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Web Enabled Call Centers Services

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Enabling businesses reach high-sky There have been many steps that evolved with the evolution of the call centers service. One of these evolutionary steps include the Web Enabled call centers. The web enabled services are being offered to the customers by the call centers to bring diverse business operations forward. The web enabled contact centers carry a great potential to set new standards for the contentment of the customers.

These are simply the centers where the contact with the customers are made through the Internet. It can happen to be the one which is based on World Wide Web. An access button is provided by the web pages which can be connected to gain access to the calls. The services can be counted on many forms, as, from simple e mail responses to multimedia interaction. These web enabled services are accessible on the Internet and its main purpose is to assure an understanding environment to the people all around the universe and also to provide an easy accessibility.

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As they provide a basic access to the customer service line without disconnecting with the computer, the call buttons that contact a web enabled call centers are conventional enough to be on many online web pages and storefronts. The aim of a contact center is to work with the aspect of meeting the varied needs of the business. There is a persistent way in which people want to carry out their business purposes. These web enabled services enables to be in contact with the targeted customers, that too, very comfortably.

Thus, the business would also function without any obstacle in its forefront. Intranet is the basic preference of the people to connect with one another in a specific group. As they find the access to this facility comfortable. This enables them to get the video-conferencing availed, and they can convey messages and outsource their problematic queries on which they have the confusion. On the intranet, all types of information and queries related to any particular industry can be viewed by anyone belonging to any particular industry. It helps businesspeople the most, as they get to read the queries and information about other people who belong to that group.

It is the most vital aspect of this web enabled service, to get access easily and learn about the variety of services offered from the other parts of the world. The use of a web enabled service can brings to offer many benefits for the company. It depends on how the call center is set up, a web enabled contact center does not need to connect through the telephone to contact the company. The calls from the Internet can directly be sent to the call center representative using the company\’s server. It would result in lessening down the traffic on the phone line. So, the businesses that assure to provide quality customer service, this is the most classic way great workforce performance which would ultimately bring in immense satisfaction in the customers.

Temecula, CA — June 27, 2011

Emergency communications leader Cassidian Communications, an EADS North America company, announced today that its VESTA? CS 2.2 service pack (SP) 5 call processing solution has completed extensive testing and is now rated compliant with Avaya Communication Server 1000 and Avaya Aura? Contact Center solutions from Avaya, a global provider of business collaboration systems, software and services.

Compatibility testing by Avaya is designed to assist customers in locating third-party solutions that have successfully demonstrated interoperability with Avaya systems in a controlled lab environment. Compliance ensures agencies can confidently add best-in-class capabilities to their network?speeding deployment of new applications and reducing both network complexity and implementation costs.

Cassidian Communications is a member of the Avaya DevConnect 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.

As a Gold member of the program, Cassidian Communications is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab. 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?speeding deployment of new applications and reducing both network complexity and implementation costs.

The VESTA CS solution is a server-based, full-featured IP PBX specifically designed for emergency call centers. It combines the Cassidian Communications proven computer telephony integration (CTI) solution, VESTA?, with the Avaya Communication Server 1000. The VESTA CS solution also features sophisticated call routing; automatic call distribution (ACD) with options including queue-based, skills-based and Network ACD; and enhanced administrative control capabilities.

?It?s an honor to have our VESTA CS solution verified as compliant with Avaya,? said Jeff Wittek, vice president of business development, Cassidian Communications. ?With this testing complete, we are the first emergency communications vendor in the 9-1-1 industry offering this robust, next generation solution using enterprise-class Avaya technology.?

The VESTA CS solution centralizes call center functionality, allowing call takers to easily control a variety of critical communications applications from a single, consolidated desktop. Its advanced client/server architecture supports an unprecedented level of integration with the Cassidian Communications ORION? ARIES? computer-aided dispatch (CAD) solution and the Aurora? MIS solution, along with radios and other third-party technologies.

?Cassidian Communications membership in the Avaya DevConnect program will accelerate the creation of tailored and robust emergency communications solutions that meet the demanding requirements of public safety call centers,? said Mark Fletcher, ENP, E911 product manager, Avaya. ?The resulting solutions will expand the delivery of innovative and reliable public safety communication solutions.?

Cassidian Communications continues to serve clients ranging from public safety operations to Fortune 1000 corporations to federal agencies. Collectively, the company has more than 40 years of experience deploying 9-1-1 call processing solutions, notification solutions and first-responder digital trunked radio networks.

About Avaya (http://www.avaya.com)

Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit http://www.avaya.com. For more information on the Avaya DevConnect program, visit http://www.avaya.com/devconnect.

About Cassidian Communications (http://www.CassidianCommunications.com)

As the largest and most trusted source of mission critical communications solutions, Cassidian Communications, an EADS North America company, is leading the way in standards-based NG9-1-1 call center applications, notification solutions and services and P25 land mobile radio systems. Headquartered in Temecula, California.

About EADS North America (http://www.eadsnorthamerica.com)

EADS North America is the North American operation of EADS, a global leader in aerospace, defense and related services. As a leader in all sectors of defense and homeland security, EADS North America and its parent company, EADS, contribute over $ 11 billion to the U.S. economy annually and support more than 200,000 American jobs through its network of suppliers and services. Operating in 17 states, EADS North America offers a broad array of advanced solutions to its customers in the commercial, homeland security, aerospace and defense markets.

Media Contacts:

Tami Timperio

Vice President, Marketing

Cassidian Communications, an EADS North America Company

Tel: 951.719.2423

tami.timperio(at)CassidianCommunications.com

Avaya DevConnect PR

Tel: 908.953.6432

devconnectpr(at)avaya.com

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Pompano, FL — August 17, 2007

Promero, a member of the Oracle Partner Network today announced successful completion of beta testing and the production enhancement of Click To Talk and Call Project features for its ProStar CRM hosted software application.

Effective September 1, 2007, ProStar CRM http://www.prostarcrm.com users will have the ability to load prospect lists or create prospect lists based on filters within the CRM. Once the Call Project is created, CRM users use the Click-To-Talk feature to process calls more rapidly. Sales agents that call B2B [Business to Business] prospects use the new feature to make more calls in less time. Different than a Predictive Dialer that is traditionally used for B2C [Business to Consumer] applications where the dialer is making 100s of calls searching for a live person, Click-To-Talk is used to contact businesses that have high contact rates.

“Click-To-Talk is a very good solution for business telemarketing. In the business world, predictive dialers are hi-call volume systems, more expensive and not required to contact business leads,’ state Gregg Troyanowski, president of Promero. ‘Call Project and Click-To-Talk make sales agents more efficient and the CFO happier.”

ProStar CRM http://www.prostarcrm.com is a hosted web based customer relationship management software provided by Promero. ProStar CRM was originally built on Sugar CRM Open Source and later converted from PHP to .NET with the assistance of SplendidCRM. Introductory rates for ProStar CRM with the new enhancements are $ 29 per month per user plus long distance.

About Promero, Inc

Founded in 2001, Promero http://www.promero.com is an authorized reseller of Oracle’s Contact Center Anywhere, and is a leading application service provider of Internet-based call center, CRM and lead management software. Promero headquarters is located in Pompano, Florida. Telephone: 954-935-8800.

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Brea, CA — October 30, 2008

Merrill & Associates a Platinum Avaya Partner and Solutions Provider today announced that they are adding to their network engineering teams and increasing their efforts around unified communications and applications. Mike Merrill, President and CEO, made the announcement.

“The future of this industry is in unified communications and IP-enabled applications,” said Mike Merrill, President and CEO. “Adding to our engineering resources will allow us to remain strong in TDM-based areas, while growing our company through network integration solutions including CRM and Security Solutions.”

Merrill & Associates is a leading provider of end-to-end communications services including Unified Communications (UC), Voice over IP, convergence, mobility, and contact centers. They also specialize in consulting, design, implementation, maintenance, and technical support services. As a Platinum Avaya Business Partner, Merrill works closely with Avaya and other strategic partners such as Cisco, Extreme Networks, Juniper Networks, NetIQ, Polycom, and Tandberg, to integrate the latest hardware, software, video and applications into leading-edge business solutions.

“We truly believe that our partnership with Avaya will help us to add tremendous value to our customers through unified communications and contact center solutions,” said Lenin Rodriguez, CTO. “However, our ability to provide other solutions such as Microsoft integration to telephony services, video, and data is what our customers are looking for. They want a true end-to-end provider that can design, implement, and support their network as a whole.”

About Merrill & Associates:

Founded in 1989 Merrill & Associates is a Platinum Avaya Business Partner and has strategic partnerships with Cisco, Extreme Networks, Juniper Networks, NetIQ, Polycom, Tandberg and many others. Merrill delivers scalable, cost-effective solutions tailored to a customers communications.

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Alexandria, VA — August 28, 2009

VIPdesk Connect is holding an online information session on Monday September 14, 2009 at 2:00 p.m. ET. This hour-long session will educate attendees on work-at-home customer service and inside sales opportunities with VIPdesk Connect as “Brand Ambassadors,” representing VIPdesk Connect clients via phone, email, and online chat customer support.

This information session will cover everything a potential applicant wants to know about VIPdesk Connect’s Brand Ambassador program. Questions covered include:

What is VIPdesk and VIPdesk Connect?
What is a Brand Ambassador?
What are VIPdesk Connect’s screening, qualification, and certification processes?
What are the realities of working as an independent contractor?
Why are Brand Ambassadors the “best of the best” in the call center industry?
Current Brand Ambassador opportunities

“VIPdesk Connect is recruiting for many Brand Ambassadors to support our clients in industries including retail, consumer products, and financial services” said Mary Naylor, CEO of VIPdesk. “We hope that everyone interested in working as a Brand Ambassador attends this session in order to better educate themselves prior to starting the application process.”

Space is limited — Register online today at http://vipdesk.wufoo.com/forms/vipdesk-connect-brand-ambassador-info-session/. For more information, email OpenHouse (at) vipdesk.com.

About VIPdesk and VIPdesk Connect:

VIPdesk and its wholly-owned subsidiary VIPdesk Connect specialize in delivering virtual call center solutions and concierge services to luxury and premium brand leaders in several industries including retail, travel, auto and financial services. We serve more than 70 blue-chip clients with over 10 million customers and are continually recognized through numerous awards, including the Inc. 500, Inc. 5000, NCBEA Business Ethics Award, Stevie Awards for Women in Business and Smart CEO Future 50. To find out more about VIPdesk, visit http://www.vipdesk.com.

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Cedar Rapids, IA — March 24, 2004

The AdTrack Corporation, (http://www.adtrack.com) a provider of Customer Acquisition Management solutions, announced today its E-mail Services Package. The new service is designed to automate and speed processes involved in building prospect interest. The package includes e-mail nurturing, e-mail follow-up, and e-mail fulfillment. E-mail nurturing is intended to build the interest of prospects until they are sales ready leads. E-mail follow-up gathers profiling information for raw inquiries so that the lead can be properly addressed as either sales ready or a prospect for nurturing. E-mail fulfillment supports regular fulfillment activities by allowing a faster response to each inquiry.

AdTrack is a provider of Customer Acquisition Management solutions, a total solution encompassing: comprehensive prospect data capture, qualification and ranking, distribution, sales force automation, fulfillment, and instant reporting for sales and marketing.

?Not every inquirer is ready to buy immediately,? said Justin Saylor, Marketing Director of AdTrack. ?The E-mail Services Package is designed to move our clients? prospects along in the buying cycle rapidly in a very cost effective manner.?

AdTrack, an innovator in Customer Acquisition Management, addresses the disparate needs of sales and marketing professionals by combining the tools required for marketing’s lead management needs (SmartLead) and sales? contact management needs (Opportunity Manager). This approach maintains the integrity of original inquirer data, whether it comes from trade shows, events, advertising, or other promotions, for analyzing return on marketing dollars, and also provides all the sales information necessary to turn the lead into a customer.

AdTrack offers a comprehensive set of customer acquisition management solutions, including hosted applications and integrated professional services:

·Lead Management

·Accurate measurement of return for client advertising

·Sales Force Automation and sales forecasting

·Sales and Marketing data mining and reporting

·Initial lead capture from all sources

·Prospect qualification, screening and distribution

·Print-on-demand services and fulfillment

·Inbound/Outbound Call Center

AdTrack’s hosted applications and integrated services provide end-to-end solutions in acquiring customers more efficiently and effectively. Established in 1981, the company is the founder of Customer Acquisition Management.

Headquartered in Cedar Rapids, Iowa, the firm employs 70 people and has an international presence with offices in Los Angeles, Kansas City, and an affiliated European network headquartered in London.

SmartLead is a registered trademark of AdTrack Corporation in the United States.

Contact: Stephanie L. King

(800) 735-3237 ext. 1757

SLK@adtrack.com

More Outbound Call Center Press Releases

The Real Benefits of Outsourcing to Telemarketing Companies

Businesses today outsource their telemarketing services to other companies. The agents from these types of call centers would try to solicit people to purchase or take advantage of products and services that are being offered to them. Most outbound call centers use telephones to call possible customers but with the recent hype in technology, there are call centers that would also incorporate web conferences to talk to possible prospects.

When a business would outsource to a telemarketing company, it would mean that they would want to find ways in order to expand their market, sell their products, and increase their overall income.

Most outbound call centers have professional telemarketers that are coached thoroughly in order to cater to the needs of their clients. These call center agents have scripts that are read, reread, and mastered by each and every agent that would call possible customers.

Also, when a business would outsource its needs to a telemarketing company, it would also mean that they are fully aware of the benefits that they will be receiving. Some of these benefits are:

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The company that wants to outsource to do not need to hassle over the need to train their respective employees. These training sessions for call center agents would include product and service familiarity, call skills enhancement, proper call handling during calls, and several telemarketing tips.
Call center agents from outbound call centers are trained and re-trained from time to time to keep their level of expertise in making calls and leading possible customers to purchase what they are offering. They are coached frequently to make sure they can provide quality calls and leads to their clients.
The company does not need the trouble of advertising their company because the telemarketing call center can do that for them. Not only that they can advertise through the phone but they can also advertise through other forms of media such as using the internet to advertise their client’s company.
Most companies that would cater to telemarketing provide suitable prices to deal with whenever a company decides to outsource to them. Not only that it will save the company money, it would most definitely save time as well.
Companies that cater to telemarketing are not limited to their locale in order to reach possible customers. A telemarketer from India can call someone in the United States to talk about business with suitable clients for their client.
Aside from a wider range of customers, these services that are offered operate in a 24-hours basis.
It would also allow the client company to focus on more pressing matters. Some examples would be further training on other aspects besides sales, product development, or maybe even the expansion of the company to other territories.
Innovative ideas are always generated by telemarketers in order to improve sales
Even when talking to the phone, these agents would deliver their scripts and spiels in a professional way that would make their potential customers visualize the product clearly that they will be receiving.

Even though these benefits would still look like the tip of the iceberg, there are a lot more benefits that a company would gain if they would outsource their telemarketing needs to a company that would provide professional telemarketing services. Also, once a company would outsource to telemarketers, they can sleep easy and have that peace of mind knowing that the company’s sales are in the hands of trained professionals whose operations are available 24 hours a day and 7 days a week.

More Outbound Call Center Articles

Wheat Ridge, CO — October 20, 2008

WestNet Learning, a leading provider of Managed Learning Services and hosted learning, announced today that Avaya Inc., has renewed the WestNet eLearning Catalog license for all Avaya associates globally.

WestNet Learning and Avaya have worked together on the Avaya core certification training since 2000. WestNet provides Avaya with eCourses, Instructor-led training and Virtual Instructor-led training (Mentored ILT). WestNet was named the ‘Worldwide Preferred Training Partner’ by Avaya in 2006.

“Education and certification on Avaya unified communications and contact center solutions are critical to customer satisfaction as well as our success. WestNet continues to be an excellent supplier to Avaya, and we’re pleased to renew our licenses with them,” said Frauke Vossebein, Avaya, Global Learning and Information Solutions Professional Certification Manager.

WestNet’s eLearning products will provide Avaya users with several industry leading features including eLearning with lesson level check points and automatic remediation as well leveraging prior knowledge with “Pathways”, from WestNet. In addition, the online Prescriptive learning tool generates individual custom learning plans based on skill gap analysis, to allow focused learning where skill gaps exist and not in areas already mastered, therein saving time and money.

Additionally, WestNet Learning provides hosting, data migration, security and maintenance services, and Help Desk support for Avaya associates utilizing the WestNet Learning products.

The WestNet solutions are hosted and delivered entirely over the Internet, eliminating the stress, hassles, and risks associated with traditional hardware and software implementations. The Internet-hosted learning systems enable organizations to improve their workforce productivity, accelerate business processes, and drive performance. WestNet’s managed learning centralizes and automates the entire learning process, making administration of enterprise wide learning and development both effective and efficient.

About WestNet Learning:

Founded in 1996 and located in Wheat Ridge, CO, WestNet Learning is a leading global provider of learning products to corporate enterprises, academic institutions, associations, government agencies, and training suppliers. Learning products include: Hosted Learning Management System (LMS), e-Learning courses and systems, textbooks, e-books, prescriptive assessments, plus e-Learning and classroom delivery tools. The company launched its hosted LMS product “MLP” in 2003, after continuously receiving requests from existing clientele, who were dissatisfied with the available products in the marketplace. Today, organizations large and small from around the world have adopted the WestNet Hosted Learning LMS to provide “affordable” world-class e-Learning and classroom training registration to learners worldwide. The WestNet Hosted Managed Learning products allow organizations to rapidly create, deliver, and measure interactive learning over the Internet and intranets. WestNet Learning is a privately held, self-funded, “S” corporation, which has progressively scaled since 1996.

Point of Difference

“Don’t pay for Feature after Feature”–One Price, fully Enabled!

Additional information is available at http://www.westnetlearning.com.

About Avaya Inc:

Avaya: Global Leader in the Communications Industry

Avaya designs, builds, and manages communications networks for more than one million businesses worldwide, including more than 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 software applications, systems 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, please visit http://www.avaya.com.

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Related Avaya Contact Center Press Releases

The Selection Process of Calling Agents for Better Customer Services

Call center is a diverse industry segment where customer care executives establish a communication process through diverse multimedia including telephone, Internet, fax, e-mail, and many more. The role of customer care executive plays a pivotal role in streamlining the call center activities. The call center agents are embedded with the skills in handling all inbound and outbound call center services with a complete dedication in live answering services for your business processes. Therefore, it is extremely essential to approach a hiring process that not only results in selection of potential agents but also show their dedication in discovering the opportunities, beneath the call center industry. We discuss some of the tips that need to be observed at the time of hiring a call center executive for inbound and outbound voice processes.

·   The role of the HR is vital in the recruitment process. The recruitment of the fresh candidates are little complicated than the experienced ones. That is why a competency-based interviewing structure is followed by most of the recruitment agencies and organizations. Speaking with confidence is always appreciated but it is also important to judge the candidate’s prime competencies and expertise in a live role-play scenario.

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·   But for the fresh agents, the process should start with a level where they can exhibit their speaking styles without any hesitation. Therefore, most of the recruitment personnel start the interview process with pronunciation practices and grammatical analysis. One best example to do such is to allow the candidate speak something that is absolutely user-friendly. This will help the HR to judge the candidate whether he/she has any trouble while speaking fluently.

·   A good understanding level is very much required for a process that handles Inbound Call Center Services. In that case, good listening capability has to be closely monitored. Customers would call from any destination from any parts of the globe and therefore, the calling agent has to be familiar with multiple voice accents.

·   Proper induction period is essential to describe the company culture and ensure they are completely prepared for their first live appearance. This would make them comfortable with the working style and accordingly allow them to adapt the new approach of serving their customers. Test them whether they can work under pressure.

These are some of the basic factors that should be emphasized while recruiting a candidate for inbound and outbound call center services. Besides, there are numerous factors that can feed you with eligible candidates for rendering voice processes for highest level of customer satisfaction. A better approach to this recruitment process will result your organization to deliver utmost level of customer support.

Call Center Outsourcing- Saving the Day by Mission Critical Customer Services

No frills, no sparkles and no sequins here. We all know that call center services thrive on customer services and more importantly work for you to achieve the business objectives and goals by valuing their opinions, feedbacks, appreciations and grievances. Taking A to Z care of customer services, inbound call centers cover the most important aspect of your business.  They help you to create better relationship with customers, increasing the loyalty base, and increasing the profitability of your business.

As businesses have expanded beyond the boundaries, it can be really difficult for your in-house team to listen and mind the needs of varied customers coming from different continents and speaking different languages.  At that time, call centers can be that cost managed and effective way, you may looking for.

Their multi-lingual adeptness, neutral free accent, market know-how and sales driven approach is capable to give any business the jump of glee, it has been deprived for long. They help you to generate revenue from customers by resolving their issues quickly and giving them what they want.  No wonder, if you listen to your customers, they look for you in market. In addition of gaining new customers along the way, their services can convert your existing customer base into more loyal and committed ones.

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In inbound call centers, where the main focus of the services is customer support, you cannot afford to mess with that. Working to create a strong bond between customers and company, call center outsourcing service offers end to end quality services at affordable costs and within timely deliveries.

Offshore call center services providers help you to create a framework that consists of customer oriented marketing strategy and a package of the requisite outsourcing services, you can deploy for the betterment of your customer services.

With the help of services like help desk support, remote receptionists and technical support, inbound contact center can be a profitable option for you. Customers do not come back to a business or services, if the owners or associated employers are indifferent to their needs, demands and expectations. Thanks to the support and aid given by offshore call center centers that, businesses have become fail-safe to the ever-changing interests of customers and know beforehand what appease to them and what not.