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Relevance of Technology in Hosted Customer Care Highlighted at ITEXPO

By Mini Swamy
TMCnet Contributor

James P. Dunn, CEO of TelStar Hosted Services, Inc., used ITEXPO (News - Alert) as a platform to discuss the factors that actually triggered hosted customer care and how technology could be used relevantly to be a key differentiator.

At the ITEXPO panel on "What's Really Driving the Hosted Customer Care Trend?" Dunn shared insights on the hosted contact center marketplace and cloud adoption and cited examples of clients and vendors that had successfully leveraged TelStar's Hosted cloud communications as a service to better address customer needs.

The main problem with companies, Dunn felt was that although they adopted technology, they never used it in the way it was actually designed and that was why offering technology along with advice was important.

To drive home the significance of this, Dunn spoke of how TelStar Hosted Services had helped a behavioral health company and an health insurance outsourcer for Medicare sign-ups to use technology to change their game.

The health company that had previously relied on outside sales for referrals changed to marketing over the Internet and Dunn said that Telstar helped the company to implement virtual enrollment and also gave call center advice. This way the company reached out to a nationwide audience.

In the second case, the health insurance outsourcer, though good at what they did, lacked call center experience. Telstar delivered to them the technology and service they required and also offered advice on quality assurance and work force management.

Extending the Telstar model to help software vendors, Dunn stated that Telstar's recent partnership with Vocalcom, a major provider of call center technology, helped the company establish a marketing and sales presence. Telstar also furthered its marketing and web strategy to help Vocalcom migrate to the cloud.

Fielding questions from the audience, Dunn dwelt on the economics and security involved in transition and concluded by saying, “It takes people, process and technology working together, and you must invest in all three.”