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The new generation predictive dialers increase productivity by reducing the labor cost required for achieving the desired contact rate. When these predictive dialers are combined with good management tools to setup and manage campaigns effectively, they make a significant difference to the bottom-line.

Fredericton, NB — July 10, 2007 — Outbound dialing includes Predictive, Preview and Agent Ready dialing. In Preview and Agent Ready mode, the dialing software makes one outbound call for every available agent. The principle difference between ‘Agent Ready’ and ‘Preview’ is the auto-termination of the ‘busy’ and the ‘No-answer’. Predictive dialing is a completely different process where the dialer software will pre-determine the number of outbound phone calls to be made based on the number of agents available to take calls at any given moment. Agents will have a live connect typically within 10 to 15 seconds from the time they wrap up the previous call. Implementing new generation predictive dialers with ISDN PRI or VoIP terminations will increase the productivity and reduce labor cost by dramatically reducing the waiting time of the agent to talk to a live person. The overall contact rate could increase over 300 percent in comparison to manual dialing or older tone detection based predictive dialers.

The FCC in United States and the CRTC in Canada have strict guidelines governing dropped calls. Typically when a call is picked up and there are no available agents to answer the call, it gets dropped and the person on the other end does not hear an agent. The PBX running the predictive dialer is expected to play a recorded message announcing the dropped call with details in conformity with the regulation. A good predictive dialing algorithm is a self-pacing control loop and will automatically adjust the pace of the dialing to achieve the desired average ‘Talk to’ time, without exceeding the limit on the dropped calls. The parameters influencing the pace are the quality of leads, the time of day and a statistical measure of the connection and conversation durations in the immediate past. The new generation predictive dialers will not require any manual intervention to manage the dialer.

Indosoft has added advanced tools to mature the outbound platform to be extremely effective. Several simultaneous campaigns can run concurrently with each campaign having its own set of controlled scripts with logical branching. Unique group of call terminations and a field of custom data can be assigned to suit the business needs of the campaign. The live dashboard will provide instantaneous report on the performance of the floor to enable the manager to make quick decision on switching leads or campaigns as well as monitoring individual agent productivity. The Indosoft platform is widely used by clients for telemarketing, fundraising, appointment capture and other business applications.

Indosoft Inc. (http://www.indosoft.com) based in Fredericton, Canada, in its 12th year of operation, currently deploys its Predictive Dialing software on Asterisk IP-PBX platform. The Asterisk IP-PBX can meet complex demand of Predictive Dialing at a fraction of the cost of a legacy system. The Asterisk PBX provides seamless integration to both TDM and VoIP, opening up the long distance and telecommunication connectivity options for the call center. Asterisk has other powerful sets of functionality including the ability to serve as a media server, a protocol gateway, and a conference bridge. All these features put together make Asterisk the overriding choice for a PBX for both Inbound and Outbound Call Center implementation.

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Telax Hosted Call Center welcomes new VP Operations, Taras Kapanaiko. Mr. Kapanaiko has worked in network engineering and business development in the Canadian telecommunications industry for more than 15 years, most recently as the VP Network Engineering for Yak Communications, a division of Globalive Communications Corp.

Toronto, Ontario — August 17, 2009 — Telax Hosted Call Center today formally welcomed new VP Operations Taras Kapanaiko. Mr. Kapanaiko, who began work in his role on April 1, 2009, is responsible for all company operations as well as strategic planning and business development with a focus on technology.

“Taras brings a wonderful entrepreneurial spirit to Telax,” said Mario Perez, President and founder of Telax Hosted Call Center. “With his extensive experience in telecom, I can’t imagine anyone more well-suited to this role. Telax is growing quickly and we need people like Taras who have the experience, integrity and vision to see it through.”

Taras Kapanaiko has worked in network engineering and business development in the Canadian telecommunications industry for more than 15 years. For the last two years, Taras was the VP Network Engineering for Yak Communications, a division of Globalive Communications Corp. Prior to that, he co-founded 450TeL Communications Inc., a Toronto-based dial-around and dedicated long distance carrier. He was also the CTO and VP Network Operations for Yak Communications Inc. (previously Nasdaq “YAKC”) from 2004 to 2007, a period where the company experienced extreme revenue growth from to 0 million.

Kapanaiko commented: “There are a lot of reasons why I joined Telax but foremost among them is the core business model. Telax is leveraging cloud computing to offer a hosted service that has real global potential. I like the pace; I like the people and core values. This is a very exciting growth opportunity.”

About Telax Hosted Call Center:
Telax Hosted Call Center is Canada’s leader in hosted call center solutions. Based in Toronto, Ontario, Telax has been delivering cloud-based call center solutions to public and private sector clients across North America since 1999. Our products leverage hosted technology to improve efficiency and reduce costs, so that our clients can focus on their most critical resource: people. For more information, visit Telax on the Web at www.telax.com. For the latest Telax news, visit http://www.telax.com/category/news.

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Related Hosted Call Center Press Releases

Call Center Careers, a fast growing online provider of call center related job postings is announcing the extraordinary resume volume along with the leadership of one of the most highly rated call center consultants.

Denver, CO — July 17, 2006 — Call Center Careers, a fast growing online provider of call center related job postings is announcing the extraordinary resume volume along with the leadership of one of the most highly rated call center consultants. CallCenterCareers.com also is proud to announce the introduction of its satisfaction guarantee to ensure each and every call center, or related organization, has a positive experience.

CallCenterCareers.com flaunts a unique way of assisting a call centers’ HR department by offering unlimited job postings for a nominal monthly fee. Unlike larger more generalized job posting sites, CallCenterCareers.com focuses solely on the call center industry helping you narrow down your pool of qualified applicants with the experience and motivation to work in the call center industry. CallCenterCareers.com is nationwide and offers free resume posting for those seeking jobs in the industry. CallCenterCareers.com also cross-links with 6 major web sites to enhance resume distribution.

Edward Basquez, VP of Business Development says, “CallCenterCareers.com essentially is a tool, an incredible tool. With the high rate of turnover in the call center industry it becomes difficult to find qualified applicants and each company cannot afford to extensively market each and every time a job needs to be filled. CallCenterCareers.com is a great place to post those hard to market jobs and receive qualified applicants immediately.” Edward Basquez is also the President/CEO of Colorado Call Center Management, a call center consulting firm helping contact centers increase productivity and effectiveness through intense scorecards, KPI’s and more. Edward has been chosen two years in a row to speak at the International Call Center Management convention this year in Chicago.

CallCenterCareers.com has several posting initiatives and promotions. Please visit the site for details, www.callcentercareers.com For immediate contact with CallCenterCareers.com please call 1-877-562-8588.

About CallCenterCareers.com

CallCenterCareers.com saw the industry’s need for easier online tools to find qualified job applicants and created an amazing site that did just that. With tens of thousands of resumes posted, call centers across the country are utilizing this tool in their daily search for employees. With the amazingly high rate of turnover, this site helps the contact center post unlimited jobs for a cost effective monthly charge. CallCenterCareers.com prides itself on being the leading provider of job postings for the call center industry.

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Related Call Center Press Releases

Veteran Sales Executive Brings 30 Years of Proven Experience Accelerating Revenue Growth Thorough Indirect and Direct Channels

San Carlos, CA — June 16, 2010 — Contactual (www.contactual.com), the leading global provider of hosted customer interaction management solutions, today announced the addition of industry veteran Wendell Black as Vice President of Worldwide Sales.

Black joins Contactual as the market for hosted contact center solutions is experiencing significant growth. To capitalize on this opportunity Black will build upon the company’s success in both direct and indirect distribution to rapidly accelerate revenue growth on a global scale. Black will lead overall sales initiatives including direct and indirect channels, domestic as well as international sales, pre-sales and partner teams.

“I am thrilled to join Contactual at a time when the market is embracing new approaches to providing a world class customer experience,” said Black. “Contactual’s patented technology platform, roster of global distribution partners and years of experience successfully delivering on-demand customer interaction solutions to both Fortune 500 and small to medium-sized firms around the world uniquely positions the company to capitalize on the market’s shift to on-demand solutions.”

Prior to joining Contactual, Black was Vice President, Contact Center Anywhere for Oracle, USA. In this role he was responsible for on-premise and on-demand contact center infrastructure solutions. Prior to Oracle, Black spent 4 years as President, Worldwide Sales and Marketing for Telephony@Work where he successfully led the growth of the company by a factor of 15X in 4 years prior to its acquisition by Oracle. Black’s industry experience also includes roles at Nortel, Aspect Communications and Lanier/Harris.

“We are excited to have an executive of Wendell’s caliber join the team at Contactual,” said Chris Brennan, Contactual President & CEO. “The adoption of on-demand contact center solutions is explosive and represents a multi-billion dollar market opportunity. With his extensive domain expertise, deep understanding of our distribution strategies, including working with our largest resellers, and experience driving success in fast-growing technology companies, I am confident Wendell will play a critical role in extending our market leadership,” added Brennan.

About Contactual
   
Since 2000, Contactual has provided a better alternative to traditional call center technologies. Its patented OnDemand Contact Center is the fastest and easiest way to deploy a world class call center. Contactual was recently named to AlwaysOn’s inaugural “OnDemand 100” as a category winner. Contactual is a previous CODiE Awards finalist for Best Communications Solution and winner of the Frost & Sullivan Global Excellence in Technology Award and TMC Labs’ Customer Interaction Magazine Innovation Award. For more information, visit www.contactual.com.

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In all the years he has been in the call center industry, 15 years to be precise, Hani Masgidi has always been looking for a single source of information that will help him be a better call center manager and that would help him setup his own call center. He finally has this source. He made it himself.

Dubai, DXB — May 11, 2009 — In all the years he has been in the call center industry, 15 years to be precise, Hani Masgidi has always been looking for a single source of information that will help him be a better call center manager and that would help him setup his own call center. He finally has this source. He made it himself.

Step to Call Center management Kit is the ultimate solution for all aspiring individuals and corporate who want to gain an edge in the call center industry. A one hub of information that caters to all the needs of people who are already in the industry or those who want to get into the industry but simply don’t know where to begin. No matter what your level of expertise in the field is, you will absolutely find this kit immensely informative and resourceful.

Call Center

“Throughout my years in the call center industry, I was obsessed with finding a solution that can gather all the relevant information about the call center industry in one place,” explained Hani. “What I was actually doing through my research and my work experience is building a solid knowledge base about the industry that allowed me to create my own call center management solution.”

The Step to Call Center Kit includes all the material that will help easing the process of starting a Call Center from scratch. The many call center templates, documents and materials included in the call center kit are designed to create a road map for the owner of the kit that will take him all the way from the initial call center setup to the successful operation of the call center.

There are seven different modules in this kit; each comes with its own set of templates, documents, reports and tools. Those modules are: the Step to Call Center E-book, Call Center Setup, Customer Service Training, Call Center Operation, Contact Center Management Process Assessment, Service Level Agreement, and Call Center HR. In addition to this there are many other Call Center Business Plan tools that will provide tremendous assistance to existing or new call center professionals that are ambitious enough to learn about the industry inside-out.

The Step to Call Center management Kit can be downloaded online from the following website: Hani Masgidi. The website also contains a call center directory and several call center related articles that will surely add more value to the purchasing experience of its customers.

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Indosoft has released Version 3.0 of its call center solution for the Asterisk PBX. The new version has an enhanced, robust Predictive Dialer that is ready for hosted, remote and multi-tenant deployment and reflects the maturity of Indosoft’s control loop predictive dialing algorithm for Asterisk. In this version, Indosoft has significantly upgraded its Inbound GUI tool-set for setting up enterprise grade Inbound call center based on the Asterisk platform.

Fredericton, NB — January 11, 2007 — Indosoft (www.indosoft.ca) has released Version 3.0 of its call center solution for the Asterisk PBX. Having accumulated significant production experience through diverse deployment of Asterisk based Inbound and Outbound Call Centers from 2003, Indosoft now offers a mature robust Contact Center technology on the Asterisk platform. The Asterisk PBX is unique in its use of the CPU processing power to drive Voice telephony. It provides seamless interface to SIP and connects to TDM through low cost digital interface boards from Digium. Indosoft understands the strengths and constraints of Asterisk and delivers a variety of Contact Center deployments like remote, hosted and multi-tenant.

In version 3.0, Indosoft has significantly upgraded its Inbound GUI tool-set for setting up multi-client enterprise grade Inbound call center. The Inbound tool-set takes the mystery out of setting up advanced complex campaigns with priority based skills routing, intricate call routing, ease of dial-plan manipulation, IVR setup, sophisticated queues and prioritized agents. Indosoft’s Inbound solution can be integrated with any web driven application. With most ACD technology in the market being closed legacy black box with limited flexibility and adaptability, the Asterisk PBX is a versatile new option for the booming call center industry. Selection of the Asterisk PBX as the backbone of a call center will have positive long term impact on its potential growth, reduced effort in future expansion, lower deployment expenditure and support cost. The rapid expansion in the use of SIP to route VoIP traffic makes Asterisk an ideal choice of technology for new and existing call centers. Indosoft has standardized its hardware requirements to provide predictable capacity for both Inbound and Outbound Call Centers.

The Indosoft Predictive Dialer for the Asterisk PBX was introduced in 2003 and the latest release reflects the maturity and growth of this Predictive Dialing Engine. This proven Predictive Dialing algorithm has self regulating control and keeps excellent logs of the activities for statutory compliance. The Predictive Dialer is capable of delivering the ‘first hello’ to the connected agent on PRI and SIP lines which do not have inordinate network delay. The Indosoft Predictive Dialer for Asterisk connects to the Public Telephone network (PSTN) using a PRI (T1/E1) or a VoIP interface (SIP, H323 or IAX). With installed sites in Canada, U.S.A, Australia, Netherlands, Switzerland and Chile, this product has an established presence.

Indosoft Inc. (http://www.indosoft.ca), a Digium Asterisk Partner, is a leader in the application of Computer Telephony Interface (CTI) and Voice over IP (VoIP). Indosoft provides fully blended solutions for call centers, Audio Conferencing systems, Real-time call blocking for Do Not Call list enforcement, Hosted PBX, Call Center Applications, Predictive Dialer, IVR and Voice Recording technology based on the Asterisk PBX.

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Customers Can Now Easily Deploy Contactual’s Fully-Featured Hosted Contact Center within Salesforce CRM

San Francisco — November 18, 2009 — Contactual, the leading global provider of hosted contact center software, today announced the availability of its OnDemand Contact Center on the AppExchange. Contactual’s OnDemand Contact Center provides hosted contact center solutions to business and internal service organizations, eliminating the need for on-premise infrastructure or for agents to be physically located on-site. This integrated solution is particularly well-suited for Salesforce CRM users seeking to manage customer interactions in the cloud. Contactual’s OnDemand Contact Center is immediately available for deployment from the AppExchange at http://www.salesforce.com/appexchange/.

The announcement was made today at Dreamforce 2009, salesforce.com’s user and developer conference.

Contactual’s deep integration with Salesforce CRM is one of the fastest and easiest ways for companies to deploy a world class contact center that streamlines all customer interactions. Contactual’s market-leading integration capabilities include an integrated single user console, the ability to store and retrieve call recordings, email interactions, and chat transcripts directly from Salesforce CRM cases, as well as integrated reporting and dashboards. The OnDemand Contact Center brings robust contact center functionality to small and midsized businesses that previously could not afford to purchase, implement and maintain an on premise solution

“Our software-as-a-service solution eliminates everything companies don’t want – specialized hardware and software, IT demands, long-term lock-ins and costs – while providing a better customer interaction management system,” said Mansour Salame, CEO for Contactual. “Salesforce.com customers can now have Contactual’s seamlessly integrated call center in their Salesforce CRM deployment.”

“Contactual’s contact center solution is an example of the unique applications available to salesforce.com customers in the cloud,” said Kendall Collins, chief marketing officer, salesforce.com. “Contactual is a welcomed addition to AppExchange and exemplifies the growing ecosystem of applications available to salesforce.com customers to help them realize success.”

Visit Contactual at Dreamforce 2009, November 17-20, Moscone Center, San Francisco, Booth #106.

About the Force.com Platform and AppExchange
Force.com is the only proven enterprise platform for building and running business applications in the cloud. The Force.com platform powers the Salesforce CRM applications with more than 800 ISV partner applications like those from CODA and Fujitsu, and more than 120,000 custom applications used by salesforce.com’s 63,200 customers such as Japan Post, Kaiser Permanente, KONE and Sprint Nextel.

Applications built on the Force.com platform can be easily distributed to the entire cloud computing community through the salesforce.com AppExchange marketplace at http://www.salesforce.com/appexchange/.

About Contactual
Since 2000, Contactual has provided a better alternative to traditional call center technologies. Its patented OnDemand Contact Center is the fastest and easiest way for companies to deploy a world class contact center. Contactual is a Best Communication Solution CODiE Awards finalist and a winner of Best Integrated Solution award from NetSuite. Contactual has earned the Frost & Sullivan Global Excellence in Technology Award as well as TMC Labs’ Customer Interaction Magazine Innovation Award. For more information, visit www.contactual.com.

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Fidelity Borrowing deploys Indosoft Outbound Contact Center Soution with Predictive Dialing for its new installation at Garden City. This will allow its remote branch offices to work from the Hosted Predictive Dialer at the main office.

Fredericton, NB — December 20, 2007 — Fidelity Borrowing Mortgage Bankers is a licensed Mortgage Banker in New York, providing lending services in Eastern United States and California. FBM, LLC, has successfully implemented the Indosoft Outbound Call Center platform with Predictive Dialing, for its in-house call center at Garden City, NY.

“We wanted a VoIP enabled Outbound Call Center Platform with Predictive Dialing that would enable us to roll out an implementation at our main office location with connections to our remote branch offices. This is a true hybrid system capable of handling both TDM and VoIP,” says John Martin, the Director of IS at FBM, LLC. “It was one of those rare occasions where you schedule one week for training and installation and end up using the time completely for training, as the installation is quick and easy. I am truly impressed with Indosoft Contact Center technology and their rapid response.”

“The Indosoft Outbound Call Center platform comes with a self-pacing Predictive Dialer. It is capable of running multiple concurrent campaigns with each campaign having its own script with custom data. The Outbound platform includes a powerful Script builder which allows instant script building for each campaign with embedded data,” says Beenu Rajan, Director of Marketing at Indosoft. A separate Verifier Queue per campaign, Intelligent Lead Loader, Call Dispositions for each campaign, Caller ID and Dropped Call recordings are intrinsic to the system and can be setup using a Wizard. For a typical outbound campaign, Agent Ready Dialing, Preview Dialing for B2B and Predictive Dialing are all available.

Indosoft Inc., (http://www.indosoft.com) has been deploying its call center technology on Asterisk platform for TDM and Voice over IP (VoIP) terminations, all over the world. With over 75 installations in U.S.A., Canada, Australia, Europe and Africa, its Call Center technology is robust and scalable. Indosoft Contact Center modules provide the necessary components required to setup a robust Enterprise grade call center with the sophisticated ACD control for Inbound and an efficient FCC compliant Predictive Dialing for Outbound. Indosoft provides it own Queuing Engine with call routing and management feature-sets that can route calls to the right agent in the enterprise and also provide PBX features like voice mail, call hold, call transfer, 3-way conferencing and much more.

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Find More Outbound Call Center Press Releases

Grow Business By Outsourcing Inbound Call Center Services

An inbound call center services are generally utilize by a small or large organizations which offers services, support or product selling business. Generally when a business attains some point where they can not handle the large volume customer query or requests with their limited resources, on that point of time it is likely to require an inbound call center services. To grow and nourish any business it is very important to satisfy the customer’s or consumers with ultimate customer satisfaction services.

Inbound call center services allows you to be confident when you are away from your office without worrying about your business knowing that your calls are being answered promptly, professionally, and courteously according to customer requirement and queries. Outsourcing your Inbound customer support and call center services in India is one of the best option as the call Center Industry in the country is emerging so rapidly. A large pool of highly educated and well trained professionals who take pride in their work and speak English properly are located in India. World class facilities and infrastructure and increasingly good telecoms connectivity is another reason which attract business owner to outsource their inbound services from India. Capability to handle a wide range of services 24×7 hrs at unbeatable and affordable price are just some of the other reasons why outsourcing customer support to India is so popular.

An inbound call center provides the facility to handle incoming calls rather than calling customer’s and offering some services or selling products, generally it all come under outbound services. Inbound services are basically implemented to improve both customer service and relationship management. Moreover, it is an effective way for acquiring growth while satisfying customers.

Outsourcing Inbound call center services can be a smart way to handle rapid growth of your organization or to save money. Most call centers offer several types of inbound call center services by considering all the areas that your business could benefit from:

1. Customer Services– Series of activities required for enhancing the customer’s expectation and satisfactions.
2. Order Taking– Live interaction between customer and the customer representative.

3. Help Desk Services– An information and assistance service that answer common queries about the product or services.
4. Technical Support– Assisting customers with technical problems associated with a particular product such as mobile phones, televisions, computer hardware and software, and other electronic or mechanical products.
5. Answering Services– It focused primarily on taking messages for clients after normal working hours or during vacations.

6.Order Processing– It refers to the activities involved right from the time the trained customer service representative receives a request for information, or an order for a product or service, through to the final step.

There are plenty of call centers which offer customized call center services to meet the requirement necessary for any organization and deliver best services to your potential customers. The efficient call center is equipped with the necessary infrastructures for customer support and advanced call center technologies. This includes best telephone systems, network of computers and smart customer services representatives with quality assurance teams.

Many organizations located in the economically strong countries like the US, Europe, Japan and Australia often outsource these inbound services from the developing countries for the purpose of saving both money and time. However, India is emerging out as a huge English speaking workforce in the world having patience and skills for the quality customer care services. For that reasons, many companies have opened their own offices in India to provide support to their customers and also there are many other company which believes blindly on call centers in India for the inbound customer care services and support operations.

www.hound.com inbound call center careers, inbound call center positions, inbound call center job opportunities, inbound call center jobs, hound.com
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AmeriCall has earned PCI compliance and Hacker Safe certification. The designations will help AmeriCall protect the safety of its clients’ and their customers’ data during transactions.

Tacoma, WA — June 25, 2009 — Inbound/ outbound call center and answering service AmeriCall has earned industry-standard PCI compliance and “Hacker Safe” certification, the company recently announced. The two designations were attained to further AmeriCall’s commitment to offering secure call center solutions and protecting sensitive user information.

“We provide customer support, ordering assistance, shipment tracking, and fulfillment-integration services nationally to a vast range of web-based businesses,” said AmeriCall General Manager Scott Hager. “As we are a leading provider of website customer service, it has become increasingly important for us to protect the safety of our clients’ and their customers’ information.”

Regulated by the Payment Card Industry (PCI) Security Standards Council, the PCI Data Security Standard is a set of comprehensive requirements for payment account data security, including security management, network architecture, procedures and policies, and other protective measures. Many card issuers, banks, and credit card processing companies require compliance as a condition for accepting credit cards. AmeriCall’s PCI compliance was validated by a Comodo, a PCI-approved third-party vendor, and found to meet all guidelines of the PCI data security initiative.

In addition to PCI compliance, AmeriCall sought out the Hacker Safe certification to provide another level of security for its clients. Sites that earn Hacker Safe certification are subject to rigorous daily audits to prevent unwanted online intrusion. The daily audits consist of vulnerability testing, vulnerability alerts, and remediation management.

By attaining these designations, AmeriCall has joined an elite group of live answering service providers dedicated to the implementation of industry-leading data security technology. Hager added, “Now that we have become independently certified Hacker Safe and PCI compliant, our clients can feel confident that their data is secure.”

For additional information on AmeriCall, contact Scott Hager or visit www.americall.com.

About AmeriCall:
One of the nation’s top inbound/outbound call centers and answering services, AmeriCall has more than 70 years of experience providing standard and fully customized call center solution and answering services for a wide variety of industries. The company also devotes resources to researching, developing, and integrating the latest communications technologies into its operational infrastructure to lower client costs and streamline operations, as well as increase productivity and profits.

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