Compare Call Center Software

Denver, Colorado — October 14, 2005

TouchStar Software’s acquisition of New York-based Digisoft Computers, Inc. successfully consummates a formidable contact center solutions enterprise! With these two powerhouses under a single roof, this signifies to the call center industry that they can now experience best-in-class predictive dialer and ACD solutions in tandem with the leading scripting tool available on the market today.

Steve Bederman, TouchStar Software CEO & President, summarizes the industry impact:

“The breadth of this merger of products and development talents is far-reaching! Bringing together more than 30-years of proven software development experience, over 80 employees and 900 customers, this partnership between TouchStar and Digisoft represents a coup for the entire industry. First, it creates a comprehensive source for contact center software technologies. Second, TouchStar Software’s matchless reputation for development, service and support – balanced with Digisoft’s positioning as a leading scripting developer – creates a superior offering to the industries we serve.

Clients of both TouchStar and Digisoft will experience seamless continuity, along with incomparable integrity on current services’ delivery. For future customers, our joint product offerings will increase the overall value of investing in these mission-critical products. Given our keen understanding of the global contact center landscape, we believe industries built around these technologies will quickly realize the unique performance potential represented by this undertaking!”

About TouchStar Software

TouchStar Software Corporation is a privately held developer of software based contact center solutions with headquarters in Denver, Colorado, and offices now in Manhattan, New York; Leeds, England; and, Manila, Philippines, providing around the clock customer support. For more information, contact Tiffany Kreinbrink at tkreinbrink@touchstarsoftware.com or call (800) 309-7321.

# # #

Review of Contact Center Software Contact Anywhere

The Oracles Contact Anywhere Call Centre is a very useful tool for inbound sales and marketing, the amalgamated software mixture is used for its solution based routes calls which are supported by the agent in real time. This is especially beneficial if you are operating in different time zones as it allows the agents in these other areas to operate in real time and within the same software program. You can distribute your calls and contacts based on the following criteria, language, the time of day, maybe the skill type, the product, or geographical location. This all combines to one very useful package and enables the agents that are specified by this call types to respond quickly and efficiently. This way you can be in constant conversion to a sales opportunity of each correspondence, be it telephone call, email, fax or inbound call.

This allows your agents the freedom to work from home or office and gives the freedom of movement within your organization. You can get very good long distance rates with this kind of package and you can also view the type of call or of the completion of this and also wrap up metrics. In this way you can be up to date on happenings within your business and you will know immediately on how each agent is performing.

Customer satisfaction is the number one key in this business type and remains very high on the list of ‘must dos’, as your customers are what drive your business this will be the focal point of your business plan. Customers need the up to date information in order to make the informed choices they have to make in order to keep up return custom, this is where inbound sales are very important as when the customer is contacting you they are serious about the products that you offer.

With this system you can stay on top of the many inbound calls your business receives on a daily basis and keep abreast of the many changes that take place every day as well. Having so many channels of communication makes this an important option and having the system that can handle so many types is very important to your success. In this way you can have agents monitoring the inbound sales queries that come to you in many different forms.

Being able to create reports on your inbound calls is very important as well as you need to know which advertising campaigns are working and which ones need a boost or changes are to be made. So to keep ahead of the competition is very important to your success and you need to know certain things about the types of customers that call your company and what are the mainstream type questions or information that they seek? All this is possible with the right system and the Oracle Contact Anywhere Call Center makes this possible to achieve.

Keeping track of inbound calls is very important and the trends need to be mapped in some format so they can be analysed and the results will give you a definite point on which to focus your business goals.

Salt Lake City — October 17, 2008 –

demand contact center software for intelligent contact routing and agent improvement, has received shareholder approval to change the company name from UCN, Inc. to inContact, Inc. This change will go into effect January 1, 2009. The decision was announced yesterday at the annual inContact® customer user conference (ICUC) in Park City, Utah.

“This name change reflects our emergence from a provider of telecommunications services to the leader in software-as-a-service (SaaS) infrastructure for multi-site contact centers and CRM workforces,” said UCN CEO Paul Jarman. “While the UCN name represents the important foundation of our business in delivering integrated telephony services, inContact has become our flagship SaaS software platform, with significant revenue growth over the past two years. InContact also achieved a number of major milestones this year, including the delivery of nearly 10 billion calls and more than 500 contact center deployments.”

“In the process, inContact has become one of the most recognized names in the hosted contact center industry, reflected in a #1 ranking for customer satisfaction by DMG Consulting,” said Jarman. “This wave of success and recognition is an opportunity to capitalize upon the growing equity of this unique brand. Additionally, we see enhanced shareholder value as the name inContact represents the driving force behind our business growth.”

As inContact, the company will continue to offer its robust telephony infrastructure in support of its unified SaaS technology platform, a combination which provides important competitive advantages. The company’s telecommunications business unit will continue to use the UCN name, reinforcing the company’s promise of delivering exceptional service and support to its professional agents and loyal telecommunications customers.

About UCN and inContact

UCN, Inc. (NASDAQ: UCNN) is the market leader in software-as-a-service (SaaS) contact center software for intelligent contact routing and agent improvement, and specializes in solutions for multi-site and remote workforces. The inContact® platform intelligently routes multi-media contacts to agents anywhere while improving management visibility, agent productivity and agent retention. UCN’s patented software includes an enterprise-grade ACD with skills-based routing, IVR, speech recognition and CTI. Agent performance optimization features include customer experience surveys and agent scoring analysis, call monitoring, call recording, workforce scheduling and forecasting, hiring tools to reduce attrition, and targeted training delivered to the agent desktop. The inContact all-in-one on-demand platform delivers rapid application development tools for IT control, no capital expenditure, Fortune 500-compliant security, and a 24/7/365 managed network with carrier-grade redundancy. To learn more about UCN and it’s inContact call center software, visit www.ucn.net.

UCN Contact:                                            

Aaron Glauser

Communications Director

801-320-3468

aaron.glauser @ ucn.net

UCN Investor Contact:

Liolios Group Inc

Scott Liolios or Ron Both

949-574-3860

info @ liolios.com

###

Related Contact Center Software Press Releases

Denver, CO — July 9, 2008

TouchStar today announces global growth in its Partner Program; partners have been added in North America, Central America, South America, Asia, and The Middle East.

Steve Bederman, TouchStar’s Chief Executive Officer, stated, “Global demand remains high for TouchStar contact center technology, predictive dialers, unified communications, and VoIP telecommunications systems. New partners around the world are benefitting from TouchStar technology that is in high demand. TouchStar’s strong reputation, no cost partner training program, and fair product pricing models make it easy for a partner to choose to represent TouchStar in their market.”

Before being accepted into TouchStar’s Partner Program, applicants work closely with TouchStar to evaluate their ability to succeed as a partner. Partners must demonstrate that they are capable of serving their clients with TouchStar’s Core Value of honoring each client’s trust in choosing TouchStar.

Partners earn revenue and add value for their clients by providing local sales, implementation, training, and support services for TouchStar Contact Center technology. Touchstar offers four levels of partnership: Referral, Silver, Gold, and Platinum. Each level provides additional profit margin opportunities and commitments from TouchStar to the partner.

All partners receive resources from TouchStar for: sales, marketing, training, customization, and technical support. Resources include: on site training, web based training, a dedicated partner support team, demonstration software, full documentation, and a software development kit. A web based partner portal is also offered to manage leads, opportunities, contacts, and cases so that prospect and customer communications are coordinated and consistent.

TouchStar believes that its partner training program is the key to its partner’s success. Oscar Gómez, Business Director of Business Value Consulting, commented on TouchStar’s Partner Training Program, “TouchStar did a great job with our training last month; they have a great team. Their material was clear and the format was productive. The program was one of the best that we have taken and we have completed many partner training programs. I am confident that we will be successful with TouchStar.”

To support TouchStar’s recent partner program growth, TouchStar added bi-lingual staff and a dedicated phone line for partners. TouchStar plans to add regional staff to support growth in the future.

Businesses and individuals who are interested in TouchStar’s Partner Program should call TouchStar at +1.303.338.0678, email sales @ touchstar.com, or visit www.touchstar.com.

About TouchStar:

TouchStar is a rapidly growing developer of world class contact center technology with on-site and hosted deployment options. TouchStar serves over 2,500 businesses on six continents from its headquarters in Denver, Colorado, and eight global offices. TouchStar’s unified communications products include: contact center software, VoIP and PSTN telecommunications hardware, predictive dialers, automated voice messaging, scripting, recording, compliance management, automated data exchange, and its new Best Time to Call application.

Contact:

Brian Smits

Global Director of Marketing

TouchStar

303.338.0678 x204

pr @ touchstar.com

###

More Contact Center Software Press Releases

Reno, NV — July 7, 2009

Vector BPO (http://www.vectorbpo.com) announced today that it has signed an agreement

with inContact, Inc. (NASDAQ: SAAS) to utilize inContact’s on-demand contact center software for their domestic and international operations. Vector provides contact center services to mid-size businesses looking to lower their costs by outsourcing offshore.

Until recently, only the largest companies were able to take advantage of the savings provided in locations like the Philippines. Vector’s offshore facility in Cebu, Philippines is staffed by highly educated, well-trained agents with an affinity to American culture. This creates a business climate that is particularly well suited to servicing mid-size American companies.

Operating in a market half a world away from most of its customers, Vector BPO is differentiating itself in the marketplace by providing high visibility into its call center, and is leveraging the inContact solutions to do it. Vector’s new capabilities will allow its clients to monitor the day-to-day activities and performance of Vector’s agents with their customers. This transparency is made possible by inContact’s fully integrated software platform.

“We chose inContact because they give us a scalable, transparent set of tools that are critical to our success in the contact center industry.” said Paul Flannery, Vector BPO President and CEO. “Today, our clients can sit in their offices – anywhere in the world and monitor our interactions with their customers. They can witness first hand how we execute how we deliver results for them.”

The Philippines is growing quickly in call center market share. According to Dallas-based Everest Research Institute, the country has risen from virtually zero market share a decade ago to the No. 2 spot today, or 15%. Vector’s transparency differentiator has caught the attention of the industry, and Vector expects its Cebu facility to grow to at least 800 seats.

About Vector BPO:

Vector BPO is an American-owned and managed full-service contact center with facilities in Reno, Nevada and the Philippines. The company’s inbound services include customer support, customer retention, sales desk/order capture, and technical support. Vector BPO also offers outbound services including telemarketing, surveys & polling, notifications, customer retention and collections. Its senior management team is led by contact center industry veteran Paul Flannery, President & CEO.

About inContact:

inContact, Inc.® (NASDAQ: SAAS) provides the market leading on-demand customer contact center platform, inContact, to approximately 600 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. Companies with contact centers of all sizes have turned to inContact to address their contact handling needs as well as to manage and improve their agent workforces. The inContact platform has grown from a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), and Interactive Voice Response (IVR) with speech recognition, to include an innovative online hiring solution, an eLearning and communications application, workforce management functionality, and a customer feedback and survey solution. Because the inContact platform is delivered via a Software-as-a-Service (SaaS) model, customers can realize significant cost savings and flexibility compared to premises-based alternatives. To learn more about inContact, visit http://www.incontact.com.

inContact® is the registered trademark of inContact, Inc. All other company and product names are trademarks, registrations or copyrights of their respective owners.

For more information, please call 800-454-9656 or visit http://www.vectorbpo.com

###

Related Contact Center Software Press Releases

Global Customer Relationship Management (CRM) in Contact Center Software Market 2008-2012

Customer Relationship Management (CRM) Contact Center application manages customer contacts, across all the touch points.
CRM software addresses the needs of marketing, sales & distribution, customer service & support divisions within an organization. It shares data among users about prospects, customers, partners, competitors, and employees. The purpose of CRM software is to manage the customers through the entire life-cycle, i.e. from prospect to qualified opportunity to order. The CRM applications include Contact Center, marketing automation, customer service, and analytic applications.
The CRM Contact Center application provides communication channels to customers; automates a wide range of individual & collaborative activities; and controls web activity for designing up-sell or cross-sell programs. These CRM contact center solutions balance the inbound and outbound communications, leaving no call unattended. In addition to cutting costs, improving agent efficiency, and maximizing the customer value.
The report by TechNavio Insights forecasts the market size of the worldwide CRM Contact Center application over the period 2008-2012. Further, the report discusses about segmentation of the total CRM Contact Center application market into various geographic regions. It also identifies the major market trends, drivers, and challenges existing for CRM Contact Center application.

Aarkstore Enterprise specialize in providing online market business information on market research reports, books, magazines, conference booking at competitive prices, and strive to provide excellent and innovative service to our customers. We are built on the premise that reading is valuable, capable of stirring emotions and firing the imagination. Whether youre looking for new product trends or competitive analysis of a new or existing market, Aarkstore Enterprise has the best resource offerings and the expertise to make sure you get the right product every time.

For more information please contact :

http://www.aarkstore.com/reports/Global-Customer-Relationship-Management-CRM-in-Contact-Center-Software-Market-2008-2012-37644.html

http://blogs.aarkstore.com/

From:Aarkstore Enterprise
Contact: Neel
Email: press@aarkstore.com
http://www.aarkstore.com

Find out how leading edge voice self-service applications can improve customer service levels and drive operational efficiencies. Altitude Voice Portal is a powerful software-only platform that delivers a superior voice self-service experience through the pre-integration of best-of-breed speech technologies. Altitude Voice Portal supports both VoiceXML and Altitude Scripting Language (ASL) and runs on of top of SIP, CTI, CAS and ISDN links.
Video Rating: 5 / 5

Interaction Process Automation (IPA) impacts your business like no other technology. Watch how seamlessly a claim is processed for a customer. It all starts with communication based process automation. More Details: tinyurl.com
Video Rating: 5 / 5

A look at the Telecorp Products MCCS Evaluation / Scorecard application. This application is used in a call or contact center for grading and evaluating agents. Completely web based, our Eval package allows you to custom tailor your score cards and quickly get up and evaluating. In this video, we look at creating a simple score card, then proceed to do a sample evaluation with it. In part 2 we complete the evaluation of our agent, and look at the other options within the package.
Video Rating: 0 / 5

Ever wonder why IVRs don’t understand you? Find out how Spoken’s Guided Speech Conversational IVR does–never asks a question twice, decreases misroutes and dramatically reduces caller opt-outs due to speech recognition failure. The only patented hybrid solution: automated speech recognition with real-time, invisible human intervention for superior accuracy. For more info, visit www.spoken.com
Video Rating: 0 / 5

Management: Monitoring, Reporting, Recording and Staffing Altitude uCI™ provides the tools and data that can maximize contact center performance, by optimizing operational management, human resources, quality and the overall productivity. See the video on Altitude Unified Management or Find out more at www.altitude.com
Video Rating: 5 / 5

www.callfire.com Cloud Call Center – A hosted power dialing solution by CallFire. 100% pay-as-you-go, starting at only /hour/agent. No setup fees or contracts. Call us: 877.897.FIRE Visit us: www.CallFire.com Features include: Power Dialer (4:1 call ratio) Script & data popup Call transfer Call recording Call dispositions & statistics MachineSkip answering machine avoidance SmartDrop answering machine messaging 6am-6pm live customer care 24×7 email support Campaign, list & sound mgmt DTMF passthrough Customer history & notes DNC / FTC compliance info Remote / home agents Real time reporting APIs to control campaigns CRM integration support Agent monitoring barge (silent) Upload contacts in Excel Agent reports & statistics

Contact center managers need tools to organize their contact center services and campaigns. Check out Altitude Unified Routing that provides multiple options for routing interactions that ensure customers will receive the right level of service from the most appropriate agent in the optimal time frame, regardless of the media used.