Compare Call Center Software

Presence Technology offers scalable and flexible advanced Contact Center solutions that optimize resources and increase the effectiveness of interactive company-customer processes – conversations. Presence believes the Contact Center is a critical element in customer-company relations, independent of size; good Customer Service never goes out of style. Our customer-oriented service has led to us to develop solutions that meet the specific needs of each user and focus on solving the specific challenges of each particular case. The Presence suite adds great flexibility to the Contact Center dynamic, in addition to directly improving service productivity margins with a return on investment that cannot be matched. The Presence Suite is currently the most complete Contact Center solution in the market. It has been designed to improve management by providing high quality and great customer satisfaction.
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Find out how leading edge voice self-service applications can improve customer service levels and drive operational efficiencies. Altitude Voice Portal is a powerful software-only platform that delivers a superior voice self-service experience through the pre-integration of best-of-breed speech technologies. Altitude Voice Portal supports both VoiceXML and Altitude Scripting Language (ASL) and runs on of top of SIP, CTI, CAS and ISDN links.
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Santa Monica, CA — June 9, 2010

In the spirit of election season, here are 8 tips from telecom expert CallFire for developing an online Political marketing strategy or GOTV campaign in the Cloud. CallFire attempts to highlight trends in online political warfare specifically in the 2010 election cycle.

#1 Market your candidate in search results on Google and Bing

Around election time people will be searching these and other search engines by candidate name. Your search result should appear for similar queries and any relevant permutations. Consider showing your candidates ad whenever someone searches for the names of political opponents.

#2 Place site-targeted ads for your candidate on Political websites

Content match advertising allows you to place video or text ads for your candidate across various websites and mobile devices. Consider targeting geographically relevant local news websites and the political news sections of nationally read publications Huffington Post and Politico.

#3 Accept campaign contributions online, via telephone and snail mail

Make it blatantly obvious how supporters can donate to your campaign. Services like Google Checkout, CampaignPay and PayPal allow you to build web-forms to accept online donations. Seemingly simple variances in ad-copy and your call-to-action text can result in considerable percentage changes in your collections efforts. (Fast forward to minute 18:00 to watch Dan Siroker discuss how small changes in user interface design can change donation outcomes.)

#4 Enable volunteers to make voter-outreach calls from home

Some volunteers prefer to work from home. In 2008 and 2010 we saw an increase in on-demand Virtual Call Centers usage by political folk. Solutions like CallFire’s own Cloud Call Center and Five9’sVirtual Call Center software allow volunteers to be geographically distributed areas of the United States.

#5 Survey your population via telephone and social media

Make calculated efforts to collect data on your voting population with online & telephone surveys. For example Facebook and Twitter support applications like RealPolls, providing an easy tool to survey Facebook users. Toll Free feedback hotlines can easily be set up using a Cloud IVR system like CallFire or Angel. Advertising an anonymous feedback hotline allows voters to freely voice their opinions, giving them the opportunity to be heard.

#6 Tailor communication by age, location & political affiliation

If you’re mobilizing volunteers for phone banking, ensure voter-lists are paired with volunteers of similar backgrounds. This creates trust and increases the chances they will discuss issues of mutual importance. For email campaigns, be sure to address issues important to that specific voter. Electronic communication affords you relevance and micro-targeting like never before.

#7 Try the “Google Surge” (no, it’s not a dance move)

The phrase “Google Surge” or “network blast” refers to practice of buying all online ad real-estate for a single ad-network in a given geo-targeted area. A network surge can cost anywhere from M-20M per surge but ensures thousands in your geographic area will see an ad from your candidate.

#8 Partner with an experienced Political Technology company

Experience trumps all, so if you’re late to the game and don’t want to architect your Cloud campaigning solutions in-house, we suggest you find a great technology partner. We recommend a company like Action Kit or an experienced creative political consultancy like CraftDC. If you can’t afford one, a hosted CRM such as Salesforce or Leadmaster platform can be used to manage your outreach efforts.

To accurately measure your outreach efficacy you must define quantifiable success metrics!

The modern political campaign seeks not only brand awareness, but also interaction and voter education. Always question your assumptions, rely on real-time data feeds and create innovative ways to connect with voters.

About CallFire:

CallFire is an industry leader in cloud telephony services that makes using VoIP simple. CallFire specializes in providing high-availability systems, beautiful user interfaces, furious developer support, and unparalleled customer care. Our products include hosted power dialing for agents, voice broadcast, toll free numbers, call tracking analytics and voice APIs. Our tools help developers, carriers & publishers build useful telephony applications. CallFire is located in Downtown Los Angeles and is comprised of a friendly group of intellectuals with aspirations to revolutionize how companies do business.

For your reference

Patrick Michael Kane – Technology driven political advocacy expert

Website: http://www.actionkit.com

Brian Donahue – Political Consultant & Founder of Craftdc.com

Website: http://www.CraftDC.com

Dan Siroker Video: “How We Used Data to Win the Presidential Election” Stanford University & Dan Siroker – the former Data Analytics Manager for the Obama campaign.

Youtube: http://www.youtube.com/watch?v=71bH8z6iqSc

Election Assistance Commission – Data from 2008 http://www.eac.gov/News/press/eac-releases-data-from-2008-presidential-election

Contact:

Becky Siegel

213-221-2218

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Related Callfire Press Releases

Alexandria, VA — June 20, 2008

Teresa Sinel, Director of Brand Ambassador Relations with VIPdesk, will be presenting “The Home-Based Call Center: How to Make Yours a Success” on June 25, 2008 at Call Center Week. This two-hour workshop will review how to successfully launch and manage a home-based call center, covering topics including the growth of the home-based call center industry, benefits of home-based call centers vs. brick-and-mortar call centers, and when to choose a home-based vs brick-and-mortar call center.

VIPdesk, a pioneer of premium home-based contact center solutions and Concierge Services, specializes in delivering virtual call center solutions and concierge services to national brand leaders in several industries including retail, travel, auto and financial services.

The home-based, or virtual call center model has increased in popularity in recent years as an alternative to the traditional brick-and-mortar call center. Virtual call centers allow businesses to cut costs while simultaneously increasing customer satisfaction. There are estimated to be over 150,000 home-based customer service agents in the U.S. today, a number that is predicted to grow exponentially in the near term.

“I am excited to have the opportunity to connect with the Call Center Week audience, and really get into detail about what makes the home-based call center model work,” says Sinel. “Call Center Week attendees are an impressive audience of forward-thinking call center industry executives and I am really looking forward to collaborating with them.”

In addition to presenting “The Home Based Call Center: How to Make Yours a Success”, Sinel will be the chairperson for the Talent Management track of the conference, moderating all Talent Management sessions.

To find out more about VIPdesk, visit http://www.vipdesk.com.

About Call Center Week:

The 9th Annual Call Center Week is the most anticipated Call Center conference this year. The event includes 5 unique tracks catering to different levels of advancement/maturity, BtoB and BtoC, service, and both inbound and outbound call centers. Call Center Week features 9 award winning keynotes, 40+ new speakers, 35 track sessions; 4 Blue Sky Sessions, 12 workshops, 2 master classes, 3 site tours and the Call Center Excellence Awards. In addition, Call Center Week features an expansive exhibition hall and over 12 hours of networking opportunities. For more information about Call Center Week please call 1-800-882-8684 or visit the website at: www.callcenterweek.com

About VIPdesk:

VIPdesk is the pioneer of premium home-based call centers and Concierge Services. We offer virtual customer care services to global brand leaders in industries including financial services, travel, retail and automotive services. We serve more than 70 blue-chip clients with over 10 million customers and are continually recognized as a progressive industry leader as evidenced through numerous awards, including the Inc. 500, Inc. 5000, NCBEA Business Ethics Award, Stevie Awards for Women in Business and Smart CEO Future 50. For more information, visit www.vipdesk.com.

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Vmukti.com provide web conferencing , online meeting and video streaming. This is VMukti 1.1 Call Center Recycle User Guide Video. For more info : www.vmukti.com contact@vmukti.com
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Vmukti.com contact center solutions, call center software and Video for creating Non-Collaborative Module-part 1 For more info : www.vmukti.com contact@vmukti.com

The Multiple Users Capacity of the Oracle Contact Center Anywhere Software

Promero is what is known as a Hosted Call Center Solution Provider, and one of the key call center software products that it offers to call centers is the Oracle Contact Center Anywhere Software. Basically, a Hosted Call Center Solution Provider will absorb all the headaches that come with installation and use of call center software by client call centers. That means that, if you buy your Oracle Contact Center Anywhere Software from Promero, they will not only install it for you but they will also help you with any problems or issues that crop up. Although the Oracle call center software will help you create a virtual call center environment for your call center system to use, this does not mean that you do not need help installing it anymore.

By letting Promero handle virtual call center issues (which are common with multiple-user environments), your call center will find it easier to cope with your normal customer relationship management problems. Some things are best left to the experts to handle (unless your organization intends to become an expert at this call center technology as well.) But that may entail your organization becoming an Oracle Certified Partner (like Promero is now) rather than just simply knowing how to use the call center technology.

The Oracle Contact Center Anywhere call center software is classified as a hosted call center solution, meaning you allow Promero as the hosted call center solution provider to handle hosting for you so that your call center will only need to function using the Predictive Dialer call center technology and by using the simple hardware like a USB headset, Internet access, and a standard PC for your multiple users (or agents.) As you can see, this helps reduce overhead for your call center which would traditionally go towards real estate rental or construction; while allowing you to benefit from the Promero level of experience in management of the Oracle Contact Center Anywhere call center solution.

Actually, use of a call center software and hiring a hosted call center solution provider are very beneficial to management of a multiple-user contact center because they allow for your many company agents to focus on customer relationship management issues that are closely related to your product or service, rather than get bogged down in trying to figure out how the call center software and system work. You will find the assistance of the Promero technical support team to be invaluable especially since their techies are on call 24 hours a day, year round. Since it is already a tough job trying to handle multiple users in one call center, Promero can help make your call center job function better.

Miami, FL — July 15, 2009

The Latin American Call Center Association (LACCA) today announced the availability of a toll-free hotline to help answer questions during this hurricane season. U.S. callers to the hotline will receive information regarding hurricane preparedness, storm development, hurricane tracking, shelter locations, evacuation information, etc. Call center representatives from the LACCA member companies will staff the toll-free number throughout the hurricane season, as the National Hurricane Center issues the first Tropical Storm Watch Alert. The number is 888 99HURRICANE and it will be answered from 9 a.m. to 5 p.m. Monday through Friday throughout the various stages after the first alert is issued.

“We are very proud to be able to offer these services, which are funded by our member organization. They have provided us with a team of representatives who are now trained to work the hurricane hotline and offer assistance to our callers” said Isabelle Fuentes, LACCA Director and founder of the LACCA.

About The Latin American Call Center Association:

The Latin American Call Center Association was founded to inform companies in the United States of the great opportunity that exists in the call center industry in the “nearshore” – Latin American region. Most importantly, the LACCA serves as a guide to those businesses who are interested in relocating their business to the area.

The Latin American Call Center Association’s mission is to attract U.S. companies through their marketing efforts; show them the benefits of relocating their call center operation to the area; and finally assist them in setting up their call center operation or recommend an existing call center outsourcer.

Further information can be found at http://www.latinamericancallcenters.com.

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Profit And Productivity Multiplier ?Predictive Dialers

Predictive dialer is a call center solution that has enhanced productivity of agents manifold by saving on their precious time. It has liberated agents from tedious process of selecting and dialing a number, listening to busy signals, wasting time on wrong numbers or answering machines.
Step ahead from auto dialers that merely dial the numbers, predictive dialers only connect agents to calls that are actually answered by people and thus save time and open an opportunity for agents to give their product presentation for more clients. Besides in case of inbound call centers , as soon as a customer calls, Automatic Call Distributor, acting on the instructions given to handle the call, distributes it to agents or IVR response system after filtering on factors like number of the caller, country of origin, agent availability, agent with special skill set among others. A call reaches live agent only when the query is complicated, otherwise the calls are transferred to Interactive voice response (IVR) , where the query of customer is smoothly resolved by directing him through various menu options via pre-recorded messages.
An ideal prediction about ‘when to dial’ is made by predictive dialers using a complex mathematical formula. It also takes into count many factors like the average phone call length, average number of rings before a customer picks up the phone, percentage of dialed phone calls that are answered, average length of talk time on each phone call, number of telemarketers using the system and desired abandonment rate.
The technology that works behind predictive dialers is completely computerized. The dialer is connected to multiple agents and has several outbound lines. It calls several numbers in one and predicting time ensure that telemarketer and customer get connected without any wastage of time on either side. Christened as a blessing for telecallers, predictive dialers are a great help when it comes to keeping phone calls, leads and appointments in order. Besides, they are a blessing for a customer who gets the desired information quickly.
A basic system is ideal for call centers that just wish to increase the productivity of telecallers and they need not spend extra money and opt for predictive dialer with advanced features. But then, large call centers often wish to have all possible advantage. They can install predictive dialers with digital recording, IVR, branched scripting, in-depth reporting abilities, inbound/ outbound/ blended features, wage calculators, etc. It has been proved time and again that companies that have opted for predictive dialers have increased their sales and live contacts by 300 per cent., besides with them companies can run multiple campaigns simultaneously.

Schwaps (www.schwaps.com) founder, Justin McClelland (http chronicles his company in its beginning phase. In this video he gives an overview of his experience with the CallFire IVR service.
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SCRP Callfire Training – 2010
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Alexandria, VA — June 3, 2008

VIPdesk, a pioneer of premium home-based contact center solutions and concierge services, has released a new version of their online Recruiting Portal to support the company’s active recruitment of thousands of home-based customer service contractors. The recent enhancements to the Recruiting Portal streamline the application process for the company’s home-based call center opportunities, allowing everyone interested in working as an independent contractor with VIPdesk to start the online qualification process immediately at www.vipdesk.com/connectrecruiting.

The new features of the VIPdesk Recruiting Portal allow the most experienced, best-equipped customer service contractors in the call center, retail, and travel industries to apply for opportunities with VIPdesk as Brand Ambassadors. VIPdesk Brand Ambassadors represent leading products and services from around the globe, responding to customer inquiries and providing an unparalleled customer experience for VIPdesk clients.

“VIPdesk is actively recruiting for thousands of home-based customer service contractors via our updated online Recruiting Portal, which allows potential applicants to apply for opportunities with VIPdesk in the easiest manner possible,” says Mary Naylor, CEO and Founder of VIPdesk. “The new streamlined qualification process provides prospective candidates with up-to-date communications, informing potential Brand Ambassadors of their progress at each step in the qualification process.”

Qualified customer service contractors interested in partnering with VIPdesk can look forward to joining a network of highly professional and entrepreneurial Brand Ambassadors located all throughout the country. Candidates will also have the opportunity to work with our best-in-class support team while representing premium, name brand products and services to our client’s customers.

VIPdesk specializes in delivering concierge and virtual call center services for national brand leaders in several industries that include travel, auto, financial services and retail; by providing high-touch, high-tech branded service platforms that deliver results and real return on investment. To find out more about VIPdesk, visit www.vipdesk.com.

About VIPdesk

VIPdesk is the pioneer of premium home-based call centers and Concierge Services. We have been offering home-based solutions since 2000 and currently work with global brand leaders in industries including financial services, travel, retail and automotive services. We serve more than 70 blue-chip clients with over 10 million customers and are continually recognized as a progressive industry leader as evidenced through numerous awards, including the Inc. 500, Inc. 5000, NCBEA Business Ethics Award, Stevie Awards for Women in Business and Smart CEO Future 50. For more information, visit www.vipdesk.com

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