center systems. The company?s fully-integrated, IP and converged communications systems help small to mid-sized enterprises, government agencies and other organizations to meet their changing telecommunications needs. With cost-effective solutions that are flexible, scalable, reliable and easy to manage, NextWest delivers uncompromising quality and features resulting in fast and quantifiable ROI. NextWest makes it possible for enterprises to build their phone systems around their business, rather than their business around their phone system.

NextWest, Inc. is headquartered in Tucson, Arizona, with offices in Dallas, TX and Los Angeles CA. For more information about NextWest business phone systems and contact center solutions please call 1-877-446-6398 or visit our web site at http://www.nextwest.com

About Contact Technologies, Inc.

Contact Technologies is a full service solution provider specializing in providing contact center systems, outsourced contact center services and transport services from Local and Long Distance carriers. Contact Technologies has stepped away from the traditional call center market providing solutions for companies looking for solutions to lead generation, customer service and other customer touch activities. Contact Technologies provides systems and services for organizations with as few as 4 seats to enterprise level call centers. Contact Technologies and our partners provide the best ?total solution? value in customer contact technology, customized contact center software, and carrier services. Our solutions include best of industry products for inbound and outbound calling, telephony, predictive dialing, IVR, ACD, call recording, scripting, e-mail, fax, and the web-enabled agent. Contact Technologies is headquartered in Tigard, Oregon.

For more information please call 1- 503-624-9725 or visit our web site at http://www.contacttech.com.

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Finding the Best Auto Dialer Service

Though there are dozens of models of auto dialer service available in the market, choosing the right model could be a difficult and challenging task. The best way to do it would be to closely analyze your requirements and go for a system that suits your specific requirement and preference. Investing in a system that is highly advanced and sophisticated but which does not meet your requirement would be a total waste of money and resources. 
Hence, it would be better to see a live demonstration of the software before you actually buy it. You should also try and ask the question to yourself, whether you actually need this system for your business or not. However, if you are the kind of a business man who is in tune with modern technologies and would like to put them to use for better management of your human and other resources, then you should go in for a model of auto dialer service that specifically suits your need.
The concept of auto dialer service is very good because it revolves around the philosophy of making better use of your employees’ time so that they are able to perform more efficiently and effectively. Before the arrival of this auto dialer service in the market, all outbound calls were made by call center executives manually, using a landline or a cell phone. This concept might have worked initially but as business gradually grew and more and more customers came into the fold, the manual environment was no longer feasible or competitive. This resulted in the need for a better technology and the gap was filled with this auto dialer service system.
The software has a lot of features and benefits and some of them include auto dialer system, sending of messages to cell phones or pagers, artificial intelligence which ensures voice recognition, etc. The concept of voice recognition is indeed very unique because it enables the software to distinguish between live calls and recorded messages. Once there is a recorded message, the software automatically skips the number and goes to the next number when it is set on auto dialer mode. 
It also has other benefits like capability to generate customer specific reports on a periodical basis, depending on various parameters, rescheduling of calls, redialing after a time gap, etc. On the whole, it plays a major role in ensuring better productivity and efficiency of the entire call center team and makes there job easier.
However, as discussed above, the efficiency or otherwise of the auto dialer service would depend entirely on your purchasing the right model which will specifically suit your needs and purposes.

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L?vis, Qu?bec — September 20, 2010

Novo Technologies, a leading innovator and supplier of flexible, cost-effective and adaptable call recording solutions, today announced it has been selected by Avaya Inc., a global leader in enterprise communications systems, software and services, for membership in the Avaya DevConnect program.

Novo Technologies is the developer of NovoLog, a call recording solution for quality monitoring and compliance applications. As a result, companies can significantly improve call quality provided by their agents, meet their regulatory compliance obligations, and dramatically shorten dispute resolution times.

The Avaya DevConnect program promotes the development, compliance-testing and co-marketing of innovative third-party products that are compatible with standards-based Avaya solutions. Member organizations have expertise in a broad range of technologies ? including IP telephony, contact centers and mobility applications ? helping companies extend the value of multivendor networks and transform voice into an intelligent business application that delivers true value to the bottom line.

?This investment in the DevConnect Program shows our commitment to broaden our relationship with Avaya, and will help us to advance our best-of-breed integration strategy with active call recording as we continue to support our customers in achieving the maximum return on their communications infrastructure investment,? said Danny Blouin, Vice-President -Sales & Marketing at Novo. ?We are now able to rapidly deploy full-time or on-demand recording solutions that have richer call information capture so businesses can quickly realize a benefit to their bottom line.?

The Avaya DevConnect program currently includes thousands of software and hardware developer companies, integrators, service providers and customers. Members have created a broad array of innovative solutions tested for Avaya compliance, including natural language speech recognition applications, wireless services, specialized computer telephony integration and reporting capabilities, and applications tailored for specific vertical industries.

?Development partners like Novo are helping Avaya?s customers achieve high levels of success in the communications infrastructure marketplace,? said Eric Rossman, vice president, developer relations, Avaya. ?We are delighted to be working closely with innovative software suppliers like Novo that get the most out of our solutions.?

As a member of the DevConnect program, companies have access to a wide range of support from Avaya, including technical resources and training. There are three levels of membership ? Registered, Gold and Platinum ? each entailing progressive levels of marketing and sales involvement. Free Registered membership is available to anyone interested in designing Avaya-compatible solutions. Gold-level members and Platinum members must meet rigorous Avaya criteria for customer satisfaction, product support, business operations, marketing and sales. Novo Technologies is a Gold member of the Avaya DevConnect program.

Membership information and a listing of solutions developed and tested under the DevConnect program are available at http://www.avaya.com/devconnect.

About Avaya

Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, data solutions 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 http://www.avaya.com. For more information on the Avaya DevConnect program, visit http://www.avaya.com/devconnect.

About Novo Technologies

Novo is dedicated to help organizations to proactively and effectively capture and manage corporate transactional content. Consequently, organizations are able to extract business intelligence from customer interactions thus providing their clientele with the best customer experience. For the last 15 years, Novo Technologies has experienced remarkable growth and its solutions are implemented in contact centers of all sizes coming from a variety of industries in North America. For more information about Novo Technologies, please visit http://www.novotechnologies.com.

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Related Avaya Contact Center Press Releases

Richmond Hill, Ontario — October 5, 2006

Esnatech, a developer of unified communication solutions, today announced it has been selected by Avaya Inc. (NYSE: AV), a leading global provider of business communications applications, systems and services, for membership in the Avaya DeveloperConnection program.

Esnatech is the developer of the Telephony Office-LinX unified communications platform, an application family that delivers real-time messaging, presence and mobility solutions to small and mid-size enterprises.

The Avaya DeveloperConnection program promotes the development, compliance-testing and co-marketing of innovative third-party products that are compatible with standards-based Avaya solutions. Member organizations have expertise in a broad range of technologies ? including IP telephony, contact centers and mobility applications ? helping companies extend the value of multivendor networks and transform voice into an intelligent business application that delivers true value to the bottom line.

?Membership in Avaya?s developer community will help us build both our brand and our business by serving customers more efficiently and effectively under a very recognizable and trusted developer program,? said Mohammad Nezarati, CEO of Esnatech. ?Building on Avaya resources and working more closely with the company to deliver compliance-tested solutions to the market, we are able to reduce network complexity, improve product quality and reliability, and speed time to deployment so businesses can quickly realize a benefit to their bottom line.?

The Avaya DeveloperConnection program currently includes thousands of software and hardware developer companies, integrators, service providers and customers. Members have created hundreds of innovative solutions tested for Avaya compliance, including natural language speech recognition applications, wireless services, specialized computer telephony integration and reporting capabilities, and applications tailored for specific vertical industries.

Through the DeveloperConnection program, Avaya provides a number of tools and capabilities to member companies. One example is Application Enablement Services (AES)?a set of application programming interfaces, protocols and Web services that makes it easier for developers to create Avaya-compatible networks, devices and applications.

?With the involvement of companies like Esnatech, our Avaya developer community has become a catalyst for rapid innovation ? creating multivendor applications that help enterprises around the world unleash powerful new possibilities for operating more efficiently and effectively,? said Eric Rossman, vice president, developer relations and technical alliances, Avaya. ?We help businesses embed secure, reliable Intelligent Communications into the very fabric of their organization so employees and customers have ready access to information regardless of where they are and how they prefer to communicate.?

As a member of the DeveloperConnection program, companies have access to a wide range of support from Avaya, including technical resources and training. There are four levels of membership ? Registered, Innovator, Premier and Strategic ? each entailing progressive levels of marketing and sales involvement. Free Registered membership is available to anyone interested in designing Avaya-compatible solutions. Higher-level Innovator, Premier and Strategic members must meet rigorous Avaya criteria for customer satisfaction, product support, business operations, marketing and sales. Esnatech is an Innovator member of the Avaya DeveloperConnection program.

Membership information and a listing of solutions developed and tested under the DeveloperConnection program are available at http://www.devconnectprogram.com.

About Avaya

Avaya Inc. designs, builds and manages communications networks for more than one 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: http://www.avaya.com.

About Esnatech

Founded in 1989, Esnatech?s mission is to provide communication solutions that are simply the best way to communicate! Esnatech solutions empower organizations by giving them the flexibility to conduct business at any time, from anywhere, so they can manage the information they need, when they need it. Esnatech markets and distributes their products through OEM and VAR partners in 28 countries worldwide.

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Houston, Texas — August 23, 2011

Houston maritime attorneys Kurt Arnold and Jason Itkin today applauded an initiative to reduce deaths and injuries in the commercial shrimping industry by providing customized safety classes and training for Gulf shrimpers.

The program is the result of a partnership between the University of Texas Southwest Center for Agricultural Health, Injury Prevention and Education and the U.S. Coast Guard.

?We were gratified to learn of this partnership that is aimed at seeking ways to stem the tide of accidents and injuries among Gulf shrimp boat workers,? said Arnold, a founding partner of Arnold & Itkin LLP and an experienced Houston maritime accident attorney.

?We hope all Gulf shrimping firms will seek out this additional education and training for their working crews and managers,? Arnold said.

A study by the Southwest Center found that shrimping is the most dangerous job in commercial fishing. The Southwest Center?s director, Dr. Jeffrey Levin, reported drowning and becoming caught in machinery as the top two causes of commercial fishing deaths.

The program has reached about 500 of the several thousand Gulf shrimp fishermen as of late July, according to the Associated Press.

?As maritime attorneys, we see the disabling injuries that are all too common among shrimpers and commercial fishermen of all kinds, as well as among other maritime crews,? said Itkin, a veteran Houston maritime injury lawyer and Arnold & Itkin LLP founding partner.

?Clearer communication and additional training is certain to be helpful. We applaud the partnership of the Southwest Center and the Coast Guard, and the initiative of those shrimpers who have already participated in the new program,? Itkin said.

Unfortunately, too many injuries and deaths on fishing boats are not the result of employee conduct but, rather, the result of boat owners? and employers? recklessness and negligence, Arnold said.

?When workers are injured because of negligence or recklessness, they or their families need to act quickly to contact attorneys who are well versed in maritime law, the Jones Act and other avenues for securing proper compensation for the costs, pain and suffering that catastrophic injuries entail,? Arnold said.

About Arnold & Itkin LLP

The maritime lawyers at Arnold & Itkin LLP, a Houston personal injury law firm, understand the complexities and legalities of maritime law and have a successful track record of verdicts and settlements in favor of maritime workers.

The law firm provides legal guidance on all aspects of maritime law and the benefits that offshore workers are entitled to under the Jones Act, the Death on the High Seas Act, the principle of maintenance and cure, or the Longshore and Harbor Workers? Compensation Act. Additionally, the firm features accident lawyers, investigators and financial advisors to assist Texas offshore workers, Gulf Coast commercial fishermen or other persons and businesses impact by the Gulf Coast oil spill.

Arnold & Itkin LLP handles maritime claims at port cities along the Gulf Coast in Texas, Louisiana, Mississippi and Alabama. The firm can be contacted toll free at (877) 398-4972 or through its online form.

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More Aspect Contact Center Press Releases

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Centennial, Colorado — November 20, 2007

Imagine Technologies, Inc, announced today that it has been named a Platinum BusinessPartner by Avaya Inc., a leading global provider of business communications applications, software and services. The Platinum certification is the highest Avaya offers. It indicates that the Imagine team has developed the comprehensive skills needed to help today?s businesses transform their operations with Internet protocol IP telephony and reap the benefits of new Intelligent Communications applications.

Imagine Technologies sells Avaya business communications systems, design and implementation services to businesses in several Mid-western states. The company has consistently received top honors from Avaya, including BusinessPartner of the Year 2005, and Avaya Small Business Expert in 2006 and 2007.

In recognition of the multivendor nature of today?s business networks, Avaya Platinum partners earn their status not only by certifying staff members in the operation of Avaya systems and software, but also in the operation of solutions offered by other major information technology vendors. In addition, Platinum partner companies must meet rigorous service delivery and customer satisfaction criteria, develop comprehensive marketing plans and meet annual revenue commitments for the sale of Avaya solutions and services.

?Avaya?s BusinessPartner certification program helps us ensure that customers have a consistent, quality experience from purchase through implementation and ongoing support,? said Ken Archer, vice president, North America Channels, Avaya. ?We are very pleased that Imagine Technologies has aligned with Avaya to provide the expertise in intelligent communications to customers to help us extend our reach and deliver the kinds of complete, end-to-end solutions that meet the challenges businesses and organizations face today.?

Aspen Skiing Company leverages Avaya technology for new ski resort:

One of the customers benefiting from Imagine Technologies? relationship with Avaya is Aspen Skiing Company, who has relied on Avaya technology to service the resorts it owns for almost two decades. ?One extraordinary benefit of the Avaya equipment is the ability to leverage our existing systems while implementing leading-edge IP and hospitality functionality in growth areas such as our new Base Village development in Snowmass Village. IP Telephony, trunking and remote softphone tools will greatly benefit our guests and staff while maintaining the reliable, secure communications we?ve come to expect,? said Paul Major, CIO of Aspen Skiing Company. ?The superior support and valuable expertise delivered by the Imagine team enabled the ASC IT organization to deploy fully integrated voice systems in a very rapid fashion.

About Imagine Technologies, Inc.:

Imagine Technologies offers a complete portfolio of IP Telephony and Unified Communications solutions that include hardware/software design, integration engineering, project management and implementation services. As an Avaya Platinum BusinessPartner and Small Business Expert, the Imagine team provides the necessary expertise to help our clients bridge the gap between their telecommunications and data networks. We specialize in addressing the needs of small to mid-sized businesses with their unique communication challenges.

http://imaginetechnologiesinc.com

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.

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