UNITED STATES: Leading Marketing and Lead Generation Company Selects inContact In India

inContact, the leading provider of cloud-based call center software and call center agent optimization tools, announced today that a leading marketing and lead generation firm selected the inContact cloud-based interactive voice response (IVR) solution to enhance its marketing response messages.

The marketing company helps its clients efficiently place and respond to advertising. When a prospective customer completes a lead form requesting more information, the marketing firm will leverage the inContact IVR to immediately make an outbound call to the prospective customer, who is driven into the sales contact center. If the prospective customer answers the phone, the call is moved into the sales queue. If the prospective customer doesn’t answer the phone, the IVR will leave a message with a toll-free number to call for more information.

By leveraging the inContact system, the marketing company will have a reliable, scalable resource that can adjust according to demand, and by automating the system, the company will dramatically increase the efficiencies of its call center as opposed to having call center agents reach out to the more than 96,000 records they respond to each month.

“By leveraging the inContact IVR, this customer will have resources they need at their disposal, no matter the volume,” said Paul Jarman, inContact CEO. “The power of the inContact system is that it can be modified and scaled based on demand, without the expense of expanding the in-house telecommunications infrastructure.”

About inContact: inContact helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company’s services and solutions enable call 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.

About ECTtelecom: ECTtelecom is a major Partner for inContact Cloud-Based Contact Center Solutions in the US and International Countries. ECTtelecom provides Call Center Software, Call Center Inbound Toll Free, Outbound, and SIP Trunking to many Fortune 500 Companies. For more Call Center 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.

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.

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.

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 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.

$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.

$0.0098 SIP Trunking Flat Rate for SIP Trunking Outbound Interstate and Intrastate

ECTtelecom partners with a major service provider that offers the same $0.0098 flat rate for SIP Trunking Intrastate and Interstate Outbound calling. SIP Trunking Intrastate Outbound calls are In-State calls. SIP Trunking Interstate Outbound calls are State-to-State calls.

Intrastate Example: Say you are a call center in Florida calling Intrastate (In-State) Outbound from Tampa to Miami. Your flat rate Florida SIP Trunking Intrastate (In-State) 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 Intrastate (In-State) Outbound calls – very expensive!

Interstate Example: Say you are a call center anywhere in the US 48 States calling Interstate (State-to-State) Outbound to another state. Your flat rate would only be $0.0098.

Offshore Interstate Example: Say you are an offshore call center in the Philippines, India, UK, or other countries calling Outbound to the US. Your Outbound calls would be considered a US Interstate (State-to-State) call. Your flat rate would only be $0.0098.

For more information about our SIP Trunking Flat Rate for SIP Trunking Interstate (State-to-State) and SIP Trunking Intrastate (In-State) 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.

Hosted Predictive Dialer Software for Call Centers

What is hosted predictive dialer software? Hosted predictive dialer software is a cloud-based engine that connects to multiple agents in a call center. The predictive dialer has more lines to dial than agents using the dialer and dials phone numbers in a manner to predict when an agent (telemarketer) will be available.

Our inContact hosted predictive dialer software is a highly sophisticated, simulation-based dialing engine that boosts agent productivity and ensures compliance. The inContact hosted predictive dialer software can increase talk times and agent productivity so you can deliver a better customer experience for less. This sophisticated dialing engine also includes preview, progressive, and message lay-down dialing to match your business needs and increase the effectiveness of each contact, resulting in higher rates of success. SIP Trunking Outbound and Inbound call centers worldwide are using the inContact hosted predictive dialer software that is cloud-based.

Datasheet – inContact Dialer

For a free inContact webinar demo, more information about the inContact Hosted Predictive Dialer Software, SIP Trunking, TDM, Outbound service, Inbound Toll Free service, Hosted PBX, Hosted Predictive Dialers, MPLS, Private Line, Internet T1, E1, DS3, OCX, Fixed Wireless, Ethernet, and Satellite contact an ECTtelecom specialist today 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.

ECTtelecom is a premiere partner for inContact cloud-based solutions for the United States and offshore call center – contact center industry around the world. ECTtelecom has been a partner for inContact services since 1998.

inContact ramps up local operations

By BERNIE CAHILES-MAGKILAT

MANILA, Philippines — inContact, the world’s largest cloud-based call center solutions provider with Asia-Pacific headquarters at the Bonifacio Global City, is ramping up its operations here to include global technical support and professional services.

“The commitment is this location is to make it our global hub. We are building our capability here,” said Brian Silverman, inContact managing director for Asia Pacific and Latin America.

inContact has already established their sales and marketing and are in the process of its moving in its global technical support and professional services.

Silverman said its long-term positioning in the Philippines as its sole investment outside of the U.S. is mainly due to the country’s huge BPO sector and very good technical people.

“We have 900 customers now using inContact solutions, but more and more because we have very competent technical people here,” he said.

In terms of local call center customers, inContact is serving customers with average of 40 to 60 seat-operation although they can handle more than 2,000 seats. It has recently signed in two customers with 250 and 350 seats.

Junie Pama, country manager of inContact Philippines, cited the benefits of cloud-based call center solution to making their operations more competitive.

“The call center can be a catalyst in the Philippines to leapfrog into the global market through cloud computing,” Pama said.

“If we can enable small BPOs in the regions, people will no longer come to Manila anymore because they have the right technology there,” Pama said.

“We want to bring this to third class municipalities,” he said.

A recent study by Frost & Sullivan titled “Premise vs. Hosted Contact Center:Total Cost of Ownership Analysis” found that call centers can lower the cost of their contact handling and workforce optimization infrastructure by up to 43 percent over a five year period by using cloud-based offerings rather than installing equipment in their own facilities.

The study also found that the larger the call center is, the higher savings are with the hosted model. Over five ears, 100-seat centers averaged 23 percent savings, 250-seat centers averaged 34 percent savings, while 500 seat centers averaged 43 percent savings.

Frost & Sullivan’s new “Total Cost of Ownership” Study proves that there is a clear cost advantage of as much as 50% in selecting a cloud-based call center solution over a traditional, premise-based system. Download the Frost & Sullivan “Total Cost of Ownership” Study today.

For a FREE SIP Trunking Interop Test, and information about inContact Cloud Based Call Center Solutions, SIP Trunking, TDM, Outbound service, Inbound Toll Free service, Hosted PBX, Hosted Predictive Dialers, MPLS, Private Line, Internet T1, E1, DS3, OCX, Fixed Wireless, Ethernet, and Satellite contact an ECTtelecom specialist today 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.

How does SIP trunking generate such dramatic savings?

Siemens says “No doubt you’ve heard the news that SIP trunking consolidation can reduce costs 30% to 60%. But when considering your options in SIP trunking solutions, the cost savings associated with trunk consolidation is only one of many factors to bear in mind. A holistic view will provide a clearer picture of potential costs and savings — not just with your initial SIP trunking deployment, but also with future investments in your enterprise communications environment.”

ECTtelecom can show you SIP Trunking savings by implementing SIP Trunking networking with TDM voice quality as an overlay to your existing PBX network. ECTtelecom provides U.S. and International SIP Trunking for Outbound Termination and Inbound Toll Free Origination. We have customers that are Fortune 500 companies and the largest call centers in the U.S.

For a FREE SIP Trunking Interop Test, and information about inContact Cloud Based Call Center Solutions, SIP Trunking, TDM, Outbound service, Inbound Toll Free service, Hosted PBX, Hosted Predictive Dialers, MPLS, Private Line, Internet T1, E1, DS3, OCX, Fixed Wireless, Ethernet, and Satellite contact an ECTtelecom specialist today 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.