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:
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 — firstname.lastname@example.org.
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.
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It’s always been common sense that if you switch from a premise-based solution to the cloud, the savings (both in dollars and time) is substantial. However, a new TCO report comparing premise to hosted contact center software from Frost & Sullivan shows that not only is that assumption correct, but the savings get better and bigger the larger the contact center and the more solutions being used.
It’s always been thought that enterprise contact centers couldn’t benefit from a hosted solution. However, the study shows that over 5 years, a 500 seat contact center using full-function cloud solutions could save 43%. That’s no small amount, no matter how you slice the numbers.
Following are the key highlights of the report:
• Hosted contact center services significantly reduce TCO over premise-based systems in both three- and five-year scenarios for all 12 of the configurations analyzed.
• The larger the contact center, the higher the savings with the hosted model. Over five years 100 seat centers averaged 23% savings, 250 seat centers averaged 34% savings , and 500 seat centers averaged 43% savings.
• The more contact center applications hosted in the cloud, the more money saved. In a 100-seat contact center, for example, the five-year savings jumps from 9% for a hosted ACD to 23% for a full-function, nine-application hosted system.
All of the study’s TCO calculations take into account the costs of systems and applications, implementation, maintenance and upgrades, and hosted per-agent, per-month fees.
|5-Year TCO Hosted Cost Savings % Over Corresponding Premise Deployment|
After seeing the numbers, and considering that with the cloud, you’re always running the most current version of the software, I guess the only question left to explore is why a company wouldn’t switch. You can read the full report by sending an e-mail to email@example.com. In the Subject area type in the words “Save Up to 40% with the Cloud”.
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. For a no obligation quote CLICK HERE.
April 15, 2011
inContact has announced that a Fortune 500 company has selected the company’s cloud-based solution to improve the effectiveness of its European and Asia customer service operations.
inContact helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center call routing, self service and agent optimization solutions.
To enhance the ability of its contact center operations and create a virtual service hub for customers outside the US, the Fortune 500 Company chose to move to the cloud from a legacy, premise-based solution. The company has additional contact centers around the globe, and by the end of next year, it plans to unify its enterprise-wide call routing on the inContact platform.
“It’s clear that the cloud is no longer a solution just for small to midsized contact centers. It’s now an attractive solution for large enterprise contact centers and contact centers that have forecasted substantial growth,” said Paul Jarman, inContact CEO. “Our international expansion strategy is fueling growth in our business and we are excited to work with another large, enterprise company to deliver a powerful experience to their most important customers.”
After selecting inContact’s cloud-based solution to provide key capabilities not available in premise-based offerings, this Fortune 500 leader joins inContact’s growing enterprise and European customer base. inContact can implement solutions rapidly and effectively, to meet the stringent business requirements of enterprise customers as a cloud-based solution. By existing in-house contact center staff to support changing business initiatives, the inContact solution can be easily modified on the fly.
Recently, an expanding U.S. based outsourcer has selected the inContact cloud-based solution to better serve its growing energy industry clientele. Currently, the outsourcer offers mission-critical service for more than 30 different energy/utility companies and maintains 200 agents to process calls for billing inquiries, service issues and reporting of potentially hazardous situations. The company needed to fight the challenge related to its aging premise-based phone systems and also support its new business.
Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju’s articles, please visit his columnist page.
For a free inContact webinar demo, more information about the inContact Cloud Based Call Center Solutions, SIP Trunking, TDM, Data, MPLS and High Speed Internet contact an ECTtelecom specialist today at U.S. Toll Free 800-664-3071 or International 850-936-5887. For a no obligation quote CLICK HERE.
ECTtelecom is the leading VoIP SIP Trunking solution for inbound (toll free), outbound and predictive dialing call centers. The only thing required to set up SIP Trunking are personal computers (PC’s) and a broadband connection. Your SIP Call Center agents can be located anywhere in the world to utilize our multiple SIP Trunking carrier networks.
A SIP (Session Initiation Protocol) Trunk is a connection between two network elements, a PBX and a service provider.
Although a SIP Trunk can be viewed as a phone line delivered over an IP trunk connection to a provider network using Ethernet, broadband, copper, etc., voice is not the only thing the SIP signaling protocol can handle. SIP manages not only voice but also data packets, enabling everything from voice and video, to chat, email, presence, collaboration, dynamic concurrent call sessions, conferencing, contact center management and business continuity. SIP Trunking is rapidly replacing TDM long distance service for call centers and contact centers.
SIP is a protocol supporting a user to user communications paradigm that utilizes any devise, any application, anywhere, anytime.
ECTtelecom offers the bundle option of SIP Trunking and TDM Inbound (Toll Free) and Outbound Service with the inContact Cloud Based Call Center Solution. InContact is the World’s largest service provider of Cloud Based Contact Center Solutions. Experts say “Incontact is the clear leader.”
inContact helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center call routing, self service and agent optimization 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.
For a free Incontact webinar demo, or more information about SIP Trunking, TDM and Cloud Based Call Center Solutions contact an ECTtelecom specialist today at U.S. Toll Free 800-664-3071 or International 850-936-5887 – www.ecttelecom.com.
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