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McLean, VA — May 4, 2009

Angel.com, a leading provider of on-demand business voice solutions, today introduced Spring Forward, the most recent version of the company’s product offering. Spring Forward includes a number of new features that are designed to “put the caller first?” or improve the customer’s overall call experience by making automated call systems easier to use, and more efficiently solving caller’s problems.

“In this tough economy, companies are looking for ways to better connect with their customers and make sure that they are happy so they keep coming back to the business,” said Dave Rennyson, President and COO of Angel.com. “The Angel.com Spring Forward release offers new features and enhancements that not only offer more personalized support for callers, but also helps our customers maximize the productivity and efficiency of their business.”

Spring Forward includes a number of new features for Virtual Call Center customers, including enhanced visibility and access options for agent and supervisors. These new features enable better call handling and management of call center operations, insuring increased service levels to callers.

Additional functionalities include:

o    Fully customizable system prompts. Enhance customers’ brand and creates a consistent call experience.

o    Enhanced voice recognition. Through improved date grammar, enables customers to communicate more effectively and complete transactions within the IVR system.

o    VIP or priority caller management. Shortens hold times for priority callers with the ability to set maximum hold time in queue.

o    Flexible transfer options. With Spring Forward, Angel.com makes it easier to transfer to any country in the world.

Contact an Angel.com account executive for pricing information.

About Angel.com

Angel.com is a leading provider of on-demand call center and Interactive Voice Response (IVR) solutions, which enable organizations to quickly deploy enterprise-level telephony applications. More than 1,600 customers turn to Angel.com’s proprietary Voice Site technology to power customer service and marketing functions using intelligent speech recognition that can automate most phone-based interactions. Angel.com’s solutions are built on the Software as a Service (SaaS) platform and require no investment in hardware, software, or human resources, balancing the need for high quality communications with affordable pay-as-you-go pricing. For more information, visit http://www.angel.com.

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How Will a Virtual Call Center Benefit Your Company?

More and more companies are now choosing to use a virtual call center to handle the influx of calls that they receive on a daily basis. As a business owner, you should consider how one of these call centers can help improve the productivity at your own company. You will find that they have a number of great benefits to offer, and they are able to handle just about any type of company’s needs.

One of the things that scare off some small to medium sized business owners is the cost. They believe that the cost is prohibitive and that they would be spending far too much money on the remote call center. That is a myth though. When you consider how much it would cost just to hire a single extra person to handle incoming phone calls, the price difference is easy to see. Hiring a new employee would mean that you have to pay for their salary, training, vacation, and benefits. The virtual call center is far more cost effective.

A great benefit that you will find with the call centers is the quality service that the operators can offer. They have plenty of experience when it comes to answering phones and dealing with customers and clients. Their experience means that they can answer the phones professionally, the can calm a customer down, and they will be able to send you the important messages that you need. Most customers would much rather speak with a receptionist from a virtual call center than just leave a voicemail.

Another benefit of the call centers is that you can have someone available to answer your phones around the clock. Even when you are home sleeping, on vacation, or taking the weekend off, someone will be there to answer all of your customer calls. They may still need to contact you, and the virtual receptionist will be able to forward any vital messages that you might need to take care of before a problem grows larger.

The best of the virtual call centers will be able to send you the messages in different forms. You can receive them via email, text messages, or voicemail. If the call needs to be taken care of right away, they will even be able to send the call directly to your phone. With all of the benefits are easy to see, isn’t it time to start using one of these call centers?

Virtual call center services: Essential services for every business

Nowadays, every small, medium and even larger company is recognizing that they no longer need to employ and pay a fill time member of staff to work as receptionists to answer calls. Most of these companies are outsourcing to a telephone answering service is fast becoming the norm for many industries as it is cheaper than employing, and it avoids office space, sick days, and maternity leave issues to name but a few. Working out exactly how a telephone answering service is going to fit into an existing organization can, for some, be the biggest headache in getting started. There are many advantages with these telephone answering services.

There are many virtual call center services are available through the world and all of these services available at affordable rates. A virtual call center has geographically dispersed employees working for the same organization. Sometimes they may be in groups in smaller centers and many employees even work from home.

Virtual office employees also mostly work from their homes or smaller offices situated near their homes. This kind of arrangement offers them flexibility and saves them the time they would have otherwise spent for commutation. It has also been seen that employee retention rates in such companies are far more than that of the traditional workplace.

In these telephone answering services, some of the companies are providing virtual office phone services. A virtual office phone system provides affordable telecommunication products for excellent desktop performance.From entry level to advanced products, virtual phone systems can evolve with changing needs within a corporate or home environment.

Virtual office phone services can provide the necessary information to determine the needs of each business. With superior service, conference calling can be clearer with fewer background noise including adjustable individual speakers. Features include online account management with call forwarding, caller ID, three way calling and speed dialing. Active voice systems can be integrated to work through a fax machine, computer or telephone and many more.

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Burlington, MA — January 25, 2010

OnState Communications, a provider of on-demand virtual call center and virtual PBX Business Presence™ communications systems, today announced that the company has added new features to improve the end-user experience of its products while also adding more management insight and control. Key features available in the Winter ’10 release are full dashboard integration with Google, new live chat options that improve customer service and agent efficiency, outbound dialer enhancements to aid in campaign optimization, and reporting metrics for greater management visibility and agent optimization.

Google In The Agent Dashboard

To complement existing use of Google Voice and Google Talk as part of its virtual PBX and call center software solutions, OnState has fully integrated Google Talk into the agent dashboard. Now, using a single dashboard interface, agents can receive chat requests and incoming calls using Google Talk embedded in the OnState system. This addition continues OnState’s tradition of device independence by allowing customers to use their respective device of choice—including existing telephony equipment, SIP, Google, and Skype—and having that device integrate seamlessly into the OnState system. It further continues full dissemination of Business Presence across all members and partners of the enterprise, aiding with finding available experts for enhanced customer responsiveness, not matter where the individual resides or what device is in use.

Agent Live Chat Sessions

Call center supervisors and administrators now have more flexibility when it comes to agent live chat sessions. The OnState system can be configured to allow an agent to handle any number of simultaneous live chat sessions, and can also be configured to allow the agent to receive a voice call while chat sessions are in progress. This adjustable combination provides greater call center agent efficiency while also tailoring interactions for customer service effectiveness. It further facilitates chat requests converting seamlessly into voice calls, voice calls being augmented with simultaneous chat, and chat session turning into co-browsing and screen share sessions with the use of applications like Yuuguu.

Outbound Call Center Campaign Optimization

Managers of outbound call centers will notice a helpful feature in the new OnState release that allows outbound campaigns to be weighted. Should one campaign take priority over another, or should multivariate testing need to take place, this option can be used to reach the desired blend. OnState’s outbound autodialer also now includes greater reporting capabilities for rapid management insight and decision making.

Enhanced Call Center Reporting Metrics

In the Winter ’10 release, individual call center agents are now able to view more real-time performance metrics live on their dashboard. Further enhancements to the open XML data store provide call center supervisors and administrators the ability to view and customize additional information as it pertains to call queues, agent skills, and agents logged on to the system. OnState also enhanced graphic reporting elements that allow call center managers to easily determine, in both real-time and historical reporting, how agents are responding to customer inquiries.

Other updates in the Winter ’10 release include extensions to the OnState open web services for integration with other cloud- and premise-based systems, additional outbound dialing options, and greater flexibility in setting up and customizing menu routing.

Pat Kelly, CEO of OnState, said, “It is due to OnState’s true SaaS, network-based, and device-independent architecture that we are able to rapidly innovate and respond to enhancement requests from our customers and further cement OnState’s leadership in the virtual call center software space.”

About OnState

OnState provides real-time on-demand, Business Presence virtual call center solutions that are highly-functional and scalable. Using the company’s patented technology, OnState’s solutions ensure that customers are connected with the proper employee on the first try, every time, and independent of location or device, including existing telephony infrastructure, hard phones, soft phones, mobile phones, and communications collaboration tools. Founded by telecom pioneers who launched GeoTel Communications (acquired by Cisco Systems), OnState’s mission is to reduce business communication costs dramatically with its true SaaS communications solutions. For more information, email: sales(at)on-state(dot)com; Skype: onstate.sales; GTalk info(at)on-state(dot)com; call: +1 617-934-0381 or toll-free 1 866-532-5036; or visit OnState on the web at http://www.onstate.com.

All product and service names mentioned are the trademarks of their respective companies.

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Virtual Call Center, a Factor in Your Business

Call centers, as we all know, are a very effective means to increase the income of one company. Solving problems that customers or clients have by phone, giving them advice on how something from one company works, listening to their complaint and relay it to the related department so their service can be improved. All these things mentioned are the functions of a call center, wherein these functions a company can expect higher profits when they use this service. Despite the many advantages, it can also be disadvantageous, for example the high cost of the large number of workers and also for the maintenance cost. Here is where the virtual call center took place.

The virtual call center is basically the same as the normal call centers; the difference is the location where they work where virtual call center operators are spread throughout the world. They work in a smaller scale than the usual call center do, or maybe operating their work from their home. The cost to maintain these call centers is definitely on budget, because they don’t need to pay for a building expense. The only payment they need to fulfill is for the operators, that’s all.

Seasonal companies make good use of this new service, because their usual problem is to pay for maintenance and the building expense even when they entered their business in an inactive season. However, there is still doubt in this new method such as training their newbie sometimes becomes a problem because their positions are separated far away which could bring questions about whether or not the workers will act according to the company’s will. Just as the faith from the workers toward the company’s credibility could be a problem, i.e., salary fulfillment. However, all these problems can be solved if the company hires professionals in this field. When the business of a seasonal company entered an inactive season, the company doesn’t have to pay for the maintenance for this service which can save a lot of money.

Virtual call centers work in a very coordinated way. The time zone will no longer be a problem, if there are operators that are unable to work because the time in their places is midnight, the other operators from another country that may still in working hour can take their place. The business will go on normally without any customer/client felt abandoned. As a conclusion, the traditional call center is being replaced with the virtual call center because of all of the advantages it has, and that is why we must consider this virtual call center service for being applied in our business system.

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Burlington, MA — June 22, 2010

OnState Communications, a provider of cloud-based virtual call center and virtual PBX solutions, today announced the company has released the Spring ’10 version of its SaaS solution. Included in the new release are features that provide call center administrators greater visibility and control, and give call center agents greater flexibility and choice. Key features available in the Spring ’10 release include visual analytics and other management and reporting enhancements, new network-based call recording functionality, plus a number of agent productivity improvements.

Administrator Insight

Graphical elements have been added to OnState management dashboards to make it even easier for administrators and supervisors to observe agent performance and call center productivity. New color-coded performance Gantt charts let managers monitor agent activity and gauge call center responsiveness at-a-glance. Visual analytics help managers assess service levels and evaluate agent performance more quickly and easily so they can ensure the call center is operating in an optimal fashion and maintaining the highest levels of customer satisfaction.

Enhanced Supervisor Reporting and Control Capabilities

OnState real-time and historical reports have been enhanced to give administrators and supervisors even greater visibility into call center performance and agent productivity. Summary and detail level reports include additional information to help managers better evaluate staffing levels and service quality. New control features help managers maintain productivity and performance by overriding an agent’s state. For example, an administrator can log off a home-based agent who forgot to sign off at the end of his shift or log in an on-duty agent who has been on break for too long.

Network Recording on All Device Types

Calls using any device type–including landlines, mobile phones, SIP phones, and Internet phones like Skype and GTalk–can now be recorded in the network and stored using a variety of cloud-based, cost-effective options like Amazon, Salesforce or Google. If desired for security or compliance reasons, calls can also be stored on a server housed within a customer’s data center. Regardless of location, OnState customers can now enjoy the convenience, security and reliability of a network recording service that preserves critical customer recordings for quality control or compliance purposes.

Agent Convenience and Usability Enhancements

OnState’s Spring ’10 release gives call center agents more flexibility and choice in devices and communication and collaboration clients. Agents can now use multiple endpoints – POTS phone, PBX phone, mobile handsets, SIP endpoints, Skype, GoogleTalk – with configurable call-handling rules. For example, a field-based sales rep may choose to use a PBX phone when in the office, a mobile phone while on the road, and a POTS phone when working from home.

Pat Kelly, CEO of OnState, said, “OnState believes business communications should be about people, not phones. We optimize customer service and agent productivity by connecting customers to the right person, at the right time, regardless of network or device. The Spring ’10 release extends productivity and service quality even further by improving administrator insight and giving agents the flexibility and freedom they need to provide the best possible customer service.”

In conjunction with the Spring ’10 release, OnState is also announcing a native force.com version of its virtual call center and virtual PBX solutions. OnState customers using Salesforce.com professional or enterprise edition can now run virtual call centers and virtual PBXs within Salesforce.com by using OnState’s native application.

About OnState

OnState provides real-time on-demand virtual call center solutions that are highly-functional and scalable. Using the company’s patented business presence technology, OnState’s solutions ensure that customers are connected with the proper employee on the first try, independent of location or device — including existing telephony infrastructure, hard phones, soft phones, mobile phones, and communications collaboration tools. Founded by telecom pioneers who launched GeoTel Communications (acquired by Cisco Systems (NASDAQ:CSCO), OnState’s mission is to reduce business communication costs dramatically with its true SaaS communications solutions. For more information, call: +1 617-934-0381 or visit OnState on the web at http://www.onstate.com/about-us.

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Five Advantages to a Virtual Call Center

You may have already heard of the option of paying for a virtual call center.  Yes, it is an extra expense, and no one likes the idea of paying for something they don’t need.  However, you have to ask yourself: can you really afford not to look into this when customer service is so important nowadays?  Here are five advantages to ordering a virtual call center, that not only help save you money, but could also help increase your income.

1. A Virtual Call Center is Cheaper than Cheap Labor

Just think of how much it takes to hire a staff of receptionists—or even one receptionist!  We’re talking 0,000 a year easily.  Even half of that amount might be more than you can afford.  When you work with a virtual answering service, you are not paying a person’s salary—the company does that.  No, you are paying for the calls that are actually made.  Your total expenses will be a fraction of a full yearly salary.

2. A Virtual Call Center is Always Available

A remote call service is always available with an agent ready to take calls—and that includes weekends, nights and holidays.  When you order this type of service you are not just paying for one person’s help.  You are buying an entire company’s assistance, and they can guarantee a professionally trained operator at a moment’s notice.

3. A Virtual Call Center is Friendly

Personal answering machine messages, not matter how “personal”, just cannot compare with the human touch.  Your customers want to know that they are appreciated and “worth” a human being’s conversation.  Having a voice mail message is almost inconsiderate in modern times. 

4. A Virtual Call Center Lets You Customize Everything

Working with a remote call center lets you customize everything the operator will say, from answers to common questions, to greetings to even a call holding message.  Your customers won’t be able to tell they are dealing with a remote service.  For all they know, this operator is right there in your office!

5. A Virtual Call Center Can Instantly Deliver an Important Message

Last but not least, consider the advantage of message screening.  You can choose whether to deliver important messages to you via email, voice mail, text messaging or direct transfer.  You can use this for screening calls or just to respond to each message personally.

It’s like having your own personal secretary—at a fraction of an employee’s price! 

Learn how to set up Ifbyphone’s Call Distributor to establish a virtual call center for your small business.
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Newburyport, Mass. — July 6, 2009

OnState Communications, the leading provider of on-demand virtual call center and PBX business communications systems, today announced that its cloud-based call center and PBX solutions fully support Google Voice, the new voice communications management tool from Google. This support combines with existing Google Talk and Google Apps support as part of OnState’s virtual call center and PBX solutions, and allows Google users to retain all of the inherent product features while building upon them to improve customer-facing communications.

“With this new support, OnState allows you to turn Google Voice into a full-featured PBX or call center for a fraction of normal industry prices,” said Pat Kelly, CEO of OnState. “And while using Google Voice you can reap the benefits inherent to OnState, including multi-modal capabilities, business- and skills-based routing, seamless application integration, reporting and analytics, and our business presence capabilities.”

OnState adds to its product a business abstraction layer called business presence™. This information tracks the availability and activity of workers wherever they are – in the office, working from home, or travelling – and intelligently connects customers to employees based on worker availability, capability, or any other company-defined criteria. OnState combines its business presence knowledge with Google Voice, Google Talk, Google Apps, Skype, Salesforce, SIP, PBXs, and traditional desk and mobile phones to help companies optimize interactive communications amongst employees and customers, independent of device, network, or medium. Businesses can add Google Voice, Google Talk, and even video chat to customer-facing communications, websites, and applications with OnState, and use business presence to direct inbound inquiries to employees that can best serve the query based, independent of employee location or available in-use applications like PBX phones, Google Talk, Google Voice, PC phones, or mobile phones.

Google Voice is designed to facilitate personal communications, but is not well suited for customer-facing applications that allow a company to establish conversations based on business logic and job functions. Business presence layered on top of Google Voice and Google Talk helps companies extend the application to improve customer satisfaction and enhance worker productivity by connecting customers on the first attempt to the person who can best serve them. By allowing office workers, telecommuters, and mobile workers to leverage Google Voice and Google Talk, OnState delivers rich call center features to ordinary employees and everyday business functions at a fraction of the price of conventional premise-based solutions.

For more information on OnState’s Google call center and PBX solutions, visit http://www.on-state.com/google-solutions.html.

About OnState

OnState provides real-time virtual call center and virtual PBX business communications solutions that are simple and low-cost–and highly-functional and scalable. Founded by telecom pioneers who launched GeoTel Communications (acquired by Cisco Systems), OnState’s mission is to reduce business communication costs dramatically, replacing traditional hardware-based architectures with software-only, on-demand solutions. OnState’s solutions include Virtual PBX, Virtual Call Center, Quality Assurance, Outbound Calling and On-Line Business Chat, using integrations with Salesforce.com® and Google Apps®. For more information call: +1 617-934-0381 or toll-free 866-532-5036.

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Five Advantages to a Virtual Call Center

You may have already heard of the option of paying for a virtual call center.  Yes, it is an extra expense, and no one likes the idea of paying for something they don’t need.  However, you have to ask yourself: can you really afford not to look into this when customer service is so important nowadays?  Here are five advantages to ordering a virtual call center, that not only help save you money, but could also help increase your income.

1. A Virtual Call Center is Cheaper than Cheap Labor

Just think of how much it takes to hire a staff of receptionists—or even one receptionist!  We’re talking 0,000 a year easily.  Even half of that amount might be more than you can afford.  When you work with a virtual answering service, you are not paying a person’s salary—the company does that.  No, you are paying for the calls that are actually made.  Your total expenses will be a fraction of a full yearly salary.

2. A Virtual Call Center is Always Available

A remote call service is always available with an agent ready to take calls—and that includes weekends, nights and holidays.  When you order this type of service you are not just paying for one person’s help.  You are buying an entire company’s assistance, and they can guarantee a professionally trained operator at a moment’s notice.

3. A Virtual Call Center is Friendly

Personal answering machine messages, not matter how “personal”, just cannot compare with the human touch.  Your customers want to know that they are appreciated and “worth” a human being’s conversation.  Having a voice mail message is almost inconsiderate in modern times. 

4. A Virtual Call Center Lets You Customize Everything

Working with a remote call center lets you customize everything the operator will say, from answers to common questions, to greetings to even a call holding message.  Your customers won’t be able to tell they are dealing with a remote service.  For all they know, this operator is right there in your office!

5. A Virtual Call Center Can Instantly Deliver an Important Message

Last but not least, consider the advantage of message screening.  You can choose whether to deliver important messages to you via email, voice mail, text messaging or direct transfer.  You can use this for screening calls or just to respond to each message personally.

It’s like having your own personal secretary—at a fraction of an employee’s price! 

Want to increase customer responsiveness and website conversion rates for your business? Implementing live chat on your corporate website can increase the efficiency of your staff, improve customer responsiveness and customer loyalty, increase your online conversion, and decrease your sales cycle. View the full 36-minute webinar at www.onstate.com

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St. George, UT — September 1, 2010

TCN, Inc. today released next-generation call center technology: the TCN SoftPhone. Now TCN clients can utilize on demand TCN’s full Virtual Call Center suite of products to contact customers – without having to purchase a single phone or to engage a telco provider.

Client call center agents need only plug headsets into their work station computers and TCN’s SoftPhone functions as the entire telephone system through which agents can take inbound calls and place outbound calls via TCN’s Predictive Dialer or Interactive Voice Messaging components.

TCN’s SoftPhone features advanced reporting tools that provide managers with per-agent reporting in real time. Managers can place their mouse over the top of each agent’s icon to see that agent’s status and how long she has been in that status. Managers can also see how many hold calls are in queue, as well as immediate statistics for waiting, talking, and wrap-up time averages.

Managers can select to view all of this information based upon customized virtual hunt groups.

Additionally, agents can quickly add phone numbers to the Do Not Call List, and even have the option of placing an expiration date for these new additions to the List. The agent SoftPhone interface presents agents with all the traditional telephone functionalities, like a mute button and speaker and microphone volumes.

“Now, a call center needs only workstation PCs and a T-1 and their agents can be up and running using the latest call-center technology in literally minutes. Capital expenditures are a thing of the past; ease-of-use and on-demand customization are truly here,” explained TCN CEO Terrel Bird.

TCN offers free testing of its Virtual Call Center technology, including these latest innovations, to all takers. Call 888.235.3149, email sales@tcnbroadcasting.com, or visit www.tcnp3.com.

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