November 21, 2008
"The Leading Source of Call Center Leads, News and Job Openings."
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Friday November 21, 2008 |
"The Leading Source of Call Center Leads, News and Job Openings." |
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Buyer's Guide
Directory Call Center Technology
With 15 years experience, only Amcat
delivers the combination of best-in-class unified inbound outbound
software with low total cost of ownership. The Amcat system is easy
to use, learn, manage and change. It’s rapidly configured and
deployed and can grow and scale with your business. Amcat provides
the reliability, expertise and value that make it the smart choice.
Contact -
info@syntellect.com
Angel.com has enabled more than 1,600 customers, including Raytheon, Kellogg’s and Reebok, to easily create world-class speech-enabled solutions such as Customer Surveys, Order lines, Payment Lines and automated Name & Address Capture applications. To find out how Angel.com can benefit your business, please visit http://www.angel.com or call 888-MyAngel.
Through our global
contact centers, depot repair and parts fulfillment facilities, Alorica
provides best-in-class service management, technology, people and
process that help you maximize customer satisfaction.
 UCN
is a provider of on-demand contact center software and business
telecommunication services delivered over the UCN™ national VoIP
network. UCN has integrated it’s advanced contact handling applications,
called inContact®, with its telecommunications products –dedicated voice
T1 (the Intelligent-T™), switched 1+ service and toll free numbers,
enabling our customers to improve the quality of their customer contacts
and the productivity of their reps. Today, the product is supporting a number of solution areas, including multi-site customer support operations, customer service groups with at-home workers, inside sales, collections, direct response marketing applications, reservation operations, answering services and outsourced call center companies. Since UCN is a managed hosted services provider, when you implement advanced contact handling services from UCN, you gain access to a wide range of features and functions that can be applied in a custom application, solving that one nagging problem that has been too expensive or too costly to solve using traditional methods. InContact supplements existing, onsite PBX systems with inNetwork® call-handling services, bringing advanced IP services to the customer site, without requiring the customer to upgrade to IP-based onsite equipment. UCN customers pay by-the-month. No large upfront capex is required. Using inNetwork services, customers can quickly scale up or down to meet capacity requirements driven by unexpected business opportunity, short-term projects or seasonal fluctuations. In contrast, onsite solutions may sit idle between peak periods. Because calls are managed within the network, on-hold calls are queued in the network. Basic IVR or sophisticated self-service IVR integrated with a customer’s CRM system are supported. Call flows can be programmed so that calls are routed by skill, time-of-day, or geographic proximity to the call origination point. Agents can be working in-office or at-home, inContact views geographically dispersed groups as one unified team, for all types of contacts – voice, email, fax or chat. You can program an application to record every X call. Supervisors can remotely monitor live calls or listen to recorded calls when they have time. Real-time and historical reports are available. InControl, a drag-and-drop programming tool is available for creating custom call handling flows. Download White Paper Jan Johnson | Vice President Marketing Direct|Voice|Fax 888-983-3762
Intelemedia
Communications, Inc.
At Random
Communications
We offer third party
remote call monitoring to analyze prerecorded calls using our client’s
recording system or we can record live calls remotely. Our telephone
mystery shopping solution works well for smaller locations and allows
for the ability to shape the direction of the call for specific
training purposes. All of our programs are designed to provide
objective, impartial observations to measure the quality of service
provided by your representatives. Calls are scored by our experienced
call analysts and reporting is easily accessed through the web.
AMTELCO Infinity Infinity Internet
connectivity allows operators to access and enter information. Other
Infinity Internet features include text chat, Web portals for client
message and on-call scheduling access. Call scripting, text-to-voice and
speech recognition are also available. For more information go
to
http://callcenter.amtelco.com, call us at (800)356-9148,
(608)838-4194, Contact: SER’s depth and breadth of experience in the outbound teleservices industry is unparalleled. With 28 U.S. and 8 internationally issued patents, SER continues to deliver new technologies and functionality to the market. Most recently, SER has received industry awards for its next-generation predictive dialer, the TSP500™, and automated quality assurance solution, SERTAINTY™. Working in conjunction with third party call recording systems, SERTAINTY combines advanced speech recognition technology with user-defined business rules to deliver fully automated quality assurance. SERTAINTY enables contact centers to listen to 100% of their calls and analyze every customer interaction. Rather than listening to an entire call or monitoring only a small fraction of all the calls made in the contact center, SERTAINTY performs highly accurate, automated evaluations of all customer interactions and only flags calls that actually need to be reviewed by a supervisor. SERTAINTY provides a cost efficient way to analyze 100% of recorded calls to provide a true measurement of quality assurance by scoring calls against a set of key performance indicators—ensuring agents follow required scripts, do not use inappropriate language, and deliver professional and courteous customer service. Contact:
info@ser.com |
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Copyright © 2008 Call Center Times
Intelemedia
is a leading provider of call center technology, from a single
"point solution" (like IVR or call recording) to a fully-integrated
contact center ("everything down to the agent"). We provide the
infrastructure, either hosted or on-site, but focus on our clients'
needs at the business level. To that end, we do not offer a "shrink
wrapped" solution, but rather a modular approach of pre-integrated
building blocks, easily combined and customized to deploy the ideal
solution.
Telephone
Performance Assessment Services
Add profitable
new services and reduce labor costs with Infinity by AMTELCO.
Since 1989, SER
Solutions, Inc. (SER) has led the contact center industry in delivering
products that significantly improve operational efficiencies and agent
productivity. SER’s flagship outbound product, Call Processing
System™ (CPS), is one of the most widely used outbound call management
systems in the world. Known for its reliability, quality, and
ability to generate more contacts per hour – even when operating within
the FTC/FCC mandated 3% abandon rate, this industry award-winning system
is used today at 11 of the top 15 outbound teleservices companies in the
U.S. and at several leading credit collection agencies. SER has
received numerous industry accolades including “best-in-breed outbound
dialing vendor” and “best pacing dialing algorithm in the industry”.
