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Outbound Call Center Week in Review

March 01, 2014

Welcome to the end of the week, which means it’s time to take a look back at the week’s events in the outbound call center marketplace.

What would happen if the power of traditional CRM, call center software for sales and social media were combined to be available from a single interface? Chances are that the resulting social call center will have sales teams seeing call performance improving and sales productivity increasing. Well, the Nimble-Talkdesk integration could give them just that. Talkdesk is browser-based SaaS call center software that can be set up in just five minutes, while Nimble (News - Alert) is known for its contact management software that helps businesses become more agile.

GERI HDP, an advanced credit and risk management company in Milan, Italy, has chosen to implement ASC’s (News - Alert) INSPIRATION workforce optimization (WFO) software, as well as its VoIP recording solution, to improve customer experience and optimize workforce at its contact centers. This has become imperative, as financial service providers wanting to remain competitive must offer optimal customer service and deal with requests fast and accurately.

Competing in the global outsourcing market, achieving excellence and earning a place at the top is no mean feat, but Sitel did everything right to steal a march over its rivals and be recognized in the leader category at the prestigious 2014 IAOP Global Outsourcing 100 Awards. By being honored by IOAP, Sitel has been lauded for its continued growth and size, delivery of a superior customer experience, exceptional industry capabilities and distinguished management abilities.

A man in Saugus, California recently won a $560 judgment against a former school board candidate who allegedly contacted the man via his mobile phone by robocall before last November’s election. Robert Arkow maintains that he did not give the candidate, Chris Trunkey, permission to call his cell phone. Arkow also noted that the robocalls did not include explicit information regarding how to stop future calls, which is another violation of the federal legislation governing telemarketing.

8x8 (News - Alert) Solutions has signed a contract with George Best Belfast City Airport for the deployment of business VoIP and unified cloud communication solutions. The cloud-based communication system deployed by 8x8 features futuristic design with capabilities to meet the current volumes as well as scope for massive scalability in the future. Belfast City Airport is one of the first airports in the world to embrace cloud-based services for communications infrastructure.

NewVoiceMedia (News - Alert), a provider of cloud contact center solutions, recently appointed E.J. Tague as Vice President of Sales for the company’s North America Western Region. NewVoiceMedia is engaged in offering cloud-based contact center and voice solutions customized for enhancing the customer experience. The company’s flagship solutions ContactWorld for Service and ContactWorld for Sales & Marketing enable the company’s clients to deliver unmatched and unique experience to their customers.

That’s all for this week in the outbound call center marketplace. See you again next week!

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