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Appointment-Plus (www.appointment-plus.com), an industry leader in web-based appointment and scheduling software for call centers, announces expanded services and options for call centers and resellers. These initiatives include: (1) an expanded and improved call center reseller control panel; (2) AP ExpressWay, a new call center reseller arrangement; and (3) Reseller University, a comprehensive training and resource center for call center resellers.

Scottsdale, AZ — May 1, 2008 — Appointment-Plus (www.appointment-plus.com), an industry leader in web-based appointment software for call centers, announced today expanded services and options for call center resellers. In conjunction with its upcoming exhibition at the Association of TeleServices International (ATSI) annual conference in St. Louis, Appointment-Plus unveiled three major call center initiatives.

These initiatives include: (1) an expanded and improved call center reseller control panel; (2) AP ExpressWay, a new call center reseller arrangement; and (3) Reseller University, a comprehensive training and resource center for call center resellers.

Reseller University offers call centers unparalleled training and reference resources for the online appointment system. Call center resellers can participate in regularly scheduled webinars concerning the Appointment-Plus system and how it significantly increases call center revenues. Topics include client account setup, maximizing appointment system revenues, and open forum discussions. Reference materials are provided for each topic, including an extensive reseller online tutorial. All aspects of Reseller University are free to Appointment-Plus call center resellers.

In addition to Reseller University, Appointment-Plus has also upgraded its call center reseller services by offering an improved reseller control panel and a new call center business relationship. The control panel allows call centers to easily track their Appointment-Plus scheduling accounts and all related information. The control panel also permits simple integration into call center scripting. In addition, the new AP ExpressWay Reseller Program offers call centers the ability to utilize the expertise of the Appointment-Plus sales and support staff. The ExpressWay Program eliminates the need for call centers to expend internal resources for the setup and support of client scheduling accounts and allows call centers to focus on their core competencies.

“Appointment-Plus’s experience and close relationship with the call center industry has helped us identify the most critical issues in developing an even better service model for call centers,” said Robert La Loggia, President of Contemporary Web Plus, Inc. “Call centers can now comfortably offer clients a best in class online scheduling solution for all appointment setting needs.”

Contemporary Web Plus, Inc. is a technology firm that specializes in the development of web-based scheduling and appointment software for a wide variety of applications and industries. The flagship product of Contemporary Web Plus is the Appointment-Plus online scheduling system. Contemporary Web Plus software clients include Fortune 500 companies such as Pepsi and Comcast, federal and local government, universities and schools, and small/medium sized businesses worldwide. In 2007, Microsoft Corp. selected Appointment-Plus software as its referral source for all Appointment Manager software clients.

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Contact Center Professionals, Inc., a leading independent call center consulting firm, has announced the completion of its innovative new call center resource, career, information and shopping web site, CallCenterMall.com (www.CallCenterMall.com). The new site includes a balanced variety of content including a robust career site, call center forums, a variety of informational resources, a shopping site, and a fully-functional e-Bay-style” auction site.

Scottsdale, AZ — March 7, 2004 –CallCenterMall.com is designed to serve both call center professionals and companies who sell call center products and services. Weve intentionally designed our site to be attractive to both end-users and vendors. We serve the best interests of both by creating a single location where companies can come together to solve problems and develop solutions.” says Martin Prunty, managing director of Contact Center Professionals, the parent company.

A Shopping Mall Motif: With its home page designed in a retail shopping mall motif, CallCenterMall.com gives visitors the feeling they are standing in front of a shopping malls directory map. Access to site locations is accomplished by clicking on the call center store of choice. In many respects, navigating through this new resource site is much easier than finding a store in your local shopping mall.

Web Site Features: CallCenterMall.com is being launched with an impressive suite of information and resources. Some of its key components are:

– Robust Call Center Career Site — featuring more than 15,000 resumes and hundreds of job postings.
– Top Industry Books and Publications
– Discounted Web Training, Seminars and Workshops from Incoming Calls Management Institute and The Call Center School.
– Full-featured Auction Site supporting nine (9) different forms of auctions and designed to facilitate the sale of new and used equipment from vendors or end-users.
– Industry Events Calendar listing major conferences, seminars, web seminars, etc.
– Up-to-date Industry News
– Downloadable Articles on various Call Center Industry Subjects.
– Call Center Forums where call center professionals can meet to search and share information.
– Discounted Call Center Products including headsets, personal response systems, digital recorders and more.
– Call Center Software and Tools such as call center calculators, scheduling tools and call center simulation.
– Industry Vendor Directory providing category listings with website links.
– Industry Links
– Call Center Surveys and Responses
– Datamonitor Intelligence Store featuring a full selection of industry studies.
– Classified Ads offering the sale of products and services.
– Much more

We think call center professionals and vendors will find our new site to be both unique and exceptionally useful. Having one place to go to find answers is important and visitors to the site have been very enthusiastic about its value,” Prunty said.

CallCenterMall.com is a wholly-owned subsidiary of Contact Center Professionals, Inc. Contact Center Professionals is an internationally-recognized consulting firm specializing in call center management and technology.

Related Call Center Press Releases

Western Canada’s largest school board, the Calgary Board of Education, launched Telax Hosted Call Center this week to support growing demands on its IT Department Helpdesk. The 24-month contract was secured by Telax following a successful bid in response to an RFP.

Calgary, Alberta — October 27, 2009 — Western Canada’s largest school board, the Calgary Board of Education (“CBE”), launched Telax Hosted Call Center this week to support the growing service demands on its IT Department Helpdesk. “We’re very excited about having CBE as a customer,” said Telax founder and CEO, Mario Perez. “Our solution brings a lot of value to non-traditional call center spaces like this one.”

The 24-month contract was secured by Telax following a successful bid in response to a Calgary Board of Education RFP, which closed on March 12, 2009. The RFP stressed the importance of scalability, reliability, location portability and features.

The CBE, which boasts an annual budget of C0 million, precluded hardware-based solution providers from responding to the RFP, indicating that it was seeking “a hosted solution” and that all solution-specific equipment should be “owned, hosted and maintained by the service provider.”

The contract for the cloud-based call center solution provided by Telax runs for 24-months with multiple subsequent option years. Telax secured a similar contract earlier this year with the Dallas Independent School District, the 12th largest school district in the United States.

About the Calgary Board of Education:
The Calgary Board of Education (“CBE”) is the largest school board in Western Canada serving approximately 100,000 students from early childhood education through to Grade 12. In addition, the CBE serves adults through Chinook Learning Services. The organization employs over 10,000 full time and temporary staff with programs operating from over 218 schools and buildings. The annual operating budget for the CBE is approximately C0,000,000. For more information, visit the Calgary Board of Education on the Web at www.cbe.ab.ca.

For media inquiries, contact the CBE Communications Department at +1 403.819.2317.

About Telax Hosted Call Center:
Telax Hosted Call Center is Canada’s leader in hosted call center solutions. Based in Toronto, Ontario, Telax has been delivering cloud-based call center solutions to public and private sector clients across North America since 1999. Our products leverage hosted technology to improve efficiency and reduce costs, so that our clients can focus on their most critical resource: people. For more information, visit Telax on the Web at www.telax.com. For the latest Telax news, visit http://www.telax.com/category/news.

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Outsourcing Outbound Call Center Services to India

A call centre is a service company which provides operator-assisted voice services. It is operated by a company to administer incoming product support or information inquiries from consumers. These calls are termed as outbound and inbound calls respectively. Inbound calls are calls that are made by the consumer to obtain information, report a malfunction, or ask for help. These calls are substantially different from outbound calls, where call center agents place calls to potential customers mostly with intentions of selling services to the individual.

In this article we will be basically discussing about Outbound Call Center Services. Outbound call centers provide services, which are outbound in nature, like providing telemarketing or appointment filling services. The following is some of the outbound call center services that can be outsourced to India:

• Telemarketing

• Database Selling

• Direct Mail Follow-up

• Appointment fixing

• Deal closing support

• Dynamic order filling services

• Customer satisfaction surveys

• Payment reminder

• Debt Collection

• Credit card verification solutions

• Outsourcing program notice

• Advertising and brand management solutions

• Business correspondence assistance

• Registration and confirmation functions to a call center

• Market Intelligence

• Database Selling

• Direct Mail Follow-up

• Lead Generation Services \ Qualification \ Management

• Seminar Population

• Product Promotion

• Information and Literature Fulfillment

• Decision Maker Contacts

• Up Sell/Cross Sell Campaigns

• Surveys

Outsourcing is beneficial for the organizations as it is cost effective and the energy of business can be directed at the competencies of a particular business. It is also beneficial in terms of making more efficient use of labor, capital, technology and resources.

India has become an ideal location for outsourcing business primarily because the same services with the same level of quality are offered in India for a much lower cost in comparison to other countries. It saves hidden cost like training, overheads and saves infrastructure cost which can eat up your investment. Organizations don’t have to spend on setting up the right kind of technology and later maintaining it.

The prime advantage of outsourcing in India is that as it has a large number of manpower available which is educated and is fluent in English. People work for lesser salary in comparison to European countries, and are more hardworking. Due to India becoming a hub of outsourcing business – availability of skilled labor is getting easier day by day.

The organization that is willing to outsource do not have to develop the competencies in the area which they want to outsource. The outsourcing organization already has expertise available for their business and work by providing greater efficiency and quality which results in providing faster services to customers and in term resulting into higher customer satisfaction rate. India also gets benefit from time zone which enables faster work for customers.

India’s democracy and stable government along with an inclination toward IT development and open door policy also makes it inviting choice. India also has a large pool of highly technical skilled manpower which enables these outsourcing organizations to be technically excellent, which in turn helps in providing high quality solutions.

Last but not least the prime reason of the growth of outsourcing business is that an organization which is outsourcing becomes free to concentrate on core business functions and can reap high amount of profit by directing energies on these areas only.

CallFire will host a Do-It-Yourself Debt Collection webinar for businesses interested in using Power Dialing, Opt-in Voice Broadcast, and intelligent Call Tracking to track and increase collection efficacy.

Los Angeles, CA — March 1, 2010 — CallFire will host a Do-It-Yourself Debt Collection webinar for businesses interested in using Power Dialing, Opt-in Voice Broadcast, and intelligent Call Tracking to track and increase collection efficacy. It will take place on 2/25 at 11:00 AM PST. CallFire’s experienced collections consultant will show participants how to use CallFire to increase their reach rate and collect more than ever.

CallFire
The DIY Debt Collection webinar series first aims to educate business owners and collections agents on how to save money by using Cloud Call Centers and Cloud Telephony tools to quickly connect themselves to delinquent accounts to solicit payment. The second half of the seminar covers how to use opt-in Voice Broadcast notification and Call Tracking to communicate important messages to existing clients and track collections campaign efficacy.

The first session covers How to use Cloud Call Centers and Power Dialing. This includes creating a campaign with an Excel list of delinquent accounts, optimizing ROI by developing a thoughtful callback strategy, and monitoring collections agents & reach percentages.
The Second session covers how to use Voice Broadcast & Call Tracking. This includes creating a campaign with an Excel list of delinquent accounts, developing an effective recorded message for my voice broadcast campaign, and creating Call Tracking campaigns to track callback efficacy & collections efforts.

To sign up, email sales(at)callfire(dot)com with DIY collections in the subject field, and feel free to include any questions you want answered during the webinar. For more information, please call 877.897.FIRE.

Contact:
Becky Siegel
Marketing Coordinator
becky(at)callfire(dot)com
Sales: 877.897.FIRE

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.

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Find More Callfire Press Releases

One World has deployed an Inbound solution based on Asterisk PBX platform with Digium PRI boards for its Inbound call center using Indosoft contact center technology. With most ACD technology in the market being closed legacy black box with limited flexibility and adaptability, One World chose to implement the Indosoft Contact Center solution to obtain a truly open technology platform. Asterisk is changing the landscape of the call center Industry by its incredible ability to meet complex demands. Its seamless integration of TDM and VoIP is far ahead of its peers in technology.

Fredericton, NB — December 6, 2006 — One World has deployed an Inbound Contact Center solution based on Asterisk PBX platform with Digium PRI boards for its Inbound call center using Indosoft contact center technology. With most ACD technology in the market being closed legacy black box with limited flexibility and adaptability, One World chose to implement the Indosoft Contact Center solution to obtain a truly open technology platform. Asterisk is changing the landscape of the call center Industry by its incredible ability to meet complex demands. Its seamless integration of TDM and VoIP is far ahead of its peers in technology.

The Indosoft Contact Center solution for Inbound has three important components, namely the Q-Pump (session manager), the multi-connector (CTI interface to the Asterisk Manager Interface) and the GUI tool-set. The Indosoft Inbound GUI tool-set is an advanced tool to setup an Enterprise grade Inbound call center with priority based skills routing on an Asterisk PBX. It takes the mystery out of setting up the most complex campaigns, call routing, dial-plan, queues and agents. With access to detailed reporting, the Indosoft Inbound solution based on Asterisk PBX is an ideal solution for small and medium call centers. Selection of Asterisk PBX as a backbone of the contact center will have a positive long term impact in many ways like, the future growth, reduced effort in expansion, lesser deployment and service cost. The rapid advancement of VoIP makes this choice of technology more critical.

One World (http://www.owd.com) is customer service oriented firm built from the ground up as an e-commerce outsourcing partner. The company’s senior management team includes logistics, distribution, Internet and international localization executives with nearly 100 years of combined experience. One World’s in-house software architecture is web-based. One World is centrally located in Mobridge, South Dakota, where the company enjoys an excellent relationship with labor, shippers and the community. From the geographic center of North America it services clients from Europe, Australia, Asia and all over the United States.

Indosoft Inc. (http://www.indosoft.ca), a Digium Asterisk Partner, is a leader in the application of Computer Telephony Interface (CTI) and Voice over IP (VoIP). Indosoft provides fully blended solutions for call centers, Audio Conferencing systems, Real-time call blocking for Do Not Call list enforcement, Hosted PBX, Call Center Applications, Predictive Dialer, IVR and Voice Recording technology based on Asterisk PBX.

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More Inbound Call Center Press Releases

Acquisition to expand Inktel Direct’s call center capacity and solution offering for customer service and telesales.

Miami, FL — December 19, 2006 — Inktel Direct, a leading outsource provider of direct marketing services, has announced a definitive agreement to purchase selected assets of Technion Communications, a Ft. Lauderdale based inbound and outbound call center company. As part of the agreement, Inktel Direct will operate a 200 seat customer service call center in Tamarac, Florida.

“The acquisition is significant to Inktel Direct because it supports our growth and provides new business opportunities for our company,” said Ricky Arriola, President of Inktel Direct. “We are excited to bring these new team members into our family and incorporate them into our corporate culture. As part of the expansion we will continue our hiring and job creation in South Florida as we continue to service our clients which represent many of the world’s leading brands.”

The acquisition will expand Inktel Direct’s call center capacity and enhance its solutions for Customer Loyalty and Retention Programs. The Tamarac call center will be fully integrated with Inktel Direct’s Miami Lakes call center and Chicago fulfillment and distribution center. Terms of the acquisition were not disclosed.

About Inktel Direct
Inktel Direct, a leading outsourced provider of direct marketing services, was founded in 1997 and services several Fortune 500 companies and leading brands. Inktel Direct provides Call Center, Fulfillment, Direct Mail and eCommerce solutions.    Inktel Direct is headquartered in Miami, FL with additional operations in Chicago, Dallas, and Ft. Lauderdale. Company news and background information are available at http://www.inktel.com or call 305-523-1110.

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Call Center Software ? Shows the Way Ahead!

Call center software help towards ensuring effective communication between the agent and the customer. It won’t be wrong to say that call center industry is functioning & getting benefited because of the availability of right call center software solutions. Whether you decide to outsource your business processes or to start your own in-house call center, employing authentic call center software solution is one area where the quality needs to be paramount and cannot be negotiated.

Effective communication is the foremost factor in any call center company which further demands highly advance call center software solutions. There are a number of challenges that arise every day in call centers which require highly professional suggestions & assistance to solve such issues.

Call center software can install voice messages for direct marketing, leaving automated voice mail messages and answering machines which are highly required in outbound calling scenario. After identifying live human voice advance call center software solutions transmit the call directly to the available agent for further assistance.

There is some ultra-modern call center software solutions come in the market that makes it possible for your agents to work from home. In fact, it is believed that in future, the concept of virtual call center may become the norm where agents equipped with the right kind of hardware and correct call center software, will be able to manage inbound as well as outbound calls from their home office, while staying in full communication with their colleagues and superiors. Communication call center software solutions will allow instant system-wide messaging and employees too will be supported by receiving call center software. This will enable agents to manage telemarketing, routing, predictive dialing, automatic dialing, and automatic messaging easily, while staying up close with their families, further dodging the cost & time incurred commuting.

For more information on call center solutions & services browse through http://www.callcentertrade.com right now.

Indosoft, a provider of global call center solutions announces enhancements to Q-Suite, its multi-tenant contact center software suite for Asterisk.

Fredericton, NB — March 11, 2010 — Indosoft, a leading provider of call center software for Asterisk announces enhancements to its Q-Suite ACD. Q-Suite stands out as one of a kind with its unique and functional ACD for Asterisk with an evolved API to allow seamless migration to IP telephony. With this enhancement, Agents can be both in ‘off-hook’ and ‘on-hook’ mode, allowing contact centers to take advantage of the ACD and its skills-based routing with queue prioritization. Having on-hook agents is convenient when the queue traffic is light, allowing call takers to multi-task with other office work. Off-hook agents are important to large volume contact centers where the system cannot afford to lose time ‘waking up’ agents for every call by ringing a phone. With this enhancement, Q-suite ACD completes a feature set essential to the deployment of Asterisk in enterprise contact centers. This feature enhancement has been popular not only with conventional contact centers migrating to Asterisk but also with specialized verticals planning CTI migration to IP telephony using Asterisk.

Another key enhancement to the Q-Suite ACD for Asterisk is the development of a detailed Call Detail Record (CDR) using universal identifiers to track a call from cradle to grave. Modern contact centers demand fine granularity in call center activity reporting. With this CDR, contact centers will have the ability to report complete detail for Agent, ACD and Queue Activity. This further enhances the already detailed reporting capability of Q-Suite.

During the migration of Indosoft call center software from legacy CTI telephony to Asterisk beginning in 2003, we recognized a need for creating a separate ACD layer with an API for the contact center software suite to work seamlessly with Asterisk. This ACD layer has matured over the years and allows systematic migration to Asterisk IP and hybrid telephony. The API is feature rich and comes with both .NET and socket interface libraries.

“Business verticals considering migration to Asterisk to take advantage of its industry leadership in IP telephony do not have to look any further than the Indosoft Q-Suite ACD,” says James Terhune, CTO of Indosoft. “Q-Suite comes with a web interface as well as native client interface for Windows using .NET. Our rich API makes it possible to do custom CTI integration with your existing business application.”

“I am very impressed with Indosoft contact center suite,” says Sajeev Nair, Director of IT at CSS Corp. “They have been able to bring sophisticated contact center solutions to the Asterisk platform using their call center software, Q-Suite. It is powerful, open, feature-rich and cost-effective.”

“Having followed the meteoric growth of Asterisk deployments around the world and how it has transformed IP telephony, we were looking for call center software with ACD for Asterisk,” says Mats Gåhlin, President of New Technology Sweden AB. “A fully functional API was essential to implement our agent session control functionality in .NET. Indosoft’s ACD and its .NET API allowed us to migrate to Asterisk-based contact center solutions for our clients. We are delighted about these new enhancements. On-hook agents are essential for small office call centers. Our call center deployments require a powerful ACD with skills-based routing with the ability to manipulate queues to suit business logic. Indosoft ACD provides all the flexibility through its API.”

Q-Suite provides “cradle to grave” reporting for both inbound and outbound contact center services. It maintains a CDR to provide accurate reporting on agent, campaign and queue statistics. A call history of all the calls is available on demand. The live dashboard provides a view of the ACD, Dialer and agent activity at any given moment. The historical and statistical reports on ACD and Dialer performance address all facets of contact center reporting. Detailed custom wall boards are available to suit individual contact center needs. You can read more about Q-Suite in Asterisk Exchange.

About Indosoft Inc.
Indosoft Inc. is a leading provider of call center software. Q-Suite is an innovative contact center solution for both VoIP and TDM networks. Indosoft customers and VAR rely on our leading-edge, contact center technology platform to rapidly deploy value-added solutions around the world.

Headquartered in Fredericton, Canada, Indosoft has deployed its call center software worldwide, directly or through its VAR providing effective support to serve its customers around the globe.

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Related Contact Center Software Press Releases

CollectorFind.com Matches Collections Agencies and Businesses Searching for Collections Services

Denver, Colorado — June 23, 2008 — TouchStar, the premier collections technology and predictive dialer developer, today publicly announces that it is providing free leads for its collections industry clients to help them grow their businesses.

Collector Find (www.collectorfind.com) helps collections firms grow by providing a way for businesses to identify collections firms that best meet their needs. Businesses that are searching for collections outsourcing services submit a request for proposal online. Then, Collector Find matches service requirements with collections firms that are best capable of meeting the requirements.

Steve Bederman, TouchStar’s Chief Executive Officer, said: “This is an industry changing value added solution that we provide to our collections clients to help them grow their businesses. It’s a win-win investment because our clients are growing from new business they obtain from Collector Find. For nine years, we have grown TouchStar by being passionate about our clients’ success and relentless in our pursuit of excellence as their partner.”

“We know that Collector Find will help our collections clients grow this year because of our proven success with another innovative marketing service we provide to our call center clients. We launched Call Center Find (www.callcenterfind.com) earlier this year and we have already produced results for 39 TouchStar clients,” commented Brian Smits, TouchStar’s Global Director of Marketing. “TouchStar clients gain a true business partner, not just a technology vendor.”

TouchStar has a proven record of innovatively investing in their clients. TouchStar negotiates discounted rates based on volume purchasing from partners such as Experian and Collections Management software providers. Discounted long distance and data line services have also been negotiated. In 2007, TouchStar introduced a unique data exchange portal to reduce the costs and frustrations that collections firms have in exchanging large amounts of data in real time with their business partners.

More information about Collector Find can be found at www.collectorfind.com.

About TouchStar
TouchStar is a rapidly growing developer of world class call center and collections software with on-site and hosted deployment options. TouchStar serves over 2,500 businesses on six continents from its headquarters in Denver, Colorado, and eight global offices. TouchStar’s unified communications products include: call center software, VoIP and PSTN telecommunications hardware, predictive dialers, automated voice messaging, scripting, recording, compliance management, automated data exchange, and its new Best Time to Call application. For more information, please call +1.303.338.0678, email pr@touchstar.com, or visit touchstar.com.

Contact:

Brian Smits
Global Director of Marketing
TouchStar
303.338.0678 x204
pr @ touchstar.com

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