Tag Archives: Cloud Based Call Center

Contact Center Software

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inContact Named Hosted Contact Center Market Share Leader by DMG Consulting

New Report Underscores Significant Cloud Momentum in 2011 and Demonstrates inContact’s Dominant Market Position

SALT LAKE CITY  — a recent report from industry analyst firm DMG Consulting LLC shows that the pace of adoption of hosted contact center software continued to accelerate in 2011 and named inContact, Inc. the market share leader, based on agent seats, in this rapidly growing space inContact (NASDAQ: SAAS) is the world’s leading provider of cloud contact center software.

DMG Consulting helps end users build world-class differentiated contact centers and vendors develop high-value solutions for the market. The Hosted Contact Center Infrastructure Market Report addresses the cloud contact center market, vendors and trends. Among the 17 companies covered in the report, inContact emerged the clear market share leader based on number of agent seats.

“The adoption of hosted contact center software solutions continues to accelerate, as organizations of all sizes recognize its advantages and as cloud functionality closes the feature gap with premise-based offerings,” said Donna Fluss, president of DMG Consulting. “2012 is expected to be a very strong year for the cloud based contact center infrastructure market.”

DMG expects the hosted contact center software market to continue to experience strong growth in 2012 due to important industry trends, including:

  • the need for virtual, multi-channel and flexible servicing infrastructures
  • a slowly recovering economy, which is limiting capital investments
  • cloud-based contact center solutions are starting to be perceived as mainstream for small and mid-sized organizations; adoption in large environments is starting to pick up momentum
  • innovation in underlying cloud architecture and scalability, and broadening functional capabilities of some of the solutions

 

“We are pleased to receive this important validation of our market leadership from DMG Consulting,” said Paul Jarman, inContact CEO. “Our recently announced distribution partnerships with Siemens Enterprise Communications and Verizon and our success with more and more enterprise customers makes us strongly believe that inContact has never been better positioned to take advantage of the opportunities ahead of us.”

 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.ecttelecom.com

About ECTtelecom

ECTtelecom is a worldwide Master Partner for inContact Cloud-Based Contact Center Software. ECTtelecom provides Call Center Software, SIP Trunking and MPLS Service for many Fortune 500 Companies. For more information contact today an ECTtelecom specialist at US Toll Free 800-664-3071 or International 850-936-5887 for a no obligation Quote.

Lead Generation Company Selects inContact

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

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.

Call Center Customer Service

 

 

Do you think that customer service is getting worse?  You’re probably right…

The ACSI just release the 2010 results of their multi-year study on customer service and found that it is…dropping.  Yep.  So if you feel like customer service is going down, you’re probably right.

With a few exceptions, it is declining.

What can we do about it?  I really don’t believe that we are getting up in the morning and saying to ourselves in the mirror, “what can I do to offer worse customer service?”  I believe that those in the industry want to do a better job of offering customer service.

Some claim that it is all about the fragile economy and consumer sensitivity.  If that is the case, now is your chance to jump on it and beat out all of your competition in customer satisfaction.

Greater customer satisfaction leads to:

  1. Customers who buy more from you
  2. Customers who spread good word of mouth about you
  3. More profitable companies

So, things are looking bad across the board…now is your chance to really shine.  What are you doing to shine?  Share your ideas with us here or with me at

Source: Greg Smart — inContact — greg.smart@incontact.com.

For a free inContact webinar demo, more information about the inContact Cloud Based Call Center Solutions, SIP Trunking, TDM, Outbound Termination, Inbound Toll Free Termination, 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.

Why Use SIP Trunking?

 

 

Deploying SIP trunking can be a big step toward simplifying your organization’s telecommunications and preparing for the latest enhancements to real-time communications. One of the primary advantages of SIP trunking is that you can consolidate your organization’s connections to the PSTN at a central site, as opposed to legacy TDM trunking, which typically requires a separate trunk from each branch site.

SIP Trunking in Lync Server

The Microsoft Lync Server SIP trunking capabilities enable the following:

  • An enterprise user, whether inside or outside the corporate firewall, can make a local or long-distance call specified by an E.164-compliant number that is terminated on the PSTN as a service of the corresponding service provider.
  • Any PSTN subscriber can contact an enterprise user inside or outside the corporate firewall by dialing a Direct Inward Dialing (DID) number associated with that enterprise user.

 

Cost Savings

The cost savings associated with SIP trunking can be substantial:

  • Long distance calls typically cost much less through a SIP trunk.
  • You can cut manageability costs and reduce the complexity of deployment.
  • Basic rate interface (BRI) and primary rate interface (PRI) fees can be eliminated if you connect a SIP trunk directly to your ITSP at significantly lower cost. In legacy TDM trunking, service providers charge for calls by the minute. The cost of SIP trunking may be based on bandwidth usage, which you can buy in smaller, more economical increments. (The actual cost depends on the service model of the ITSP you choose.)

 

SIP Trunking vs. Hosting a PSTN Gateway or IP-PBX

Because SIP trunks connect directly to your service provider, you can eliminate your PSTN gateways and their management cost and complexity. Using a SIP trunk can lead to substantial cost savings through reduced maintenance and administration.

Expanded VoIP Services

Voice features are often the primary motivation for deploying SIP trunking, but voice support alone is just the first step. With SIP trunking, you can extend VoIP capabilities and enable Lync Server 2010 to deliver a richer set of services than you can get with previous technology. For example, the same SIP trunk that delivers your telephone service and other VoIP communications services may now provide the following:

  • Enhanced presence detection for devices that are not running Microsoft Lync Server 2010 can provide better integration with mobile phones, allowing you to see when a user is on a mobile phone call.
  • E9-1-1 emergency calling enables the authorities who answer 911 calls to determine the caller’s location from his or her telephone number.
  • GPS locations can be integrated with your Location Information Server to track mobile user location.

 

For a free inContact webinar demo, more information about the inContact Cloud Based Call Center Solutions, SIP Trunking, TDM, Outbound Termination, Inbound Toll Free Termination, 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.