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Customers Can Now Easily Deploy Contactual’s Fully-Featured Hosted Contact Center within Salesforce CRM

San Francisco — November 18, 2009 — Contactual, the leading global provider of hosted contact center software, today announced the availability of its OnDemand Contact Center on the AppExchange. Contactual’s OnDemand Contact Center provides hosted contact center solutions to business and internal service organizations, eliminating the need for on-premise infrastructure or for agents to be physically located on-site. This integrated solution is particularly well-suited for Salesforce CRM users seeking to manage customer interactions in the cloud. Contactual’s OnDemand Contact Center is immediately available for deployment from the AppExchange at http://www.salesforce.com/appexchange/.

The announcement was made today at Dreamforce 2009, salesforce.com’s user and developer conference.

Contactual’s deep integration with Salesforce CRM is one of the fastest and easiest ways for companies to deploy a world class contact center that streamlines all customer interactions. Contactual’s market-leading integration capabilities include an integrated single user console, the ability to store and retrieve call recordings, email interactions, and chat transcripts directly from Salesforce CRM cases, as well as integrated reporting and dashboards. The OnDemand Contact Center brings robust contact center functionality to small and midsized businesses that previously could not afford to purchase, implement and maintain an on premise solution

“Our software-as-a-service solution eliminates everything companies don’t want – specialized hardware and software, IT demands, long-term lock-ins and costs – while providing a better customer interaction management system,” said Mansour Salame, CEO for Contactual. “Salesforce.com customers can now have Contactual’s seamlessly integrated call center in their Salesforce CRM deployment.”

“Contactual’s contact center solution is an example of the unique applications available to salesforce.com customers in the cloud,” said Kendall Collins, chief marketing officer, salesforce.com. “Contactual is a welcomed addition to AppExchange and exemplifies the growing ecosystem of applications available to salesforce.com customers to help them realize success.”

Visit Contactual at Dreamforce 2009, November 17-20, Moscone Center, San Francisco, Booth #106.

About the Force.com Platform and AppExchange
Force.com is the only proven enterprise platform for building and running business applications in the cloud. The Force.com platform powers the Salesforce CRM applications with more than 800 ISV partner applications like those from CODA and Fujitsu, and more than 120,000 custom applications used by salesforce.com’s 63,200 customers such as Japan Post, Kaiser Permanente, KONE and Sprint Nextel.

Applications built on the Force.com platform can be easily distributed to the entire cloud computing community through the salesforce.com AppExchange marketplace at http://www.salesforce.com/appexchange/.

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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Fidelity Borrowing deploys Indosoft Outbound Contact Center Soution with Predictive Dialing for its new installation at Garden City. This will allow its remote branch offices to work from the Hosted Predictive Dialer at the main office.

Fredericton, NB — December 20, 2007 — Fidelity Borrowing Mortgage Bankers is a licensed Mortgage Banker in New York, providing lending services in Eastern United States and California. FBM, LLC, has successfully implemented the Indosoft Outbound Call Center platform with Predictive Dialing, for its in-house call center at Garden City, NY.

“We wanted a VoIP enabled Outbound Call Center Platform with Predictive Dialing that would enable us to roll out an implementation at our main office location with connections to our remote branch offices. This is a true hybrid system capable of handling both TDM and VoIP,” says John Martin, the Director of IS at FBM, LLC. “It was one of those rare occasions where you schedule one week for training and installation and end up using the time completely for training, as the installation is quick and easy. I am truly impressed with Indosoft Contact Center technology and their rapid response.”

“The Indosoft Outbound Call Center platform comes with a self-pacing Predictive Dialer. It is capable of running multiple concurrent campaigns with each campaign having its own script with custom data. The Outbound platform includes a powerful Script builder which allows instant script building for each campaign with embedded data,” says Beenu Rajan, Director of Marketing at Indosoft. A separate Verifier Queue per campaign, Intelligent Lead Loader, Call Dispositions for each campaign, Caller ID and Dropped Call recordings are intrinsic to the system and can be setup using a Wizard. For a typical outbound campaign, Agent Ready Dialing, Preview Dialing for B2B and Predictive Dialing are all available.

Indosoft Inc., (http://www.indosoft.com) has been deploying its call center technology on Asterisk platform for TDM and Voice over IP (VoIP) terminations, all over the world. With over 75 installations in U.S.A., Canada, Australia, Europe and Africa, its Call Center technology is robust and scalable. Indosoft Contact Center modules provide the necessary components required to setup a robust Enterprise grade call center with the sophisticated ACD control for Inbound and an efficient FCC compliant Predictive Dialing for Outbound. Indosoft provides it own Queuing Engine with call routing and management feature-sets that can route calls to the right agent in the enterprise and also provide PBX features like voice mail, call hold, call transfer, 3-way conferencing and much more.

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Find More Outbound Call Center Press Releases

Grow Business By Outsourcing Inbound Call Center Services

An inbound call center services are generally utilize by a small or large organizations which offers services, support or product selling business. Generally when a business attains some point where they can not handle the large volume customer query or requests with their limited resources, on that point of time it is likely to require an inbound call center services. To grow and nourish any business it is very important to satisfy the customer’s or consumers with ultimate customer satisfaction services.

Inbound call center services allows you to be confident when you are away from your office without worrying about your business knowing that your calls are being answered promptly, professionally, and courteously according to customer requirement and queries. Outsourcing your Inbound customer support and call center services in India is one of the best option as the call Center Industry in the country is emerging so rapidly. A large pool of highly educated and well trained professionals who take pride in their work and speak English properly are located in India. World class facilities and infrastructure and increasingly good telecoms connectivity is another reason which attract business owner to outsource their inbound services from India. Capability to handle a wide range of services 24×7 hrs at unbeatable and affordable price are just some of the other reasons why outsourcing customer support to India is so popular.

An inbound call center provides the facility to handle incoming calls rather than calling customer’s and offering some services or selling products, generally it all come under outbound services. Inbound services are basically implemented to improve both customer service and relationship management. Moreover, it is an effective way for acquiring growth while satisfying customers.

Outsourcing Inbound call center services can be a smart way to handle rapid growth of your organization or to save money. Most call centers offer several types of inbound call center services by considering all the areas that your business could benefit from:

1. Customer Services– Series of activities required for enhancing the customer’s expectation and satisfactions.
2. Order Taking– Live interaction between customer and the customer representative.

3. Help Desk Services– An information and assistance service that answer common queries about the product or services.
4. Technical Support– Assisting customers with technical problems associated with a particular product such as mobile phones, televisions, computer hardware and software, and other electronic or mechanical products.
5. Answering Services– It focused primarily on taking messages for clients after normal working hours or during vacations.

6.Order Processing– It refers to the activities involved right from the time the trained customer service representative receives a request for information, or an order for a product or service, through to the final step.

There are plenty of call centers which offer customized call center services to meet the requirement necessary for any organization and deliver best services to your potential customers. The efficient call center is equipped with the necessary infrastructures for customer support and advanced call center technologies. This includes best telephone systems, network of computers and smart customer services representatives with quality assurance teams.

Many organizations located in the economically strong countries like the US, Europe, Japan and Australia often outsource these inbound services from the developing countries for the purpose of saving both money and time. However, India is emerging out as a huge English speaking workforce in the world having patience and skills for the quality customer care services. For that reasons, many companies have opened their own offices in India to provide support to their customers and also there are many other company which believes blindly on call centers in India for the inbound customer care services and support operations.

www.hound.com inbound call center careers, inbound call center positions, inbound call center job opportunities, inbound call center jobs, hound.com
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AmeriCall has earned PCI compliance and Hacker Safe certification. The designations will help AmeriCall protect the safety of its clients’ and their customers’ data during transactions.

Tacoma, WA — June 25, 2009 — Inbound/ outbound call center and answering service AmeriCall has earned industry-standard PCI compliance and “Hacker Safe” certification, the company recently announced. The two designations were attained to further AmeriCall’s commitment to offering secure call center solutions and protecting sensitive user information.

“We provide customer support, ordering assistance, shipment tracking, and fulfillment-integration services nationally to a vast range of web-based businesses,” said AmeriCall General Manager Scott Hager. “As we are a leading provider of website customer service, it has become increasingly important for us to protect the safety of our clients’ and their customers’ information.”

Regulated by the Payment Card Industry (PCI) Security Standards Council, the PCI Data Security Standard is a set of comprehensive requirements for payment account data security, including security management, network architecture, procedures and policies, and other protective measures. Many card issuers, banks, and credit card processing companies require compliance as a condition for accepting credit cards. AmeriCall’s PCI compliance was validated by a Comodo, a PCI-approved third-party vendor, and found to meet all guidelines of the PCI data security initiative.

In addition to PCI compliance, AmeriCall sought out the Hacker Safe certification to provide another level of security for its clients. Sites that earn Hacker Safe certification are subject to rigorous daily audits to prevent unwanted online intrusion. The daily audits consist of vulnerability testing, vulnerability alerts, and remediation management.

By attaining these designations, AmeriCall has joined an elite group of live answering service providers dedicated to the implementation of industry-leading data security technology. Hager added, “Now that we have become independently certified Hacker Safe and PCI compliant, our clients can feel confident that their data is secure.”

For additional information on AmeriCall, contact Scott Hager or visit www.americall.com.

About AmeriCall:
One of the nation’s top inbound/outbound call centers and answering services, AmeriCall has more than 70 years of experience providing standard and fully customized call center solution and answering services for a wide variety of industries. The company also devotes resources to researching, developing, and integrating the latest communications technologies into its operational infrastructure to lower client costs and streamline operations, as well as increase productivity and profits.

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Besides harnessing the holy grail of sub-one-second connections of premise-based dialers for the web-based world, the TCN Predictive Dialer also stands out among similar peers in its flexibility. Administrators can set up new call agents, hunt groups, and predictive dialing campaigns in literally minutes

St. George, UT — April 27, 2009 — Once every so often an innovation appears that transforms industries. Like the tractor to sharecropping, TCN’s new technology advancements will revolutionize accounts receivable management, political campaigning, marketing, call centers and other verticals. For the first time ever, a fully web-based, no hardware/software, sub-second-connecting predictive dialer is available to any company with basic computers and an Internet connection.

TCN, a leading provider of Interactive Voice Communications, announced today the release of its first fully web-based predictive dialer. Concurrently, TCN released its Agent Gateway technology, which facilitates advanced Voice Broadcasting at the call-agent level.

The TCN Predictive Dialer is a groundbreaking innovation that is a culmination of research and development began nearly one decade ago. 100% web-based and provided as a Software as a Service, the Predictive Dialer makes affordable for any organization the rich feature set of a 0,000 traditional hardware dialer – for simple pennies per minute.

Besides harnessing the holy grail of sub-one-second connections of premise-based dialers for the web-based world, the TCN Predictive Dialer also stands out among similar peers in its flexibility. Administrators can set up new call agents, hunt groups, and predictive dialing campaigns in literally minutes. Companies require only phones and internet connections for their call agents; within 10 minutes they can be running a fully-predictive campaign. Call agents simply log in through the Agent Gateway; as calls connect to the agents, the customer information appears on agents’ screens. Notes and call results can be entered by the agents directly through the TCN interface without the need of interacting with a call center CRM.

Call agents can also be coached through calls with scripts and required responses set up by administrators through the web-interface. Other tools include manager barge-in, manager-to-agent messaging, call recording, and a manager dashboard that shows all connected agents and their call status.

In addition to the innovative Predictive Dialer, TCN released its long-anticipated Agent Gateway, which allows call agents working on TCN’s Voice Broadcasting platform to log in to receive sub-one-second connections to customers that opt to speak to an agent after listening to a recorded message. Like the Predictive Dialer agent interface, the Agent Gateway interface flashes the connected customer’s information to the agent and allows the agent to log notes and responses directly through the web interface.

Both of these technologies greatly enhance call center productivity through enabling inexpensive customer contacts and enhanced, call-agent-level reporting. Companies no longer need to make large capital investments to meet their customer contact requirements. Managers can track call agent productivity per agent hour and can monitor in real time agents’ call status.

Founder and CEO of TCN Incorporated, Terrel Bird, described the release of these technologies as “finally being able to have your cake and eat it too. Companies have traditionally had to sacrifice responsiveness to customers because of the high costs of traditional hardware dialers or other methods of contact like direct mailers. With TCN’s Predictive Dialer and Agent Gateway, companies can now use their preferred method of contact for pennies per contact. This is a huge advancement for accounts receivables, retention, and customer service across the globe.”

TCN’s technologies are currently available in North and South America, Asia, and Europe.

For more information, for a demonstration and for a free, no-obligation trial, please call 1.888.745.1901 or visit www.tcnp3.com.

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B2B salespeople show increased interest in at-home Virtual Call Centers, according to CallFire.com, a hosted Virtual Call Center and Voice API provider.

Los Angeles, CA — March 3, 2009 — A recent study performed by CallFire™ reveals increasing market interest in at-home Virtual Call Center™ services. Interest in homesourcing solutions has nearly doubled in the first quarter of 2009. Weekly sales inquiries for at-home Virtual Call Centers have increased year over year by over 34%. CallFire’s ‘new-user’ sign up rate for Loan Officers, MLM agents and Insurance agents has also shown a 38% increase.

CallFire provides web-based predictive dialing and contact management tools that save time and organize at-home salespeople who need to contact thousands of businesses. In this dynamic economy, many Americans have chosen to supplement household income by embracing MLM & other work-from-home opportunities. This interest has resulted in a noted increase in sales inquiries for Virtual Call Center services.
   
“Fluctuations of interest in Virtual Call Center solutions are a good barometer of our economic environment,” said Dinesh Ravishanker, CallFire CEO and co-founder. “As Americans find their time and checkbooks are increasingly leveraged they are trying to find ways to become more efficient. We’re happy to provide a cost-effective solution for at-home sales agents that want to double or triple their sales effort by leveraging technology.”

To further supplement CallFire’s forecasted increase in at-home agents, the company has released a free iPhone application called FriendCast. Salespeople using FriendCast can easily send personal voice messages to many clients while on-the-go. The ad-supported service eliminates the time and hassle of making many phone calls and typing lengthy text messages while driving. Instead iPhone users can send a free voice-recorded personal message to many contacts at once.

Click here to sign up for CallFire’s free “Virtual Call Center” webinar or to learn more about CallFire’s products and services.

To speak with a CallFire representative, please call 877.897.FIRE.

CallFire provides affordable & scalable Cloud Telephony and Voice API solutions.

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Predictive Dialers Vs. Hosted Dialers

Definition: The predictive dialer uses a variety of algorithms to predict both the availability of agents and called party answers, adjusting the calling process to the number of agents it predicts will be available when the calls it places are expected to be answered.

What it means: A predictive dialer is a computerized hardware system that automatically dials batches of telephone numbers on multiple lines for connection to agents assigned to call stations. Predictive dialers are widely used in call centers and are very effective when ran correctly.

My favorite type of predictive dialing is the hardware based systems that have NO VOICE RECOGNITION. This is a program that causes a slight delay due to the software trying to figure out which calls are reaching live people. It is designed to eliminate disconnects and answering machines. However from my experience you lose about 35% of you’re pitchable connects due to the customer saying hello twice. In my office we use a 6 man dialer that calls out on 8 phone lines. My reps pitch 100% of every person that answers the phone because they hear the call ring into the home owner. Each six man dialer should be able to generate about 30-40 mortgage leads per day.

HOSTED PREDICTIVE DIALERS

Hosted predictive dialers (aka: Web-based predictive dialer, or VoIP Predictive Dialers) use the hosted servers in their model to provide organizations and individuals with a predictive dialer capability without having to buy expensive hardware or phone systems.

Pros:
-No required investments in computer or telephone hardware
-No required investments in software or licenses
-Administration and support are handled by the service provider
-Links into the system are remote, enabling agents and supervisors to connect from any location
-Software updates and upgrades included.

Cons:
-Service is dependent on an internet connection; when the internet goes down, so does the service
-Providers using VOIP as their primary delivery method experience limited reliability and performance. There are services with analog phone capabilities but they usually limit you to a certain computer. The services that offer a full VOIP are usually a fix cost and unlimited dialing capabilities.
Auto Dialers

Definition: An auto dialer is an electronic device that can automatically dial telephone numbers to communicate between any two points in the telephone, mobile phone and pager networks. Once the call has been established (through the telephone exchange) the auto dialer will announce verbal messages or transmit digital data (like SMS messages) to the called party.

What it means: the key technology for auto dialers is the ability to detect the difference between a live human pickup and answering machine or disconnect. These are a little outdated with the newer predictive dialers and hosted services being so much better. I don’t know of any auto dialers that can come close to the basic predictive solutions out there.

OVERVIEW AND CONCLUSION

With over 8 years of dialer experience in different sized call centers I have come to one major conclusion in dialing as we know it. Predictive dialing is the absolute best way to go. I use the 6 agents x 8 lines per dialer method because my reps get to pitch every single person. This model is great for the small to midsized operations. The nice thing with my hardware systems is that you can stack multiple dialers on one computer so growth is pretty inexpensive in comparison with some autodialing systems that require a computer at each station.

The Auto dialers are almost a thing of the past. The only settings they are good for is big call centers that have 100s of agents and really need to use the Voice Recognition. Due to big payroll costs. These centers have to be only talking to live people even if they loose 35% of the pitches due to the delay. These are not good fro small to mid size operations.

The one down side to the predictive dialers is that they are an investment. They can be costly and for most small business it’s hard to come up with the capitol for a system like this. What I suggest for shops like this is to start out using a cheaper hosted service until you make enough to invest in the in house system. Hosted dialing can be very good but it’s still just a stepping stone to the hardware systems.

This is a promo for TripleYourCalls.com …. Explaining a little about the Predictive Dialer CRM…
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Mortgage marketing firm, Best Rate Referrals, acquires leading predictive dialer and call center solution, Magnalogix.com.

Las Vegas, NV — September 11, 2008 — Leading marketing firm, Best Rate Referrals, finalizes takeover of leading hosted call center solution Magnalogix.com. Magnalogix is a leading VoIP hosted call center provider located worldwide specializing in call center solutions and predictive dialer management. Magnalogix has been providing VoIP support since 2001 and will continue to do so under Best Rate Referrals.

Best Rate Referrals is a leading marketing company in the mortgage, real estate, and insurance industries. After years of lead generation through their American call center, Best Rate Referrals has built a name for itself providing quality products with unmatched customer service. Since their inception, Best Rate Referrals’ goal is to provide their clients with various marketing avenues that create a positive ROI. Magnalogix will continue that goal by providing an affordable dialer service for call centers worldwide.

Contact Magnalogix:
Zach South
866-460-6611

Contact Best Rate Referrals:
Raymond Bartreau
800-811-1402

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MetricNet’s Call Center Benchmark is a diagnostic tool for improving and optimizing call center performance.

McLean, VA — August 9, 2007 — MetricNet announces a new promotion. It is currently offering a 50% discount on its Call Center Benchmark. The benchmark, normally priced at ,800, is discounted for a limited time to just ,900.

MetricNet’s Call Center Benchmark is a diagnostic tool for improving and optimizing call center performance. It answers a number of key questions, including:

“MetricNet’s Call Center Benchmark is the most comprehensive in the industry,” says Jeff Rumburg, Managing Partner at MetricNet. “With the current discount, there simply is no better value in benchmarking today.”

About MetricNet:
MetricNet is the global leader in call center benchmarking and best practices training. With more than 1,000 call center benchmarks completed, MetricNet has the most comprehensive database of call center process and performance metrics in the industry.

To sign up for MetricNet’s Call Center Benchmark or to get more information on the offering, go to www.metricnet.com or contact Eric Zbikowski at 202-758-0128.

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NT Sweden develops a native agent session controller for Indosoft Call Center Suite to integrate with Windows desktop business applications

Fredericton, NB – April 5, 2009 — Indosoft Inc. and NT Sweden have successfully installed the Indosoft call center software with a newly developed agent session controller at SAMTRANS. This agent session controller for the call center software allows NT Sweden to provide a feature rich inbound call center solution with a native Windows client.

“We were in search of call center software with an ACD capable of handling sophisticated call routing as well as queue management to meet the business requirements of our client’s inbound call center. A core component of our requirements was a true ACD with skills based routing capable of providing proper queue prioritization on an IP platform. We examined a range of hybrid-IP systems from Nortel, Avaya and Eriksson as well as call center software for Asterisk. During our analysis of these various call center platform and technology, we ran into challenges trying to fulfill our client’s needs until we looked at Indosoft’s call center software, Q-suite. With its sophisticated ACD, excellent queue management, prioritization and balancing, we were able to offer a reliable call center solution based on the Asterisk PBX,” says Mats Gåhlin, President of NT Sweden. “As a technical services company we are delighted with this call center software suite. It is open enough to provide us with the flexibility to customize and support our clients’ particular business needs. With an Asterisk telephony backbone running on Ubuntu Linux, this call center software from Indosoft is an evolution in ACD and queue management for diverse, inbound call center operations. We developed an agent session controller for the call center suite to integrate with native Windows business applications. Indosoft’s technical support is extraordinary and their competency enabled us to reduce the cost of installation, increase agent productivity and improve overall efficiency during the call center installation and deployment.”

“We’re thrilled to have a telecom technology partner like NT Sweden,” said James Terhune, CTO of Indosoft. “This collaborative deployment of a specialized call center taught us that we can provide robust and easy to manage integrated call center features at a much lower cost than competing options. Having a skilled telephony services company partner allows us to further improve our product offering by better understanding the client requirements. We have evolved our call center product so that more and more telecom resellers can use this call center software for their deployments by migrating to Asterisk.”

“Indosoft call center software Q-Suite has an ACD with skills based routing, virtual queues and personal queues as well as an efficient predictive dialer. It is a feature rich enterprise grade multi-tenant call center suite that can scale for future expansions effortlessly.”

About Indosoft
Indosoft Inc. offers full-featured call center software with global turnkey installations and software management for both inbound and outbound call centers. Indosoft remains a leading provider of contact center software solutions for Asterisk. Its call center software suite and iHostPBX are multi-tenant and can be deployed for hosted solutions or remote agents. Indosoft also provides an excellent self pacing compliant predictive dialer, audio conference systems, IVR solutions, do-not-call compliance and voice recording products.

About NT Sweden
NT Sweden is a private technical services company located at Nynhamn (Stockholm). It offers and markets IT solutions for Windows and Linux platforms, providing professional services and technical customer support in Sweden market.

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