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TMCnet Outbound Call Center Week in Review
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TMCnet Outbound Call Center Week in Review

October 26, 2012
By Rich Steeves
TMCnet Managing Editor

Outbound call centers are useful in many areas. Political campaigns can use them to contact potential voters and get them motivated to take part in the election process. Debt collection companies can use them to get in touch with delinquent account holders to try and recoup money owed. There are thousands of uses for outbound call centers, and always a host of news about this space. Here, then, are the top stories from this week!

On the subject of political calls, recent reports have accused Republican presidential candidate Mitt Romney of outsourcing political calling to the Philippines. Though rumors persist, the former governor of Massachusetts has denied these allegations. “The Romney campaign flatly rejected a widely-spread online rumor Sunday night that it had outsourced some of its call centers,” said McKay Coppins of BuzzFeed. “The rumor, which has been percolating on Twitter (News - Alert) in recent days, appears to be fueled by anecdotal accounts from people who say they've received cold calls from Romney campaign canvassers located in the Philippines.”

Debt collectors are another group that widely uses outbound call centers. Recently, Account Control Technology, a company that specializes in debt collections, has selected Castel solutions, including Castel Connects Dialer, Caster Tracker DVR, Castel Convey Enhanced Intelligent Messaging Delivery, Castel Detect Voice and Speech Analysis and Castel Compass (News - Alert). “Castel offers the technology, speed, customization and support to advance our company’s ongoing growth and success,” said Nabil Kabbani, CEO of ACT. “Upgrading our technology to such a high level will continue to ensure that our clients’ customers are treated with the utmost care, resulting in the best possible outcomes.”

One company that has thrived in the inbound and outbound call center space is Five9 (News - Alert). Five9’s third quarter results came out this week and it demonstrated strong growth and customer adoption. “Fueled by more and more large enterprises embracing the Five9 solution, we’ve had yet another record quarter,” said Mike Burkland, president and CEO of Five9. “We are optimistic at Five9; customer count is up significantly year-over-year, we are making strategic investments in our solution and infrastructure and have been fortunate to add more top-tier talent to our executive team and staff.”

Check back in with TMC (News - Alert) for more outbound call center news in the near future!

Edited by Jamie Epstein

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