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Avaya Facephone is only a sampling of how businesses can leverage the power of Social Media and Unified Communications.

Cumulux offers product and services that let enterprises strategize, develop and operationalize cloud computing applications. Cumulux has a proven track record of delivering business value to customers by implementing Software-as-a-Service (SaaS) solutions based on platforms such as Microsoft Azure, Amazon EC2 and Force.com. Cumulux was founded in 2008 and has offices in Chicago, Seattle and Chennai, India.
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www.hound.com outbound call center careers, outbound call center positions, outbound call center job opportunities, outbound call center jobs, hound.com
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New York, NY and Oslo, Norway — September 29, 2009

Confirmit has announced that it has joined forces with DMG Consulting LLC to deliver a webcast highlighting the ways in which businesses running contact center operations can use a Voice of the Customer program to increase customer retention, while reducing operational costs.

In this webinar, Donna Fluss, founder and President of DMG Consulting will share best practices for building a Voice of the Customer program that optimizes customer retention and satisfaction. She will highlight how successful programs enable businesses to improve the customer experience, reduce agent attrition and produce a more competitive and cost effective contact center environment.

Fluss comments “Even in the era of social networking, surveys are still the most effective ways to determine how satisfied customers are with a company’s products and services. Analyzing feedback on a timely basis enables companies to rapidly identify service issues, substandard processes, and outdated policies and procedures. Retaining customers is a top goal in good times; it is even more important in a tough economic climate. Investing in technology to gather feedback and improve service before customers broadcast their frustrations to the world is vital, especially in the era of social networking.”

The webinar will guide contact center managers, supervisors and QA specialists who are interested in building or enhancing their Voice of the Customer program, as well as Customer Insight professionals who want to combine contact center data with customer survey data.

In addition, Gary Schwartz, SVP Marketing at Confirmit will discuss the ways in which global businesses have taken advantage of feedback management technology to deliver significant benefit to their customers, contact center and enterprise.

Schwartz added “This webinar gives us a great opportunity to share some best practice examples of successful feedback programs, particularly in businesses who have combined feedback data with CRM data to provide context to their decision making. I’m looking forward to discussing some of the key ways in which contact centers can harness the power of the Confirmit platform to drive efficiencies and improvements.

The Webinar will be held at Thursday, October 1, 2009 12:00 pm CDT and registration is available through the AMA website.

Press contact

Gary Schwartz, SVP Marketing, Confirmit, +1 212 660 1816

About Confirmit:

Confirmit is the world’s leading SaaS software vendor for Customer Feedback, Employee Feedback, and Market Research applications. The company has more than 200 employees and offices in Oslo (headquarters), Guildford, London, Moscow, New York, San Francisco, and Yaroslavl. Confirmit’s software is also distributed through partner resellers in Barcelona, Kuwait City, Madrid, Milan, Santiago, Sydney, and Tokyo.

Confirmit targets Global 5000 companies and Market Research agencies worldwide with a wide range of software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include British Airways, Countrywide Financial, Dow Chemical, Experian, GlaxoSmithKline, Halifax Bank of Scotland, Intrawest, Ipsos, Nielsen, The NPD Group, Safeco Insurance, Statoil Hydro, Symantec, and Virgin Media.

About DMG Consulting LLC:

DMG Consulting LLC is an independent research, advisory and consulting firm that provides strategic and tactical advice to contact center managers, vendors and the financial community about the contact center and analytics markets. Our mission is to help clients build world-class contact centers by leveraging technology, processes and people. We provide insight and guidance to assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

DMG Consulting analyzes all aspects of the contact center market and publishes research on Quality Management/Liability Recording (WFO), Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure and Interactive Voice Response Systems. DMG’s consulting experience spans more than 2,000 end-user organizations and vendors. Our hands-on operational, technology and financial expertise gives us deep insight into what customers need and want from enterprises and vendors. For more information, visit www.dmgconsult.com.

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Hosted Call Center Solutions

With the advance in technology, call center industry is also experiencing a new shift from premise based solutions to hosted call center solutions. Call center technology is changing rapidly leading way to replace on premise call center equipment to hosted call center solution. All the call center equipment that was installed in call centers is being replaced by agent desktops and internet cables. In essence the definition of call center equipment has been cut down to agent pcs and internet access. This shift in the nature of call center equipment came with shift in call center technology because of newly and disruptive hosted call center solutions available today in the market.

Call center technology these days is primary focusing on hosted call center equipment. So, companies providing hosted call center solutions are hosting the call center equipment for the call centers. This is a result of the change in the way internet is being used by businesses as key part of their operations. With the advent of broadband internet available easily and at affordable prices, these call center can now have the benefit of hosted call center solutions.
The hosted call center solutions are also known as VoIP contact center solutions and hence VoIP call centers. The hosted call center solutions are mainly based on VoIP technology platform that has evolved over time as a wonderful technology with benefits like:

1. On demand call center set up
2. Instant set ups for any size of call centers
3. Call centers can be set up anywhere in the world.

The VoIP contact center software, also called telemarketing phone runs on the pc of the agents making them enable to make and receive calls. These telemarketing phones are pieces of software running on the pcs but controlled by the solution providers over the internet. Telemarketing phone on pc uses internet to access any resources sitting on the solution provider’s premise. These resources could be the leads that are being called or the telecom infrastructure required to terminate calls. VoIP contact center solutions are mostly used for telemarketing calls and hence given the name telemarketing phone. Telemarketers can be sitting anywhere in the world just with their pcs and internet connection. Telemarketing phone does the dialing and gives the connected calls to the agent. On their pcs, they might see few other components of VoIP call center solutions like a CRM pop up or a survey form that they fill while on calls with customers. These telemarketing phones have all the advanced features like presence, call rescheduling, transfer and conference to and among other agents from the same campaign. The distributed architecture allows these agents from same campaign to work from home and still be a part of a virtual call center and enajoy the benefits of on premise working with a group of agents from same campaigns. They can use telemarketing dialer to communicate with other agents via chat, phone, transfer, conference etc. The call center supervisor can also use telemarketing phone to Bargain to different agents.

Comparing reliabilities between two call center technologies: having hardware on your own premises requiring you to manage the call center technology yourself, or, subscribing to a Hosted Call Center solution, where the technology is managed for you.
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NEW YORK, NY — November 2, 2006

ShoreGroup, Inc. (http://www.shoregroup.com), a leading converged network solutions and management provider, today announced that it has been awarded the contract and has begun the immediate deployment of its award-winning CaseSentry Systems Management solution to manage a large-scale contact center for a prominent national services organization. CaseSentry will provide comprehensive monitoring and management of the enterprise contact center environment, which employs a combination of 8,000 agents, 12,000 Cisco Customer Voice Portal (CVP) ports and processes 100 million calls across 38 ACD systems during the customer’s 6-month peak busy season.

The CaseSentry Systems Management solution fully automates the monitoring of the Cisco Unified Intelligent Contact Management (ICM) Enterprise application, providing a centralized point of management to ensure that all contact center systems and supporting infrastructure are fully operational and meeting the organization’s service level objectives. Delivering the fully integrated service management and systems management capabilities that organizations need to effectively manage and support their vital contact centers and related end-to-end business process transactions, CaseSentry extends beyond traditional management applications to provide a completely cohesive support process. In addition to providing enterprise-wide operational views and service level management visibility, CaseSentry contains a highly-specialized suite of unified IP communications management applications and Operational Services Automation capabilities addressing the demanding requirements that organizations have to maintain the availability and reliability of their contact centers.

“In today’s competitive business environment, organizations rely on their contact centers to provide a wide range of customer interaction applications aimed at reducing customer wait times, increasing employee productivity and maintaining higher service levels,” said Robert Bojanek, Executive Vice President at ShoreGroup. “The complex and distributed nature of networked contact centers requires a highly-effective management strategy in order to capitalize on the full advantages these systems have to offer. CaseSentry meets the challenge of managing and identifying the root cause of problems across the complete contact center operations, allowing organizations to realize reduced support costs while at the same time maximizing the customer retention and revenue potential that is fundamental to their business.”

With unified contact center applications becoming commonplace in today’s business environment, CaseSentry’s ability to test and exercise enterprise applications through automated synthetic transactions, monitor the status of all contact center systems and applications in real-time, and the ability to suppress non-critical alerts not only reduces downtime but helps to ensure every aspect of the contact center is supporting the delivery of seamless customer service 24x7x365.

The CaseSentry Systems Management solution is available as part of a comprehensive, cost effective management service solution that includes complete systems management consultation, implementation, maintenance and change administration.

About ShoreGroup, Inc.

ShoreGroup is a converged solutions provider delivering management applications, operational maintenance services and infrastructure professional services. As a Cisco Gold Certified Partner with IP Communications Specialization, and a Cisco IP Contact Center (IPCC) Enterprise Advanced Technology Provider (ATP), ShoreGroup designs, deploys, maintains and develops leading management applications for high availability converged networks and customer contact centers. Technology expertise includes IP Telephony, VoIP, communications systems and applications, systems and network management, LAN/WAN, physical layer infrastructure and wireless. Founded in 1999, with over 400 global and national customers, ShoreGroup is based in New York City and Syracuse, NY.

Cisco and Cisco Systems are registered trademarks or trademarks of Cisco Systems, Inc. and/or affiliates in the U.S. and certain other countries. ShoreGroup and ShorePatrol are trademarks, and CaseSentry is a registered trademark of ShoreGroup, Inc. All other marks are property of their respective owners.

November 2, 2006

FOR:

ShoreGroup, Inc. (http://www.shoregroup.com)

CONTACT:

Glenn Yeeles

ShoreGroup, Inc.

The ShoreGroup Building

460 West 35th Street

New York, NY 10001

(212) 364-6800

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This is the February 2009 version of the Hello Hunter Hosted Predictive Dialer interface. Sign-up for a demo of the latest version of our dialer at www.hellohunter.com. Unlimited predictive usage starts at 9 The administrator interface is similar to the agent interface. Contact information will automatically pop on screen. Predictive dialer campaign mode supports from 1-5 telephone lines per agent, or use our dynamic algorithm. Compare against other cloud call center applications and save! Hello Hunter makes both a Predictive Dialer and a Voice Broadcasting system. The platform is based on FreeSWITCH and Adobe Flash. International call centers welcome!

NEC’s custom-built contact center solution helps Omron enhance customer satisfaction.
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Call of Duty Modern Warfare 2 was released on November 10th, 2009 and had one of the biggest launches I can even remember! I didn’t go out for the midnight release, but I went out on launch day and was there 3 hours before launch in the morning and there was already 20+ people waiting there. After a half hour to forty-five minutes, I finally received my copy of Call of Duty: Modern Warfare 2 for the PlayStation 3 and off I went to spend the rest of my week ranking up as fast as I could. BUY COD MW2 FOR PS3: www.Extreme-Days.com BUY COD MW2 FOR 360: www.Extreme-Days.com BUY COD MW2 FOR PC: www.Extreme-Days.com Check Out The Blog: www.Extreme-Days.com Follow Me On Twitter Twitter.com Join Me On Facebook: www.Extreme-Days.com Donate Through PayPal: www.extreme-days.com As most of you already know, I hardly ever buy games that don’t have some form of multi-player and usually will only buy games for the multi-player aspect, but I did actually play the entire single player campaign in Modern Warfare 2 and I must say that I did enjoy it even while playing through a second time. The story was solid, it was a little confusing at times, but it tied in fairly well with where the story left off in Call of Duty 4 and gave answers to many unanswered questions. The only thing I really didn’t like about the single player campaign in Modern Warfare 2 was that, for the most part, it was fairly easy on the hardest difficulty setting. Now, I didn’t say always, because that is definitely not …

Houston, TX — April 5, 2007

Spectrum Corporation, a leading a solutions-based sales organization specializing in contact center applications, today announced that its VectraView™ Suite software is compliant with key contact center solutions from Avaya (NYSE:AV), a leading global provider of business communications applications, systems and services.

VectraView Suite software creates dynamic graphical displays that can be distributed to a single screen or globally, empowering viewers with current information to make better decisions. Data from multiple sources can be combined to create colorful charts, gauges, messages, video or other graphical content displayed in real time. Businesses can feature real-time statistics or metrics, training videos, presentations, Web pages, corporate employee communications and news or financial information on plasma screens, flat panels, LCDs or large displays. Multilevel thresholds and automatic color schemes are additional features that add power and a very professional look to this easy to manage product. The application now is compliance-tested by Avaya for compatibility with the Avaya Call Management System, a solution that provides businesses with the tools they need to analyze and improve the performance of their contact center operations.

Spectrum Corporation is a member of the Avaya DeveloperConnection Program–an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.

“Integration with the Avaya’s open, standards-based platform of products was a natural for us and has been well-received worldwide,” said Gary Liddell, vice president of Spectrum Corporation. “Bringing the VectraView Suite to market and getting it in front of so many so quickly could not have been done without Avaya’s DeveloperConnection program. Compliance testing from Avaya was a crucial step in our development and ensures that our customers around the world get an innovative and reliable product that is compatible with their Avaya contact center operations.”

As a Platinum member of the DeveloperConnection program, Spectrum Corporation is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab in Lincroft, N.J. There a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure–speeding deployment of new applications and reducing both network complexity and implementation costs.

“By offering compliance testing to the many innovative companies like Spectrum Corporation who are members of our DeveloperConnection program, Avaya promotes fully interoperable solutions that help businesses unleash powerful new possibilities,” said Eric Rossman, vice president, developer relations and technical alliances, Avaya. “They are able to use Intelligent Communications to connect employees and customers to information from wherever they are, over whatever device they have available – getting more out of their multivendor network and delivering new value to their bottom line.”

About Avaya

Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet protocol (IP) telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications – and distinguished by comprehensive worldwide services – Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya website: www.avaya.com. For more information on the Avaya DeveloperConnection Program, visit www.devconnectprogram.com.

About Spectrum Corporation

Headquartered in Houston, Texas, Spectrum Corporation is a global sales organization specializing in real-time display technologies for the telecommunications industry. Since 1971, Spectrum has consistently been an innovative leader offering a “total solution” that maximizes performance and increases efficiency for the contact center. The company has serviced Fortune 100® and Fortune 500® companies with software and hardware installations worldwide. Spectrum’s real-time reporting and alerting software delivers database statistics, metrics and critical messages to plasma screens, wallboards, desktop screen pops and more. Award-winning products include software applications, state-of-the-art display devices such as IP wallboards and integration/installation services. For more information, visit www.specorp.com.

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Lombard, IL — November 16, 2006

Going holiday shopping at the mall used to be as traditional as hanging mistletoe and drinking eggnog. But the abundance of easy-to-use catalog and online options have many consumers picking out the perfect gift from the comfort of their own homes. What does this mean for retailers? Well, if their contact centers had made Santa’s nice list instead of his naughty one, it could mean less coal and more revenue in their stockings.

According to recent Aspect Contact Center Satisfaction Surveys* of 1,000 consumers in Europe and 1,000 consumers in North America, company interactions are failing to meet their expectations. Overall, North American and European consumers, on average, gave contact centers a barely-passing grade of a D+ (on a scale from A+ to F/FX), with a full quarter of interactions deemed as failures. North American consumers reported that 23 percent of their telephone, email or online chat interactions fell short of expectations, while European consumers reported that one in five interactions fell short of the expectations they had before making contact with the company (22 percent).

In fact, more than 18 percent of North American consumers and 17 percent of European ones reported that the last interaction with a retail contact center fell short of their expectations, and less than 37 percent of retailers exceeded customer expectations.

These surveys, conducted by independent research firm Leo J. Shapiro & Associates, found an alarming fact: If companies continue to ignore the demands of their customers, they are putting them at risk of leaving for other businesses. With the peak season for the retail industry fast approaching, retailers need to improve the relationship with their customers and invest in their customer interaction strategies or risk losing customers altogether.

According to the Aspect Index, consumer demands are not unreasonable:

European and North American consumers both want to deal with knowledgeable and informed agents (72 percent of customers in North America rated this to be extremely important) that speak clearly and are easy to understand (88 percent of Europeans rated this to be extremely important).

Of all of the characteristics that were measured for the survey, both North American and European consumers rated the people-related characteristics the highest (agent attributes such friendly, professional or patient), giving them an average of 70 percent.

Consumers were less satisfied with efficiency characteristics (for example, ability to resolve issue in single interaction) and automation capabilities (easily access a person from an automated menu) of the contact center.

Not surprisingly, while consumers are most satisfied with the people-related measures, there is still a long way to go to improve that area. Research indicates that both North American and European consumers are interested in interactions that facilitate human contact, interacting with contact centers whose agents are patient, act professionally and take responsibility for resolving issues. They also want their inquiries to be answered quickly and their problems resolved swiftly. This holiday season, the retailers that will be the most successful will look outside-the-box at the classic measures of contact center performance — maximizing the number and speed of interactions — since this is often contrary to the goal of providing patient and thorough resolution of the consumer’s issues.

The Aspect Index also points out that consumers highly value empathetic agents who can act as their advocate within the business. If these agent-related grades are to be improved, contact center managers must increase their focus on agent staffing, training, measurement and matching consumers to the right agent accurately.

During the holiday season, successful businesses will realize the importance of the contact center in strengthening their relationship with their customers and will manage the contact center accordingly. When shopping via catalog or the Internet, consumers won’t have patience for long hold times to deal directly with an agent, or wait while agents struggle to locate their shopping history or worse, deal with contact center agents that aren’t familiar with company policies or procedures.

Consumers will turn to those retailers that can provide knowledgeable, patient agents, as well as thorough and quick resolution of consumer issues. By investing in proper agent training and the right contact center capabilities, retailers will ensure a happy holiday season and increased customer loyalty for the New Year and beyond.

*Source: 2006 Aspect Contact Center Satisfaction Survey Europe and 2005 Aspect Contact Center Satisfaction Survey (North America)

Author: Michael Sheridan

Michael Sheridan is vice president of strategy at Aspect Software. For more information, visit www.aspectindex.com.

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