Compare Call Center Software

Right sized solutions for small contact centers is a noted differentiator

San Carlos, Calif. — October 16, 2009 — Contactual, the leading global provider of hosted contact center software, today announced that DMG Consulting named its OnDemand Contact Center as one of the leading hosted contact center solutions, and the only vendor offering a solution specifically tailored for the underserved small business market.

“Hosted contact center infrastructure solutions are quickly gaining ground in enterprises of all sizes,” said Donna Fluss, President, DMG Consulting LLC. “The recession is shifting investment from premise-based to hosted contact centers and solutions geared for smaller organizations are an important component of this growth.” Fluss adds that “Many early adopters are not classic risk takers; they are enterprises of various sizes that want to do business differently.”

According to the report, the hosted contact center market benefits from current economic trends and is gaining ground versus on-premise technology. The report cites quick deployments, rapid and quantifiable returns on investment, and a reduced maintenance burden among the many reasons hosted contact center solutions are outpacing other technologies.

“Contactual created the first software as a service (SaaS) contact center, and designed it specifically to meet the needs of small businesses who could not afford to purchase, implement and maintain an on-premise solution,” said Mansour Salame, Contactual founder and CEO. “More recently, we have been adopted by many Global 1000 customers that were looking for the flexibility and advanced features only a hosted system can provide. Contactual has become the brand of choice for companies looking to improve their customer interactions.”

Contactual’s JumpStart implementation and training methodology, intuitive user interface, and flexible integration philosophy are reasons to choose its OnDemand Contact Center. JumpStart is a four-step process that facilitates rapid deployment. The solution can be implemented and trained over the phone via four 1.5-hour sessions, and be up and fully functional with one week.

Contactual’s OnDemand Contact Center provides an alternative to the traditional approach of purchasing on-premise technology and hiring a team to implement and maintain it. The Contactual solution allows companies to immediately implement a contact center for a low subscription fee, without hardware or software implementation or maintenance requirements.

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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TouchStar Software acquires Digisoft Computers, Inc.

Denver, Colorado — September 26, 2005 — TouchStar Softwares 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 Softwares matchless reputation for development, service and support — balanced with Digisofts 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!”

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.

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CallFire, a provider of hosted cloud telephony technology, will be attending the ReadWriteWeb Mobile Summit this Friday in Mountain View, and has a surprise giveaway for keynote attendees.

Los Angeles, CA — May 5, 2010 — CallFire, a provider of hosted cloud telephony technology, will be attending the ReadWriteWeb Mobile Summit this Friday in Mountain View, and has a surprise giveaway for keynote attendees. CallFire CEO, Dinesh Ravishanker will be introducing keynote speaker Richard MacManus, the Founder and Co-Editor of ReadWriteWeb and will follow with a surprise giveaway for those attending the keynote. CallFire customers are encouraged to attend the summit to meet members of the CallFire team and receive a free gift. The mobile “unconference” will discuss important trends in the mobile space including: geo-location services, commerce & marketing, content & publishing, augmented reality, and app vs. browser based web. CallFire will add to the conversation by discussing how IVR and Cloud Telephony will impact the Mobile space.

CallFire’s IVR designer offers users a simple GUI to create automated telephone systems. Users can develop inbound & outbound phone systems, create complex surveys, deploy virtual call centers and automate meeting reminders with text-to-speech. CallFire’s technology allows click-to-call advertisers to customize phone trees in the cloud allowing them to leverage useful call analytics. Now, developers can trigger Google Analytics at any point in their phone system, allowing them to study caller habits and optimize sales funnels. Organizations who use Google’s click-to-call service and Commission Junction’s Pay-Per-Call services may find IVR optimization invaluable. “Small local businesses rely heavily on inbound telephone calls to drive sales, even in today’s digital economy. This reality has forced ad networks to support performance advertising for the phone, e.g. pay-per-call,” said Dinesh Ravishanker, CEO of CallFire. He continues, “This evolution has spurred an equally aggressive reformation of cloud-based phone systems that provide scalability, international reach, and insightful call analytics.”

About CallFire:
CallFire (www.callfire.com) is an industry leader in cloud telephony services that makes using VoIP simple. CallFire products include hosted IVR, power dialing for agents, voice broadcast, toll free numbers, call tracking analytics and voice APIs.

Contact:
Becky Siegel
Marketing Coordinator
becky(at)callfire(dot)com
Sales: 877.897.FIRE

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This site will provide insight in to the mechanics of call center order taking procedures.

TAMPA, Florida — January 1, 2004 –Designed to provide information for businesses looking for order taking help in selling their product, AnswerFirst Communications, Inc. announced the publication of a new satellite website. This site will provide insight in to the mechanics of call center order taking procedures. With potentially large numbers of inbound calls, businesses increasingly turn to call centers for help in order processing. Ordertaking.ORG provides information on payment processing, web form data collection, dynamic databases, shopping cart options, fulfillment services as well as a wealth of information on which solution is right for your business.

By utilizing the latest toll-free technology and partnering with some of the best web enabled call centers, AnswerFirst allows call center agents to place customer orders in real time. Utilizing an e-commerce website to centralize all of the data collected, most any call volume and most any size of product catalog can be managed. Agents have the ability to view products, take orders, answer questions and process credit cards in real time. In addition, shipping rates, delivery times and appropriate taxation can be configured for orders. Overflow service also provides the additional security of diversifying operator locations throughout the United States so valuable commercial time is not wasted should a single call center go down.

For Further Information:

Contact: Jim Smith
Answerfirst Communications, Inc.
800-435-9332
800-421-9973 FAX
sales@answerfirst.com
http://www.answerfirst.com

Order Taking Website Provides Valuable Information For Business

Company History

Established in 1984, AnswerFirst is a nationally recognized inbound and outbound call center network providing innovative, affordable and technologically driven services to a diverse variety of clients.

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Related Outbound Call Center Press Releases

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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More Call Center Press Releases

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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