Compare Call Center Software

CallFire Review

CallFire.com is calling system which will give you an 800 number where people can call you and go through a number pressing system to either speak with sales, shipping, and etc. depending on what you select in your account.

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Using the CallFire drag and drop interface, you can easily change the recording your callers receive. You can even set up surveys to do market research and get feedback. Or, you could just set up the phone to give customers your email address, business hours, or connect the call directly to your cell phone.

With CallFire, you can continually change what the voice recordings say and the options they give to the callers calling your new business number. You can easily change the settings in a matter of minutes, in case you are going on vacation or are changing your business hours.

CallFire makes running a business much easier and will help you focus on other more important tasks. Also, if you are opening a business with more than one person, you could have all of the shipping questions go to one person, sales could go to one person, and  etc.

With CallFire, the options are limitless and you will be able to customize your recording for your own business. Not only does it function great, but it gives your business that professional look it needs to succeed. Take your business to a new level with CallFire and try it free for 30 days:

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Build Your Own Call Center: Advise From the Field

The purpose of a call center is to receive and transmit large volumes of requests by telephone. The ‘inbound’ services it can provide includes administration of incoming product support or information inquiries from customers. Telemarketing and debt collection are the more common forms of ‘outbound’ services a call center provides.

All call centers share the same basic fundamentals: business need, processes, people, technology and a place to house them all. By now, you will agree that there is market opportunity for outsourced call center services. However, to capture that opportunity, you must first build a call center.

Location

Though seeking a prime location for the business address is not critical, a secure and well-developed infrastructure is. The center should have stable electricity source, broadband connection, and convenient access to public transportation. Because you will be operating at hours when normal shops will be closed, a pantry stocked with basic food and drinks is a must.

Technology

No one should underestimate the impact good technology has on the delivery of service. In fact, technology plays a critical role in ensuring that every call is are efficiently processed, communication is monitored and the entire service-delivery procedure constantly improves.

The typical call center has a number of workstations that include a telephone set/headset connected to a telecom switch, and one or more supervisor stations. Inbound traffic is routed via Private Branch eXchange (PBX) and Automated Call Distribution systems. Predictive dialers automate call outs of potential customers and distribute the calls to available agents. A CRM solution is needed to track each lead (opportunity). As you increase the number of agents, you will require a workforce management solution to manage recruitment and staffing. Agent performance analytics can help keep agents aware of how they are performing and maximize compliance to client expectations.

Table 1: Technologies* available for Call Centers

Source: Enterprise Innovation 2006

Organization

The best run call centers maintain a lean organization. Outside of the executive manager, members who will contribute to the success of the call center include the agents, a team leader (1 per 10 agents), and IT manager (1 per 30 PCs). The call center is a people business and communications is the heart of it all. A top priority of management is to ensure that agents undergo regular training since competent and engaged agents are critical to building satisfied customers and successful campaigns. Like most other services, word of mouth will help bring in new business.

Breaking the investment bank

Call center owners have varying opinion on the right proportion of spending on different call center elements. A start-up call center business with five agents will have its investment budget allocated as follows: 20 percent on hardware and software, 10 percent on communications, 55 percent on people, 10 percent facilities, and 5 percent on business development. As the business matures, the people cost (including recruiting, training and compensation) will account for 65 percent of the business.

Revenue mix

Most small call centers start their business with one or two referrals. As expertise grows, the company will begin marketing itself through memberships in industry associations and chambers of commerce. Regular visits to the target market helps to break into new markets.

In Asia, call centers frequently run campaigns travel (special tour packages and time sharing facilities), financial services (insurance, mortgage and investments), consumer product sales (ranging from luxury goods to low-value and high volume products).

About 70 percent of the business comes from US, Europe and Australia. Domestic opportunities account for 20 percent and the remaining 10 percent is from regional clients.

Telemarketing (outbound calls) represents the greatest short-term opportunity for most call centers. Most campaigns are short-term (3-6 months) and payments are usually bi-weekly. Because these are sales transaction driven, the returns are faster compared to inbound contracts (a common type being helpdesk service provisioning) which are contracted at one to three years.

Moving forward

It is relatively easy to set up a call center. Start-up capital can be small provided you do your homework. Selecting the right technology from the start will ensure that you don’t waste time and resources identifying the right solution to use. Having good agents who are properly incentivized is important. Because it is a people business, you need to ensure that your agents and team leaders get regular training on best practices in customer engagements. It is a common-sense business.

As a manager and investor, put yourself in the shoes of the potential customer. If you like what you hear from the calling agent, chances are you will not mind continuing the engagement.

The financial rewards are real for those who make the effort on due diligence.

Consultants:

Ed Saldajeno, managing director, Alva Pacific Franchise Corp.

Juni Pama, country manager, Philippines, Five9

Paul Martin, director, Application Services, HP Services Asia Pacific

Tom Cheong, managing director, ASEAN, Avaya

Wilfred Tan, managing director, ASEAN, Genesys Telecommunications

Nigel Hewett, managing director, Asia, Witness Systems

What’s next?

In the next issue, we tackle the harsh reality of making your call center a business after the euphoria of the first campaign is over.

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Predictive Dialers ? Out Sourcing Any Number of Calls.predictive Dialer Helps Telemarketing Organizations to Enjoy Hassle Free Operation,efficiency an

Looking at the competition in the market the industries that work efficiently and take less time is the winner. Specially talking about the success of a call center or telemarketing organization or market survey companies or debt collecting companies where there the business is directly involved with the consumer requires depend upon the effective calling done by the agents. And such effectiveness can be accomplished with the help of a predictive dialer. Predictive dialers are easy, quick and highly effective in automating all sorts of calls rather than done manually by a call center earlier, such as customer service callbacks, or welcome calls for new customers.

Considered to be a smart solution predictive dialer was conceived by Information Access Technology that reduces the time of waiting by a caller. Significantly it saves time of the caller agent by 40-45 minutes which is not less thus mounting the output of work. In Business 2 Consumer organizations predictive dialer enables to out source any number of calls at no initial capital investment and so undoubtedly it proves to be a cost effective process.

Generally hardware based predictive dialer though it is expensive is preferred more than the software based as they have more features and more capacity of line handling. Features that give predictive dialing system its efficiency are automatic call distribution (ACD), interactive voice response (IVR) and call recording. Extra feature that is ideal for ACD and IVR outsourcing is voice broadcasting with text-to-speech software. You will also come across other predictive dialing systems that are unlike other dialing systems in efficiency and productivity with an option to click on the “answering machine message” button or “3rd party message” button for the agents at any time during a call. With a single click the “answering machine message” button plays the digitally recorded message to the answering machine, allowing the agent to be available for the next dialer-generated call and clicking the “3rd party message” button a digitally recorded message to the called party will be played thus releasing the agent to handle the next call. Thus it can be concluded that juggling different calls at a same time has become easy.

Predictive Dialing systems when combined with customer relationship management (CRM) software becomes a complete call center software solution. With the advent of new predictive dialer system these Business 2 Consumer organizations are enjoying their increased hassle free operation, efficiency and productivity.  Consumers’ satisfaction is the sole aim of any business and that is what telemarketing organizations are being able to hit at with this marvelous solution. You will come across many companies that are in to the production of these speed dialing instruments and it completely depends on your selection.

telemarketing software, dialer software, dialer service

VMukti.com provide call center software, predictive dialing software, online web conferencing and live video streaming. For more info : www.vmukti.com contact@vmukti.com
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Global Customer Relationship Management (Crm) In Contact Center Software Market–Aarkstore Enterprise Market Research Aggregation

Customer Relationship Management (CRM) Contact Center application manages customer contacts, across all the touch points.
CRM software addresses the needs of marketing, sales & distribution, customer service & support divisions within an organization. It shares data among users about prospects, customers, partners, competitors, and employees. The purpose of CRM software is to manage the customers through the entire life-cycle, i.e. from prospect to qualified opportunity to order. The CRM applications include Contact Center, marketing automation, customer service, and analytic applications.
The CRM Contact Center application provides communication channels to customers; automates a wide range of individual & collaborative activities; and controls web activity for designing up-sell or cross-sell programs. These CRM contact center solutions balance the inbound and outbound communications, leaving no call unattended. In addition to cutting costs, improving agent efficiency, and maximizing the customer value.
The report by TechNavio Insights forecasts the market size of the worldwide CRM Contact Center application over the period 2008-2012. Further, the report discusses about segmentation of the total CRM Contact Center application market into various geographic regions. It also identifies the major market trends, drivers, and challenges existing for CRM Contact Center application.

Table of Contents :

1. Introduction
2. CRM Contact Center Market Size & Forecast
3. Geographic Segmentation
3.1 CRM Contact Center Market in Americas
3.2 CRM Contact Center Market in EMEA
3.3 CRM Contact Center Market in APAC
4. Market Trends of CRM Contact Center
5. Sales Drivers of CRM Contact Center
6. Market Challenges for CRM Contact Center
7. CRM Contact Center Software Market Vendors

To know more about this report kindly visit:
http://www.aarkstore.com/reports/Global-Customer-Relationship-Management-CRM-in-Contact-Center-Software-Market-2008-2012-37644.html

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Outbound and Inbound Call Center Services Helps you to Better Utilize Time

Outsourcing is a powerful business model which Transfers the responsibility of one or more of the company’s functions to an efficient and reliable source allows the company to focus on its core competency.

Call Center services and BPO Services which promotes the success of customers by providing, innovative, value added applications and services, that increases productivity, enhances the quality of client communications, and delivers highest level of support, in terms of customer satisfaction, to diverse business sectors.

Call center strives to offer clients the latest in technology for entire call center outsourcing needs. With everything from live phone answering service and help desk to web enabled technology.

A call centre or call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, live chat, and e-mails at one location is known as a contact centre.

Call center outsourcing services includes outbound and inbound call center services which helps you better utilize your time, money and resources, and boost your bottom-line.

Outbound <a rel=”nofollow” onclick=”javascript:pageTracker._trackPageview(‘/outgoing/article_exit_link’);” href=”http://www.thecallcenterindia.com/”>call center services</a> have specialization in lead Generation services, appointment Scheduling, Research Surveys, Debt Collection, Telemarketing in Mortgage, Insurance and Telecom Industries etc. Inbound call center Services offers Order Taking service, Call Center Technical support, Customer Service, Help Desk & Answering service.

Unique Communications Group, Inc. provides high quality, cost-effective customer service outsourcing solutions to our client partners. Whether your needs are small or large, you can rest assured that our professional call center staff is ready to satisfy your customers needs. Call answer time is contractually guaranteed to be within the industry standard of 20 seconds or less and one call resolution is assured. UCG supports a track record of consistently outstanding service level achievements in support of our client partners needs. UCG is a 100% United States Call Center so we guarantee that every call we answer will be taken in the US. Get your FREE Quote today to see how UCG can assist you in all of your Call Center needs by visiting www.UCGcenter.com.
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Answering Service Or a Call Centre Service

Phone answering service is a type of help centre or an enquiry centre in any firm. Today having this service is in practice in almost all of the companies which is supporting for them in business development in many ways. Earlier their used to have answering machines which just leave a message and the customers are not at all satisfied with that as they did not had an opportunity to talk to the company persons directly to have their queries cleared.

Give your small or home-based business a boost by having a telephone answering service. Nothing can help you better than a potential client more than getting a boring message, or having to leave vital information on an answering machine. When you are somewhere out the office, every client is the most important client. You can’t afford to miss their calls, or have them call the next person in the phone book.

So what you need are friendly operators who will answer all of your calls when you are out and inform later. They will use greetings that you decide and give your customers a personal touch they deserve.

Not only an answering service, according to your requirements you can have call centre services and virtual office serviced as well. Virtual contact centers are gradually taking over the popularity and dominance of on-site customer service call centers because of their capability of the former to provide efficient, cost-effective services for businesses.

New technology and software that is used by service providers like Five9 enables inbound calls to go through a data center which is run by a Web-based device. The software determines where to route each call and then it transmits every call to the appropriate agent of the particular company that a specific call was meant for. To ensure the security of routed calls, a Virtual Private Network (VPN) technology is being used.

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Outsourcing Inbound Call Center Services to India

Why outsource inbound call centers services?

Inbound calls are the calls which are made by customer to the center for receiving some kind of service or to take help or assistance related to a product / service. Inbound call Center Services are used by companies to service their customers  24X7—The customer can talk directly to an online executive from the call center to solve their queries/requirements.  These centers are also used as to make their on the spot sales and let customer place orders real-time.  These centers are popularly used as helpdesk centers where customers can get help on the product of the concerned organization.

Call Center Outsourcing has many benefits.  This is necessitated primarily because of the requirement of niche skill sets in that area and its availability. The call centers today have professionals who are experienced in wide areas in various services that they can provide. The call center today keep a track of every client transaction be it voice or data.  The tracking of these calls are made to deliver better CRM i.e. Customer Relationship Management.  These records are used by companies for analyzing and for taking preventive action to avoid recurrence of dissatisfied customer’s calls. Thus increasing chances of achieving “Customer Delight”

However, these benefits are only a tip of the iceberg. The prima-facie benefit is that outsourcing ensures that companies who outsource their CRM solutions can focus on what they are best at and avoid themselves getting overwhelmed by the trivialities especially when specialized professionals, world class infrastructure and software are available at their disposal.

Why give preference to India?

Outsourcing Inbound call center services to India is a fantastic option as call center industry is booming in India. Various other reasons that make India a safe haven are:

Availability of educated professionals

In comparison to any other Asian country, India has the most educated and, good English speaking population available and which is an ever increasing figure by the day as English is being taught in India throughout from the primary classes till the High School / Post Graduation level. 

Ample technical talent is also available, which enables India to provide the required technical services without any hiccups.

Value for money

Large English speaking skilled manpower which is readily available at a lesser compensation then their western counterparts. High value of US$ vis-à-vis the Indian rupee.  Good infrastructure, specialized software and innovation for increasing the quality and  reducing cost all help in providing India the best services at very low cost.

24X7 services

Time zone advantage that India has with major countries enables India to provide 24X7 customer support.

Government support

Indian government has been giving its support and encouragement to the IT / ITES industry.  This has been visible in terms of building of high tech IT parks in various major cities.

Handling of multiple services:

Indian call center industry also demonstrated the capability of handling larger number of services which include voice inbound support, online web helpdesk and backend data processing (banking/insurance).

What are services provided by inbound call centers in India?

Some of the popular services which are provided by the Inbound call center in India are given below.

Order taking service
800 Answering Services
Phone Answering Services
Upselling and Cross Selling Services
Claims Processing Services
Product Information Services
Class and seminar registration
Inbound sales
Live web chart

In last few years the Indian call center industry has demonstrated the capability of handling multiple services provided related to customer support and due to its quality services more and more organizations are willing to outsource their customer support services and backend processing to India.

An Introduction to the Predictive Dialer Call Center Technology

If you have ever done your research about the Oracle Contact Center Anywhere call center solution, you may have heard about the Predictive Dialer call center technology which is a key feature of this call center software package. What do we need to know about Predictive Dialer call center technology then?

First of all, there are other contact center software out there which do use the predictive dialer technology too. Basically, a predictive dialer is used nowadays for various call center tasks such as collection of payments, confirming appointments, conducting surveys, and doing telemarketing (among others.) Predictive dialer works by accessing the list of phone numbers (each of which belongs to a specific prospect or contact) then proceeding to eliminate unanswered calls, busy signals encountered, calls answered by answering machines, and disconnected calls. At the same time, the Predictive Dialer Call Center Technology will be able to make a reasonable estimate when a human caller can take the call.

But Promero has a different Predictive Dialer Call Center Technology in use when you opt for their Oracle Contact Center Anywhere call center solution. This Predictive Dialer Call Center Technology has additional features that other call center software do not have, including the Do Not Call function; duration per ring; percentage of the Drop Call Rate; any frequently asked questions regarding how campaigns should be worded; the campaign-based out-pulse ANI; the Reporting predicting drop rate; and the real-time numbers regarding answer rate based on campaign used. Predictive Dialer technology is basically automation of the system so that multiple agents (or multiple users) can be connected to the same contact center infrastructure.

The main advantage of using the Oracle Contact Center Anywhere call center solution is so that agents need not scramble around looking for the next prospect or contact to call –which is particularly useful for the outbound call center tasks. With this call center technology, the contact center can deploy less agents with more outbound calls assigned per agent. This smart technology permits outbound phone numbers to be dialed in order to anticipate when a telemarketer (or contact center agent) is free to handle the call. It should be stressed that a Predictive Dialer differs from ordinary automatic phone dialers or preview dialers, since a Predictive Dialer is supposed to anticipate when a phone number should be dialed next so that the agent will have another call in queue for him to handle after he finishes his first marketing call.

Piranha Predictive Dialer
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Decision Matrix: selecting a hosted contact center service in the US-Aarkstore Enterprise

This report explores the competitive dynamics within the multi-tenant hosted contact center service market in the US, and helps businesses select a vendor based on its technology strength, reputation among customers, and impact on the market. Provides a complete view of vendor capabilities and advises on those that businesses should explore, consider and – most importantly – shortlist.

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Table of Contents :
Executive summary
In a nutshell
view
Market developments
Hosted versus premises-based contact centers
Not just economic advantages
Three customer categories
Three service provider categories
Innovation comes through pricing models
Multi-tenant hosted moves quickly upstream
Virtualization: work-at-home, branches, and multiple centers
Objections to hosted remain
Decision Matrix
The hosted contact center service Decision Matrix
Market leaders: Verizon, LiveOps, inContact
The challengers: Convergys, Transera, Contactual, Five9
The prospect: LiveOps
Market leaders
The leaders’ radars
Market leaders: technology assessment
Market leaders: end-user sentiment
Market leaders: market impact
Vendor analysis
Contactual: hosted contact center services radars
Recommendation: consider
Convergys: hosted contact center services radars
Recommendation: consider
Five9: hosted contact center services radars
Recommendation: consider
inContact: hosted contact center services radars
Recommendation: shortlist
LiveOps: hosted contact center services radars
Recommendation: shortlist (SMEs); explore (large enterprise)
Transera: hosted contact center services radars
Recommendation: consider
Verizon: hosted contact center services radars
Recommendation: shortlist
Other notable hosted contact center services providers
AT&T
Qwest
West
Working Solutions
Summary
Appendix
Further reading
Definitions
Summary scores
ratings
Extended methodology
Technology assessment
End-user sentiment
Market impact
Sources

List of Tables
Table 1: Hosted contact center services in the US Decision Matrix
Table 2: Hosted contact center services in the US Decision Matrix: vendor scores summary

List of Figures
Figure 1: Evolution and size bands of hosted contact center services in the US
Figure 2: Hosted contact center services in the US Decision Matrix
Figure 3: Market leaders analysis: technology assessment
Figure 4: Market leaders analysis: end-user sentiment
Figure 5: Market leaders analysis: market impact
Figure 6: Contactual radars
Figure 7: Convergys radars
Figure 8: Five9 radars
Figure 9: inContact radars
Figure 10: LiveOps radars
Figure 11: Transera radars
Figure 12: Verizon radars

For more information please visit :

http://www.aarkstore.com/reports/Decision-Matrix-selecting-a-hosted-contact-center-service-in-the-US-45606.html

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New Version Offers Advanced Inbound Functionality, Multiple Languages, and Several New Applications

Denver, CO — May 4, 2007 — TouchStar proudly announces the release of TouchStar Call Center Software Version 5.7 which enables call centers to improve customer service, maximize productivity, and reduce operating costs.

Significant new features in version 5.7 include: advanced inbound functionality, support for Spanish and French, expanded custom settings to optimize individual campaign performance, enhanced reporting, additional recording options, visual supervisor, and quality assurance.

Robert Killory, TouchStar’s Director of Development, commented: “TouchStar is not only the fastest growing company in the industry worldwide, but our products are as well. The release of version 5.7 is the first of several this year that will provide our customers with enhanced features to drive productivity and profitability.”

TouchStar’s advanced inbound call functionality provides additional control of call queues. Supervisors can easily see real time callers by queue, and quickly move callers to alternative queues. Supervisors can also easily see the number of staffed agents in a queue, and immediately transfer agents to another queue to ensure service level commitments.

Many new queue specific statistics related to service levels, staffing, and call volume are available instantly through TouchStar’s Supervisor application. Multiple levels of priorities are now customizable by queue and by agent, to enhance the existing skill-based routing in TouchStar’s ACD and IVR applications. Priorities can be different per agent and per queue. To accommodate federal regulations that are currently in legislative review, version 5.7 includes the option for a caller to “opt-out” of an ACD or IVR.

The new TouchStar Reporter includes a highly graphical interface for supervisors to create custom reports in a variety of file types. Automated emails can be can be scheduled to send reports at designated times. The new reporter application also provides options for daily, hourly, 15 minute, or 30 minute reporting.

New call recording formats and quality settings are now available. Supervisors can search the database for archived recordings to evaluate service levels or gather data using the new quality assurance application. The Quality Assurance application allows a call center manager to listen to a recorded conversation and use a customizable form to evaluate the call. The benefit of the Quality Assurance application is that users can rapidly gather data from call recordings to make intelligent decisions regarding their campaign, script, and agent performance. Customer feedback can be easily obtained.

TouchStar’s call center software is now offered in Spanish and French, along with English.

Visual Supervisor enables managers to map out a visual representation of their actual call center, from agent images, to walls, to agent stations. By “mapping” out the call center floor, supervisors can easily view an image of the agent, the agent’s name, status, number of calls, talk time, campaign, and many other metrics to gauge performance.

Version 5.7 also incorporates several new outbound calling and messaging campaign settings to provide additional customization by campaign to maximize productivity. Call center supervisors can choose additional settings such as alternative dialing plans, call progress analysis, record fetching order, and several other new settings. Enhanced dynamic line assignment has also been added to maximize line usage and productivity.

TouchStar Call Center Software Version 5.7 empowers call centers with a solution that delivers robust features, reliability, and scalability.

About Touchstar
TouchStar is a rapidly growing world class contact center solutions provider of call center software, hosted call center software, predictive dialers, IP PBX, voice messaging, and call center long distance services. TouchStar acquired Dig soft in 2005 and Sigmaworx in 2006, and has been named as one of the Denver Business Journal’s ‘Fastest Growing Large Private Companies in Colorado’ for four years in a row. TouchStar is headquartered in Denver, Colorado, and has offices in Pune, India; Mumbai, India; New York, New York; Davenport, Iowa; Manchester, England; and Manila, Philippines.

Contact:
Christina Whitfield
Marketing Manager
TouchStar
303.338.0678 x.237
www.touchstar.com

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