Tag Archives: hosted contact center

PCCW Global

ECTtelecom is now a Master Agent for PCCW Global

Last week ECTtelecom entered into an agreement as a Master Agent with PCCW Global to offer communication solutions based on the latest IP, MPLS, Ethernet, Private Line, Fiber and Satellite transmissions technologies, in particular to emerging call center and business markets in the U.S., Europe, Asia, Africa, Middle East and Latin America.

PCCW Global, a subsidiary of Hong Kong’s premier telecommunications provider PCCW Limited, serves the voice and data needs of multinational enterprises and telecommunication service providers covering more than 1,500 cities and 110 countries.

With one of the largest backbone networks in Asia Pacific and an extensive network in over 100 countries, PCCW Global provides superior performance throughout the world. PCC Global Continuity, security and impeccable management will enable ECTtelecom to provide high speed bandwidth DS3, MPLS and Private Line for VoIP Services such as SIP Trunking worldwide.

For more information about PCCW Global services contact an ECTtelecom specialist today at U.S. Toll Free 800-664-3071 or International 850-936-5887.

Introducing the inContact Product Suite

Call Center Productivity Without the Price

The inContact platform is revolutionizing the way call center operations buy contact handling/workforce optimization applications. Unlike traditional, on-premise call center solutions, the inContact product suite is a set of on-demand software applications within our powerful IP network.

inContact is designed to support call center agents from anywhere – within a call center facility or from home. The inContact vision is to give our customers the ability to go from being a traditional call center to a full-featured contact center.

Because inContact applications are hosted within our network, our products seamlessly integrate with your existing telecom investment. No costly facility improvements are required to add ACD (Automatic Call Distributor) with skills-based routing, IVR (Interactive Voice Response) and speech recognition, CTI (Computer Telephony Integration), call blending and universal queuing.

The inContact cloud-based suite includes TDM and VoIP voice service such as SIP Trunking Outbound Termination and Inbound Termination for contact centers and call centers.

Our agent optimization features can provide additional value to the way your call center operates including an innovative hiring solution, an eLearning tool, workforce management functionality and a customer feedback and survey solution. All these features support multi-site locations and at-home workers from a unified system interface.

The inContact suite levels the playing field, bringing advanced contact center applications to every call center business. Managers benefit because they can quickly scale up or down, responding to changes in the overall business environment. The most popular enhancements are now pre-integrated and delivered in an affordable pricing service model.

• No big, up-front capital expenditure

• Low risk commitment

• No ongoing maintenance fees

• No costly integration every time a new service is added

• No on-site equipment to maintain

• No consulting services every time a contact flow needs to be modified

For more information about how to increase talk times and agent productivity for contact centers and call centers contact an ECTtelecom specialist today at Toll Free 800-664-3071, or International 850-936-5887.

How many SIP Trunks do you need?

Basically a SIP Trunk is a digital phone line that allows your call center or business to make and receive phone calls from your existing IP (internet Protocol) network connection. This means you need as many SIP Trunks as you will have simultaneous calls at any given time throughout your organization.

For example, if you have 10 phone users in your office, and you know that at any given time you never have more than 5 or 6 users using the phone simultaneously, then you will need 6 SIP Trunks to ensure your business has enough trunks to handle your maximum simultaneous call volume on any given day. If you’re running an inbound or outbound call center you may need one SIP Trunk per operator or agent. So if you have 100 agents you may need 100 trunks.

The beauty of SIP Trunks is that they can be added or removed within hours, so your business, telemarketing call center or hosted contact center can make adjustments year-round to run at the maximum level of efficiency, always at the lowest cost. For more information about SIP Trunking contact an ECTtelecom agent today at Toll Free 800-664-3071, or International 850-936-5887.

Hosted Call Center Outsourcing Solutions

Call Center Outsourcing

To acquire new business and retain the old, you have to deliver better customer service than your prospect can and do it for less than your competitors. Unfortunately, you’re an outsider trying to be an insider and running a good call center is expensive. Not to mention, with all the other outsourcing call centers out there, you’ve got to deliver real, measurable value to your prospects while still making a profit.

inContact understands your challenges as an outsourcer like no one else. We as an inContact partner know when it comes to differentiation, for you, it’s not just a matter of branding, but a matter of success or failure. We can help you add measurable value to your clients by enabling you to collect critical business intelligence that can increase your customers’ dependency on your services. Not only can we increase your competitive edge, but we can help you reduce operational expenses and cost per call and help you deliver a better, more profitable customer experience for your contact center.

ECTtelecom has been a partner with inContact since 1998. We know contact centers and call centers and bring our telecom knowledge to the inContact management that includes SIP Trunking and TDM Long Distance Service. For more information about inContact contact us today at Toll Free 800-664-3071, or International 850-936-5887.