Outbound Call Center Featured Article

TMCnet Outbound Call Center in Review

By Linda Dobel
TMCnet Contributor

The outbound call center space was infused with a new product this week. TMCnet Contributor Calvin Azuri learned that Bomgar (News - Alert), a provider of secure, appliance-based remote support solutions, has unveiled Bomgar Analytics. He reported that it has been developed as a brand new dashboard and reporting solution which is designed to make it easy for IT organizations to easily view and analyze the valuable IT support data captured by their Bomgar remote support solution. The article said the Bomgar Analytics solution features dashboard views and customizable reports, and provides a unique view into the details of an organization’s remote support sessions.

Marking another milestone, Toronto based Miratel Solutions, an inbound and outbound call center, eBusiness and letter shop mail house specializing in professional fundraising services, said it has completed phase one of its business expansion plans, Meenakshi Shankar, TMCnet contributor, reported. The report states that the first phase of the project at Miratel’s Toronto head office includes; addition of 55 web-enabled contact center workstations; improved telephony and network technology; increased capacity; the addition of eco-friendly business equipment and strategies. According to Shankar, Miratel said that it is focused in providing best in professional fundraising services that focus on leaving a positive impression on the planet and the global community.

Another company focused on growth this week was Convergys (News - Alert) Corporation, a global provider of relationship management. On Thursday it held interviews to fill 100 full- and part-time positions at its contact center in Orem, Utah, according to a TMCnet article contributed by Raju Shanbhag.

The positions bring benefits such as medical and dental insurance, tuition reimbursement, 401(k) and paid and unpaid time off, it was reported. Shanbhag said Convergys also offers employees competitive wages plus performance incentives and paid comprehensive training along with the ability to work a flexible schedule. Convergys reported was looking for candidates who possess solid customer service and sales experience and strong computer and keyboarding skills.

New employees will be working for customer service and sales support for a Convergys client in the cable/satellite industry.Finally, Zendesk is gaining a new dimension. Carolyn J Dawson, TMCnet contributor, learned that Zendesk, a leading help-desk software provider on cloud technology, integrated its service with one of the fastest-growing CRM (customer relationship management) companies SugarCRM (News - Alert). She reported  that the Zendesk and SugarCRM service allows customers to flawlessly support agents’ access to the SugarCRM customer information from the Zendesk help desk software, with the reverse also being possible.