Compare Call Center Software

XOJET announced today that the implementation of a Telax Hosted Call Center solution resulted in improved service levels and a 30% reduction in customer service technology costs in Q4 of 2009.

Los Angeles, CA — January 26, 2010 — XOJET announced today that the implementation of a Telax Hosted Call Center solution resulted in a 30% reduction in customer service technology costs in Q4 of 2009. The private aviation company’s CIO Jim Prebil confirmed that the cloud-based solution provided by Telax Hosted Call Center also enabled the company to improve service levels with remote agents, an important factor particularly during the recent holiday season.

“In our business, customer service is everything. We simply cannot sacrifice customer experience in favor of cost savings. With Telax, our service levels actually improved and we achieved a 30% reduction in customer service technology costs,” explained Prebil. XOJET relies on a Telax Hosted Call Center solution to route calls to its numerous agents, who enjoyed the opportunity to work from home this holiday season. “Having remote workers allows us to maintain our commitment to our customers while providing our employees with a better work-life balance.”

Telax President Mario Perez commented, “XOJET has a brilliant business model, but their execution is even more impressive. We love having them as a customer. XOJET aims for the same thing we do: perfection.”

About XOJET:

Founded in 2006, XOJET has quickly become one of the world’s fastest growing private aviation companies, built on a unique business model that combines private jet ownership, membership and charter travel and a singular focus on providing the highest level of customer service at every point of the client’s experience. XOJET is backed by TPG, a leading global private investment firm with over billion of capital under management.

XOJET’s award-winning, in-house safety and maintenance program rivals the world’s best commercial airlines, and has earned the highest ranking in four key categories – more than any other operator – from Aviation Research Group. XOJET has also been named a Robb Report “Best of Private Aviation” winner and one of Inc. Magazine’s fastest growing companies. For more information, visit www.xojet.com or call 888-759-6538.

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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Right sized solutions for small contact centers is a noted differentiator

San Carlos, Calif. — October 16, 2009 — Contactual, the leading global provider of hosted contact center software, today announced that DMG Consulting named its OnDemand Contact Center as one of the leading hosted contact center solutions, and the only vendor offering a solution specifically tailored for the underserved small business market.

“Hosted contact center infrastructure solutions are quickly gaining ground in enterprises of all sizes,” said Donna Fluss, President, DMG Consulting LLC. “The recession is shifting investment from premise-based to hosted contact centers and solutions geared for smaller organizations are an important component of this growth.” Fluss adds that “Many early adopters are not classic risk takers; they are enterprises of various sizes that want to do business differently.”

According to the report, the hosted contact center market benefits from current economic trends and is gaining ground versus on-premise technology. The report cites quick deployments, rapid and quantifiable returns on investment, and a reduced maintenance burden among the many reasons hosted contact center solutions are outpacing other technologies.

“Contactual created the first software as a service (SaaS) contact center, and designed it specifically to meet the needs of small businesses who could not afford to purchase, implement and maintain an on-premise solution,” said Mansour Salame, Contactual founder and CEO. “More recently, we have been adopted by many Global 1000 customers that were looking for the flexibility and advanced features only a hosted system can provide. Contactual has become the brand of choice for companies looking to improve their customer interactions.”

Contactual’s JumpStart implementation and training methodology, intuitive user interface, and flexible integration philosophy are reasons to choose its OnDemand Contact Center. JumpStart is a four-step process that facilitates rapid deployment. The solution can be implemented and trained over the phone via four 1.5-hour sessions, and be up and fully functional with one week.

Contactual’s OnDemand Contact Center provides an alternative to the traditional approach of purchasing on-premise technology and hiring a team to implement and maintain it. The Contactual solution allows companies to immediately implement a contact center for a low subscription fee, without hardware or software implementation or maintenance requirements.

About Contactual
Since 2000, Contactual has provided a better alternative to traditional call center technologies. Its patented OnDemand Contact Center is the fastest and easiest way for companies to deploy a world class contact center. Contactual is a Best Communication Solution CODiE Awards finalist and a winner of Best Integrated Solution award from NetSuite. Contactual has earned the Frost & Sullivan Global Excellence in Technology Award as well as TMC Labs’ Customer Interaction Magazine Innovation Award. For more information, visit www.contactual.com.

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Predictive Dialers Vs. Hosted Dialers

Definition: The predictive dialer uses a variety of algorithms to predict both the availability of agents and called party answers, adjusting the calling process to the number of agents it predicts will be available when the calls it places are expected to be answered.

What it means: A predictive dialer is a computerized hardware system that automatically dials batches of telephone numbers on multiple lines for connection to agents assigned to call stations. Predictive dialers are widely used in call centers and are very effective when ran correctly.

My favorite type of predictive dialing is the hardware based systems that have NO VOICE RECOGNITION. This is a program that causes a slight delay due to the software trying to figure out which calls are reaching live people. It is designed to eliminate disconnects and answering machines. However from my experience you lose about 35% of you’re pitchable connects due to the customer saying hello twice. In my office we use a 6 man dialer that calls out on 8 phone lines. My reps pitch 100% of every person that answers the phone because they hear the call ring into the home owner. Each six man dialer should be able to generate about 30-40 mortgage leads per day.

HOSTED PREDICTIVE DIALERS

Hosted predictive dialers (aka: Web-based predictive dialer, or VoIP Predictive Dialers) use the hosted servers in their model to provide organizations and individuals with a predictive dialer capability without having to buy expensive hardware or phone systems.

Pros:
-No required investments in computer or telephone hardware
-No required investments in software or licenses
-Administration and support are handled by the service provider
-Links into the system are remote, enabling agents and supervisors to connect from any location
-Software updates and upgrades included.

Cons:
-Service is dependent on an internet connection; when the internet goes down, so does the service
-Providers using VOIP as their primary delivery method experience limited reliability and performance. There are services with analog phone capabilities but they usually limit you to a certain computer. The services that offer a full VOIP are usually a fix cost and unlimited dialing capabilities.
Auto Dialers

Definition: An auto dialer is an electronic device that can automatically dial telephone numbers to communicate between any two points in the telephone, mobile phone and pager networks. Once the call has been established (through the telephone exchange) the auto dialer will announce verbal messages or transmit digital data (like SMS messages) to the called party.

What it means: the key technology for auto dialers is the ability to detect the difference between a live human pickup and answering machine or disconnect. These are a little outdated with the newer predictive dialers and hosted services being so much better. I don’t know of any auto dialers that can come close to the basic predictive solutions out there.

OVERVIEW AND CONCLUSION

With over 8 years of dialer experience in different sized call centers I have come to one major conclusion in dialing as we know it. Predictive dialing is the absolute best way to go. I use the 6 agents x 8 lines per dialer method because my reps get to pitch every single person. This model is great for the small to midsized operations. The nice thing with my hardware systems is that you can stack multiple dialers on one computer so growth is pretty inexpensive in comparison with some autodialing systems that require a computer at each station.

The Auto dialers are almost a thing of the past. The only settings they are good for is big call centers that have 100s of agents and really need to use the Voice Recognition. Due to big payroll costs. These centers have to be only talking to live people even if they loose 35% of the pitches due to the delay. These are not good fro small to mid size operations.

The one down side to the predictive dialers is that they are an investment. They can be costly and for most small business it’s hard to come up with the capitol for a system like this. What I suggest for shops like this is to start out using a cheaper hosted service until you make enough to invest in the in house system. Hosted dialing can be very good but it’s still just a stepping stone to the hardware systems.

This is a promo for TripleYourCalls.com …. Explaining a little about the Predictive Dialer CRM…
Video Rating: 0 / 5

Related Predictive Dialer Articles

Mortgage marketing firm, Best Rate Referrals, acquires leading predictive dialer and call center solution, Magnalogix.com.

Las Vegas, NV — September 11, 2008 — Leading marketing firm, Best Rate Referrals, finalizes takeover of leading hosted call center solution Magnalogix.com. Magnalogix is a leading VoIP hosted call center provider located worldwide specializing in call center solutions and predictive dialer management. Magnalogix has been providing VoIP support since 2001 and will continue to do so under Best Rate Referrals.

Best Rate Referrals is a leading marketing company in the mortgage, real estate, and insurance industries. After years of lead generation through their American call center, Best Rate Referrals has built a name for itself providing quality products with unmatched customer service. Since their inception, Best Rate Referrals’ goal is to provide their clients with various marketing avenues that create a positive ROI. Magnalogix will continue that goal by providing an affordable dialer service for call centers worldwide.

Contact Magnalogix:
Zach South
866-460-6611

Contact Best Rate Referrals:
Raymond Bartreau
800-811-1402

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Decision Matrix: selecting a hosted contact center service in the US (April) – 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-45706.html

PH.NO. 919272852585

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

Related Contactual Articles

Telax Hosted Call Center announced today that it would donate toll-free services to all recognized non-profit organizations contributing to the Haitian relief effort. The services will enable organizations in Canada or the United States to receive calls from throughout North America completely free of charge, an important component in fundraising campaigns.

Toronto, Ontario (PRWEB) January 22, 2010 – Telax Hosted Call Center announced today that it would donate toll-free services to all recognized non-profit organizations contributing to the Haitian relief effort. The Toronto-based software firm explained that the toll-free services will enable organizations in Canada or the United States to receive calls from throughout North America completely free of charge, an important component in fundraising campaigns.

“We’re doing our part. The business community has responded in an incredible way, I think it’s important that everyone support these organizations. A terrible thing has happened to a great many people,” said Telax President Mario Perez. Telax will provide toll-free numbers with full reporting to interested organizations and cover the ongoing costs of the incoming calls for the duration of Haitian relief campaigns.

Non-profit organizations interested in toll-free services should contact Koray Parmaks by phone 1.888.80.TELAX (extension 820) or by email koray(at)telax(dot)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 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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Telax announced today that Metaswitch Networks has certified Telax Hosted Call Center as interoperable with the Metaswitch solution. Incumbent service providers and CLECs can now deploy the integrated Metaswitch and Telax solution to offer their customers an incredible breadth of new functionality.

Toronto, Ontario (PRWEB) February 23, 2010 — Telax announced today that Metaswitch Networks, a leading global provider of carrier systems and software solutions, has certified Telax Hosted Call Center as interoperable with the Metaswitch solution. The certification was issued following Telax’s successful completion of a series of intensive interoperability tests with Metaswitch version 7.0 and Telax Hosted Call Center’s ACD 10.3.0.0 SIP protocol.

“This was a priority for our team,” explained Taras Kapanaiko, Vice President of Operations for Telax. “We believe that both of our companies share a commitment to innovation and market leadership. It made sense to drive the interoperability between our two technologies.” Kapanaiko added that a number of existing Telax customers in Canada and the United States rely on Metaswitch solutions.

Incumbent service providers and CLECs can now deploy the integrated Metaswitch and Telax solution to offer their customers an incredible breadth of new functionality like universal ACD, enhanced queuing, real-time agent and queue displays, full call recordings, in-depth reports and even workforce management.

“We are pleased to add Telax Hosted Call Center to our business solution suite,” said Stefan Knight, Vice President of Strategic Alliances. “The Telax carrier-grade hosted call center technology is a great match for today’s IP networks.”

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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