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Telax Hosted Call Center delivers advanced hosted call center solutions with more functionality than traditional hardware at a fraction of the cost.

Conoce un perfil diferente de los principales actores de la industria. En este video toca el turno de Antonio Baez, Sales Director México and Caribbean de Aspect.
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Pompano, FL — January 23, 2009

Promero, a member of the Oracle Partner Network, announced today a new low cost hosted software as a service [SAAS] predictive dialer and call center software package focused directly at the small to medium size call center client. The package includes rapid setup and training, minimal start up and low monthly recurring costs.

“Companies with annualized revenue under $ 100M and less than 200 agents are the majority of typical customers that we encounter seeking hosted predictive dialer and call center software solutions,” stated Gregg Troyanowski, president of Promero. “We believe that Promero’s turn-key hosted solution utilizing Oracle’s Contact Center Anywhere software is representative of the highly desired magic quadrant solution offering the best in class features and low operational costs.”

Contact Center Anywhere v8 features include Multi-Channel ACD Built-In Softswitch (SIP IP PBX) and TDM Switching Provides skills-based routing and a universal queue for phone calls, e-mails, faxes, voicemails, voice-over-Web calls, callbacks to route customers in virtual queue, chat and Web-collaboration sessions. Contact Center Anywhere replaces or co-exists with existing PBX Inbound/outbound cross-media blending, integrated outbound predictive/preview dialing IVR. Chat includes Web collaboration/form sharing, push technology and suggested response. E-mail Management includes automated e-mail management and e-mail routing with suggested responses.

Other features include

Built-in voice recording, supervision and agent-coaching capabilities, voicemail, fax, and unified messaging
Screen pops – integrated in pre-built agent User Interface or as separate screen
Blended agent for both inbound and outbound communications
Standard pre-built reports and report customization capabilities Integrated and pre-built real-time dashboards Soft wallboard and hard wallboard support
Multi-tenancy and in-tenant partitioning Dynamic customer satisfaction capabilities that enable customers to rate agent skills and dynamically change ACD routing by changing agent skill-ratings in real-time based on a user-defined sample size
Browser-based and Eclipse-based user interfaces (the latter enables easy user-specific User Interface customization that is Web-based and consistent regardless of which PC is used) Web services to embed functionality into third party applications
Standardized delivery of call information to thick and thin-client CRM applications
VOIP and SIP enabled
Real-Time, Web-based provisioning, moves/adds/changes and configuration changes.

Contact Center Anywhere has won 49 industry awards from such sources as Frost & Sullivan, Call Center Magazine, Internet Telephony Magazine, Customer Interaction Solutions Magazine, Communications Convergence Magazine, ICCM, TMC Labs, and others.

About Oracle:

Oracle (NASDAQ: ORCL) is the world’s largest enterprise software company. For more information about Oracle, please visit website at http://www.oracle.com. Oracle Partner Network is a global business network of 16000 companies who deliver innovative software solutions based on Oracle software. Oracle partners are able to offer their customers leading-edge solutions backed by Oracle’s position as the world’s largest enterprise software company. Visit http://www.oraclepartnernetwork.oracle.com

About Promero, Inc.:

Founded in 2001, Promero is a leading provider contact center solutions. Together with its partners, Promero provides innovative technology, strength, stability, comprehensive consultation, implementation and support. Promero is a Worldwide Oracle Certified Partner for Siebel CRM and Contact Center Anywhere, IEX Channel Partner and Authorized Reseller for TotalView Work Force Management, Verint Channel Partner and Authorizes Reseller for Impact 360 Work Force Optimization, Cognos Channel Partner for Business Intelligence, Voxeo Channel Partner for Voice Recognition and 1Vault Reseller for data center services. Visit Promero’s website at http://www.promero.com. Promero headquarters is located in Pompano, Florida. Telephone: 954-935-8800. Toll free 888-204-0822.

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Pompano Beach, FL — October 5, 2009

Pompano, FL [PRWEB] October 5, 2009 — Promero, a member of the Oracle Partner Network, announced today its Telephone Service for Salesforce users. The new program offers three service levels appropriate for the smallest businesses with minimal requirements to the largest businesses with very sophisticated telephony requirements. The service is based on Promero’s hosted service utilizing Oracle’s award winning call center application Contact Center Anywhere. The enhanced features include click to dial any phone number in the Salesforce GUI, inbound/outbound dialing, automatic screen pop of customer information when phone rings, Automatic Call Distribution, Interactive Voice Response, calls in queue, skills based routing, Software as a Service to support in-house as well as home based agents, conference calls, music on hold, play ‘wait time’ messages, play ‘in queue marketing’ messages, real-time monitoring, whisper coaching, traffic monitoring, predictive dialer and 100% recording. The service requires no hardware purchase. Pilot programs are available. Local and long distance dialing is supported by traditional PSTN [public switched telephone network] or VOIP networks. Long distance fees are additional. Visit: http://www.promero.com/CCA_CTI_integration.asp

“Salesforce is a leader of CRM and sales force automation services for businesses at every level from the smallest to the largest enterprises. With Promero’s new Telephone Service exclusively for Salesforce users, business owners achieve great benefit and efficiencies by having a unified Salesforce user interface with integrated telephony features,” stated Gregg Troyanowski, president of Promero.

Salesforce Web-based CRM is an easy to use solution for sales, service, marketing, and call center operations that streamlines customer relationship management and boosts customer satisfaction.

Salesforce.com has received considerable recognition in the industry, including:

Technology of the Year (InfoWorld, 2004, 2005, 2006)
Editors’ Choice Award (PC Magazine, 2002, 2003, 2004)
Visionary Award (SDForum, 2004)
Best of the Web (Forbes, 2003)
CRM Excellence Award (Customer Inter@ction Solutions, 2003, 2004, 2005, 2006)
Top 100 Innovators Award (BusinessWeek, 2006)
Innovation Award (AMR Research, 2005)
CODIE Award for Best CRM (2002, 2003, 2004, 2005, 2006)
Contact Center Anywhere has won 49 industry awards from such sources as Frost & Sullivan, Call Center Magazine, Internet Telephony Magazine, Customer Interaction Solutions Magazine, Communications Convergence Magazine, ICCM, TMC Labs, and others.

About Salesforce.com

Salesforce.com is the enterprise cloud computing company. The company’s portfolio of SaaS applications, including its award-winning CRM, available at http://www.salesforce.com/products/, has revolutionized the ways that customers manage and share business information over the Internet. As of August 31, 2009, salesforce.com manages customer information for approximately 63,200 customers. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM”. For more information please visit http://www.salesforce.com or call 1-800-NO-SOFTWARE.

About Promero, Inc

Founded in 2001, Promero is a leading provider contact center solutions. Together with its partners, Promero provides innovative technology, strength, stability, comprehensive consultation, implementation and support. Promero is a Worldwide Oracle Certified Partner for Siebel CRM and Contact Center Anywhere, IEX Channel Partner and Authorized Reseller for TotalView Work Force Management, Verint Channel Partner and Authorizes Reseller for Impact 360 Work Force Optimization, Cognos Channel Partner for Business Intelligence, Voxeo Channel Partner for Voice Recognition and 1Vault Reseller for data center services. Visit Promero’s website at http://www.promero.com. Promero headquarters is located in Pompano, Florida. Telephone: 954-935-8800. Toll free 888-204-0822.

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Related Predictive Dialer Press Releases

Brea, CA — April 5, 2010

Merrill & Associates a Platinum Avaya Partner and Solutions Provider today announced that they have become an authorized Nortel Partner. Andy Sherman, Director of Sales & Marketing, made the announcement.

“It is important for us to be able to serve the existing Nortel base of customers now that they are a part of the Avaya mix. We see this as an exciting addition to our portfolio and a critical part of our business strategy,” said Andy Sherman, Director of Sales & Marketing. “As Avaya continues to define its product roadmap and vision, we want to be able to help both legacy Avaya and legacy Nortel clients with their technology needs.”

Merrill & Associates will be able to design, sell, and implement the former Nortel product line including IP Telephony, Contact Center, and the full suite of data products. In addition, Merrill will also be able to support legacy Nortel clients with their day-to-day needs including on-going maintenance and services.

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 needs. They provide end-to-end support from design, implementation, testing, maintenance, and technical support.

Merrill & Associates won the 2009 Catalyst Telecom Enterprise Growth Award for its achievement in growth

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Welcome Call Center Services- Streamline Sales Speed

Hire call center services to accelerate sales and marketing motion. Not gone well, right? Very natural, it should not have gone down well without explaining ‘how’ that is possible.

Unlike traditional marketing mode, marketing or sales optimization of products or services of a company in these days has got a radical transformation. Companies do not need to deploy enormous number of marketing people for optimizing their products or services. They do not need to cough up hefty recurring expenses either. They can minimize both of them instead. How? Call center services would certainly be a sure way out in this regard.

Hiring a call center service provider will dramatically bring forth the sales rate of a company product. Outbound call center service does certainly appear to be the sales lead generation option. The call center representatives make calls to the defined people of a specified region or all across the globe for the sales optimization. Once they become able to convince those people about the better advantages of their products or services, either the company takes the responsibility of closing the deal or they can even get their hired call center do the same on the part of the company. Both the ways are available.

Still, you may be seen raising your eyebrows saying to yourself that this is practically no difference. But, those who know the effectiveness of a call center service, here outbound call center services in particular, will be able to see the striking differences. First, sales optimization task is much speedier through call center than conventional optimization way, because a company representative (read call center representative) can reach out to a customer more quickly. They do not need to physically go to the customers. They can contact them over phone instead. Of course, they are to make call as per their convenient time to talk. They can reach out to masses of customers within much shorter time frame, thereby creating larger hopes of sales optimization. This inbound call center service procedure can also close the deal on an instant mode once given an opportunity of doing so on behalf of its outsourcing company. As the prospect of sales optimization is undoubtedly much higher, the outsourcing companies can also avail of the facility of minimizing their sales cost to a greater extent. Generally, the sales optimization services of the third party sales team or call center service providers are much cheaper and cost effective. With little size of hired third party sales team deployment, companies can reduce their production cost, thereby fattening their revenues much higher and of course, within much lesser time frame.

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On the other hand, companies cannot refrain themselves from delivering obliged services or post sale services to the customers whom they have sold their products or services. Providing them with such service is also much expensive. But companies cannot avoid this responsibility. They are bound to exert their customer care services. But, how do they do that?

There are various options like deploying a dedicated representative at their office premises or hiring an service provider. Customers make calls to a dedicated phone number of a company once they feel any inconveniences in using the products or services they have bought from it. The answering service of the company go forward to the help for those customers who feel happy at such service and become a loyal customer of the company, thereby enlarging the numbers of the customers. The better the post sale service of a company is, the higher the prospects of getting better business next time onwards. So, if such benefits an inbound call center service can deliver, why would the companies keep them away from having its fruits?

Buyers Protection Group increases agent efficiency with inContact. Discover more at www.incontact.com
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Alexandria, Va — September 23, 2009

The Telework Coalition (TelCoa) and VIPdesk will co-present a Webinar titled “Implementation of a Virtual Customer Care Program: How to Guarantee Success” on Wednesday September 30, 2009 at 2:00 p.m. ET. This free, live Webinar will discuss the growth of virtual customer care and its ability to help organizations improve customer interactions while reducing overhead and increasing employee retention rates.

Presenters Jack Heacock, Senior Vice President and Co-Founder of the Telework Coalition and Sally Hurley, President of VIPdesk will review steps to guarantee success when implementing a virtual call center, including the following:

Virtual customer care: in-house or outsource?
Hiring, training, retaining, coaching and supervising a virtual workforce
Workforce management
Industries best suited for virtual customer care
Best practices and case studies
And more!

All attendees will receive a copy of TelCoa’s “Top 10 Reasons for Virtual Work.”

Space in this Webinar is limited to the first 100 registrants. Registration information is available online at http://vipdesk.wufoo.com/forms/implementation-of-vcc-how-to-guarantee-success/. For more information, call 703-837-3507.

About the Telework Coalition

Based in Washington, D.C., The Telework Coalition, (TelCoa), (http://www.TelCoa.org) is a not-for-profit organization that brings together a diverse array of organizations and individuals with the common interest of promoting awareness and adoption of existing and emerging telework and telecommuting applications. TelCoa’s mission is to “Enable and Support the Advancement of Virtual, Mobile, and Distributed Work through Research, Education, Technology, and Legislation”.

About VIPdesk

VIPdesk specializes in delivering virtual contact center solutions to premium brand leaders in several industries including retail, travel, auto and financial services. We serve more than 40 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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Call Center Advantages ? More than Just Cost Saving

Reduced operational costs have now become incidental benefits these days which get accumulated to the customers with the help of the pre planned, process centric and standardized approach adopted by the call centers these days. Call center outsourcing services are available these days at the customized price structure suiting the requirement of both the outsourcing agencies as well as the organizations availing their services and these structures ultimately work out to the advantage for the customers. From handling the loyalty programs to rejuvenate telesales, the call centers are competent enough to meet the offshore outsourcing needs of their client companies. Call centers typically offer the outsourcing solutions which cover inbound & outbound telemarketing services, technical helpdesk services, email support services, chat support services and so on.

The offshore inbound call center services utilize CRM (customer relationship management) services, toll free service, responses to email queries, IVR, scheduling appointments and so on to provide quality customer services. The outbound process includes the activities like customer acquisition; collections and assisting their client company in sales support activities such as lead generation, card verification and so on. People choosing the call centers realize the process and quality benefits apart from the regular cost efficiency. They now focus on recruiting the best talent available in the BPO industry which helps the organizations in improving processes. These call centers have a distinct presence in the global outsourcing industry as they provide their clients the benefits of Quality work, high standards of data security, proactive approach in providing customer support and service, trained and expert calling agents and of course, the competitive rates. They also provide the benefits like personalized & quick response to customer queries and concerns and customized services suiting the business needs apart from being available round the clock.

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Quality wise, these call centers obtain the proper certifications from the concerned authorities and clear many audits to ensure their readiness for compliance reviews and the audits are conducted by the credible and neutral organizations measuring their operational parameters. The customers can avail web based assistance to all their call center needs. They employ voice recording systems which help them in keeping a track of all call made or answered to solve future issues with the customers or the agents, if any. Call centers these days have become even more responsive to the real time customer requirements by using powerful technologies. The benefits do not end here. The following are some more benefits of availing a call center service.

Complete call center operations transparency

Security of valuable data

Recording and archival of all incoming and outgoing calls

Clear conversational process

Access to the market information in a real time way

Web bases as well as historical customer support

Seamless & flexible integration

Faster response methodologies

Telemarketing services such as , appointment setting, database services and direct mail follow up are some of the services offered by the outbound call centers.

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VoIP Contact Center: Why Shrinkage is Your Worst Nightmare

Whether you run an on-premise or virtual contact center, you know that shrinkage is your worst nightmare. This time that your agents spend doing anything other than interacting with customers is a drain on your overall budget. The biggest challenge for you is that some of the activities they are completing are necessary to the overall job. If yours is a VoIP contact center, you likely made that change to streamline your costs and keep everything running on the same platform. Why not leverage those same capabilities to ensure you can minimize shrinkage and use your agents to their full potential?

Knowlagent recently completed its own survey on shrinkage in the overall call center industry and published its findings in the Contact Center Shrinkage Survey. In their examination of the VoIP contact center industry, Knowlagent discovered that shrinkage can actually take up a considerable amount of an agent’s workday if it is not properly managed within the overall environment. What does it mean to your VoIP contact center budget if your agents lose 30 percent of their time to shrinkage?

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Perhaps the most frustrating thing for your VoIP contact center managers is the reality that primary losses are outside of their control. In fact, the survey determined that 54 percent of all shrinkage has to do with activities such as lunch, tardiness, absenteeism, etc. While it is true your managers can offer incentives to try and combat shrinkage in these areas, some amounts you cannot avoid. The good news is, there are manageable activities that are also contributing to loss, including training, project work, social learning, etc. While these losses contribute to 46 percent of shrinkage and 12 percent of an agent’s day, they can still be controlled and minimized, while ensuring the VoIP contact center receives the most benefit.

There are some levels of shrinkage that will exist no matter what methods you put in place to avoid it altogether. The best method is to try to implement tools that allow you to minimize shrinkage, while focusing on optimizing the performance of the center. The good news for those of you running a VoIP contact center, the lowest percentage of time in shrinkage is reported in this area simply because the methods put in place are designed to optimize time usage. The industry in which you operate can contribute to your shrinkage numbers somewhat, as regulations and compliance can dictate the processes you put in place. With careful planning of the VoIP contact center, however, you can minimize the overall impact.

The reality is that shrinkage does not have to be your worst nightmare in the VoIP contact center environment. Look to key providers in this space to learn best practices and benchmarks to determine the best strategies to put in place to maximize the amount of time your agents spend interacting with customers. Look to automated platforms that capture information and CRM systems that ensure all information on each customer is available across the enterprise. This will minimize the amount of time the agent has to spend cleaning up an account, allowing them to immediately go to the next call. You will not only reduce shrinkage, but also deliver a better experience for your customers.

For more call center articles, visit: insidecallcenter.com