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Certified Center of Excellence

West Lafayette, Ind. — April 13, 2009

Become a certified manager from Center for Customer Driven Quality at:

Purdue University

Purdue Research Park

3000 Kent Avenue

West Lafayette, Indiana 47906

BenchmarkPortal | Contact Center Benchmarking, Certification, Training, Assessments, Industry Reports

Course Dates:

May 12-15, 2009 — Chicago, IL Plus tour of AMA Call Center Register Now

June 16-19, 2009 — Minneapolis, MN plus tour of GE Call Center Register Now

July 21-24, 2009 — Seattle, Community Health Plan of Washington Register Now

September 15-18, 2009 — Chicago, IL Plus tour of Bankers Life and Casualty Call Center

October 06-09, 2009 — Memphis, TN

October 13-16, 2009 — Los Angeles, plus tour at the Bosley Call Center

November 03-06, 2009 — Atlanta, GA Plus tour of State call center

December 01-04, 2009 — Phoenix, AZ

http://www.thecollegeofcallcenterexcellence.com

The course includes both lectures and case studies, which were developed by Dr. Jon Anton, Director of Research at Purdue, internationally recognized as a leader in Call Center Management. Class size allows one-on-one interaction with the instructors and enables managers and agents to network effectively with colleagues and industry peers. Typically participants include Call Center Managers, Directors and Vice Presidents. These courses will help better manage the call center and strengthen relationships with other departments (for example: Marketing, MIS and Telecommunications).

We provide complete course documentation for each attendee. As a participant one will receive a comprehensive workbook with over 100 pages and a sample case study – a document for easy reference when applying new skills at work.

The Courses offered by the College are taught by experienced instructors in Contact Center Management and Consulting. We believe this experience sets The College of Call Center Excellence apart. For managers looking to elevate the performance of their own skills and insights on a wide range of subjects there is no better program of courses.

Notes: Dress is business casual. A complimentary breakfast and lunch are provided.

For More Information:

In-person course information: 805.465.7201 extension 0

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George Benson and Al Jarreau “Live” in Manila “Givin’ It Up” Sept. 08, 2008

Los Angeles, CA — April 5, 2010

IVR Technologies, a leading software developer of IP enhanced services and real-time billing solutions, announced today the availability of Talking SIP 3.7. Talking SIP is a fully-integrated application, media, and billing server providing class 4/5 switching, registration, location services and enhanced services to next-generation service providers worldwide.

Talking SIP 3.7 continues to build upon the value proposition of the product through a new Hosted Call Center module that further delivers on Talking SIP’s mandate of driving revenue and margin to the service provider’s network while helping to attract subscribers and reduce customer churn.

“Talking SIP 3.7 adds a new vertical market opportunity for our service provider customers in the area of business-to-business call center services. The call center market is a rapidly growing and lucrative market and the Talking SIP solution now provides a feature rich and highly scalable platform upon which to build a competitive service offering in this market.

The Hosted Call Center module is a further example of how Talking SIP can help our service provider customers leverage the solution to draw subscribers into their network, differentiate themselves from the competition and distance themselves from commodity level pricing. By adding a primarily inbound service like call center, providers can now cross-subsidize other more competitive services like calling card and long distance termination.

Our core objective has always been to deliver innovative retail applications to our customers to drive revenue and build margin to their networks, and Talking SIP 3.7 greatly improves on our ability to do so,” said Barry Sher, VP Business Development, IVR Technologies, Inc.

The Hosted Call Center Module is an optional add-on module to the Find Me Module that offers sophisticated call queuing, skills based agent routing, queue escalation, custom hold music as well as agent auditing and reporting. Seamlessly integrated into the other enhanced services of Talking SIP, this module’s features include caller queue position and estimated hold time announcements, integration into the Voice Mail and PBX Module to provide callers with the option to leave a message, callback integration to allow caller’s to receive a callback call from the next available agent, custom branding, full audiotext menu trees for custom queue selection criteria, whisper notification on call agent answer, telephony and web interfaces for agent status management and is fully integrated with Talking SIP’s real-time billing engine for complete and robust billing, and much more! The Hosted Call Center Module is designed from the ground up to support an unlimited number of call centers and/or agents. The Hosted Call Center Module is ideal for the next-generation VoIP service provider who is interested in capturing high-margin revenues through advanced business-to-business (B2B) and business-to-consumer (B2C) services.

Support and Availability

Talking SIP 3.7 is available for immediate download from the IVR Help Portal for all customers who are within a valid support agreement. The Hosted Call Center module is available separately, as an option at an additional cost.

For product sales, business partnerships and reseller inquiries please contact sales(at)ivr(dot)com

About IVR Technologies

IVR Technologies is an advanced software development company emerging as a leader in the SIP space for Voice over IP enhanced services and real-time billing.

Please send reader inquiries to: IVR Technologies: 555 West Fifth Street, 30th Floor, Los Angeles, CA 90013: +1 866.856.0301. E-mail: pr(at)ivr(dot)com

To learn more about our company please visit our web site: http://www.ivr.com

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Hosted VoIP Systems-services and Features of Business Communications

It used to be that hosted contact center services only made sense for small and medium sized call centers. This is because there was a general belief that hosted contact services only offered a subset of the features and functions that large call centers typically required to run their operations. Large call centers are also concerned about security surrounding sensitive customer data and may not trust the hosted service provider with sensitive information.

Now some of these beliefs are not totally wrong. Specifically, if all that the hosted contact center service provider did was to centralize the on-premise system that the call centers are deploying. In this case, it may even be true that all the functions and features that are available on an on-premise system may not be available on centralized hosted servers. Protecting customer sensitive data may be another inhibitor, since all the data may have to reside locally to the centralized call processing system in case of a hosted service.

What large call centers really need is best of both the worlds. If there was a hosted service that had all the features and functions that are required to run large professional grade contact centers with the flexibility of hosting customer sensitive information locally on-premise, there would be no economical or security reason for even a large call center to opt for an on-premise solution.

oBelyx hosted contact center service provides a rich suite of features and functions that are only found on high end on-premise contact center equipment. So without incurring any initial capital outlay, even a large call center can subscribe to oBelyx hosted contact center service and be operational in a matter of a few hours. Customer sensitive data can be located on the premise of the call center and does not have to reside with the entity that provides the oBelyx hosted contact center service.

oBelyx uses a distributed computing approach where all the call and media processing happens on agents’ desktops. Management reports and analytics are hosted centrally along with basic call routing functionality. The Web 2.0 approach to management reports and analytics makes them highly flexible and they can be tailored to meet different business requirements. The service is low cost because of the unique distributed computing approach. The number of seats can be expanded or shrunk with a few mouse clicks – adjusting capacity to seasonal demand is simple and straightforward. Contact centers can form virtual work groups of skills where agents can be dispersed in multiple geographical location including agents working from their homes. It is easy to see how oBelyx does provide a unique hosted contact center service that meets diverse business requirements of large call centers.

For more information visit –http://www.paramnetwork.com

See a profile of Paul Jarman in this video produced for the Utah Business CEO of the Year event!
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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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More Virtual Call Center Press Releases

Dallas, TX — February 19, 2007

Aastra announces the addition of Chris Capo to lead its reseller program for hosted call center services, Centergy® Virtual Contact Center Strategic Alliance Program. Joining Aastra last quarter, Mr. Capo is focused on recruiting VARs for the Aastra OnDemand™ hosted service offerings including hosted call center solutions. “We’re very pleased to have someone of Chris’ experience and energy leading this important effort,” said Tim Whittington, Vice President of Sales and Marketing for Aastra Intecom. “He has hit the ground running and has already generated significant interest from major distributors and resellers in our hosted call center solutions.”

Before joining Aastra Intecom, Mr. Capo led the U.S. and EMEA channel development team at an Avaya value-added solutions vendor based in Houston, TX. Prior to that, he worked with a California-based software developer specializing in real-time reporting and visual management solutions for the contact center. Mr. Capo began his channel management career with Paxar Monarch, a globally-recognized apparel identification provider. Chris says, “With more than 10 years of channel experience, specifically in contact center and enterprise communications, I am confident that hosted solutions are now readily accepted. I am looking forward to leveraging my expertise in training and motivating channel partners to aggressively grow Aastra’s channel organization.”

About Aastra OnDemand™

Aastra OnDemand™ is the new hosted service of Aastra USA, Inc., a leader in IP communications products including IP-PBX systems, standards based telephones, unified communications and contact center applications. Aastra OnDemand is dedicated to serving the needs of customers taking advantage of the dramatic shift toward the software as a service delivery model. With over 25 years of experience delivering PBX and contact center systems to some of the largest and most demanding companies in the world Aastra OnDemand is now bringing that expertise to companies of all sizes.

For more information visit http://www.aastraondemand.com

Contact:

Robyn Thompson

Phone: +1.469.365.3249

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Related Hosted Call Center Press Releases

AGC provides unified communications business, Outsourcing contact center, business CRM Solution,IP Telephony, unified messaging system, Global Communications System to do simplified interactions with customers.
Video Rating: 5 / 5

See how Avaya contact centers can give customers the answers they need and agents the freedom to work from anywhere.

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.

Related Virtual Call Center Articles

Glen Burnie, Maryland — December 14, 2005 –

TeleRep – A Division of ATS Call Centers, Inc., a business specializing in inbound call center services, received national recertification as a Women’s Business Enterprise by the WPEO, a regional certifying partner of the Women’s Business Enterprise National Council (WBENC). WBENC’s national standard of certification implemented by the (regional partner organization) is a meticulous process including an in-depth review of the business and site inspection. The certification process is designed to confirm the business is at least 51% owned, operated and controlled by a woman or women.

By including women-owned businesses among their vendors, corporations, and government agencies demonstrate their commitment to fostering diversity and the continued development of their supplier/vendor diversity programs. To learn more about TeleRep, please visit http://www.telerep.com.

“This is our second year of certification by WBENC. This certification is very valuable to our company. It provides a real asset in our efforts to reach corporate America. The value really comes from and expanding our company’s visibility among real decision makers in corporate supplier diversity and procurement,” said Sandra Olson, TeleRep Owner and President. “Although we’ve been certified as a Woman Business Enterprise (WBE) through the State of Maryland since 2000, our certification gives us a national presence that many corporate supplier diversity programs require from women owned businesses.”

“Our corporate clients have asked us to provide specialized call center services that will help them focus on their core business. We have continually adjusted our services to meet the needs of our diverse client base. Our growth and service expansion allows us to truly offer total customization to meet today’s corporate outsourcing objectives and provide business intelligence reporting to assist customers with optimizing their outsourcing investment.”

Mrs. Olson started her business in 1976 as a modest business answering service. TeleRep now employs over 50 TeleReps, serving nearly 300 Maryland area and 50 National companies. TeleRep uses state-of-the-art call center technologies and provides an extensive array of award-winning call center outsourcing services. Some of the awards include, Customer Inter@ction’s Solutions MVP Quality Award, The Association of TeleServices International Award of Excellence, the DiversityBusiness.com awards, ‘Top Diversity Owned Businesses in Maryland’ and ‘Top Small Business in Maryland.’

ABOUT TELEREP

TeleRep is a division of ATS Call Centers, Inc. and is nationally certified through WBENC as a woman-owned business. In business since 1976, ATS Call centers, Inc. provides 24/7 inbound call center services for companies that need specialized customer support, complex call handling or high-end call center and telephone support services. TeleRep offers the advanced services of a corporate call center with the advantage of process efficiency typical of a smaller business.

Contact center services such as fax, email, web and other direct response solutions are also developed and delivered from TeleRep’s location in Glen Burnie, Maryland.

For more information about TeleRep, its services and capabilities, contact Joe Simpkins, Business Development Director, at (410) 761-2424 / (800) 638-2000, http://www.telerep.com.

About WBENC

The Women’s Business Enterprise National Council is the nation’s largest third party certifier of businesses owned and operated by women in the United States. WBENC is a resource for the more than 700 US companies and government agencies that rely on WBENC’s certification as an integral part of their supplier diversity programs.

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Die Sparkasse Krefeld ist ein langjähriger und zufriedener Kunde. Unsere Contact Center Lösung, der Service, die partnerschaftliche Zusammenarbeit und die stetige gemeinsame Weiterentwicklung, haben den Kunden von Avaya überzeugt. Das haben Herr Heggen (Vertriebsdirektor Sparkasse Krefeld) und Herr Dörkes (Abteilungsdirektor Organisation Sparkasse Krefeld) in unserem Kundenvideo auch dokumentiert. Mehr Informationen unter www.avaya.com/de Unser Ziel besteht darin, qualitativ hervorragende Kommunikationslösungen anzubieten, durch die Unternehmen leichter ihr Potenzial freisetzen können. Avaya ist ein weltweit führender Anbieter von Kommunikationssystemen für Unternehmen jeder Größenordnung. Dazu gehören Unified Communications- und Contact Center-Lösungen sowie Dienstleistungen, die sowohl über Avaya direkt als auch über Vertriebspartner erhältlich sind. Kunden setzen Avaya-Lösungen und -Services ein, um die Effizienz ihrer Geschäftsprozesse zu steigern, die Zusammenarbeit von Mitarbeitern, Kunden und Partnern zu optimieren, den Kundenservice zu verbessern und ihre Wettbewerbsfähigkeit zu erhöhen. Für die Branchen Fertigung, Finanzdienstleistung, Gesundheitswesen, Hotellerie und öffentlicher Dienst stehen spezifische Lösungen zur Verfügung.

Presence Voice Outbound provides a flexible outbound dialling platform that emphasizes operational efficiency and empowering business users to adapt to changing requirements. The Presence outbound solution is a part of our multi-channel inbound and outbound contact center solution. CRM Optimizer Outbound provides a contact center with the ability to effectively contact their customers and prospects while maximizing the utilization of the contact center resources in the most cost-effective way. Presence achieves this through leveraging our customers existing infrastructure to gather data for outbound calling and ensuring only live contacts are delivered to the agents. Presence Voice only delivers live contacts to agents by utilizing technology that allows for busy tones, no answers, pagers, answering machines and faxes to be detected and dealt with based on re-dialling rules. Key Features: Predictive, progressive, preview and power dialing modes. Ability to optimize Predictive dialling based on time factor, application stage as well as algorithmic. Flexible list management with the ability to add, remove and amend leads while a campaign is active. Scheduled callback capability, either to a single agent or group of agents. Call Blending of inbound and outbound calls to the same agent group. Compliance with US and European regulations for outbound calling. Complete administration of the solution by the business user, allowing real-time adaptation to changing trends and …