June 21, 2012
Report Indicates Need for Cloud at Call Centers
By Anuradha Shukla
TMCnet Contributor
75 percent of call centers will incorporate cloud technology into their operations by 2013, according to a newly released report by Gartner (News - Alert) Research.
Appointment-Plus, the global specialist in online scheduling solutions notes that this trend has created an increased interest in its solution for better management of customer service appointments and callbacks.
More number of companies today are keen on using Software as a Service (SaaS (News - Alert)) and cloud technology for their Business Process Management (BPM) procedures.
Gartner Research latest research also indicates an increased need for cloud-based solutions for call-center service providers such as West Corp., Convergys (News - Alert), Sitel Worldwide and TeleTech Holdings.
Appointment-Plus claims its solution offers a better alternative to the current BPM procedures of companies through online customer self-scheduling of support/technical appointment calls, inquiries and callbacks.
Appointment-Plus enterprise scheduler can be implemented at call centers and customer service departments to significantly improve the management of inbound customer calls.
The enterprise scheduling system increases agent utilization by allowing the self-scheduling of less urgent and in-depth inquiry appointments beforehand.
The solution also includes automated e-mail and text message reminders that helps decrease the number of “no-shows” who miss their scheduled appointment calls.
“Call centers and customer service departments play an integral role at corporations, enterprises and large businesses worldwide, but they can also be difficult to properly and effectively manage,” said Bob La Loggia, CEO of Appointment-Plus. “Our online enterprise scheduler is the perfect solution to improve this important operational component.”
Appointment-Plus was in news earlier this year for releasing its top 11 reasons why institutes of higher learning should adopt this technology.
Edited by Juliana Kenny