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TMCnet Contact Center on Demand Week in Review

TMCnews Featured Article


October 20, 2012

TMCnet Contact Center on Demand Week in Review

By Oliver VanDervoort, Contributing Writer


When it comes to the Contact Center on Demand market, there was plenty of news this week, including one company that seems to think it has managed to create a solution that makes it all the more easier to offer a hosted call center to enterprise companies that is scalable and easily adjustable. A recent study detailed the difficulties that can come from trying to run a call center in this day and age. Along those lines, two call center solutions providers have actually formed a partnership that will help provide hosted call center training to their customers. Finally, yet another telecom has found that hosted call center solutions are becoming the wave of the future and took a step towards a lucrative future of their own.


Broadsoft announced this week that they had released a new kind of hosted call center, which they have dubbed the Call Center Xpress. This particular solution will be able to offer a hosted call center customers can call their very own thanks to a simple-to-deploy package. David Bukovsky, vice president products, Broadsoft talked about what his Call Center Xpress can do for Broadsoft’s customers. "Call Center Xpress extends features and functionality typically reserved for large enterprise call centers – such as voice-enabled IVR services, speech analytics, advanced call center functionality and unified communications services – to small businesses and mid-market enterprises."

Finding easier ways to operate a call center is becoming an ever more important part of most enterprise sized companies. A report titled “The Road Ahead – The Future of Field Service Delivery” laid out a bunch of different issues that companies are facing today in the business world. The study looked at everything from the amount of money that was being spent on fuel to customer service and found that good service was a key component to any sort of success, no matter whether those customers were individuals or other firms.

As a way to make sure that hosted call center clients are able to receive good customer service, 3CLogic (News - Alert) and IRT have agreed to partner up on what could be called a rather revolutionary kind of training program for employees of customer call centers. 3CLogic currently offers its hosted call center solutions on the Amazon Web Service and will benefit from the training services that IRT can provide.

One company that can attest to the benefits of using a hosted call center solution is IDT Telecom (News - Alert) who recently began implementing Tikal’s hosted call center solutions into its corporation. IDT had decided that it needed enough call center support to equal a 50-seat call center that had capabilities like 100 percent call recording capabilities as well as 24/7 availability of live call center agents. The partnership with Tikal makes it possible for IDT to have the best of both worlds of a live on site call center and hosted call center solutions that are at the top of the market.










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