Archive for the 'Virtual Call Center' Category
CosmoCom Contact Center Technology Provides Innovative Services to Municipalities
CosmoCom Contact Center Technology Provides Innovative Services to Municipalities
Melville, NY — October 18, 2010
CosmoCom, the global leader in Contact Center Consolidation 2.0, announced that Milgam City Services in Israel has implemented the CosmoCall Universe (CCU) all-in-one contact center suite to support their outsourced and insourced services to utilities and municipalities throughout Israel.
For nearly 30 years Milgam has been providing an array of outsourced collections and related services to local municipalities and water authorities in Israel via distributed operations throughout the country. A growing list of more than 150 clients with increasingly complex customer demands prompted Milgam to search for a new contact center platform. After thoroughly testing a number of solutions, Milgam found CosmoCom’s virtual call center platform to be the most flexible, easy-to-use and capable of meeting their complex demands.
The unified, all-in-one nature of CCU, enables Milgam to use the inherent recording and other advanced functionality instead of purchasing separate, disparate components. Plus, the virtual contact center technology fits well with their distributed organization and their future plans for remote agent insourcing and home workers.
“We are very satisfied with our decision to have CosmoCom as our contact center technology supplier,” said Daniela Koblentz, National Enterprise Manager at Milgam, “With CosmoCom we were able to rapidly deploy a complicated call center, serving over 20 municipalities and water corporations. The familiar Windows environment enables me – as a non technical person – to easily script call flows, create real-time reports and make changes as needed.”
The initial 20 municipalities are only the beginning; Milgam’s goal is to have more than 50 rolled-out by the end of the year. One innovative example is the PaNGo National Cellular Parking Services which enables citizens to park simply by using their cell phones. The supporting call center uses a sophisticated IVR that provides a customized greeting to each caller – as if they were calling their own municipality – and then routes the call to the most appropriate agent – complete with a screen-pop.
“Milgam is a true success story of a company that was not technically oriented, but with very complex demands. They were able to implement a wonderful service for their customers in a very short period of time,” explains Moshe Harari, Regional Director of CosmoCom. “Most important to Milgam is that they can manage their own system and implement new customers and services independently.”
About CosmoCom
CosmoCom™ provides a unified, all-IP contact center suite that enables businesses to quickly, easily and economically fulfill the most complex customer interaction management requirements of today – and tomorrow. CosmoCom’s Consolidation 2.0 strategy unites all customer contact functions, locations, and personnel – including outsourcers and home agents – on a single unified customer communications platform that is Virtual by Design™. Organizations can obtain the full benefits of Consolidation 2.0 by deploying CosmoCom’s unified contact center technology in-house, or via a service provider offering hosted contact center services. CosmoCom customers include Fortune-class enterprises around the globe, including many of the world’s largest service providers. With its reputation for servicing sophisticated, mission-critical applications, CosmoCom is the most selected provider of cloud-based contact center platforms to top-tier telcos worldwide. For more information, please visit http://www.cosmocom.com.
All product and company names herein may be trademarks of their registered owners.
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Advantages of Teleconferencing Services
The real-time exchange of information between people who are not in the same physical space is taking place through teleconferencing. This video describes the advantages of teleconferencing services. For more information, please visit; www.answerphoneusa.com
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Four Great Reasons To Start Using A Virtual Call Center
Four Great Reasons To Start Using A Virtual Call Center
Four Great Reasons To Start Using A Virtual Call Center
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Home Page > Business > Customer Service > Four Great Reasons To Start Using A Virtual Call Center
Four Great Reasons To Start Using A Virtual Call Center
Posted: Apr 11, 2010 |Comments: 0
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Four Great Reasons To Start Using A Virtual Call Center
By: Kurt Duncan
About the Author
TeleMessagingUSA provides professional answering services to companies looking to improve their customer communications. TeleMessaging USA has been providing telemessaging and business answering services to businesses for more than 15 years and provides after hours, weekends, holiday and peak answering services.
(ArticlesBase SC #2134575)
Article Source: http://www.articlesbase.com/ – Four Great Reasons To Start Using A Virtual Call Center
Have you heard about virtual call centers? Most companies have probably heard mention of the remote call centers. If you have never given serious thought to using one of these services, it might be time that you started to learn about all of the different benefits that your company can reap with a call center.
Reason #1 – The Cost is Much Less than You Might Think
If you have employees, then you already know how much that costs. When you have employees on site, you need to pay for their salary as well as for training and benefits. If you have several employees handling all of your companies calls, the cost can be astronomical. When you use a virtual call center, the cost is a fraction of the expenses of a fulltime employee. The money that you can save is amazing, but the benefits do not stop there.
Reason #2 – You will Have Your Phones Answered Around the Clock
When you have employees, they will need to have vacation time, and they only work fro eight hours at a time. Most will also have the weekend off. Consider all of that time where your phones are left unanswered. Your customers still need to be able to contact you. With the services of an outsourced call center, you will always have someone available that can take care of those phone calls.
Reason #3 – Ready to Serve
The employees at the virtual call centers sole jobs are to answer phones. They know how to speak with your customers, and they can make your customers feel at ease. Most customers would much rather speak with someone on the phone rather than leaving a message on a voicemail. You will even be able to let the call center know what to say, have personalized greetings, and the training they need for your company.
Reason #4 – Get the Important Messages
If you have a customer that needs to get an important message to you when you are out of the office, you can have those messages delivered to you. Most companies will offer several options when it comes to handling messages. You will be able to check your email and voicemail for messages, and some also offer text messaging. For those vital messages, the call center will be able to transfer the call to you.
Retrieved from “http://www.articlesbase.com/customer-service-articles/four-great-reasons-to-start-using-a-virtual-call-center-2134575.html”
(ArticlesBase SC #2134575)
Kurt Duncan –
About the Author:
TeleMessagingUSA provides professional answering services to companies looking to improve their customer communications. TeleMessaging USA has been providing telemessaging and business answering services to businesses for more than 15 years and provides after hours, weekends, holiday and peak answering services.
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TeleMessagingUSA provides professional answering services to companies looking to improve their customer communications. TeleMessaging USA has been providing telemessaging and business answering services to businesses for more than 15 years and provides after hours, weekends, holiday and peak answering services.
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Virtual Call Center Security Breaches Defined
Virtual Call Center Security Breaches Defined
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Home Page > Business > Customer Service > Virtual Call Center Security Breaches Defined
Virtual Call Center Security Breaches Defined
Posted: Jan 18, 2010 |Comments: 0
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Virtual Call Center Security Breaches Defined
By: Kurt Duncan
About the Author
TeleMessagingUSA provides professional answering services to companies looking to improve their customer communications. TeleMessaging USA has been providing telemessaging and business answering services to businesses for more than 15 years and provides after hours, weekends, holiday and peak answering services.
(ArticlesBase SC #1744365)
Article Source: http://www.articlesbase.com/ – Virtual Call Center Security Breaches Defined
As a business owner, it is imperative that you find the means to reduce operating costs, increase profitability and ensure that your customers and clients are able to contact your company no matter what. The answer to this can often be making use of a virtual call center. These centers provide enormous convenience, tremendous savings and more. You’ll find that with the help of such a center, your clients are always able to have their calls answered. However, when choosing such a company, security and privacy should be paramount in your mind. What problems might you find?
While virtual call center services can be enormously beneficial, making the wrong choice can have serious repercussions for your company. One of the most frequently found issues is that the call center you choose actually makes use of operators working out of their home. Why is this an issue? Why shouldn’t you choose a company that uses work-at-home employees? Isn’t that the natural trend today? While this solution can work in some situations, it’s the wrong course for an answering service. At-home workers might be quite flexible in their scheduling, but they can also put your company and clients’ information at risk.
There are several problems that can occur if the virtual call center you choose uses at-home workers. First, operators who work from home often do not have the training required to ensure that your clients’ information is protected. Perhaps they mention your client in their daily blog. Maybe the tell their neighbor about the calls they answered. Perhaps they have outmoded, antiquated software that allows hackers and spyware to access your information. Each of these scenarios can lead to singularly problematic security and privacy breaches. How are you supposed to circumvent the issue, then?
The best choice for your clients’ and your company’s security is to ensure that the company you choose actually provides a physical location from which their employees work. A real call center will ensure that their employees are fully compliant with industry privacy and security regulations, which provides tremendous peace of mind for you. This is the only way in which you can ensure that your company remains safe and that the information of your clients and customers is not exposed to those unscrupulous individuals who might attempt to use it for nefarious ends. Make use of a virtual call center with several physical locations across the country and your security will benefit.
Retrieved from “http://www.articlesbase.com/customer-service-articles/virtual-call-center-security-breaches-defined-1744365.html”
(ArticlesBase SC #1744365)
Kurt Duncan –
About the Author:
TeleMessagingUSA provides professional answering services to companies looking to improve their customer communications. TeleMessaging USA has been providing telemessaging and business answering services to businesses for more than 15 years and provides after hours, weekends, holiday and peak answering services.
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Business>
Customer Servicel
Nov 15, 2010
Using a Medical Call Answering Service for Your Growing Practice
If you’re wondering how to meet the growing needs of your busy practice, a medical call answering service is a great option. When your staff is busy helping patients in your office, you can have a service that will make sure incoming calls are answered.
By:
Kurt Duncanl
Business>
Customer Servicel
Nov 08, 2010
A Live Answering Service to Boost Your Customer Service
A busy medical practice can be inundated with incoming calls, making it difficult to give the level of service you need to keep your patients happy. The cost of hiring new staff to handle calls can be impossible for a growing business to afford.
By:
Kurt Duncanl
Business>
Customer Servicel
Nov 08, 2010
Choosing the Right Medical Answering Service
A medical answering service is a great way to give your patients access to the help they need around the clock. Since your patients’ wellbeing is your top priority, you’ll want to make sure help is just a phone call away even when you can’t be there.
By:
Kurt Duncanl
Business>
Customer Servicel
Nov 08, 2010
The Role of HIPAA Training in Your Medical Answering Service
Hiring a medical answering service is a great way to make sure your patients get the care they need even if you can’t be there. A professional staff with the proper training will be able to alleviate the pressure of high call volumes and give your patients access to answers 24 hours a day.
By:
Kurt Duncanl
Business>
Customer Servicel
Nov 02, 2010
How Can an Answering Service Benefit Your Office?
If you’re running a busy medical office, you’ll want to make sure your patients can reach you to get the help they need anytime. An answering service will allow you to be there for your patients even 24 hours a day.
By:
Kurt Duncanl
Business>
Customer Servicel
Nov 02, 2010
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TeleMessagingUSA provides professional answering services to companies looking to improve their customer communications. TeleMessaging USA has been providing telemessaging and business answering services to businesses for more than 15 years and provides after hours, weekends, holiday and peak answering services.
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No commentsSalesforce Integration
Get Virtual Call Center in 40countries as virtual extension. Features include voice driven auto attendant, call forwarding, voicemail (with transcription), audio conferencing, extensions and subextensions. Coverage includes 40 countries.
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Element Customer Care Joins LiveOps Call Center Exchange Program
Durham, NC — October 24, 2008
Element Customer Care today announced it is the firt partner in the LiveOps’ Call Center Exchange Program. By joining forces with LiveOps, Element is able to offer an enterprise-grade call center platform with affordable U.S. customer support services for cable and telecommunications clients.
Element provides billing services, tech support and call center services for cable, broadband, hospitality and telecommunications operators utilizing CSG Systems, the number one cable billing and subscriber management solution in America. With the LiveOps partnership, Element can offer clients the LiveOps’ industry-leading technology platform, which is ideal for both Element’s brick-and-mortar facilities as well as their virtual call center staffed by home agents.
“Element has been entirely focused on bringing cutting-edge and industry-leading solutions that used to be for only the largest cable and telecommunications operators to the small and medium sized market,” said Matt Zemon, President, Element Customer Care. “LiveOps has been recognized as a leader in call center technology. Combining this award winning platform with CSG Systems is the right decision for our clients and their subscribers.”
Element Matches the Best Agent to Each Call Every Time Using LiveOps On-Demand Call Center Platform
The foundation of LiveOps Call Center Exchange Program is the award-winning LiveOps On-Demand Call Center Platform. Element will benefit from both cost and performance optimization utilizing LiveOps On-Demand Call Center Platform. This fully-integrated SaaS offering is an end-to-end solution for call center functionality. It includes a robust IVR, call routing, agent management, workforce management, call recording, quality monitoring, real-time reporting and analytics. LiveOps On-Demand Call Center Platform provides unprecedented visibility across every call center function with real-time agent performance monitoring. With unique performance based routing technology, matching each call with the best agent every time, LiveOps On-Demand Call Center Platform can deliver a higher quality customer service than on-premise software and hosted call center solutions offer.
Also, as a LiveOps Call Center Exchange partner, Element will have the opportunity to leverage LiveOps existing agent community of more than 20,000 experienced home-based agents in the United States. With LiveOps, Element will be able to better assist their clients as they build subscriber loyalty, profitability and market share.
“We are pleased to launch the LiveOps Call Center Exchange Program with Element Customer Care as our first partner,” said Maynard Webb, Chairman and CEO of LiveOps. “LiveOps’ on-demand call center platform and applications are fundamentally changing how call centers operate. Element Customer Care is changing how small and medium-sized cable companies operate by providing their cable, broadband and telecommunications clients access to industry leading tools.”
About Element
Element Customer Care is a Durham, NC-based company that offers billing services, tech support and a customer service call center. Element’s partnership with CSG Systems gives its clients access to CSG’s unique combination of solutions, services and expertise to improve operational efficiencies and deliver a quality customer experience in a competitive marketplace. In January 2008, Element was named “Preferred Billing and Customer Care Provider” for the National Cable Television Cooperative (NCTC). The Element Web site is www.elementcare.com.
LiveOps is a registered trademark of LiveOps, Inc. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies.
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No commentsIfbyphone Adds Store Locator to Application Suite
Chicago, IL (Vocus) August 5, 2008
Ifbyphone , the telephone application platform company, today announced it is adding a Store Locator capability to its growing suite of easy-to-use applications that help any size businesses convert telephone calls into increased sales.
The speed and ease with which Ifbyphone Store Locator can be implemented for handling calls to toll-free or local numbers will allow businesses that wouldn’t previously have considered this technology to add a store locator, said CEO Irv Shapiro.
Ifbyphone offers an innovative platform with dozens of telephone applications – including voice broadcast, instant toll free and local numbers, call routing and tracking, IVR capabilities, virtual call center, virtual receptionist, lead distributor, click-to-call and sales plug-ins for the iPhone, Blackberry, Outlook and SalesForce.com.
“In response to requests from our current customers and franchise organizations, we have added a Store Locator to the essential tools available in the Ifbyphone telephone applications suite,” Shapiro said.
“Store Locators aren’t new but they often require a lot of programming. What differentiates Ifbyphone’s Store Locator is that it’s easy and instant,” he said. “Ifbyphone customers don’t have to wait weeks and weeks for programmers to build them apps or for their IT groups to approve and install them. “With Ifbyphone’s Store Locator, businesses can be up and running in minutes instead of days or weeks.”
All Ifbyphone services are configured from an easy-to-use Web site. Once configured, the services are immediately available, requiring no specialized equipment or software. Historically, sales, marketing and advertising professionals had to plan weeks in advance to add telephony to a campaign. Ifbyphone’s instantly available telephone numbers and applications free marketing, sales and the creative talent in advertising to let their imaginations go wild in the promotions they can devise.
Ifbyphone Store Locator is available directly at www.ifbyphone.com or through a network of value-added resellers for an affordable monthly fee, with no upfront costs.
About Ifbyphone
Ifbyphone is a hosted telephone application platform company that provides small and medium-sized businesses (SMBs) an easy means to increase their customer conversations and drive sales–without the high cost and complexity typically associated with building interactive voice response systems. Leveraging Ifbyphone’s extreme usability, web developers, interactive marketers and customer service professionals can quickly create everything from simple click-to-call links on Web pages and e-mail to sophisticated call-routing and interactive-marketing solutions-transforming telephones into powerful tools to increase leads, improve sales and enhance customer experience. Ifbyphone’s solutions are available directly to SMBs and through a network of direct marketing resellers. For more information, click to speak to a sales professional or visit the Ifbyphone Web site.
Contact:
Amy Hesser, for Ifbyphone
amy.hesser @ comunicano.com
+1 312-933-8324
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