...Smart Telecom Solutions
800.664.3071
Author Archives:
Cloud Based Contact Center
Cloud Based Contact Center
Leading multi-national software company selects inContact to unify service processes
Cloud Based Contact Center – 7th March 2012 – inContact the leading provider of cloud based contact center software and contact center agent optimization tools announced that a leading multi-national software company selected the inContact cloud based contact center routing and workforce management solutions to unify its global customer service operations. The company has plans to ramp its usage of the inContact cloud based contact center platform to nearly 250 agents in the coming months.
The software company supports thousands of product lines through multiple contact centers around the globe and prior to moving to the cloud, was using several different legacy premise-based systems to link these centers. The contact center management conducted an extensive search for a single vendor system to replace and harmonize the multiple systems, add new channel capabilities, and future-proof the company for growth.
The Software company selected inContact cloud based contact center software to support multi-location and at-home agent deployments around the world, using a “follow the sun” routing strategy. The company uses salesforce.com at the heart of its customer interactions, and so inContact’s integration with this CRM as well as its ability to get the solution rapidly deployed to meet an aggressive timeline were key factors in the decision. Additionally, inContact’s flexibility enabled the company to deliver calls to the cloud on their preferred carrier.
“With our growing international presence, supported by our global cloud infrastructure, inContact is a very attractive cloud based contact center solution to multi-national companies with significant operations around the world,” said Paul Jarman, inContact CEO. “We are able to provide an enterprise-class solution to our customers, with all of the benefits of scalability, pay-as-you-go model, and disaster recovery that have become the hallmarks of the cloud based contact center delivery model.”
With agents working at home and at multiple contact centers around the globe, the cloud based contact center software company will be able to strategically manage its distributed workforce through the use of the inContact Workforce Management solution. The WFM solution will enable the company to maximize agent effectiveness and improve supervisor oversight through monitoring, training and scheduling.
About inContact
inContact (NASDAQ: SAAS) helps contact 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 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.
Blended Dialer Software
Blended Dialer Software
Smarter Blended Dialer Software
Blended Dialer Software by inContact, automatically moves outbound agents to inbound queues when call volumes increase, and back to outbound when the inbound service level is met, ensuring your agents are working on your most profitable activities.
In a perfect world, call volumes would be perfectly predictable, every contact would be handled swiftly, and you would always know the ideal balance of inbound and outbound agents. However, as everyone in the business knows, call volumes fluctuate hourly, daily, and weekly and the “perfect call center” is just a fantasy. That is where a blended dialer software program can help.
inContact can’t wave a magic wand and make your call center fantasy a reality – but we can get pretty close. Our inbound outbound blended dialer software is simulation-based and not only has all the great features our Predictive Dialer has, but it is also intelligent enough to dynamically address changing call volumes. When you don’t have enough inbound agents to keep up with demand, the inContact dialer automatically moves your outbound agents to handle inbound calls and preserve your customer experience. Once your inbound service level goals are met, inContact automatically moves your agents with the highest outbound proficiency back from the inbound queue to handle outbound calls. Its sophisticated dialing engine also means that agents can handle all call types from a single user interface, making the shift between inbound and outbound call priorities quick and easy. This enables your agents to work on your call center’s most profitable activities all the time. And because blended dialer software billing is based on a pay-as-you-go model, you only pay for what you use – ensuring cost-effective resource consumption when compared to premise-based solutions.
Unlike other vendors who throw in regulatory compliance as an afterthought, it is the core principle for inContact’s inbound outbound blended dialer software. From its inception, inContact hosted Blended Dialer Software has been designed to dramatically increase agent utilization while still meeting regulatory compliance, including abandonment rate, ring-no-answer thresholds, and time-of-day dialing. Because of its purpose-built design, there is no possibility, or need, for supervisors to micromanage or manipulate a campaign in search of better performance, providing an extra level of compliance protection.
About ECTtelecom
ECTtelecom is a worldwide Master Partner for inContact Cloud-Based blended dialer software or Call Center Software. ECTtelecom provides Call Center Software, SIP Trunking and MPLS Service for many Fortune 500 Companies. For more information about Blended Dialer Software contact today an ECTtelecom specialist at US Toll Free 800-664-3071 or International 850-936-5887 for a no obligation Quote.
Least Cost Routing
Least Cost Routing
Wholesale Least Cost Routing (LCR) Carriers
ECTtelecom, a worldwide provider of cloud voice applications and Session Initiation Protocol (SIP) Termination services such as Least Cost Routing, offers Wholesale SIP Trunking Termination and Least Cost Routing designed for Call Centers, Facility-Based Carriers, CLECs, ITSPs, Hosted and SIP Trunking VoIP Providers, and Hosted Dialer Providers.
In voice telecommunications, Least-Cost Routing (LCR) is the process of selecting the path of outbound communications traffic based on cost. Within a telecoms carrier, an LCR team might periodically (monthly, weekly or even daily) choose between routes from several or even hundreds of carriers for destinations across the world. This function might also be automated by a device or software program known as a “Least Cost Router.”
ECTtelecom is a Master Agent for over 35 US Carriers. Because of our Carrier contractual relationships, ECTtelecom provides our worldwide Call Centers with Least Cost Routing with multiple carriers. The obvious advantage of having multiple carrier interconnects is that an engine can choose the lowest cost option for each destination maximizing savings. Least Cost Routing accomplishes this by integrating pricing algorithms into a database and having a SIP-capable routing engine query that algorithm to make decisions before making an outbound Termination call.
About ECTtelecom
ECTtelecom is a worldwide Master Agent for over 35 major carriers. ECTtelecom provides Wholesale VoIP Providers, Least Cost Routing (LCR), Cloud-Based 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.
Contact Center Software
Contact Center Software
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.