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Call Center Technology for Client Satisfaction

Clients and companies alike depend on contact centers for the management of huge components of their business operations. Companies use call centers as their resource to serve customers by answering questions, taking orders, scheduling repairs, upselling and processing purchases. These client demands require call centers to come up with state-of-the-art call center technology.

With customer base becoming more tech-savvy, communication technology like the internet, telephone, email and SMS become amazingly prevalent, there has been a strong call for call centers to leverage on these innovations and come up with their call center technology that they can use to serve their client fully.

The growing needs of businesses have required the significance of using innovative technologies. It has become really necessary for providers of both outbound and inbound call center service to embrace extraordinary techniques to manage calls in a way that is efficient. These providers are expected to make sure that they answer calls properly and promptly. All these responsibilities bring out the importance of possessing reliable call center technology.

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These technologies allow call centers to improve their efficiency in partnering with clients. To make communication more effective, computer telephony integration (CTI) comes into the picture. This call center technology is intended to integrate several communication means in a single platform. As there is an expansion from voice to integrate web, fax and email, the CTI definition has also expanded to incorporate all contact channels of customers with computer systems.

Unified communications among call center agents is also important so they will receive customer queries from a separate media contact and have them in their computer screen in an integrated format. This manner makes queries addressed in a shorter time and increases first-contact resolution and productivity.

Call center solutions of today provide predictive dialers which allow longer agent-client interaction. With these solutions, agents can communicate with clients and customers effectively, thus giving them maximum satisfaction. These solutions have the capability to make a call transfer to an agent when an active voice gets in. It is also capable of tracking the agents who are on duty.

Moreover, the customer relationship management (CRM) solution offers accurate and timely information to clients. It helps in improving productivity level by developing top-level customer relationship while assuring quality feedback. The CRM software works in maintaining significant call center database. It delivers services like contact management, call history keeping, appointment and date setting and data export or import.

Call center technology has been proven to play a major role in call center operations as call centers have been regarded as the main source to reach potential customers.

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Virtual contact center makes life easier

With 3CLogic’s virtual contact center deployed on Amazon Web Services, merchants and business owners can not only expand their businesses but also provide exceptional customer and technical support. With their hosted , 3CLogic provides web based call center functionality at a reasonable price. 3Clogic’s contact center software allows merchants and business owners to be able to deploy the software within a matter of hours, eliminating timely setbacks and equipment costs. Due to the fact that the contact center is hosted in the cloud, business owners can hire remote agents to run their call center. This means that their agents can be located anywhere in the world and all work together on the same campaign or different campaigns and still be part of the same call center.

3Clogic understands the needs for businesses to grow and expand, the 3clogic contact center software is highly scalable and customizable. These provide full functionality to merchants and business owners to grow at their own pace. With features such as the and , businesses owners can cut down on costs as well as more efficiently manage their time making calls to leads. All it takes is a simple upload of lead’s phone numbers, a time set to call, and the VoIP dialer takes care of the rest! This is more beneficial than traditional call centers because instead of your agents taking precious time to dial phone numbers manually, they can be auto dialed and connected in a matter of seconds.

Unlike traditional call centers, the 3clogic call center solutions are hosted in the cloud to ensure quality performance and reduce costs. Traditional call centers require expensive infrastructures as well as costly down times. Having in the cloud means no pricey infrastructure costs and no losing business during downtimes. In today’s ever changing era, are just too convenient and affordable to pass up.

3Clogic’s solutions are hosted on Amazon Cloud and are extremely efficient as they eliminate the need for traditional systems and hardware. With features such as the , auto dialer, inbound solution and outbound solution, and real time reports, businesses can take full advantage of the 3Clogic call center solutions to further expand their business while reducing costs.

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www.pushbuttondialer.com Dennis Bayne indicates the audio file formatted required in Push Button Dialer.

LOS ANGELES, CA — February 7, 2004

HigherGround, Inc.®, a global player in the market for contact center recording and monitoring solutions, today announced the successful certification of the HigherGround Fusion Series 7TM interaction monitoring and recording solutions for use with Melita International Inc.?s Conversations 5.0 predictive dialer systems.

Melita International Inc. is a global provider of products and services focused on maximizing contact center effectiveness. Over 1500 customers in 45 countries have relied upon Melita for mission critical technology solutions including predictive dialing, multi-channel customer interaction management and business performance monitoring and analysis solutions.

To meet certification requirements and ensure top-quality delivery of Fusion Series 7?s powerful recording and reporting capabilities to high-volume contact centers, HigherGround developed a digital recording interface that links with the Conversations 5.0 predictive dialer. This value-added combination allows call center managers to get a clear view of the success of inbound and outbound call campaigns and efficiently track agent productivity.

HigherGround?s president and CEO Terry Ryan remarked on the advantages the Melita interface will bring HigherGround?s customers. ?We feel that this integration will greatly expand our offerings to the contact center marketplace. A larger number of companies that depend on predictive dialer technology can now use our leading-edge recording solutions to make sure their contact centers always operate at peak performance.?

HigherGround?s Fusion Series 7 consists of a complete array of tools designed to enable contact center managers to make informed business decisions by analyzing the valuable data contained in their contact center. The heart of the Fusion Series 7 solution, the Praetorian Voice RecorderTM, is a turn-key recording system for scheduled, random, on-demand and full-time recording.

The Praetorian Voice Recorder is turned into an even more powerful tool for data analysis when combined with the Mentor QA SuiteTM, which offers agent evaluation and screen capture functionality to monitor and verify phone and data transactions and fine tune agent performance. In addition, the Telecom BI SuiteTM provides an accurate overall view of contact center performance by using graphical reporting to display enterprise telecom business intelligence (ETBI).

HigherGround, Inc. is a premiere software developer of call recording, quality assurance and reporting tools for call centers and the public safety marketplace. The company?s call recording and monitoring solutions and reporting tools empower clients with knowledge and insight to monitor and verify phone and data transactions and radio transmissions, improve agent performance, optimize telecommunications resources and provide a comprehensive view of the contact center?s performance. HigherGround?s proven solutions provide imperative business intelligence for sound decision making and bottom-line control for compliance monitoring, risk management and performance improvement. More information can be obtained by visiting http://www.highergroundinc.com.

www.pushbuttondialer.com Dennis Bayne lays out an introduction to the Combo Sale for Push Button Dialer.

Insurance Sales company uses VOIP based autodialer/predictive dialer and covers how this affects their income.
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— March 12, 2004

Every Predictive Dialing system requires a method of conducting telephone line switching tasks. Most Predictive dialers use 3rd party telephony hardware that utilize different computer drivers some of which may be hybrid DOS/Windows mixed systems. These 3rd party solutions were designed as generic solutions so that they can be used in a wide variety of applications for a wide market base.

MarkeTel Systems Ltd. MKII Predictive Dialer is designed specifically for the predictive dialing environment allowing the perfect mix of hardware automation. The MKII Predictive Dialer performs all telephone line switching, dialing, and call progress function inside electronic hardware designed specifically for Predictive dialing. This allows us to custom tailor functions for maximum performance to increase call center productivity.

The MKII utilizes MarkeTel’s patented (US Patent 6,198,814) keytone entry technology eliminating the need for expensive computer networks in Predictive Dialing. Operators simply press a digit on their telephone keypad to indicate a call outcome. This allows operators to flow seamlessly from one call to the next. This simple entry method allows reduced operator training time from hours to minutes, increasing productivity and reducing the expense of employee turnover.

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Montreal, QC — March 18, 2011

Today, the use of predictive dialer software is becoming increasingly common, as it is an indispensable tool for any call center or businesses that requires contacting several prospects in a day. This computerized system automatically dials a list of telephone numbers, which are then assigned to live operators or sales agents who are idle or awaiting a call.

Predictive dialers are an efficient alternative to manually dialing calls or to the basic automatic dialers. Predictive dialer systems predict both the availability of agents and called party answers; it rejects unanswered calls, busy numbers, disconnected lines; answers from fax machines, answering machines, and other automated services. When a person answers a call it automatically transfers that call to a waiting sales representatives.

Call centers and businesses looking to considerably increase call volume and productivity look to predictive dialer software as the solution.

Vocalcom, http://www.vocalcom.com/, the global leader in contact center solutions, has been developing and marketing call center applications for close to two decades. It has attained worldwide recognition for its advancements in call center technology.

Vocalcom presents their latest predictive dialer software called Hermes Eagle 4, a predictive dialer algorithm that is used to optimize outbound campaigns and live chat applications. It also includes tools to improve customer service, streamline operations, and optimize human resources.

Vocalcom?s system has the ability to treat valuable incoming calls, whether these calls are returned phone calls from the sales line or customer service inquiries- these smart dialers have the ability to route certain calls to pre assigned agents with specific skill sets, re direct phone calls in case of a spike in call volume and keep a log of all these calls within the filing tools of the system for future reference.

Vocalcom?s wide network of 17 worldwide offices have insisted that the company is a highly coordinated and results driven organization, and Vocalcom has faced every conceivable situation with over 5000 centers and 650,000 agents having purchased its products.

Vocalcom also has recommendations for implementing their predictive dialers to contact centers or collection agencies that are either looking to integrate a new system or upgrade to a more cost effective solution.

Companies looking to upgrade existing dialer/phone systems:

????? Vocalcom offers an incredibly effective and customizable REPORTING tool. ‘You don’t know what you don’t measure’ and Vocalcom offers a comprehensive package of standard and custom templates.

????? Vocalcom’s predictive dialing algorithms are so effective that while most calling environments use a 2 phone line to 1 agent ration; Vocalcom only requires a 1/12 line to 1 agent ration. This impacts phone costs.

????? Vocalcom offers the full gamut of technology from conventional phone line/PRI/Dialogic Based Technology all the way to Voice Over IP Technology and Asterisk applications.

????? Vocalcom spends the time to seamlessly transition a technology through a comprehensive approach to implementation.

????? Vocalcom will work with clients that have legacy systems to tailor payment terms through rent to own, installment payments, reasonable capital expense, etc?

Companies without dialer technology:

????? Vocalcom recognizes the concerns clients have with going from a manual to an automated environment. Ultimately, automation can offer improvements in results. Reality suggests that it is the company that spends the time to work ceaselessly with the new client in set up, training, and support. Vocalcom is known worldwide as ‘customer centric’ in focus with over 650,000 agents happily using the software.

????? Vocalcom can transition in stages to allow the agents to gain comfort in the use of software.

Predictive dialers ensure efficiency and organization to any business requiring this technology. Vocalcom?s dependable, classic, and revolutionary software is considered at the highest end of dependable performance and is used by small, medium, and enterprise clients throughout the world.

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(PRWEB) May 22, 2011

Already a tremendous success globally, Vocalcom is breaking into the US Call Center market with its state of the art predictive dialer systems. Automated outbound dialer software is revolutionizing the telemarketing and collection industries, and Vocalcom is at the forefront in creating innovative and stable systems. Steve Bederman, the new CEO of North American Operations, has years of experience in the field, and firmly believes that the company provides the best predictive dialer technology currently available. Mr. Bederman had years of experience growing other companies that are in direct competition with Vocalcom, but always had a deep respect for the quality of their products.

??I continued to watch Vocalcom’s presence in the industry. They had been and still were a leader worldwide. They not only met the client service promises but had what I feel is the leading product in call center technology as well.?

Predictive Dialers maximize the time that agents in a call center are actually engaged with a client. The system places outgoing calls following a sequence established from a telephone number list. The no-answers, hang-ups, busy signals, answering machines, and numbers no longer in service are passed over. The difference between this system and an automatic dialer is that the predictive callers do just that, it predicts when an agent will be available. There are many parameters that must be considered, such as the total number of agents on hand, how many accessible lines, and the average time it takes for processing a call.

Vocalcom?s Hermes Eagle call predictive dialer technology is flexible and can be set to one of 5 different modes depending on the needs of any particular campaign. The main benefit of the system is the dramatic increase of productivity in the call center. The time agents actually spend with a prospective customer jumps from a maximum of 40 minutes per hour to 50 minutes. Some business owners claim that sales have doubled since switching to a predictive dialer system.

Complex algorithms allow the system to analyze the duration of previous calls so that it can establish a set amount of time that future calls will probably take. The system can also generate leads and controls what calls should be processed. If there has been a previous interaction with an agent, the number will be skipped to avoid annoying repetition. The agents are able to access information concerning prior dealings with prospects, and can use that to judge the point that they were at in the sales process. For administrative purposes, calls can be monitored to evaluate the performance of the agents. The Hermes.Net system generates comprehensive reports concerning leads, call reminders, and call schedules.

Hermes.Net call center solutions are perfect for use in telemarketing, collections, and for conducting marketing research. As long as an internet connection and a telephone are available the systems can be used remotely. As telecommuting becomes more and more popular, this is a valuable feature for companies looking to cut costs.

Like so many other industries, the face of call centers is changing. More automation means greater productivity, and controlling data brings information to all staff from agents to management. For 15 years Vocalcom has been the leader worldwide for call center solutions. With a presence in 38 countries and with their products being used by over 3500 clients, they are well placed to successfully take on the US market.

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www.pushbuttondialer.com Dennis Bayne presents his final comments about the top 3 voice broadcasting companies in the industry. This is a definite MUST SEE.