Compare Call Center Software

For a free demo, visit www.telax.com Customer service is mission critical to your business. Don’t risk misrepresentation by letting outside agencies handle your calls, let Telax handle the technology! No more hardware means no more headaches. Having your own agents has never been easier! Please visit our website at www.telax.com

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.
Video Rating: 5 / 5

Related Hosted Call Center Articles

For a free demo, visit www.telax.com Capture some astounding benefits in cloud computing with Telax Hosted Call Center, a solution that’s remarkably simple and utterly flexible! Your agents can learn to use the applet in under 20 minutes and can log in from anywhere! There’s no more hardware which means no more headaches and a cap on boundless maintenance costs. With Telax you secure peace of mind that’s gained by cost certainty and a partner that is 100% accountable. For more information please visit our website at www.telax.com

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

PH.NO. 919272852585

OR

Aarkstore Enterprise
Mobile : +919272852585
Fax : +912224169996
Email : press@aarkstore.com
Website : http://www.aarkstore.com

Open & Save improves efficiency, business intelligence with innovative use of cloud-based Telax solution.

Toronto, Ontario — May 12, 2010 — Open & Save today announced the implementation of a Telax Hosted Call Center solution at its busy corporate headquarters in Scarborough, Ontario, home to over 160 employees. The cloud-based call center solution will assist the direct mail giant in more efficiently tracking its inbound call volume, managing its national sales team and improving business intelligence.

Telax Hosted Call Center
“The reports that I can generate with Telax Hosted Call Center are invaluable. They give me a great deal of visibility into the response rates of my campaigns,” explained Open & Save Marketing Director Andrew Boone. Mr. Boone added, “The solution is also a great tool for distributing inbound leads and managing our national sales team.” In addition to comprehensive reporting, Open & Save also benefits from the automatic recording of all its calls.

“We are very excited to implement this non-traditional solution for Open & Save. They are a forward-thinking company that truly understands the value our platform will bring,” commented Mario Perez, Telax founder and President. “Because our technology fills an important need while remaining very affordable, we’re seeing more and more adoption by businesses outside the call center industry.”

About Open & Save:

Based in Toronto, Open & Save is Canada’s largest national co-op direct mail provider, frequently distributing to 98% of Canadian households. For over 28 years Open & Save has helped small and medium-sized business achieve growth and success by designing, printing and distributing low-cost direct mail pieces. With a dedicated team of more than 160 employees, Open & Save is a 100% Canadian owned and operated. For more information on how Open & Save can help you grow your business, visit www.openandsave.com.

About Telax Hosted Call Center:

Telax Hosted Call Center is North America’s leader in hosted call center solutions. Based in Toronto, Canada, Telax has been providing cloud-based business solutions to prominent public and private sector organizations since 1999. The simplicity delivered by Telax services enables clients like Northrop Grumman, Burberry, CI Investments, Globalive Communications, Health Canada and the GSA, to reduce costs and improve efficiency, so that they can do more with their most critical resource: people. For more information, visit Telax on the web at www.telax.com. For the latest Telax news, visit www.telax.com/category/news.

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A report recently released by Mercer LLC found that businesses surveyed struggled significantly with a number of H1N1-related issues in 2009. Taras Kapanaiko, VP Operations of Toronto-based software firm Telax Hosted Call Center, confirms that in 2010, businesses should look to cloud computing to provide solutions.

Toronto, Ontario — December 31, 2009 — A survey report released late last week by global HR leader Mercer LLC found that the number of companies expecting employee illness to have an adverse effect on business grew steadily in 2009. Telax Hosted Call Center VP Taras Kapanaiko commented on the report today, confirming that cloud computing provides the answer to the widespread business continuity issues emerging in the wake of H1N1.

The Mercer survey report outlined that many companies are committed to implementing “telecommuting options for employees if there is an H1N1 outbreak,” a solution that cloud computing makes all the more viable confirms Kapanaiko. “In order for the efficiency of a shared office to be transferred to the employee home, certain technologies are required to keep people connected. Cloud computing allows users an incredible amount of functionality with as little as access to a web browser.”

The Telax VP went on describe how, during the SARS crisis, a Telax client implemented a remote working strategy for its employees, and never went back. “Not only does remote working alleviate the business continuity concerns associated with pandemics, it also delivers added efficiency. It’s a highly sought after perk for in-demand professionals. Viable remote working solutions should be a 2010 resolution for every company.”

The Mercer report listed business continuity as one of the top concerns among employers surveyed. The U.S. Centers for Disease Control and Prevention has estimated that more than 9,800 people have died and 213,000 more have been hospitalized as a result of H1N1 flu in 2009.

About Telax Hosted Call Center:
Telax Hosted Call Center is North America’s leader in hosted call center solutions. Based in Toronto, Canada, Telax has been providing cloud-based business solutions to prominent public and private sector organizations since 1999. The simplicity delivered by Telax services enables clients like Burberry, CI Investments, Globalive Communications, Health Canada and the U.S. General Services Administration, to reduce costs and improve efficiency, so that they can do more with 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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Promero announced today its offering of a blended, turnkey virtual and hosted call center solution utilizing 3rd party VOIP carriers.

Pompano, FL — September 28, 2007 — Promero, www.promero.com a Certified Partner of the Oracle Partner Network today announced the offering of a complete turnkey hosted, virtual call center solution that incorporates the option of using 3rd party VOIP carriers.

With the hosted configuration coupled with Quintum VOIP media gateways, Promero has successfully deployed virtual call center solutions with many VOIP carriers including Nexogy, Packet8, XO Communications, and Qwest. The use of virtual phone numbers and Internet based voice traffic enables the customers to take advantage of low or no long distance charges, advanced calling features, low total cost of ownership and virtual remote employee access.

“This hosted deployment configuration provides call center owners and managers with access to best of breed award winning technology for a fraction of the cost of other hosted solutions, ‘said Gregg Troyanowski, president of Promero. “The important benefits of this offering are high voice quality, virtual access, stability, enhanced inbound/outbound calling features and very low operational cost.”

Promero offers hosted solutions of Oracle’s Contact Center Anywhere virtual call center solution and predictive dialer.

About Promero, Inc
Founded in 2001, Promero www.promero.com is a leading application service provider of Internet-based call center CRM and lead management software. Promero is a Worldwide Oracle PartnerNetwork Certified Partner. Promero headquarters is located in Pompano, Florida. Telephone: 954-935-8800. Toll free 888-204-0822. Email: sales(at)promero.com

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CallFire, a provider of hosted cloud telephony technology, has launched its Hosted Interactive Voice Response (IVR) product.

Los Angeles, CA — March 1, 2010 — CallFire, a provider of hosted cloud telephony technology, has launched its Hosted Interactive Voice Response (IVR) product. This product fills an important gap in the telephony space allowing for rich customer interactions without live call center representatives. IVRs are widely used for large enterprises, but with this release, CallFire is democratizing the technology for smaller to mid-size businesses. Hosted IVR’s robust capabilities offer a comprehensive solution for a large variety of telecom needs.

CallFire

CallFire’s Hosted IVR Features include:

Core to CallFire’s Hosted IVR product is the user-friendly IVR designer, which offers drag and drop functionality for non-technical users empowering them to create complex surveys, and meeting reminders via an intuitive, engaging user interface. This capability widens the range of users who can individually build their own IVRs, something that historically could only be done by a developer. The ease of use, however, does not decrease the feature set. Features that include reading text from a specific excel column using text to speech, complex dial plans, recording of responses, and even Google analytics integration. “The product is so easy to use, we think it will revolutionize the way small businesses use telephones to save time, collect data & become more productive,” said Dinesh Ravishankar, CEO of CallFire. He continues, “Real time reporting and enterprise scalability allow larger businesses to leverage the same features at a fraction of what they used to pay.”

To try an IVR demonstration, please call 877-494-7175.
Hosted IVR’s feature set supports a wide range of customer uses creating a high degree of personalization in the conversation. For example, the IVR can be used for a virtual receptionist that will route phone calls, Comprehensive phone surveys that will compile results, or Customized appointment reminders. The IVR can either be sent out to a list of phone numbers or assigned to a specific phone number that can receive incoming calls.

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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More Callfire 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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Decision Matrix: selecting a hosted contact center service in the US(April 2010)-Aarkstore Enterpris

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.

HTML clipboard

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-45611.html(April 2010)

PH.NO. 919272852585

OR

Aarkstore Enterprise
Mobile : +919272852585
Fax : +912224169996
Email : press@aarkstore.com
Website : http://www.aarkstore.com