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Feature Articles


Businesses are increasingly aware of the importance of call centers. They represent an essential point of contact between companies and existing or potential customers. And, with the emergence of the cloud as a tool for agile and flexible computing and communications, more and more businesses are considering moving their contact centers into the cloud. But, as companies consider this transition, there are a number of different factors they must consider, from cost to complexity. It is important to think about the right kinds of software to implement as well.



The FCC instituted its Telephone Consumer Protection Act placing restrictions on the use of an auto dialer in 1992 and through that legislation set up the national Do Not Call registry, which was applicable to all telemarketers. This legislation was devised to protect the public from unwanted calls using auto dialer software and now it seems there is further regulation that is being enacted.



Earlier this week, in Champaign, Illinois, the opening of a new call center facility was announced by The Warranty Group. In July of this year, the building was opened and the company continues to increase its operating staff.



By leveraging the right technologies to meet their business needs, Transact Global provides solutions to its customers. In the domestic BPO circuit, the company prides itself as bringing a rich vein of expertise and cost optimization. To streamline multiple campaigns and increase productivity, the outsourcing firm has now deployed AMEYO as its technology solution .



An Ammon call center is closing its doors. The news comes on the heels of announcements this past week that two other call centers are either closing down or laying off dozens of employees. Since Election Day, Eastern Idaho has seen three call centers close. Political polls are conducted by at least two of them. Logically, because the election is over, the employees would have been out of work.



A few days ago, Wolters Kluwer Health, a global provider of information for healthcare professionals and students, announced that part of Wolters Kluwer Health, UpToDate, has received the NorthFace ScoreBoard AwardSM from Omega Management Group Corp., in recognition of achieving excellence in customer service and support in 2011.



As a wide range of advanced telecommunications solutions and services are being made available to the enterprise and individual users, it has becoming more and more imperative that their interoperability and compliance with other solutions and platforms can be ensured to maintain a smooth and regular interconnectivity among them.



Serious time and resources are devoted to continually improving contact center technology, which is at the heart of many companies nowadays. Enghouse Interactive, a specialist in interaction management solutions, unveiled iAgent, the next-generation agent application for contact centers.












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