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Burlington, MA; Melbourne, AU; Dallas; London; Montreal; Manila — November 17, 2011
Panviva, Inc., the world’s leading provider of Business Process Guidance systems, announced today that Stellar?, a global leader in Managed Customer Relationships, will offer SupportPoint?, Panviva’s real-time desktop guidance system, as a key component in its solution set to new and existing clients. Enhancing the Stellar offering and providing key market differentiation, SupportPoint will improve the speed, accuracy, and efficiency of Stellar?s call center staff, who manage millions of customer interactions in call centers around the world each year on behalf of clients from a wide range of industries.
Stellar previously selected the SupportPoint solution to assist its agents in managing customer relationships for several organizations in the US and Australia, and based on the success of the system in these two regions, Stellar decided to expand its relationship with Panvia, and actively offer SupportPoint to all its customers.
Panviva’s SupportPoint is a unique technology that helps call center reps navigate through customer calls, providing them with online step-by-step instructions that present only relevant information about members, benefits, policies and procedures at precisely the moment of need. Among the results are lowered call handling times, answers that are accurate and consistent, increased FCR rates and customer satisfaction, and lower operational costs.
According to John Hollingsworth, CEO Stellar, ?We are a very customer-centric organization and our goal is to exceed not only the expectations of our clients but of their customers as well. SupportPoint will provide to us market distinction as well as a strong competitive advantage to our contact center clients, offering even higher levels of service and faster time to peak performance. SupportPoint has a positive impact on the customer experience, and our experiences have shown that the product reduces training requirements for agents, lowers the handling times for customers, and increases the accuracy and consistency of calls. We are very pleased to have entered this new level of agreement with Panviva and offer SupportPoint to our clients worldwide.”
Ted Gannan, CEO at Panviva, “SupportPoint has produced key operational benefits for Stellar, positioning the company well in the forefront for contact center outsourcing. We are delighted with this expanded relationship, as Stellar offers the benefits of SupportPoint to a worldwide base of clients.”
As a global expert in Managed Customer Relationships (MCR), Stellar provides quality customer interactions for a number of leading global brands. Stellar is privately owned and employs 5,000+ people across 16 locations, managing over 300 million customer interactions on behalf of its clients each year. Its offerings span front office services, such as Customer Service Support, Sales and Information, to automated back office support services and solutions. For more information, visit http://www.StellarBPO.com.
Panviva is the pioneer and leading provider of business process guidance (BPG) solutions. Our unique methodology and advanced software enable customer service organizations to cope with the complexity inherent in their environment. The company’s product, SupportPoint, guides users step-by-step through processes, procedures, and product information in real time, engendering continuous improvement. The results are transformational: dramatic and continuous cost, error, and risk reductions; greatly improved customer satisfaction, and elevated employee engagement and loyalty. Panviva’s customers significantly outperform their competition and achieve better financial performance. Among those customers are Bupa, Medibank Private, British Telecom (BT), HP, National Australia Bank, Foxtel, Austar, AvMed, Gundersen Lutheran, Health New England and Vic Roads. For more information, visit http://www.panviva.com.
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St. George, UT — November 14, 2011
TCN Inc. released its Preview Dialing functionality customized for the business-to-business (commercial) vertical. Now, companies that need to contact other businesses, rather than consumers, can also utilize TCN?s Virtual Call Center technologies to collect commercial debt, make sales and marketing calls, and contact business customers.
Preview Dialing enables call agents to view the call history of the business or contact being dialed before connecting the call. This functionality improves the quality of the telephonic interaction, keeps call agents on task, and vastly improves efficiency as it integrates TCN seamlessly with Salesforce and other CRMs.
TCN?s clients use its on-demand cloud-based virtual call center technology to contact businesses for a variety of reasons. Traditional predictive dialing technology, whether hardware or cloud-based, often sacrifices the quality of the telephonic interaction for speed and efficiency. Preview Dialing brings together the speed of predictive dialing with the personalized touch of manual dialing: call agents can quickly review any information the TCN client wants him or her to see before TCN connects the call. The information displayed is completely customizable for each client or call campaign.
Preview Dialing in the business-to-business setting also improves agent productivity. One study revealed that sales representatives contacted 60% more prospects per day with Preview Dialing than with manual dialing.
Part of this increase in agent productivity is attributable to weblinks and macro tools available for easy and deep integration between TCN and the client?s CRM. Rather than make calls in one program or on one technology, then turning to another to make notes and log actions, TCN?s Preview Dialing allows agents to work from one screen. Agents then annotate on the Preview Dialing screen the outcome of the call, and that information is automatically transferred to the CRM.
?For years, business-to-business telephone contacting has lagged behind consumer contacting because of the difficulties inherent in automating business contacting,? opined Dave Bethers, Vice President of Sales. ?High-balance commercial debt, for example, was handled 50 years ago the same way it often is today?with a manually-dialed phone call. TCN now melds the best of both worlds: automated dialing and data integration with the personal touch of a prepared, informed, and deliberate telephone call.?
TCN offers free testing of its virtual call center technology, including business-to-business Preview Dialing. Click here to fill out our demo form.
As a leader in the hosted call center technology industry since 1999, TCN, Inc. is recognized worldwide as the preeminent global provider of on-demand, end-to-end Interactive Voice Communication (IVC) solutions. Their cutting-edge communication technology has rendered expensive hardware, subscription software, and crowded call centers obsolete. For additional information, visit http://www.tcnp3.com.
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Denodo Technologies and Data Virtualization Front, Right and Center at DAMA International Conference Europe in London, November 7-9, 2011
London, UK — November 07, 2011
Denodo Technologies, Inc. (http://www.denodo.com), the leader in Data Virtualization, along with customers including PhoneHouse, will present and participate in various sessions on Data Virtualization and Data Services at the upcoming in London next November 7-9, 2011. The conference brings together Data Management, Information Quality, Data Warehouse and Business Intelligence experts that will hear firsthand how leading global organizations are leveraging Denodo?s Data Virtualization technology.
Data Virtualization best practices, experiences, demonstrated ROI and future trends will be demonstrated and shared with attendees in the following sessions:
Keynote session: ?The Impact of Data Virtualization on Data Warehousing and MDM? ? Rick van der Lans, R20/Consultancy
Roundtable discussion: ?Data Virtualization ? Secrets Revealed by European Experts? ? PhoneHouse, Capgemini, Denodo (Moderated by Rick van der Lans)
Program session: ?Agile BI for Agile Data Services? – Denodo Technologies
Program session: ?Data Integration for the Cloud, Web, Big Data and Social Media? – PhoneHouse and Denodo Technologies
As we reach the end of 2011, the premise with which Denodo initiated the year predicting that ?2011 will be ?The Year of Data Virtualization?? has become a reality. To meet the new and ongoing market needs Denodo continues to deliver the most expertise, flexibility, performance and ROI in this space. Suresh Chandrasekaran, Senior Vice President of Denodo Technologies and key participant at the event comments ?Customers who are serious about Data Virtualization, that realize the potential and immediate return on investment are key to how the market is evolving. As organizations recognize the strategic value of information, embracing a leading Data Virtualization platform like Denodo that leverages all information regardless of its location or structure will continue to drive market expansion. Leading Data Virtualization platforms will allow these leading organizations to become more agile and more competitive across their marketplaces.?
Attendees wishing to set up follow up meetings with the presenters at the event may contact info(dot)emea(at)denodo(dot)com
For more information on Data Virtualization customer and industry analyst views, please register for the 13 episode series: World Series on Data Virtualization hosted by Denodo Technologies. Next episode: “Value-Added Customer Technical Services – Practical Challenges Overcome with Data Virtualization” Cisco Systems.
Denodo Technologies is a leader in Data Virtualization – the only company that offers unified data access and data integration across structured and unstructured information. Global pharmaceutical, financial services, telecommunications, energy, healthcare and government organizations have chosen Denodo to deliver cost effective, timely and scalable access to disparate data across complex enterprise systems, productivity applications and Web sources. While minimizing costly data replication, Denodo has proven to increase data quality and agility for business intelligence and reporting, data warehouse extension, unified desktops, call centers, customer portals, data services for SOA, data federation, Mashups and SaaS / cloud integration.
Haifa, Israel — November 08, 2011
Lexifone real time voice translation enables enterprises to cater to clientele that does not speak the local language.
In a global economy breaking down language barriers is more important than ever before. Business and leisure travel, as well as immigration, bring foreigners into the circle of potential clients for local businesses. Enterprises that expand tend to grow beyond local borders and necessarily encounter potential clients that do not speak the same language.
Enterprises that can initiate cross-cultural communication sell more, increase revenue, win and keep more clientele.
Lexifone breaks down language barriers by simply eliminating them. How does it work? Using any telephone the user simply dials the Lexifone number, speaks and hears the other?s response in his or her native language.
?We?re all about the customer experience,? says Lexifone CEO and founder Dr. Ike Sagie. ?Lexifone frees users from the stress and mistakes that can occur when communicating with someone who does not speak their language. Many of our customers are enterprises and that is why Lexifone?s telephony capabilities are so important?.
At a time when businesses are going mobile and smartphones are the rage, Lexifone is emphasizing that the service is accessible via landlines as well as by cellular phone. This wide range of accessibility makes Lexifone easy to use by anyone, anywhere. More pointedly, Lexifone?s landline capabilities position Lexifone as uniquely suitable as an Enterprise Solution.
With Lexifone there is no need for special phones or internet access. The enterprise does not need to acquire, set-up or maintain special hardware because Lexifone is a service not an application. Unlike other technological translation solutions, users do not download an app or buy dictionaries. Lexifone is the technological, automated version of having a human translator on call 24/7 – the user simply dials the Lexifone service, speaks and hears the translation in his or her language.
?Lexifone is cost effective and very easy to use?, says Dr. Sagie.
Lexifone is applicable in many scenarios and for a wide variety of enterprises and organizations including (and not limited to) the travel industry (hotels, car rentals, entertainment centers etc.), international call centers, health, municipal services and security services (for example border control).
Gurgaon — November 07, 2011
iYogi, the on-demand direct to consumer remote tech support company has been apprasied on SEI CMMI Maturity level 2 through the Software Engineering Institute or SEI-recognized SCAMPI assessment process.This is one of the few instances of the software department of a company whose core business is not software services making this quality benchmark.
The CMMI Process Model Framework, called CMMI for Development, Version 1.2, is an international standard and benchmark set up by the US-based SEI for establishing the standards for software engineering quality. Capability Maturity Model Integration (CMMI) is a process improvement program that consists of best practices that address development and maintenance activities that cover the product/service lifecycle from conception through delivery and maintenance.
iYogi?s proprietary platform iMantra is a comprehensive tech support platform that covers support on hundreds of devices and software applications under one umbrella. iMantra enables shared service model and automating several tech support processes to decrease resolution time and increasing customer satisfaction iYogi offers its support as a subscription services that is competitively priced for the end-consumer.
?We are excited about being appraisedat SEI CMMI Level 2,? said Inder Mohan Singh, Vice President, Technology at iYogi. ?We are continually striving to better define and streamline our IT processes. Since our inception, we have been investing in our processes and technology. This certification is another milestone as we continue to grow as a world-class company strivingto become the global tech support provider of choice. We are now working towards a Level 3 appraisal.?
KPMG, an authorized SEI Transition Partner, was retained by iYogi and appraised iYogi on the basis of best-practices for software quality and reliability, project management, measurement systems, and risk mitigation strategies as laid out in the SEI CMMI Process Model Framework.
iYogi joined got appraised on the CMMI L2 in September 2011.The CMMI Model implementation is a rigorous process requiring high degree of corporate commitment. To earn the rating, companies must have established well-defined, repeatable and effective standards for project management, hardware and software engineering systems integration and quality assurance, while maintaining a focus on continual process improvement.
(Note: Capability Maturity Model and CMMI are registered in the U.S. Patent and Trademark Office by Carnegie Mellon University.)
iYogi is a global on-demand services company that provides personalized computer support for consumers and small businesses in United States, United Kingdom, Canada and Australia. iYogi?s unique model, including proprietary iMantra technology and highly qualified technicians, is designed to eliminate computer-related stress and keep digitally dependent consumers and small businesses protected and productive. iYogi — with its proven global expertise delivery model, intelligent customer insight systems, easy-to-use self-help tools and automated PC optimization and computer support services ? offers users a simple yet comprehensive path to digital serenity. iYogi has perfected the remote technical support model to overcome the current limitations of in-store, on-site, or call center services. Major resellers and technology companies are turning to iYogi to improve customer satisfaction, reduce return rates, and deliver a compelling new-value added offering to customers. For more information on iYogi and a detailed list of technologies supported, visit: http://www.iyogi.com.
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Telstar Hosted Services, Inc., A Leading Provider of Hosted Call Center Services, Offers Case Study on Qualified Lead Generation and Hosts CEO James Dunn?s Webinar Nov. 8
(PRWEB) November 04, 2011
TelStar Hosted Services, Inc., ?Your Call Center in the Cloud!? and the only multi-vendor provider of hosted call center services, worked with TMC on an article discussing how to leverage surveys for qualified sales lead generation, and TelStar Hosted CEO James P. Dunn will present a free webinar on Appraising Call Center Performance and Leveraging the Cloud, on Tuesday November 8, 2011 at 2:00 PM EST/ 11:00 AM PST. Register for the webinar on TMCnet.com or on TelStarHosted.com.
The article reviews five steps to a successful survey campaign, namely: Pick a target audience and overall objectives, develop survey questions to meet the target audience and objectives, deploy the survey to a prequalified audience, gather results, qualify, score and reach out to sales leads. Afterwards, you can use the measurement data to refine the survey and lead generation criteria. The Whitepaper is available at TMCnet.com or on TelStarHosted.com.
Meghan Harris, SVP and CMO and manager of the lead generation survey process, notes that ?it is important to have a targeted leads database like the one TMCnet offers for call center services, and a survey that will appeal to your audience and also deliver highly qualified leads. Once the survey has generated qualified warm sales leads, you need to assign these immediately, qualify them and either carry them through the sales process or identify where the lead is in the buying process and flag them for future follow up if necessary.? For future endeavors, Harris states they will ?narrow the questions in the survey to more accurately uncover companies with high purchase intent.?
In addition, TelStar Hosted worked with TMC?s Customer Interaction Solutions magazine and Vocalcom to present James P. Dunn, CEO, TelStar Hosted Services, Inc., conducting a free webinar on Appraising Call Center Performance and Leveraging the Cloud, on Tuesday November 8, 2011 at 2:00 PM EST/ 11:00 AM PST. James will provide call center managers with a methodology for conducting objective, pragmatic analyses of the operating and financial state of call center services, and an overview of how cloud-based call center services can help call center managers to improve the efficiency and effectiveness. Visit http://www.TelStarHosted.com for a synopsis and to register. Slides will also be available on the site after the presentation.
About TelStar Hosted Services, Inc.
TelStar Hosted Services Inc., ?Your Call Center in the Cloud,? is a leading hosted call center technology provider offering blended call center services, predictive dialer capabilities, and automated voice messaging. TelStar Hosted helps top companies to gain prominence by meeting their goals to acquire, service and retain customers. Our feature rich, industry proven call center services can be deployed quickly and affordably across a distributed workforce. Housed in a world-class, SAS70 Type II compliant, secure data center (updating to SSAE 16), our IT Services are delivered by our service-oriented, highly professional team. By offering Communication-as-a-Service (?CaaS?) via the cloud that is affordable, scalable, flexible, stable and reliable, TelStar Hosted saves clients? money and allows clients to focus on their core business.
For more information, please contact Meghan Harris, SVP and CMO, TelStar Hosted Services Inc., mharris(at)telstarhosted(dot)com, 571.252.3013 or visit http://www.TelStarHosted.com.
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