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— August 24, 2010

Relatrix, the leader in Online Contact Center solutions for the K-12 education market, today released an attendance case study piloted at Martinsburg High School, in Martinsburg, West Virginia. The study demonstrated how two of Relatrix’s modules – EZCommunicator and EZDialer, contributed to the school setting a record breaking daily and annual attendance rate.

“Using EZCommunicator and EZDialer to email, text and call home and cell phone numbers, increased our parents’ awareness of student absenteeism,” said Regina Phillips, Martinsburg High School principal. Beginning in 2009, the attendance study charted new territories using a integrated form of electronic communication to alert parents of student absences.

Martinsburg High School is a suburban school with a student population of 1,731 students. The school is within 30 miles of the Maryland and Virginia borders. The school experienced a drop in daily and annual attendance rates from 2007 to 2008. To counter this trend Principal Phillips implemented the Relatrix EZCommunicator and EZDialer modules. “As a result of Relatrix’ Online Contact Center, the administration saw a faster response from parents for excused absences and in the event the student was skipping class, parents worked more collaboratively with our staff and supported the consequences for student’s actions,” she added.

Over the past year of the study, parents told administrators how much they appreciated not having meals interrupted by the automated phone call from the high school. Calls are now made between the hours of 10 am and 12 pm to cell phones, work phones and through email and text messages. “We found our parents respond more efficiently to tracking down their child’s whereabouts and as a result, attendance has increased,” Principal Phillips added.

Choosing to use EZDialer also freed up a dedicated phone line and computer at the campus. “Relatrix hosts and delivers its software services from a secure data center so that schools do not have to purchase added computing resources and IT staff are not burdened with ongoing support and maintenance,” said Mark Franke, President of Relatrix. “This web-based software service is easy to use; and with the increased per-pupil funding we receive for improved attendance we saw a payback of 20 times our cost,” concluded Principal Phillips.

Relatrix is celebrating 10 years of serving the K12 education market as the leader in Online Contact Center Solutions. Over the past 10 years Relatrix developed and extended online communications to empower schools, communications departments and entire districts to improve communication with diverse audiences in their local communities.

Headquartered in Evergreen, Colorado the company operates offices in Texas and Virginia. Relatrix hosts and delivers its software services from a secure data center so that schools do not have to purchase added computing resources and IT staff are not burdened with ongoing support and hardware and software maintenance.

Download the case study at – http://www.relatrix.com/about-us/news-events/whitepapers

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Call Centre Software

By: simon

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Article Source: http://www.articlesbase.com/ – Call Centre Software

Call center software – Shows the way ahead!
Call center software – Shows the way ahead!

Call center software help towards ensuring effective communication between the agent and the customer. It won’t be wrong to say that call center industry is functioning & getting benefited because of the availability of right call center software solutions. Whether you decide to outsource your business processes or to start your own in-house call center, employing authentic call center software solution is one area where the quality needs to be paramount and cannot be negotiated.

Effective communication is the foremost factor in any call center company which further demands highly advance call center software solutions. There are a number of challenges that arise every day in call centers which require highly professional suggestions & assistance to solve such issues.  

Call center software can install voice messages for direct marketing, leaving automated voice mail messages and answering machines which are highly required in outbound calling scenario. After identifying live human voice advance

call center software solutions transmit the call directly to the available agent for further assistance.

There is some ultra-modern call center software solutions come in the market that makes it possible for your agents to work from home. In fact, it is believed that in future, the concept of virtual call center may become the norm where agents equipped with the right kind of hardware and correct call center software, will be able to manage inbound as well as outbound calls from their home office, while staying in full communication with their colleagues and superiors. Communication call center software solutions will allow instant system-wide messaging and employees too will be supported by receiving call center software. This will enable agents to manage telemarketing, routing, predictive dialing, automatic dialing, and automatic messaging easily, while staying up close with their families, further dodging the cost & time incurred commuting.

For more information on call center solutions & services browse through http://www.callcentertrade.com right now.

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Chicago, IL (Vocus) July 8, 2010

SAVO, the industry-defining Sales Enablement leader, announced that customer Aspect, a global provider of unified communications and collaboration services and software, has received an ROI Technology Award from analyst firm Nucleus Research, for its SAVO implementation. Aspect was selected among 350 entries for the award, which recognizes organizations achieving exceptional return on investment (ROI) in IT deployments.

When evaluating Sales Enablement providers, Aspect chose SAVO for its content generation capabilities, integration with existing systems and ease of use. The company deployed SAVO to internal sellers and channel partners, and Nucleus Research’s analysis of the deployment found it delivered an ROI of 276 percent and payback in just five months. Key benefits of the SAVO deployment included increased sales productivity, reduced sales overhead and improved partner management.

Tom Chamberlain, Director of Sales Readiness at Aspect, led the SAVO implementation:

“Aspect enlisted SAVO’s services within the scope of a very aggressive implementation timeline. SAVO stepped up with their best practices approach and industry expertise to assist Aspect in accomplishing our objective to launch a comprehensive, efficient, and easy-to-use and maintain Sales Enablement system in just five weeks. SAVO’s commitment and proficiency proved the company to be an integral component of our Sales Enablement strategy.”

Nucleus Research carefully assessed the costs and business benefits of technology implementations for each nominated organization, and selected Aspect for the tremendous value per dollar spent.

Rebecca Wettemann, Vice President of Research at Nucleus Research, stated:

“In addition to improving overhead within the internal organization, SAVO enabled Aspect to streamline sales readiness with its channel partners, leading to better sales productivity and solid ROI.”

About SAVO

www.savogroup.com

SAVO is the industry’s leading provider of Sales Enablement solutions, which maximize a sales organization’s ability to communicate value and differentiation in clear, consistent, and compelling ways. SAVO’s award-winning, on demand application combines proven sales and marketing best practices to address all aspects of the sales enablement challenge – spanning people, process, content, and technology. SAVO’s on-demand application and services have been developed and refined through long-standing relationships with companies such as Morgan Stanley, VMware, Walt Disney, ADP, Staples, Unum and GE Healthcare. The combination of real-world client experience, an innovative consulting approach and award-winning technology uniquely positions SAVO to deliver practical solutions to enable the entire sales organization.

About Aspect

Aspect is a global software and IT services firm specializing in applying Microsoft® unified communications and collaboration to help customers achieve optimal results through enhanced business processes across the enterprise and in the contact center. Aspect provides IT consulting, integration services and business applications. For more information, visit www.aspect.com.

Follow Aspect on Twitter at http://www.twitter.com/AspectUC.

Aspect and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.

Contact:

Leah Neaderthal

312-506-1727

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Dallas, TX (Vocus) May 9, 2007

Intervoice (Nasdaq: INTV) today announced that Scott Manghillis, senior product manager at Intervoice, will share his expertise in hosted services during a key session at MSPAlliance’s Spring Managed Service Conference, May 10-11 in Orlando.

Leveraging his more than 10 years of telecommunications and hosted-services experience, Manghillis will share insights into the importance of focusing on the service level agreement (SLA) when negotiating an outsourcing contract. During the session, entitled SLA – The Most Important Acronym in Outsourcing, he will show how a vendor can become a market leader by developing SLAs that address the business drivers of the outsourced services and exceed customer expectations. To accomplish this, Manghillis will specifically outline the process of how to develop a cohesive SLA — one that is clearly and easily communicated to all parties involved.

Manghillis covers this session topic, and other areas of focus for successful outsourcing, in his regularly featured column that appears in the Managed Services Journal, available online at the MSPAlliance website www.mspalliance.com

“We are honored to have Scott Manghillis among our notable speakers at this year’s [sold-out?] conference,” said Charles Weaver, MSPAlliance president. “It is our goal to continue to attract members who gain value from sessions like this that provide the kind of practical, educational information that they can immediately put into practice.”

The MSPAlliance is the premier organization for managed services professionals, and the spring conference will consist of two full days of business, educational and technical training sessions led by MSI (Managed Services Institute™) professors. Subjects that will be covered include authentication, process automation, managed services accreditation and best practices, VOIP: implementation and management, among others. All general sessions will be led by Michael Vizard of Ziff Davis.

About Intervoice

Intervoice is a world leader in unified communications, providing scalable, switch-independent software and professional services that power standards-based voice portals, multi-channel IP contact centers, and next-generation mobile-enhanced services. Since 1983, Intervoice solutions have been used by many of the world’s leading banks, communications companies, healthcare institutions, utilities and government entities. With more than 5,000 customers in 75 countries, Intervoice helps enterprises and network operators stay competitive by offering their customers best-in-class services. Intervoice Voice Portal, IP contact center software, IMS-enabled messaging products, Media Exchange™ platform and custom-built and packaged applications are available on-premise and, selectively, as managed or hosted services by Intervoice. For more information, visit www.intervoice.com.

About MSP Alliance

The MSPAlliance is a global organization made up of managed service providers and service enabling technology vendors who work in a collaborative effort to define, promote and educate the Managed Services Industry and the end-user consumer on the adoption and successful use of technology through Managed Services. For more information please visit www.mspalliance.com.

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Dallas, TX (Vocus) May 7, 2007

Intervoice (Nasdaq: INTV) today announced that Matt Wallock, director of services business development, will lead a key metaplanning workshop session at The Technology Professional Services Association (TPSA) Summit, May 6-8 in San Diego.

Wallock’s workshop, Growing the Deal: How to Qualify Service Opportunities, will show participants how to make professional services a key component of their upfront sales processes. Using case studies and “war stories,” Wallock will show how professional service teams can uncover and qualify customer requirements earlier in the sales process, ensuring that the project’s scope is thoroughly understood from the outset, and that customer expectations and deliverables are well documented. Ultimately, Wallock will show, such procedures result in larger sales contracts and more satisfied customers.

TPSA is the technology professional services industry’s premier organization and the spring Summit, themed “Setting the Annual PS Plan,” is focused on the professional-services-planning process to provide attendees with the data, experience, and peer interaction needed to build a great professional services plan.

“We’re delighted that Matt will be sharing some of Intervoice’s secrets with us at the TPSA Summit,” said Thomas Lah, TPSA executive director. “It’s great to get the practical, hands-on perspective from members like Intervoice.”

Wallock has more than 10 years of consulting experience in professional services, performing strategic assessments and business-process improvement and redesign, and leading teams in the technology implementation. His expertise spans call management systems, IVR, CTI, and web self-service for retail, industrial, electronics, communications, services, technology, healthcare, entertainment, and energy clients.

About Intervoice

Intervoice is a world leader in unified communications, providing scalable, switch-independent software and professional services that power standards-based voice portals, multi-channel IP contact centers, and next-generation mobile-enhanced services. Since 1983, Intervoice solutions have been used by many of the world’s leading banks, communications companies, healthcare institutions, utilities and government entities. With more than 5,000 customers in 75 countries, Intervoice helps enterprises and network operators stay competitive by offering their customers best-in-class services. Intervoice Voice Portal, IP contact center software, IMS-enabled messaging products, Media Exchange™ platform and custom-built and packaged applications are available on-premise and, selectively, as managed or hosted services by Intervoice. For more information, visit www.intervoice.com.

About TPSA

The Technology Professional Services Association (TPSA) is the first and only organization for executives who create, produce, deliver, manage, measure, and optimize technology services in the world’s leading corporations. Member companies represent a diverse group of market segments including hardware and software products, systems integration, on-demand hosted applications, and value-added solutions. Through membership collaboration and management expertise, TPSA provides the information, concepts, models, and best practices required for success in the critical professional services component of the technology enterprise. For more information, visit www.tpsaonline.com.

US MEDIA CONTACT:                    

Mary Ellen Ynes                            

A&R Edelman                            

650-762-2849

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Dallas, TX (Vocus) March 30, 2007

Intervoice, Inc. (Nasdaq: INTV) today announced the winners of its Innovative Solutions awards during its “Interactions 2007” user conference. Several hundred industry leaders from 17 countries are attending the conference, which emphasizes the growing needs of enterprises around the world to provide high-touch, personalized services to their increasingly sophisticated and technology-savvy customers.

Three companies were honored in the Innovative Business Solutions category for their creative approach to tackling tough business challenges and generating results that improved service to their customers, in addition to a substantial return-on-investment (ROI) for the companies. The award-winning companies are:

Atmos Energy Corporation (NYSE: ATO), Dallas, Texas
EchoStar Communications Corporation, Evergreen, Colo.
Travelocity (NYSE: TSG), Southlake, Texas

In the Innovative Technology Solutions category, awarded to companies that demonstrated resourceful uses of developing technologies or service deployment strategies, three companies were honored:

JPMorgan Chase Retail Technology Services (NYSE:JPM), New York, N.Y.
Sirius Satellite Radio, (Nasdaq: SIRI), (New York, N.Y.
Redcats UK, Yorkshire, United Kingdom

Three companies earned plaudits for Innovative Customer Service Solutions with significant achievements in managing the complex task of exceeding their customers’ expectations. The award-winning companies are:

T-Mobile USA, Inc., Bellevue, Wash.
Tuition Management Systems, Warwick, R.I.
Blue Cross and Blue Shield of Alabama, Birmingham, Ala.

“Interactions 2007” is the tenth annual conference for Intervoice customers, whose ranks include 77 of the 2006 Fortune 100, the world’s largest financial services firm, the world’s largest retailer, the largest and oldest news organization in the world, and 30 U.S. Federal government agencies. The Intervoice customers in attendance, representing some of the most respected voice portal and contact center implementations in the world, have been sharing best-practices strategies and presenting case studies throughout the conference..

About Intervoice

Intervoice is a world leader in unified communications, providing scalable, switch-independent software and professional services that power standards-based voice portals, multi-channel IP contact centers, and next-generation mobile-enhanced services. Since 1983, Intervoice solutions have been used by many of the world’s leading banks, communications companies, healthcare institutions, utilities and government entities. With more than 5,000 customers in 75 countries, Intervoice helps enterprises and network operators stay competitive by offering their customers best-in-class services. The Intervoice Media Exchange™ platform, IP contact center software, IMS-enabled messaging products, and custom-built and packaged applications are available on-premise and, selectively, as managed or hosted services by Intervoice. For more information, visit www.intervoice.com.

Intervoice is a registered trademark and Media Exchange is a trademark of Intervoice, Inc

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DALLAS (Vocus) March 9, 2007

Intervoice, Inc. (NASDAQ: INTV) will be focusing its upcoming user conference on the key issues its enterprise clients are facing, the company said today. The conference’s theme, “Interactions 2007: Making it Personal” emphasizes the growing needs of Intervoice clients to provide high-touch customized services to their increasingly sophisticated and technology-savvy customers. The conference will offer five topical categories for attendees, including Speech, Voice-over-Internet-Protocol (VoIP), VoiceXML, Contact Center Personalization, and Hosted/Outsourcing Solutions. For information about Interactions 2007, visit the website at www.intervoice.com/index.php/interactions.html.

Several hundred industry leaders are expected to attend the conference that will take place March 26-29, 2007 at the Marriott Legacy Town Center, Plano, Texas. Executives from 17 countries have registered, according to Interactions 2007 Host Ernie Cote. “Top companies from around the world are coming, including the five-time J.D. Powers Award winner for wireless customer service and the Canadian bank that’s twice earned the highest IVR customer satisfaction scores in North America,” Cote said. “From the UK, we’ll be hearing from a retailer that’s the global leader in home shopping for apparel and home furnishings, as well as from one of America’s top cable television shopping networks whose call center handles more than 66 million calls a year.”

Interactions 2007 is the tenth annual conference for the Intervoice customer base, which ranks among the largest in the industry. Intervoice customers, representing some of the most respected voice portal and contact center implementations in the world, will share Best Practices and offer case studies during the 24 program tracks, sessions and round table discussions. Intervoice’s decades-long customer list includes 77 of the 2006 Fortune 100, the world’s largest financial services firm, the world’s largest retailer, the largest and oldest news organization in the world, and 30 U.S. government agencies.

About Intervoice

Intervoice is a world leader in unified communications, providing scalable, switch-independent software and professional services that power standards-based voice portals, multi-channel IP contact centers, and next-generation mobile-enhanced services. Since 1983, Intervoice solutions have been used by many of the world’s leading banks, communications companies, healthcare institutions, utilities and government entities. With more than 5,000 customers in 75 countries, Intervoice helps enterprises and network operators stay competitive by offering their customers best-in-class services. Intervoice’s Media Exchange platform, IP contact center software, IMS-enabled messaging products, and custom-built and packaged applications are available on-premise and, selectively, as managed or hosted services by Intervoice. For more information, visit www.intervoice.com.

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Dublin, CA — November 14, 2008

In a tough economy many enterprises prefer to delay major equipment purchases and extend the life of the call center infrastructure they already have in place. PSS, one of America’s fastest growing providers of contact center software and services, has successfully met another year of carrier-level 99.999% system uptime goals for legacy IVR platforms that PSS manages for a major U.S. service provider. This marks the third consecutive year that PSS has met uptime goals for the twelve-year-old, multi-thousand port Nortel IVR systems operating under a PSShelp Extended Life maintenance and support service contract.

Because PSS can keep legacy systems performing reliably well beyond their typical life span, customers have more flexibility to upgrade or replace their call center infrastructure at a time of their choosing. This larger planning window can help customers better manage the timing of large capital investments and increase the availability of funding for projects that can improve existing IVR and CTI utilization- such as usability improvements, application development, or call routing tune-ups.

“In this economic climate, companies enter the budgeting season with plans that limit capital spending,” explained Dan Miller, Sr. Analyst at Opus Research. “We see a growing number of firms turning to third-parties to cap the risks and expense associated with care and feeding of existing customer care, communications and self-service infrastructure.”

“Our Extended Life services for IVR and CTI systems have benefitted many customers who appreciate flexibility in both good and bad economic times,” said Todd Funk, CEO of PSS. “At the request of our customers, we’ve recently expanded the offering to cover PBX systems as well.”

Learn more about PSS support for legacy Nortel IVR systems

Follow PSS on Twitter: www.twitter.com/psshelp

About PSS:

PSS helps enterprises transition gracefully from legacy to next generation contact center infrastructure. Through a unique combination of products, services, and 24x7x365 Extended Life support, PSS customers can transition to VoiceXML, VoIP, CTI, SOA, and Web Services as rapidly or gradually as business priorities demand. Recognized as one of the fastest growing private companies in America, PSS customers include American Express, AT&T, US Airways, Wells Fargo, and United Healthcare. PSS partners include Genesys, Holly Connects, Nortel, Verizon, and Voxeo. For more information, visit http://www.psshelp.com/

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Salt Lake City, UT — October 30, 2008

UCN, Inc. (NASDAQ: UCNN), the market leader in on-demand contact center software for intelligent contact routing and agent improvement, will hold a conference call on Thursday, November 6, 2008, at 4:30 p.m. Eastern Time to discuss results for the third quarter ended September 30, 2008. Financial results will be issued in a press release after the close of the market the same day.

UCN CEO Paul Jarman and CFO Brian Moroney will host the presentation, followed by a question and answer period.

Date: Thursday, November 6, 2008

Time: 4:30 p.m. Eastern Time (1:30 pm Pacific Time)

Dial-In Number: 1-800-862-9098

International: 1-785-424-1051

Conference ID#: 7UCN

Please call the conference telephone number 5-10 minutes prior to the start time. An operator will register your name and organization and ask you to wait until the call begins. If you have any difficulty connecting with the conference call, please contact the Liolios Group at (949) 574-3860.

A replay of the call also will be available via telephone after 7:30 p.m. Eastern Time on the same day and until November 13, 2008:

Toll-free replay number: 1-800-677-6124

International replay number: 1-402-220-0664

(No passcode required)

About UCN™ and inContact®

UCN, Inc. (NASDAQ: UCNN) is the market leader in call center software applications for contact centers including multi-site and remote workforces. The UCN inContact platform intelligently routes multi-media contacts to agents anywhere while improving management visibility, agent productivity and agent retention. UCN’s patented software includes an enterprise-grade virtual ACD with skills-based routing, IVR, speech recognition and CTI. Agent performance optimization features include customer experience surveys and agent scoring analysis, call monitoring, call recording, workforce scheduling and forecasting, hiring tools to reduce attrition, and targeted training delivered to the agent desktop. The inContact all-in-one on-demand platform provides rapid application development tools for IT control, no capital expenditure, Fortune 500-compliant security, and a 24/7/365 managed network with carrier-grade redundancy. To learn more about UCN, visit www.ucn.net.

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Working Solutions Logo

Plano, Texas (Vocus) January 26, 2010

Working Solutions, a leader in agent and technology solutions for contact centers, expects significant growth this year. Recent forecasts by industry analysts have shown a continued increase in the use of home agents, and hosted contact center technology is also gaining huge momentum. If both internal and external forecasts are correct, Working Solutions anticipates an increase in year-over-year revenue by 35%.

Last year, their affiliate company, WS iNet, was honored as Genesys Laboratories Emerging Partner of the Year, after becoming the first to host Genesys’ technology in support of home-based agents. The multi-million dollar deal aligned the Genesys contact center software with Working Solutions’ Agents OnDemand program and WS iNet, which focuses on the hosted technology model.

Tim Houlne, CEO of Working Solutions commented, “2010 looks to be an explosive year for both our company and the industry as a whole. We’ve had a number of customers come to us recently in need of flexible, low cost, and high quality solutions for their contact centers. Our ability to offer home agents, facility-based agents, hosted technology, or any combination of the three, puts us in a very unique and fortunate position.”

About Working Solutions: Since 1996, Working Solutions has helped corporations control costs while improving the customer experience. Working Solutions partners with forward-thinking companies that understand the value of aligning the contact center with the organization’s objectives. A pioneer in the virtual call center industry, Working Solutions, along with affiliate companies WS Live and WS iNet, continues to be the industry leaders with experienced agents, proven technology, and comprehensive processes. For more information, visit www.workingsolutions.com.

About WS iNet: WS iNet, an affiliate company of Working Solutions, hosts intelligent, on-demand contact center technology to clients needing a flexible, robust, cost-effective solution. A leader in delivering innovative contact center technology, WS iNet partners with its clients to achieve optimum customer engagement, satisfaction, and loyalty.

About Genesys Telecommunications Laboratories, Inc.: Genesys, an Alcatel-Lucent company, is the only company that focuses 100 percent on software to manage customer interactions over the phone, Web and in e-mail. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. From the contact center to the back office, Genesys helps stop customer frustration, drive efficiency and accelerate business innovation. For more information, go to www.genesyslab.com.

Media Contact:

Aaron Kannowski

(972) 202-5680

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