TMCnet Outbound Call Center Week in Review

By Tracey E. Schelmetic
TMCnet Contributor

Happy Autumn Friday, and welcome to another week’s edition of the TMCnet Outbound Call Center Week in Review.

Netxcell, a provider of telecom value added services (VAS), has enhanced the capabilities of its IVR and Video OBD (outbound dialing) products. The company has enhanced Single IVR, its interactive voice response platform, with additional features like Call Patching and Call Conferencing designed to enhance the overall user experience.

Users now also benefit from Subscription Based IVR services, SMS Notification, IN activations through IVR, Information Based IVR services.

Read the full article here.

Satellite television provider Dish Network is being sued by a group of people in a class action lawsuit, and all the plaintiffs say the company will not cut out the robocalls to mobile phones (which are illegal according to the Telephone Consumer Protect Act). Nancy Iniguez, 71, is the lead plaintiff on the class action lawsuit. Iniguez says she received scores of automated collections calls from the company, nothing that the robocalls came daily for two-and-a-half months this summer and were apparently intended for someone else who failed to return Dish Network equipment.

Read the article here.

Options beyond capital-intensive premises-based solutions that do not require huge capital investments are to be explored by a number of businesses due to the global economic downturn and budget constraints for technology. In the Asia Pacific markets, this mindset paved the way for hosted contact center models to be adopted across all sizes of enterprises. In 2011, the market earned revenue of $181.9 million and in 2018 it is estimated to reach $465.0 million, according to the new analysis from Frost & Sullivan (News - Alert), Analysis of Asia Pacific Hosted Contact Center Services Market.

Find the full article here.

Harry & David, the website and catalog merchant famous for pricey but impressive treats, announced earlier this week that it’s bringing a little extra happiness to Eugene, Oregon this holiday season. The call center in Eugene, which they needed to close for financial reasons, is being reopened, and it's hiring. In fact, it's hiring 750 people to handle the holiday rush. Harry & David staffers had started moving back into the call center in July, bringing with them the necessary infrastructure – phones, computers, tables and more – to set up a full call center operation, even locating in the same building in which they'd previously been found.

Read the full article here.

That’s all for this week for news in outbound call center technology and services. Have a great weekend.