Hosted Call Center Featured Article
Contact Center Providers Mellon Relocate Model to Athens
September 23, 2008
Contact center services providers Mellon Collection Services, Fintrust and BlueSphere, members of Mellon Group of Companies, have announced the completion of their relocation to new model premises in Athens.
The leased area covers 4,500 square meters, of which 2,800 square meters are used exclusively for the operation of the call centers, securing more than 800 work positions. The companies also created an ancillary café-restaurant area, infirmary, as well as a specially designed area for smokers.
Underlining what company officials call "the anthropocentric orientation of the companies," emphasis was placed on "the creation of the apposite specifications and infrastructures to maintain a friendly and healthy work environment."
The companies have also "provisioned for the overall ambience of the premises" in order to create a pleasant work environment that "motivates employees," officials say.
The new center created an IP-based environment emphasizing security, streamlined operations and a combination of technological tools, such as the CRM software application Conceptus and Altitude's Unified Customer Interaction platform.
In April, DMG Consulting, which sells contact center and real-time analytics research and consulting services, published the 2008 Hosted Contact Center Infrastructure Market Report, a guide to market, products and vendors.
The firm's research found that there are over 385,000 hosted contact center seats in use around the world: "The projected slowdown in the U.S. economy will be a key stimulus fueling the adoption of hosted contact center products, as companies are compelled to reduce capital investments," DMG wrote at the time.
The market is expected to grow by 25 percent-30 percent in 2009, according to the report. DMG Consulting predicts that by the end of 2011, 30 percent to 35 percent of all new contact center seats will be hosted.
"Hosted contact center products enable companies large and small, as well as government agencies and institutions of higher education, to acquire the technology," said Donna Fluss, founder and president of DMG Consulting. "Given the current economic outlook," she said, hosting provides a way for organizations to get a contact center without the need for a large, up-front capital investment or high start-up costs.
"Improving customer service and retaining customers should be a key focus for most organizations during tough economic times," she noted.
INTERNET TELEPHONY Conference & EXPO West 2008 — the biggest and most comprehensive IP communications event of the year — concluded Thursday in Los Angeles, California. Thousands of attendees flocked to the event for three valuable days of exhibits, conferences and networking opportunities. Mark your calendar now for ITEXPO East 2009, February 2-4, 2009, in sunny Miami, Florida.
Read archived editions of Show Daily eNewsletters from ITEXPO (News - Alert) West 2008 here. See you in February! David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Stefania Viscusi