Outbound Call Center Featured Article

TMCnet's Outbound Call Center Week in Review

By Amanda Ciccatelli
TMCnet Web Editor

This week, there was an abundance of news in the Outbound Call Center space.

Fishbowl Enterprise, an enterprise resource planning (ERP) solution company for SMBs recently announced the launch of Pipeline Contact Manager, a Web-based CRM product that will enable small business to integrate its Fishbowl Inventory software with the new CRM tool.

Businesses do not require any third-party integration of Pipeline, therefore, Fishbowl customers are able to launch Pipeline and experience the immediate benefits of the software as it removes the need for double entry of customer information.

In a release, Fishbowl CEO David K. Williams said, "The Pipeline offering is the result of feedback from our customers, who listed CRM as their single most desired new functionality for Fishbowl Inventory 2012.”

In other news, Global Connect has been working to establish itself as one of the best cloud-based hosted dialing and communications companies in the world. The company's GC1 Peak Dialer program has been undergoing some changes to better serve its customers. Days after releasing a long list of new features for the GC1 Peak dialer, Global Connect (News - Alert) has further tweaked its standard bearer.

One of the newest features that the Global Connect GC1 Peak Dialer offers is Inbound and Outbound Call Blending. This feature uses an automated call distributor (ACD), the GC1 Peak Dialer, to roll both those inbound and outbound calls into their call centers, while allowing inbound calls to be recorded and retrieved easily.

“The GC1 Peak Dialer offers not only a feature-rich platform, but also an exceptional pricing model. A cloud-based dialer solution with a variable based business model, the GC1 Peak Dialer is truly different from the options currently offered by other hosted dialer solutions,” said Darrin Bird, Global Connect's executive vice president.

Telecom Company DOW Networks is expanding its services to support growing demand of its contact center clients around the world. The company will soon be developing a new data center to provide increased disaster recovery and redundancy for its call center services. The new data center is part of an initiative to further align DOW Networks with the growing need for cloud-based call center services.

"We are building the infrastructure to become a world-class provider to call center customers and their clients,” said David Wise, chief executive officer of DOW Networks, in a press release.

Lastly, Northbound DGS (News - Alert), an agency that aims to power the revenue engines of B2B enterprises, has launched the new ALTA suite of integrated revenue generation solutions. The ALTA solutions suite allows sales and marketing clients to use the agency's detailed system of tools, best practices, and expertise to increase their sales opportunities.

"Our solution provides the industry with a proven, end-to-end demand creation capability that is built on highly-accurate, best practices-based methodology,” said Srikant Sharma, president of Northbound DGS .