Tag Archives: incontact cloud

inContact Philippines

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.

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.

What Is SIP Trunking?

 

The Many Definitions of SIP Trunking

by Adam Uzelac – Global Crossing

About 490,000 results (in 0.20 seconds, for what it’s worth) – that’s the number of results from “Guru Google” when asked to return information from the search, “What is SIP Trunking?” As you might guess, there are many different definitions of SIP (Session Initiation Protocol) Trunking freely available on the Internet. Regardless of the definition that you subscribe to, enterprise cost-savings MUST be at the heart of the definition. SIP Trunking is a solution in VoIP communications by allowing a concurrent call(s) to pass over a SIP Service Provider’s IP backbone using SIP technology.

Wikipedia gives another definition to what SIP Trunking is:

The Wikipedia definition states: “In telecommunications networks SIP Trunking is a VoIP solution based on SIP protocol. This Solution allows ITSP (Internet Telephony Service Providers) to give Voice Services and unified communication via IP access to business customers (companies) equipped with a private infrastructure generally based on IP-PBX (Private Branch eXchange technology in IP)”. Source

I was asked to pontificate with a few colleagues to explain Global Crossing’s definition of SIP Trunking. In this first part of the “SIP Trunking Series with Global Crossing”, I explain what SIP Trunking is and the evolutionary path that got us to SIP Trunking.

ECTtelecom is a master agent for Global Crossing. For more information about Global Crossing services, 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.

Hosted Contact Centers

ECTtelecom is a Master Agent for InContact

US Toll Free 800-664-3071 — International 850-936-5887 — www.ecttelecom.com

inContact Hosted Contact Center Solutions

TCO Study Confirms: Save Up to 40% with the Cloud

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
Seats
Configurations 100 250 500
ACD Only 9% 10% 19%
ACD+ 21% 28% 39%
Full Function 23% 34% 43%

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 info@ecttelecom.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.

Fortune 500 Company Selects inContact

Fortune 500 Company Selects inContact for Call Center Services

By Raju Shanbhag

TMCnet Contributor

April 15, 2011

ECTtelecom is a Master Agent for inContact Call Center Services

800-664-3071    850-936-5887


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.