Outbound Call Center Featured Article

Outbound Call Center Week in Review

February 01, 2014

Another week is at the point of wrap-up, but before it does, let’s take a moment to look back at the noteworthy outbound call center stories of the week.

Sitel recently announced that Gartner (News - Alert), Inc. has positioned it in the Leaders quadrant of the Gartner 2013 Customer Management (CM) Contact Center BPO report. In this report, Gartner, a leading information technology research and advisory firm, evaluated vendors based on a number of strict criteria that pertain to their ability to execute and a display of their robust vision. Sitel has been consolidating its position as a leading provider of outsourced customer care solutions.

In the current scenario, if you even blink, technology will threaten to overtake you; it's that important. But when it comes to personal service, technology pales, for there's nothing like having a face-to-face talk or the next best thing – live chat. And ChatBee, a live chat outsourcing service, stoutly advocates the power of the 'human element.' In an age where almost everything is outsourced, ChatBee, with an uptime of 99.9 percent, guarantees to satisfy clients' customers by allowing its professionally trained agents to talk to them in order to answer chat requests.

Capital Financial Global, a specialty finance company, has partnered with Blue Marketing, LLC to generate new loan leads from its direct mail and outbound call center. The mortgage lead generation is a very important aspect of Capital Financial Global that offers asset-backed financing and loan advisory services to insurance trusts & pension funds, owners of commercial real estate, owners of residential real estate portfolios and owners of mining and precious metals assets.

Esker (News - Alert) is an SAP software solution and technology partner and is a specialist in document process automation solutions. The company’s cloud-based Accounts Payable solution seamlessly automates vendor invoice processing right from the reception of the original invoice to the creation of an accounting book entry, thereby enabling a smooth AP operation. Multiradio S.A., an Argentina-based telecommunications company, is taking full advantage of this and is integrating Esker’s solution with its existing SAP application in an effort to automate its vendor invoicing process.

Firstsource Solutions recently announced that it has been accredited with Investors in People (IIP) Silver Standard for its UK operations. The accreditation applies to Firstsource’s seven UK delivery centers, as well as the company’s home-based workers. Firstsource Solutions provides customized business process outsource services to the telecom and media, banking and financial services and healthcare industries.

VoxImplant is a cloud communications cloud platform from Zingaya, a company that delivers real-time communications (RTC) services to businesses. With VoxImplant developers can build applications faster and more easily by embedding RTC functionalities into both Web and mobile apps. Of late, VoxImplant announced the integration of its click-to-call functionality into JivoSite, a live chat solution.

Five9 (News - Alert) develops call center software  to help organizations deliver exceptional customer service. The company offers a comprehensive range of products for the inbound, outbound and blended contact center. Its services are designed to address the needs of multichannel communications in modern call centers. Following the acquisition of SoCoCare last fall, Five9 strengthened its social engagement and mobile customer care portfolio. Five9 SoCoCare was recently named the 2013 TMC (News - Alert) Social Business Award Honoree by TMC's CUSTOMER magazine.

SAS, a provider of business analytics solutions, announced Leto Bank, a financial institution in Russia, selected SAS Marketing Automation and SAS (News - Alert) Real-time Decision Manager to integrate risk and CRM analytics to deliver campaigns faster and more efficiently. Leto Bank selected SAS Real-Time Decision Manager to automate the process of compiling customer lists for pre-approved loans for marketing campaigns. The solution, which combines risk management and analytical CRM capabilities, allowed the bank to match customers with the perfect marketing campaign.

That’s all for this week in the outbound call center marketplace. Enjoy your weekend!

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