Author Archives: Kenny Wilder

Verizon Teams with inContact

Verizon Teams with inContact to Deliver New Cloud-Based Customer Care Solutions To Serve Business Customers More Effectively

Advanced ‘Virtual Contact Center’ Services Aim to Increase Customer Satisfaction by Providing Communications Options and Faster Responses to Inquiries

NEW YORK – To help multinational businesses and government agencies communicate more effectively with their customers and provide better service, Verizon has teamed with inContact, the leading provider of cloud contact center solutions, to offer an advanced suite of cloud-based Virtual Contact Center services.

The innovative offering, available in January of 2012, will enable customers of businesses and government agencies to choose how they want to contact and interact with the organization. For example, a customer reaching a company by phone would have the option of speaking with a live agent or requesting a call back if one is not immediately available. Customers could also use the Web for an online chat or to get answers to frequently asked questions. Other features include:

  • Special software that can recognize incoming callers and refer specific customers to agents with the appropriate level of expertise. This “first-call resolution” eliminates the need to transfer a customer from one agent to another, an often lengthy process that frustrates customers.
  • Comprehensive agent desktop tools to help educate and prepare agents to field customer inquiries and resolve them quickly.

Mike Palmer, vice president of enterprise strategy and marketing for Verizon, said, “Nine out of 10 of the world’s leading financial firms and countless other world-class businesses rely on Verizon’s Contact Center solutions to strengthen their customer relationships. We’ve joined forces with inContact, after an extensive review of the players in the market, to build on our successful track record by accelerating delivery of innovative customer care capabilities as part of our strategy to deliver innovative enterprise cloud solutions for multinational and government customers worldwide.”

Since Virtual Contact Center solutions are cloud-based, there is no upfront capital investment and they can be employed to augment and adjust existing customer service operations to more flexibly address changing business requirements.

In her Mid-Year 2011 Contact Center Trends Watch List, Elizabeth Herrell, vice president and principal analyst for Constellation Research said, “There is a big opportunity for companies who need to support departmental customer initiatives but lack budgets for acquiring the technology infrastructure. Alternatives include evaluating outsourcers or considering cloud-based services. Cloud services can inexpensively offer bundled solutions to quickly launch customer support operations.”

Paul Jarman, inContact CEO, said, “Bringing inContact’s award-winning cloud platform and deep experience with highly satisfied customers to Verizon’s world-class suite of Contact Center solutions will help to accelerate cloud-based customer contact solution adoption. Together with Verizon’s global reach and world-class sales and service teams, we will be able to shape and meet the growing demand for these compelling and cost-effective customer-facing capabilities.”

Verizon Business delivers integrated IT and communications solutions via its high-IQ global IP and mobility networks to enable businesses to securely access information, share content and communicate. Verizon is rapidly transforming to a cloud-based “everything-as-a-service” delivery model that will put the power of enterprise-class solutions within the reach of every business. Find out more at www.verizonbusiness.com.

About inContact
inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based contact center software solutions. The company’s services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.

About Verizon
Verizon Communications Inc. (NYSE, Nasdaq: VZ), headquartered in New York, is a global leader in delivering broadband and other wireless and wireline communications services to consumer, business, government and wholesale customers. Verizon Wireless operates America’s most reliable wireless network, with more than 107 million total connections nationwide. Verizon also provides converged communications, information and entertainment services over America’s most advanced fiber-optic network, and delivers integrated business solutions to customers in more than 150 countries, including all of the Fortune 500. A Dow 30 company with $106.6 billion in 2010 revenues, Verizon employs a diverse workforce of more than 195,000. For more information, visit www.verizon.com.

About ECTtelecom

ECTtelecom is a worldwide master agent for inContact Cloud-Based Call Centers. ECTtelecom provides Call Center Solutions, SIP Trunking and MPLS Service for many Fortune 500 Companies. For more information contact today an ECTtelecom specialist at U.S. Toll Free 800-664-3071 or International 850-936-5887. For a no obligation quote CLICK HERE.

MPLS Service Promotion

US MPLS T1 AS LOW AS $368.00

RURAL CONNECTIVITY   MULTI-LEC REGIONS   ANY BANDWIDTH

MPLS Includes Quality of Service / Class of Service

24 month minimum term required  

ECTtelecom MPLS service provides significant advantages for call centers and organizations with one or more sites, including the following functionality, all from one service: WAN between sites; Site to site VoIP; secure Internet access; SIP trunks; secure home workers with private MPLS ADSL connection for voice and data; and multiple QoS at all points to ensure accurate delivery of time critical voice and data.

These services may work independently of one another or together. When these two services work together, SIP acts as the call signaling protocol while MPLS functions as the network forwarding system. When a SIP service is used over an MPLS network, businesses benefit with improved voice quality, improved security, and robust features like video transfer. When the Internet was created, it was not designed to handle VoIP as VoIP was nonexistent at the time.

While the Internet has the ability to handle VoIP, VoIP used with SIP over MPLS networks provides greater benefits and is quickly becoming the new age communication solution. Not only can SIP over an MPLS network handle VoIP, but this new age communication solution can be an asset for Cloud-Based Call Center Solutions Providers such as inContact. As VoIP continues to replace ISDN (Integrated Services Digital Network) telephony services, we will most likely see more businesses opting to use VoIP with SIP over MPLS versus VoIP with the Internet.

For more information about our MPLS Service, SIP Trunking and Cloud-Based Call Center Solutions contact today an ECTtelecom specialist at U.S. Toll Free 800-664-3071 or International 850-936-5887. Please visit our website at http://www.ecttelecom.com – For a no obligation quote CLICK HERE.

CenturyLink

 

 

 

What’s That Business? CenturyLink

What: Qwest is now CenturyLink

Business: Qwest is now CenturyLink, a provider of Telephone Service, Broadband, SIP Trunking, TDM, Call Center Solutions, MPLS and Data for business and consumers.

Market: Customers range from residents in rural areas to Fortune 500 companies.

How big is it? With its recent acquisition of Qwest, CenturyLink now is the third-largest telecommunications company in the United States, operating in 37 states and some international markets. Only AT&T and Verizon Communications are bigger.

Address: CenturyLink is based in Monroe, La. Century Link is keeping its headquarters in Louisiana. The former Qwest headquarters in Denver are now one of six regional headquarters for Century Link and the overall headquarters for its business services division.

Owner: CenturyLink is a public corporation owned by its shareholders.

Employees: 45,000 employees.

History: Although the company roots date back to rural Louisiana in the 1930s, the company officially was founded as Central Telephone & Electronics Corp. in 1968. It later changed its name to Century Telephone Enterprises, then CenturyTel, then CenturyLink in 2010.

The big buy: CenturyLink Inc. acquired Qwest Communications for $12.2 billion.

The big switch: Last week, the Qwest brand was retired as CenturyLink began replacing the Qwest logo on buildings, vehicles and employee uniforms.

Impact on customers: Except for seeing the CenturyLink logo on their bills from now on, there should be little impact on customers. Customers still should do business through the former Qwest retail outlets and contact their service providers as they usually do, said Carrie Amann, a CenturyLink spokeswoman. Customers can expect to see competitive pricing for SIP Trunking and related services.

“Prices are not rising because of this acquisition,” she said. “Everything is staying the same, though there may be a few new offers.”

ECTtelecom is a Master Agent for CenturyLink. For more information about our CenturyLink SIP Trunking and other services contact today an ECTtelecom specialist at U.S. Toll Free 800-664-3071, or International 850-936-5887. Please visit our website at http://www.ecttelecom.com – For a no obligation quote CLICK HERE.

China DID Numbers

China DID Numbers for SIP Trunking

In the past month ECTtelecom was contacted by a US Fortune 500 worldwide company to assist them with China DID Numbers for SIP Trunking service, because the major US telecom carriers were not able to provide DID Numbers in China.

ECTtelecom provides Direct Inward Dialing (DID) access numbers (sometimes referred to as virtual numbers) for China. China DID Numbers for SIP Trunking are available for call centers and businesses in China in cities such as Shanghai, Beijing, Hong Kong, Shenzhen and other cities. China DID telephone numbers can be forwarded and used with our SIP Trunking service providers virtually anywhere in the World.

Many of our International SIP Trunking customers use a China DID Number to create a local presence even without a physical office in China where the phone number is located. ECTtelecom can provide you with a local China phone number that connects to your phone in any country. We can provide local phone numbers for most major cities throughout China. We offer great DID Number and SIP Trunking rates for China to China (Origination and Termination) calls and Outbound Calls from China to other countries.

For more information about our China DID Numbers for SIP Trunking service contact today an ECTtelecom specialist at U.S. Toll Free 800-664-3071 or International 850-936-5887. Please visit our website at http://www.ecttelecom.com – For a no obligation quote CLICK HERE.

Florida SIP Trunking Intrastate

 

 

$0.0098 Florida SIP Trunking Outbound Intrastate (In-State)

ECTtelecom partners with a major service provider that offers $0.0098 cost per minute for Florida SIP Trunking Outbound Intrastate (In-State) calling for Florida call centers. This is a great rate for Florida telemarketers that have heavy traffic for Intrastate (in-State) Outbound Predictive Dialer Termination.

Florida Intrastate (In-State) Example: Say you are a call center in Florida calling Intrastate (In-State) Outbound from Tampa to Miami or any other city in Florid. Your Florida SIP Trunking Intrastate (In-State) rate would only be $0.0098 and would also be the same flat rate for any other US 48 States Intrastate (In-State) calls. Most SIP Trunking service providers charge $0.0200 to $0.0050 for Florida Intrastate (In-State) Outbound calls. Your savings could be 20% to 300% or more.

For more information about our Florida SIP Trunking Intrastate (In-State) service contact today an ECTtelecom specialist at U.S. Toll Free 800-664-3071 or International 850-936-5887. Please visit our website at http://www.ecttelecom.com – For a no obligation quote CLICK HERE.