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Selecting Call Center Software

Selecting Call Center Software

The prominence of call centers has created a huge demand for call center software. Call center software is customized to manage interactions, reducing hold time, immediate routing of calls to ideal agents, providing detailed call reports and assisting in customer communication. Call center software is generally integrated with CRM software. Call center software helps in upgrading and improving customer service. It also enhances efficiency by reducing costs. It is essential that call center software helps in enriching the satisfaction of the customer with its in-built features. It can decrease the call holding period by routing the calls faster.

You should ensure you select appropriate call center software that improves efficiency and enables to attend maximum calls. The selection of call centre software should be done keeping in mind to cut the operating costs. The selected call centre software should give effective details such as number of phone calls attended the identification of the best agent who successfully attended maximum number of calls, the hold times, the number of callers who hung up on hold, etc. These reports help in analyzing and evaluating and are of great significance in helping the management in improving.

Process of selecting the perfect software

It is imperative to consider various aspects prior to purchasing any call center software. The requests per month has to calculated, nature of call centers, inbound or outbound, sales or service oriented, external or internal. You should consider the number of agents as well as their locations, determine if technical support is offered and does it assist VoIP. Ensure the software has adequate room for future development. It is always advisable to take the advice of management and the IT department before deciding on call center software. Take into consideration the installation time and go for software of your preference. The software should be user friendly, the options should be openly available, identification of callers and connection using database reports should be instant. It should facilitate CTI (computer telephony integration) and interactive voice response features.

Check with various vendors and choose one who is economical and suits your budget. There are firms that provide services and products to help businesses run efficiently. You should buy taking into consideration the number of lines you have, the number of agents you are handling, the number of operators and the products as well as services. You should not buy software just by referrals. The software you select for call centre should focus the leads to be taken, the leads under process, the leads that are complete and that which went cold. The software should by all means give complete report daily. The daily report is the evidence of business developed. This report also indicates which staff has done maximum potential calls and the duration taken. Such reports are considered for giving incentives. The incentives earned are calculated taking into account all the essential details given by this report. So selecting call center software should encompass best features and purchasing software should be done meticulously to ensure best results

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Salt Lake City — October 17, 2008 –

demand contact center software for intelligent contact routing and agent improvement, has received shareholder approval to change the company name from UCN, Inc. to inContact, Inc. This change will go into effect January 1, 2009. The decision was announced yesterday at the annual inContact® customer user conference (ICUC) in Park City, Utah.

“This name change reflects our emergence from a provider of telecommunications services to the leader in software-as-a-service (SaaS) infrastructure for multi-site contact centers and CRM workforces,” said UCN CEO Paul Jarman. “While the UCN name represents the important foundation of our business in delivering integrated telephony services, inContact has become our flagship SaaS software platform, with significant revenue growth over the past two years. InContact also achieved a number of major milestones this year, including the delivery of nearly 10 billion calls and more than 500 contact center deployments.”

“In the process, inContact has become one of the most recognized names in the hosted contact center industry, reflected in a #1 ranking for customer satisfaction by DMG Consulting,” said Jarman. “This wave of success and recognition is an opportunity to capitalize upon the growing equity of this unique brand. Additionally, we see enhanced shareholder value as the name inContact represents the driving force behind our business growth.”

As inContact, the company will continue to offer its robust telephony infrastructure in support of its unified SaaS technology platform, a combination which provides important competitive advantages. The company’s telecommunications business unit will continue to use the UCN name, reinforcing the company’s promise of delivering exceptional service and support to its professional agents and loyal telecommunications customers.

About UCN and inContact

UCN, Inc. (NASDAQ: UCNN) is the market leader in software-as-a-service (SaaS) contact center software for intelligent contact routing and agent improvement, and specializes in solutions for multi-site and remote workforces. The inContact® platform intelligently routes multi-media contacts to agents anywhere while improving management visibility, agent productivity and agent retention. UCN’s patented software includes an enterprise-grade ACD with skills-based routing, IVR, speech recognition and CTI. Agent performance optimization features include customer experience surveys and agent scoring analysis, call monitoring, call recording, workforce scheduling and forecasting, hiring tools to reduce attrition, and targeted training delivered to the agent desktop. The inContact all-in-one on-demand platform delivers rapid application development tools for IT control, no capital expenditure, Fortune 500-compliant security, and a 24/7/365 managed network with carrier-grade redundancy. To learn more about UCN and it’s inContact call center software, visit www.ucn.net.

UCN Contact:                                            

Aaron Glauser

Communications Director

801-320-3468

aaron.glauser @ ucn.net

UCN Investor Contact:

Liolios Group Inc

Scott Liolios or Ron Both

949-574-3860

info @ liolios.com

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Related Contact Center Software Press Releases

Partnering with Call Center Software

Today, voice recognition software is partnering with call center software to manage your customer service, wherever you are located. Whether you work from home or go to the office every day, call center software can make contact connections easier and more time efficient.

Call Center Reporting Software

Partners

If you have call center software, voice activation programming is part of the deal. You need to have your hands free to multitask while talking to a multitude of clients and potential consumers throughout your busy day.

While the call center software can help manage the influx of calls, and automatically position the callers based on first come, first serve, you need to be able to access the data to answer their questions, take their orders, or provide any other information that may be required.

The Software

For the best call center software, you need to find a program that will make communication easier, with all of the technologies now available. For example, good software will allow you to send voice mail, emails, sms to their cell phone-which is basically texting, and even fax from where you are sitting.

The time savings alone, of call center software, should more than pay for the cost of the software in no time at all. It will help you run a more efficient business, if you job requires you to take numerous calls throughout the day. But, it can also save your clients time and aggravation by leaving information as to business hours, wait time, or take messages when you have to be out of the office.

So, if your job requires you to be on the phone all the time, use voice activation software that partners with call center software to make your business more efficient and profitable.

Vmukti.com call center predictive dialer, call center software and voip predictive dialer. For more info : www.vmukti.com contact@vmukti.com
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— February 2, 2005

Quotesforyou.com founded to assist buyers of goods and services by providing a fast, free way to get quotes from reliable and prescreened providers anywhere in the U.S. for any good or service.

Company President Robert Kaiser explained “our services help consumers and business control costs by providing an easy source to obtain competitive bids from reliable providers for the goods or services they are seeking”.

Consumer services include: quotes for mortgage refinancing, health and life insurance, home improvements and repair, fire and water damage restoration services, new and used car quotes, buy here pay here auto sales, house cleaning services, landscaping services, window and door sales, garage door service and repair.

Business services include: quotes for inbound call center services, outbound telemarketing, commercial cleaning, industrial roofing, employee benefits consulting, temporary employees, copier sales and leasing, computer sales and leasing, water cooler sales and services, payroll services, database entry services.

Quotesforyou.com provides a fast convenient way to get competitive quotes from prescreened providers for any good or service in the U.S. and Canada.

Quotesforyou.com employees take pride in what they do customers locate only the highest quality goods and services at the most competitive cost every time.

The request process is pretty simple. The minute your request is received a Quotesforyou Consultant begins a search of Quotesforyou pre-screened providers specializing in the good or service you are seeking.

Your request is then dispatched and you are contacted by Quotesforyou.com affiliate who provides you a free quote for the goods or services you are seeking. The amazing part is www.quotesforyou.com services are free.

You can obtain your free quote by visiting www.quotesforyou.com and filling out a short request form. Quotesforyou.com staff members will take it from there and offer you up to 5 competitive quotes.

In addition to Quotesforyou.com. President Robert Kaiser operates a chain of other successful direct marketing companies including:

www.telemarketingconsultant.com


www.telemarketing-services-company.com


www.call-center-services-company.com


www.call-center-outsourcing-services.com


www.callcenterservices.net


www.telemarketing-services.us


www.1800telemarketing.com

These direct marketing firms offer services to businesses including: web design, digital imaging, print design, telemarketing services and call center services.

So whatever you need a quote for, you can count on the Quotesforyou.com network to save you time and money.

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With inContact, it’s never a “no”, instead it’s “Here are a number of options for you.”
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Chicago, IL — May 8, 2009

Web Works, the specialists in web site design and maintenance for small and medium sized businesses, opened an outbound call center in DeKalb, Illinois. This expansion strengthens Web Works’ direct sales model while increasing capabilities to support existing clients nationally.

Web Works’ Executive Vice President of Marketing and Sales, Charlie Gurtler, stated “Numerous businesses outsource call center activities and direct client collaboration overseas. Web Work’s is committed to keeping their jobs in North America and leveraging the employee base found in local communities. We now offer the opportunity for college students at Northern University and local residents a path to acquire employment while promoting a proven service.”

As we continue to increase our customer base additional resources are required to effectively and efficiently maintain our record of superb service and support. Web Works’ Chief Executive Officer, Phillip Keiken, said, “This new office opening is just one step in our plan to make Web Works the most visible brand in web site design and maintenance for small and medium sized businesses.” For more information on Web Works you can visit: http://www.webworkscorp.com/.

Unlike most web design companies, Web Works provides a comprehensive solution including professional design and copywriting, logo creation, search engine optimization, e-mail, domain registration, hosting, e-commerce, on-going maintenance and much more. We understand that business owners and managers don’t have a lot of time to dedicate to additional projects and don’t want a cookie-cutter template web site. That’s why Web Works coordinates your web design from start to finish.

Contact:

Anne Feher

Web Works

888.WEB.2050

http://www.webworkscorp.com

24 N Washington

Batavia, IL 60510

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Mobilink Call Center

Why Should You Go For Hosted Predictive Dialers?

In the market, you can find many kinds of dialing systems for call centers. One of the well predictive dialers in the market is the hosted predictive dialers as it does well in enhancing the performance of call center agents. It can greatly help in increasing the productivity of call centers that make outbound calls.

If an agent manually dials the contact numbers, the average time spent on the call is only 12 minute per hour. However, if the agent makes of a predictive dialer, the average time spent on the call increases up to 44 minutes. From this we can understand, how predictive dialers help in increasing the productivity and efficiency. No matter what the size of your outbound call center is, the usage of such a system can great help you in saving costs. When you take into account other factors such as sales, leads, etc, you will understand how efficient your business be if you make use of such systems.

In order to get started with hosted predictive dialer, you are only required to spend a small amount to set it up and an affordable monthly fee for availing its service. You are not required to spend on software licenses for each staff member. The predictive dialer service provider will provide you technical support and training with their package. If the service provider provides you with a dedicated service, it will help in securing your data. In other words, you will not be using the same server that other clients use.

You can also benefit from various kinds of other services such as ACD, call queuing, IVR, call recording, etc by using hosted predictive dialer. It also provides you with various dialing modes which will help you in running manifold campaigns at the same time.

One of the best things about such a dialer system is that the service can also be used online. The agent can work from home and deal with the calls efficiently. This means the agents are not required to be at the office and can handle calls as long as there is reliable internet connection. Moreover, supervisors can keep track on the agent by means of a live web based application and listen to the calls and even barge calls if needed. Hence, an agent can be located at any place of the world and still continue to talk to the customers. Supervisor will able to look into the call history and view the performance of the call center agents and understand what kind of training is needed to improve the performance.

Hosted predictive dialer can be used effortlessly with existing PBX in those call center companies that are cynical of VOIP service or who have a long term ISDN contracts. You can even integrate CRM applications as well. However, the one important thing that you need to make sure is that you have a high speed and a reliable internet connection that is free issues like slow connectivity or no connectivity. If there is an internet connectivity issue, the service will be hampered.

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This article will provide you a general idea of what to anticipate with the training programs offered during decision centers for an incoming employees. advice4unow.com