Outbound Call Center Week in Review: Improvements, New Technology Enable Transformation

By Stefania Viscusi
Assignment Desk Editor

Last week the focus on the call center space was all about the cloud. This week we still cloud-focused news making headlines but we also saw some new services being announced and read commentary on how call centers can better treat customers and hire the right agents for better outcomes.

In keeping with the cloud momentum, Ytel, a provider of cloud communications software, announced X5 – its fifth generation cloud contact center platform.

Targeted at the enterprise call center, the solution features a blended outbound and inbound communications platform that is fully customizable, supported by a company owned certified network, and has 24/7 Smart Support.

Also this week, CallCenterPros, a provider of turn-key outsourcing solutions for the call center market, announced the release of its new third party verification services have gained positive feedback from businesses in the U.S. where many sales of products over the phone are occurring and where using a third party verification service is a legal must. The third party solution handles this verification process for businesses without the need to use their own resources.

Speaking of making sales, eBay (News - Alert) announced this week that it is looking to hire 1,000 employees for its Wisconsin call center as the holiday season quickly approaches.

Five9 (News - Alert) recently offered more information on the expansion of its leadership team, which includes naming Nick Delis as regional vice present of enterprise sales and Todd Eby as vice president of professional services. Eby worked for five years as a professional services expert for Five9 and Delis; joined the company in the fall of 2013, offering over 25 years of experience in the telecommunications industry.

Finally, two informative features this week look at how companies might be standing in their own way when it comes to improving customer service and how companies should learn to better screen agents in the hiring process to ensure they are choosing a candidate that can handle the taxing task of answering calls from customers. Definitely worth a read.

That’s all for this week. Be sure to check back for all the latest outbound call center news as it happens. Until next week…