Managers at customer-facing organizations are always on the lookout for ways to make outbound sales campaigns more efficient and more effective. Modern technology can offer part of the solution, enabling new ways to place and track calls.
One option that’s gaining more and more popularity is the hosted VoIP call center. By using a solution that’s managed off-site, but that still offers the robust features one would expect from a call center system, organizations can make it easier and more efficient for employees doing the heavy lifting of outbound campaigns to breeze through thousands of leads.
3CLogic offers just such a hosted VoIP call center platform, ôBelyx, which is designed to go beyond typical features in a hosted solution to provide instant, on-demand, anywhere access to integrated advanced dialing and other VoIP-based features for a complete, Web-based solution that’s both simply to use and also robust.
Thanks to a variety of partnerships, the technology behind ôBelyx is now being applied more broadly than just in 3CLogic’s own solution. In a recent blog post, for example,
Medhavi Bhatia, chief technology officer at 3CLogic, pointed out that the company’s Telephony Application Grid (TAG) technology powers a service called foneathon.
Bhatia described foneathon as “an online subscription service which make campaign management and calling dirt cheap and simple.” This makes it possible for community volunteers to log onto the system from their homes and collaborate on a campaign to collect donations for a particular cause or to encourage fellow citizens to get out and vote in an election.
The TAG technology, Bhatia explained, makes it possible to set up this type of telephony system without needing to invest in expensive server resources. It’s useful for grass-roots applications like those enabled with foneathon, and also for traditional call center solutions using a subscription model, as with ôBelyx.
In another recent blog post, Bhatia highlighted news that KCG picked ôBelyx to run a series of campaigns without having to make infrastructure changes. ôBelyx, he said, comes bundled with standard features like leads management and analytics, but these are delivered using Web 2.0-type model.
“For example, all reports are built using Adobe Flex real time charts,” Bhatia said. “All agent nodes are configurable in real time from a management account which can be operated from anywhere by signing onto an online account. Call dialing performs much better since it minimizes unnecessary call transfers, clicks and call holds which irritate customers.”
To learn more about how ôBelyx is being used, please visit the VoIP Call Center channel on TMCnet.com, brought to you by 3CLogic.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.
Mae Kowalke is senior editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Mae's articles, please visit her columnist page. She also blogs for TMCnet here.Edited by Mae Kowalke