Outbound Call Center Featured Article

TMCnet Outbound Call Center Week in Review

By David Sims
TMCnet Contributing Editor

Plenty of news in the outbound call center space this week, let’s get you caught up on some of the headlines.

TMC’s (News - Alert) Rahul Arora wrote that Effective Health Systems, provider of web-based applications, released a new application in the BaseLine Platform as a Service (PaaS) to enhance communication between the technologies of claims organizations and third party partners.

With the new BaseLine application, a company can easily increase the effectiveness of the professional staff and deliver effective healthcare services in a timely fashion.

“BaseLine is a Platform as a Service that improves the effectiveness of frontline managers by integrating the various technologies engaged in the medical management process,” said James Schlueter, President of Effective Health Systems. “BaseLine senses when a decision has been made that requires action.

At that point the business rules in BaseLine dictate all the incumbent tasks that naturally follow the decision and will instantly carry them out; even when it involves engaging multiple technologies and stakeholders. By handling all the routine decisions, tasks and paperwork, BaseLine enables professional staff to focus on things that require their individual knowledge and expertise.”

BaseLine Third Party application was first adopted by One Call Medical, a nationwide leader in MRI-CT-EMG services, with the California Insurance Guarantee Association (CIGA). Also, MedAllocators, an ASN Company providing MSA and medical management services integrated BaseLine with their medical management software. According to the top officials from both the companies, the application has helped them streamlined the workflow across several technologies.

Also TMC’s Anil Sharma noted that Yesso BPO, a provider of contact center software and enterprise communications applications, selected Ameyo Communication Suite for managing critical outbound process.

Ameyo scored in ease-of-use and effective support to replace existing call center solution at Yesso Global Services.

The prompt and efficient direct support from Drishti was another incentive for Yesso.”We were using a well renowned European based dialer for our international dialing campaigns. The solution was working well but was rigid towards the dialer configurations our processes required. Also the third-party support system was a problem. We decided to switch and chose Ameyo,” said Yethish Kumar, executive director of Yesso BPO.

Kumar said that the solution was highly efficient and surprisingly easy-to-use. The UI's were very well-designed that simplified the IT management considerably. Drishti team was quite responsive and quick to resolve all tech support issues.

“We plan to increase our Ameyo-reliance further,” he said. Kamesh T, sales manager at Drishti-Soft said that Ameyo Communication Suite is an award-winning solution that has patent-pending development platform at the core.

And TMC’s Nathesh wrote that Alpine Access, a provider of virtual contact center solutions and services, announced that it is going to offer targeted selling capabilities to a Fortune 100 financial services client’s select group of business customers. The company’s At-Home Workforce is supposed to increase the client’s revenue with personalized selling.

The company claimed that its Alpine Secure Remote Solutions provide the ultimate in data protection and were specifically developed to address the needs of securing a home-based workforce. These solutions give Customer Care Professionals (CCPs) secure access to the resources, applications and tools they need.

The Fortune 100 financial services client will have its select in-bound callers redirected to Alpine Access’ team of specially trained virtual customer care and professionals. The callers can receive info about new benefits and services and at the same time have their customer needs addressed and strengthen existing relationships. In addition to the quality of agents, Alpine Access was chosen to handle this client's new line of business due to the scheduling flexibility of its employee-based virtual @home business model.

Businesses today require customer care solutions that are low cost, high quality, flexible and secure. Alpine Access asserted that it delivers on this challenge, time and time again, with at-home experience, exceptional employees, PCI (News - Alert) level 1 compliant infrastructure, and proprietary workforce management tools.