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

November 03, 2012
By Tracey E. Schelmetic
TMCnet Contributor

Welcome to the end of a very trying week (at least for the Northeast U.S.) and an opportunity to wrap up the week’s events in outbound call center news.

A new agent-to-consumer interaction solution from Varolii uses cloud-based predictive dialer technology to modernize customer outreach. Known as Varolii Interact Cloud Dialer, the new dialer expands Varolii’s customer self-service Interact platform to offer a full breadth of customer interactions to reach consumers in the right way, with the right message at the right time.

Read the full article here.

The hosted contact center market is expanding, and many contact center enterprises are moving toward cloud-based solutions. According to the research firm, Gartner (News - Alert), it is predicted that 75 percent of all contact centers will utilize cloud technology by 2013. Cashing in on this trend and to enable service providers to increase their revenue by replacing inefficient and expensive premises-based call centers with high functionality, CTI Group (News - Alert), a cloud-based contact center solutions and Indianapolis-based carrier software company, has closely collaborated with BroadSoft for BroadSoft’s hosted call center solution – Call CenterXpress.

In another story, the Federal Trade Commission is challenging the public to create an innovative solution that will block annoying, commercial robocalls in order to address public grievances caused by these illegal, prerecorded telemarketing calls on mobile and fixed phones. To accelerate this effort, the agency is launching FTC (News - Alert) Robocall Challenge and offering a $50,000 cash award for the best technical solution.

To access the article, click here.

When there’s potential for a new call center to be built in one particular location or another, there’s obvious excitement from both sides of the issue. On the one hand, the government is more than happy to see a new call center come into a town, as it almost always means new jobs for those who live in the area. On the other hand, a business capable of opening a call center is one that is taking a positive step forward when it comes to the bottom line.

Read the full article here.

That’s all for this week in outbound call center news. See you again next weekend!

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