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Chelmsford, Mass. (Vocus) March 5, 2008

Aspect Software, Inc., the world?s largest company solely focused on the contact center, today announced that Keith Dawson, senior analyst for Frost & Sullivan, and Scott Ginsberg, author and publisher, will both deliver keynote addresses at its Aspect Customer Experience (ACE) 2008. ACE, taking place at the Hyatt Regency in Atlanta, Georgia 9-12 March 2008, 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 positive 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 small, medium and large enterprises alike seeking ways to balance customers? demands with the realities of the bottom line, reduce complexity, and maximize their contact center investments.

?The Aspect Customer Experience is an ideal environment for people to learn from their colleagues? challenges and successes, exchange innovative ideas with their peers, and collaborate with industry experts,? said Melody Cespedes, president, ASUGA board. ?We are honored to have Scott Ginsberg and Keith Dawson delivering the keynote addresses at this year?s event. They will provide insight into business success strategies relating to contact centers, and will set the stage for a terrific conference.?

Keith Dawson is a senior analyst for Frost & Sullivan and an authority on call centers and the management of customer care technology. Mr. Dawson has written thousands of articles and several definitive books, including the Call Center Handbook. Formerly an editor for Call Center Magazine, Mr. Dawson today focuses on the customer experience: how it is measured and whether companies are using the contact center to manage that experience to their advantage. Mr. Dawson will address unified communications trends and strategies for the contact center and will share his insight on the overall contact center market.

Scott Ginsberg, ?The Authority on Approachability,? carries the distinction of being the only person in the world who wears a nametag 24×7. He is the author of seven business books, publisher of thousands of articles, creator of award-winning Web sites and blogs, and has been inducted into ?Ripley?s Believe it Or Not!?

The ACE 2008 conference will feature breakout sessions with more than 130 Aspect Software-, customer-, and consultant-led sessions in English and Spanish. Attendees will learn best practices from other users on key contact center topics, such as managing at-home agents to improve customer service and agent morale, incorporating the contact center in a unified communications strategy, applying performance optimization solutions to increase service levels and create consistent customer experiences, and moving to an IP contact center to leverage the benefits of increased flexibility.

Attendees will also learn about the latest product offerings from Aspect Software and how they can use those products to meet their strategic customer contact objectives. Roundtable discussions will allow conference attendees to exchange ideas on contact center best practices.

ACE 2008 is being sponsored by the following leading companies:

3Com
AudioCodes
Bay Bridge Decision Technologies
CallMiner
Contact Center World
IQ Services
Intuit Consulting Services
Microsoft
Nuance
OpenSpan, Inc.
Oracle
Society of Workforce Planning Professionals (SWPP)
Softcom Technologies
Symon Communications

To learn more about the ACE 2008 conference, or to register to attend, please visit http://www.aspect.com/go/ACE.

About Aspect Software

Aspect Software, Inc. founded the contact center industry and is now the world?s largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centers around the globe. Its pioneering Unified IP? Contact Center product line reduces complexity by uniting automated call distribution (ACD), predictive dialing, voice portal, email management, web chat and collaboration, and recording and quality management to provide consolidated administration, routing, reporting and workflow. PerformanceEdge?, the industry?s first fully synchronized contact center optimization suite combines workforce management, recording and quality management, performance management, campaign management, and coaching an eLearning applications. And, the company?s trusted Signature product line delivers reliable best of breed ACD, predictive dialing, CTI and Voice Portal capabilities. Headquartered in Chelmsford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit http://www.aspect.com .

Aspect, Unified IP, PerformanceEdge and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.

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Head In the Clouds ? Productive Call Center Solution on Amazon Cloud

The term “call center” is usually associated with the image of thousands of cubicles flooded with telephone and computer wires, with agents attending and making calls. These agents are usually seen as desperately attempting to reach out to targeted clientele all amidst confusion and chaos.  Many business owners and merchants find themselves wishing if only there were a way to efficiently run a call center service without representing the tainted name and image of traditional call centers.

In times of desperate call center need, 3Clogic introduces their Virtual Contact Center Software hosted on Amazon Web Services. This software not only provides call center business owners with everything they need to set up their virtual call centers, but also increases business performance with a deployment time of just a few hours. With incorporation of hosted contact center solution and VoIP call center solutions, it has turned into a win-win deal for all parties including the company, customers, agents, and supervisors.

Selecting the appropriate call center equipment and solution plays a significant role in determining the performance of your call center. With 3Clogic’s Virtual Contact Center Software, waiting for office leases and agent equipment is a worry of the past. The software is deployed in a matter of hours, putting your business above the rest with speedy deployment times and less stress on your wallet. 3cLogic’s contact center software supports seasonal fluctuations and allows a call center to buy more in peak seasons and less in slow seasons. This ensures easily scalable customization options for business owners to purchase what they need and what they need only, without any extra charges.

A positive aspect of 3Clogic’s platform is that it takes your call center to a global level without much infrastructure. With the software being web-based, business owners have the opportunity to operate their campaigns from anywhere. All one needs is a computer, headset and a broadband connection. This is an advantage for agents because by them working remotely, they can work from different locations and still be working on the same campaign with ease and comfort. This is beneficial for the company who manages to avoid high costs on infrastructure in sufficient timing without compromising things such as features and performance. With the recording tools provided by 3Clogic, business owners can easily manage the call detail record information easily for up to six months. This is similar to voice recordings that have a saving span of up to 2 months.

VoIP call center solutions are extremely beneficial for supervisors and managers, who can barge in on any of the agents’ calls any time with a lead and assist in closing the call or making a sale. Another advantage with 3CLogic’s call center software is that business owners can systematically customize their call center solution to suit the particular needs of their organization.

In addition, with 3Clogic’s virtual contact center software, “Pay as you go “is the key. 3Clogic strongly believes in paying for what you need, when you need it, without paying for any extra hidden fees or charges.

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Chelmsford, Mass. and Atlanta, Ga. (Vocus) October 16, 2007

Aspect Software, Inc., the world?s largest company focused solely on the contact center, and OpenSpan, enabler of the new enterprise desktop, today announced the general availability of the OpenSpan integration with the company?s PerformanceEdge? quality management application. The integration with OpenSpan allows Aspect Software to extend Aspect? Quality Management? functionality — such as screen capture and call tagging ? to record all back-office interactions with applications across the enterprise, helping companies gain insight into overall agent performance and create actionable plans to enhance productivity, performance and the customer experience.

?The OpenSpan Platform is the perfect complement to PerformanceEdge because it extends the scope of quality management to the business and enables contact centers to more easily achieve their operational and customer satisfaction objectives,? said Brad Murdoch, vice president of product management, OpenSpan Inc. ?The integration of the PerformanceEdge quality management application and the OpenSpan Platform means that contact centers can now gain insight across the entire customer interaction.?

The Aspect Quality Management and Open Span integration delivers a common desktop interface to applications, such as customer relationship management (CRM) tools, email or other systems to enable back-office recording and call tagging. This allows the company to evaluate overall performance, identify areas for improvement, and make immediate adjustments to further enhance the complete customer experience.

?Businesses are continuously looking for better tools for monitoring customer interactions, and the OpenSpan integration will provide Aspect Quality Management customers beginning-to-end insight into the entire customer interaction,? said Brian Derr, vice president of quality management solutions at Aspect Software. ?This integration adds value to our PerformanceEdge suite, which is designed to give companies a holistic view of the contact center and help them make intraday adjustments to ultimately align performance to support business goals. Aspect Software is committed to leveraging our relationships with innovative technology partners, like OpenSpan, to provide solutions that can help companies evaluate overall performance and improve the customer experience.?

Aspect Quality Management now has the capability to start, stop, pause and resume recordings based on agent desktop activity, such as when an agent flags a call as high priority in the CRM system or when an agent creates and sends an email. This means interactions can be categorized in more ways, and accessing recordings during searches is easier and faster. In addition, now related interactions can be tied together so users can see the full history of a customer?s interaction, all without programming. As a result, contact centers can increase agent efficiency, improve the customer service and make certain they are meeting quality levels in multichannel and back-office environments.

PerformanceEdge combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning to enable organizations to holistically respond to changing business conditions. The PerformanceEdge applications dynamically interoperate to help contact center managers consider everything and act immediately, ultimately making it easier for inbound, outbound and blended contact centers to control costs, enhance service levels and align performance with strategic goals.

About OpenSpan

OpenSpan is a venture-backed software organization focused on enabling the New Enterprise Desktop. Global 1000 enterprises leverage the OpenSpan Platform to integrate applications, automate business processes, extend functionality and build new composite applications in order to realize immediate value on their IT investments. Recognizing the unique approach to the difficult challenges associated with application integration, Gartner awarded OpenSpan with a 2006 Cool Vendor Award. OpenSpan is headquartered in Alpharetta, GA. More information about OpenSpan is located online at http://www.openspan.com.

About Aspect Software

Aspect Software, Inc. founded the contact center industry and is now the world?s largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centers around the globe. Its pioneering Unified IP? Contact Center product line reduces complexity by uniting automated call distribution (ACD), predictive dialing, voice portal, email management, web chat and collaboration, and recording and quality management to provide consolidated administration, routing, reporting and workflow. PerformanceEdge?, the industry?s first fully synchronized contact center optimization suite combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning applications. And, the company?s trusted Signature product line delivers reliable best of breed ACD, predictive dialing, CTI and Voice Portal capabilities. Headquartered in Chelmsford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit http://www.aspect.com.

Note: Aspect, Aspect Software, PerformanceEdge and Quality Management are trademarks or registered trademarks of Aspect Software, Inc., in the United States and other countries. OpenSpan is a registered trademark of OpenSpan Inc. All other trademarks or trade names are the property of their respective owners.

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Call Center Outsourcing- Read This Carefully & Proceed Further!

Contact Center Outsourcing has become a booming industry and various organizations are venturing into offering voice and non-voice contact center services to domestic and international clients on 24x7x365. But with this, organizations are facing great trouble in outsourcing the best call centers to outsource with the business establishments. There are diverse contact centers that sound international, but do not have the proper resources, work staff and infrastructure to render the services. This in return can cause disaster to an organization that does not judge the capabilities of a genuine call center.
There are many factors that need to be taken into concern before a hiring is made. Some of the basic factors include the following:

1. Hiring a renowned outsourcing firm is a vital factor. Many organizations of smaller size approach a call center with cheaper rates. In order to make out the best one in the industry, it is important to see into the job activities that had been rendered to other clients. Cost should not be the deciding factor. Undertake a research activity of the competitors and wisely judge whether the is well structured with the recent technology and skilled experts.

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2. Determine a call center that is specifically designed to meet the target clients within a specific time zone. Therefore, it is essential to develop a specialized line of communication with the contact center, and enhance better communication.

3. Clarifying your doubts and questions to the call center can be a great help sometimes. The contract signed between the organization and the outsourced call center should be clearly visible and should be ready to fulfill the conditions that have been mentioned in the contract.

4. Most call centers sign a contract with their clients and this contract should be as clear, straight forward and specific as possible. If you realize that a call center is mincing words and is not ready to commit to your terms and conditions, then be cautious. It may be trying to hide something from you. Proceed with the call center only if you think that the outsourced contact center is able to meet your business demands. The contract should be satisfactory to both the parties in accordance to the performance level.

5. Last but not the least it is also essential to visit the premises of the call center and inspect the infrastructure and quality of the services. This will give a confidence about the service type; you are looking for expanding your business.
Inspecting the mentioned factors will not only save your organization in mitigate risk but also allow you to concentrate on the other aspects of your business. A thorough online research and little consultancy can be really effective to find the best contact center outsourcing for your business.

Hotel and Resort photography & video by PhotoWeb (photowebusa.com) Our Wilmington, NC Hotel Is Conveniently Located Between Wrightsville Beach & Historic Wilmington The Holiday Inn Express® & Suites Wilmington – University Center offers an ideal location in mid-town Wilmington. Our hotel is less than one mile from the campus of UNC-W. We have great amenities, such as an outdoor pool, complimentary Wi-Fi access and hot breakfast. Corporate guests soon find out why we’re one of the best hotels in Wilmington, NC for business travelers, as we offer business work stations with printing capabilities, as well as access to copy and fax services. We have more than 1600 sq ft of flexible meeting space that will handle groups of up to 150 people. In addition, companies such as General Electric, Corning, Verizon Wireless and PPD are all close to our location. Our hotel is a great place for leisure travelers, too! We’re close to the USS North Carolina Battleship and Children’s Museum of Wilmington. Families can visit the Cape Fear Museum or explore historic downtown. We’re also near Mayfaire Town Center, and some of North Carolina’s most beautiful beaches are just seven miles away. While you stay with us, our staff will make sure that you enjoy every aspect of your stay. We serve a complimentary hot breakfast every morning, featuring our signature cinnamon rolls and more. Reserve a room with us today, and you’ll see why our guests return year after year. Hotel and Resort photography …

Greyhound Original collection spring summer 2011 ” wish you were here ,Wish we were there.” Video present collection at LCX Hongkong. ” I’m set free ” music from The velvet underground . Brand Story: Greyhound was first established in Thailand 30 years ago in 1980 with men’s casual wear. The brand became an instant hit among the young and contemporary crowd. In 1990, the company expanded its range to embracing women’s wear, leather goods and accessories. Throughout these years, the signature design concept has never changed. Greyhound =Chic + Contemporary+ Simple But Never Boring. This core style has reflected in everything we do, from the clothes we design to the interior of our store, to our new season shopping bags and packaging. At the moment we have 4 flagship stores in Bangkok at The Emporium Shopping Complex, Siam Paragon, Siam Center and Central Plaza Ladprao. Greyhound is also available in selected stores in various destinations overseas – USA, Tokyo, Osaka and at CK Tang’s, Singapore. Today we are opening our first store at LCX, Hong Kong. For international sales, please contact Nexus Showroom, New York (www.nexusshowroom.com). In 1998 we have added another aspect to our brand by widening our product line into food, to perfect an ideal Greyhound lifestyle. The first Greyhound Restaurant and Café opened its door at the Emporium Shopping Complex, one of the most prestigious and fashionable shopping centers in Bangkok at the time. The Fortune magazine quoted …
Video Rating: 5 / 5

Conoce un perfil diferente de los principales actores de la industria. En este video toca el turno de Beti Cerezo, Gerente de Mercadotecnia Latinoamérica de Aspect

Recientemente, Desca y Aspect anunciaron una alianza estratégica cuyo objetivo es el de fortalecer la oferta de Contact Centers de Desca en los países de América Latina en los que tiene presencia, como es el caso de México, Argentina, Colombia, entre otros países. En esta entrevista, Humberto Terán y Antonio Baez nos presentan mayores detalles de este acuerdo y sus alcances.
Video Rating: 0 / 5

June 18, 2009 – Atlanta, GA CCNG supports local area chapters of SOCAP, ATA, ICSA, and HDI as members from all five groups enjoy the 8th year of the Atlanta Summer Social for area contact center, call center, customer service and customer care professionals. With over 200 attendees, this year was a huge networking success for all that attended. Event sponsors included CCNG partners Verint and Aspect Software.CCNG produces online programs and face-to-face networking events that highlight members Best Practices for contact center and customer care professionals. For details, visit www.ccng.com OR connect with CCNG members at – www.linkedin.com

Contact Center Industry Terms as Defined by an Oracle Certified Partner

If you are a newcomer to the contact center industry, you may have heard of Promero and the key product they are marketing called the Oracle Contact Center Anywhere call center solution. But as a newcomer to this fusion of IT and call center functions, you need to know a little bit more about the terms industry mainstays seem to take for granted because they use them daily.

When an agent is busy with so many calls from customers (called inbound or incoming calls), this may leave some customers frustrated because they cannot reach the agent fast enough to suit their needs. This results in the so-called Abandoned Call or Lost Call (meaning simply the customer opted to hang up than wait around.)

The agent is also referred to by other names, like specialist, attendant, staff member, customer service professional, team member, account executive, technician, operator, engineer, consultant, associate, rep, telephone sales representative, service representative, and customer service representative. They all refer to the contact center agent or call center agent who is responsible either for accepting incoming calls; or for making outgoing or telemarketing calls (also dubbed the Outbound calls.)

The worst thing that can happen to a call center is if it has an All Trunks Busy situation, wherein every one of the trunks in their system or network is clogged with calls. This means that inevitably some callers will encounter busy signals when they try to make incoming calls to the call center. And when callers encounter busy signals consistently, the frequency of Abandoned Calls or Lost Calls will go up as well since customers will not hang around to wait for the trunk or the line to clear so their call will be patched through.

This is where Average Time to Abandonment comes in – this term refers to how long on average your caller will stay waiting in queue before choosing to abandon the call altogether. In an ideal call center solution, Average Time to Abandonment will be rather high which means that the caller will agree to wait a longer period of time until an agent picks up the call to address the concern. But in reality, many call centers experience short Average Time to Abandonment, meaning clients will call, wait a short time then hang up. A short Average Time to Abandonment will mean more Lost Calls representing Los Business.

Any of the call center software packages you might choose from will all have a specific Architecture. Architecture simply means the basic design or way by which the software was created so that its different components can work together in cohesion. A good call center solution architecture would be one that can factor in the aspects of system capacity, the ability to upgrade the system, and capacity for integration with other systems as well.

One virtual call center solution you may want to try out for your call center system is the Oracle Contact Center Anywhere call center solution.

Outsourcing Your Call Center

New businesses are faced with difficult challenges that are unique to their varying situations. Because there are so many unique aspects to any given business, there are likewise a myriad potential problems and therefore, solutions. From executive leadership to company morale, from marketing to business development and from technology to customer service and support, all businesses, large and small, have a potentially rigorous uphill battle to fight in the pursuit of success.

Arguably, the most important aspect for any patron-driven business is its ability to successfully perform customer service duties. Customer service solutions provide the face of the company to its patrons and are charged with the primary responsibility of ensuring the overall satisfaction of the client base as a whole. A company with a successful customer service branch ensures that clients needing assistance or having questions or concerns can be handled professionally and in a manner that represents the company in positive light.

The problem is, for many companies, that an entire team of in-house customer service professionals may not be necessary to adequately ensure the utmost in quality customer service solutions. Furthermore, it may be difficult in some areas of the country to find qualified customer service professionals to meet the needs of your company. For these companies, there may be an excellent contact center solution available that can meet your company’s needs at a fraction of the cost of hiring an entire team.

Additionally, there are contact center software solutions available that can help you streamline your customer service processes by enabling you to manage your telephone, interactive voicemail (IVR), email, web chat, and faxes in a universal, organized interface. These contact center software programs can drastically cut the budget of your customer service team by cutting the response times for individual phone calls, emails, and faxes.

It has been said that most businesses are doomed to fail within the first five years of existence and it stands to reason that, for businesses that highly depend on patronage, a good customer service branch could be the secret to the longevity of a business. Customer service workers are perhaps the most undervalued and underappreciated members of the company dynamic, but they should be regarded as the life-blood of the company because they truly can be the difference in a company’s life and death.

Finding a Contact Center Solution

Finding a contact center or customer service solution can be an arduous task, but should not be done hastily. There are many willing and able companies out there and it is imperative to find one that can help your business create and maintain end-to-end services, including superior service and support. Finding a company that can create personalized services that maintain a value to the you based on the level of support that that you desire is important because you don’t want pay a “flat rate” when the services you need may not be on par with larger corporations.

Keep in mind that it is important, regardless of how desperate you are, to find a company that can represent your company’s values, goals, and beliefs. They are now part of your company and they will represent you to your clients on a mass level. Make sure that they keep you in the loop regarding problems and concerns coming from your customers and they will increase their level of importance to your business.

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