Virtual Call Center

Rachelle Hadnott, AlliedBarton Site Supervisor, talks about what leadership means to her and how she uses her leadership abilities at work and at home to Dare to be GREAT!

Turks And Caicos Hotels | Free Nights & Discounts | Turks And Caicos Beaches www.turksandcaicosreservations.tc Neptune’s Plaza, Grace Bay, PO Box 661, Providenciales, Turks and Caicos Islands, Phone 1-649-941-4218, Fax 1-649-941-4219 Toll Free Reservations 1-877-774-5486 Located right in Grace Bay Turks and Caicos. Local reservations services providing Private Villas, Resorts, Hotels and All Inclusive’s. Professional personal Turks And Caicos Vacation planning from start to finish. Discover the Secret’s of TCI ONLY the locals know about. Photo Credit’s – http Be sure to have all your special moments captured by Brilliant when visiting Turks & Caicos
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www.turksandcaicosreservations.tc – Overview of shopping in Grace Bay including live video hosted by Val in Regent Village, Saltmills Plaza and Graceway Gourmet grocery store

Our Holiday Party at Dinah’s Garden Hotel & Trader Vic’s, Palo Alto, CA – December 4th 2010

Salt Lake City, UT — October 15, 2008

UCN, Inc. (NASDAQ: UCNN), a market leader in on-demand contact center software for intelligent contact routing and agent improvement, has signed a one-year, renewable agreement for a new implementation of inContact® with Cooking.com, a top award-winning online retailer. Cooking.com also operates e-commerce stores for major brands including Starbucks, Food Network, Betty Crocker and Pillsbury.

Cooking.com chose UCN’s on-demand contact center software for advanced contact handling technology to enhance their customer service and support departments. “Our company’s recent relocation from Santa Monica to Marina Del Rey presented an ideal opportunity for us to move to a better customer contact system,” said Shannon Thomas, customer service manager for Cooking.com. “We needed more efficient contact management technology that would offer call recording, call monitoring and agent productivity tools. We found inContact provides this as a complete, turnkey solution, with easy-to-configure and flexible skills-based routing for both inbound and outbound campaigns, along with chat, fax and email capabilities.”

Cooking.com needed a reliable contact center solution with immediate uptime and quick implementation, especially with the looming holiday season — the company’s busiest time of year. “We need this implementation to be done quickly and work flawlessly,” said Thomas.

“UCN can accomplish this affordably and coordinate with our move timetable,” said Paul Jarman, CEO of UCN, “Increasingly, companies like Cooking.com depend on inContact to provide a full framework of solutions for their contact center needs, along with a proven and efficient delivery method. They have joined a fast growing list of companies who are turning to UCN for affordable, reliable solutions to help them be successful in spite of current economic conditions.”

About Cooking.com:

Cooking.com was founded in 1998 and is based in Marina Del Rey, CA. As the leading online marketplace for cooks, Cooking.com operates five uniquely branded websites: Cooking.com, FoodNetworkStore.com, StarbucksStore.com, PillsburyStore.com, and BettyCrockerStore.com. Cooking.com offers its customers over 90,000 products for the kitchen as well as recipes, menus, articles and a growing library of user-generated cooking content and online tools. Cooking.com is committed to providing customers with an exceptional experience and was the recipient of the 2008 WebAward Best Shopping Site and 2007 i.Merchant Gold award for overall excellence as an online retailer. Its investors include Azure Capital Partners, Idealab, Clearstone Venture Partners, Starbucks Corp. and ORIX Venture Finance.

About UCN:

UCN, Inc. (NASDAQ: UCNN) is a leader in call center software applications for contact centers including multi-site and remote workforces. The UCN inContact® platform intelligently routes multi-media contacts to agents anywhere while improving management visibility, agent productivity and agent retention. UCN’s patented software includes an enterprise-grade ACD with skills-based routing, IVR, speech recognition and CTI. Agent performance optimization features include customer experience surveys and agent scoring analysis, call monitoring, call recording, workforce scheduling and forecasting, hiring tools to reduce attrition, and targeted training delivered to the agent desktop. The inContact all-in-one on-demand platform provides rapid application development tools for IT control, no capital expenditure, Fortune 500-compliant security, and a 24/7/365 managed network with carrier-grade redundancy. To learn more about UCN, visit www.ucn.net.

Safe Harbor Statement: The Private Securities Litigation Reform Act of 1995 provides a safe harbor for forward-looking information made on the Company’s behalf. All statements, other than statements of historical facts which address the Company’s expectations of sources of capital or which express the Company’s expectation for the future with respect to financial performance or operating strategies, can be identified as forward-looking statements. Such statements made by the Company are based on knowledge of the environment in which it operates, but because of the factors previously listed, as well as other factors beyond the control of the Company, actual results may differ materially from the expectations expressed in the forward-looking statements. (For the complete statement, please click to: www.ucn.net/safeharbor.)

UCN Contact:

Aaron Glauser

Liolios Group Inc

Communications Director

Scott Liolios or Ron Both

801-320-3468

949-574-3860

aaron.glauser @ ucn.net     

info @ liolios.com

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San Carlos, CA — June 16, 2010

Contactual (www.contactual.com), the leading global provider of hosted customer interaction management solutions, today announced the addition of industry veteran Wendell Black as Vice President of Worldwide Sales.

Black joins Contactual as the market for hosted contact center solutions is experiencing significant growth. To capitalize on this opportunity Black will build upon the company’s success in both direct and indirect distribution to rapidly accelerate revenue growth on a global scale. Black will lead overall sales initiatives including direct and indirect channels, domestic as well as international sales, pre-sales and partner teams.

“I am thrilled to join Contactual at a time when the market is embracing new approaches to providing a world class customer experience,” said Black. “Contactual’s patented technology platform, roster of global distribution partners and years of experience successfully delivering on-demand customer interaction solutions to both Fortune 500 and small to medium-sized firms around the world uniquely positions the company to capitalize on the market’s shift to on-demand solutions.”

Prior to joining Contactual, Black was Vice President, Contact Center Anywhere for Oracle, USA. In this role he was responsible for on-premise and on-demand contact center infrastructure solutions. Prior to Oracle, Black spent 4 years as President, Worldwide Sales and Marketing for Telephony@Work where he successfully led the growth of the company by a factor of 15X in 4 years prior to its acquisition by Oracle. Black’s industry experience also includes roles at Nortel, Aspect Communications and Lanier/Harris.

“We are excited to have an executive of Wendell’s caliber join the team at Contactual,” said Chris Brennan, Contactual President & CEO. “The adoption of on-demand contact center solutions is explosive and represents a multi-billion dollar market opportunity. With his extensive domain expertise, deep understanding of our distribution strategies, including working with our largest resellers, and experience driving success in fast-growing technology companies, I am confident Wendell will play a critical role in extending our market leadership,” added Brennan.

About Contactual

Since 2000, Contactual has provided a better alternative to traditional call center technologies. Its patented OnDemand Contact Center is the fastest and easiest way to deploy a world class call center. Contactual was recently named to AlwaysOn’s inaugural “OnDemand 100” as a category winner. Contactual is a previous CODiE Awards finalist for Best Communications Solution and winner of the Frost & Sullivan Global Excellence in Technology Award and TMC Labs’ Customer Interaction Magazine Innovation Award. For more information, visit www.contactual.com.

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Related On-demand Contact Center Press Releases

Wes Hayden, President of LiveOps, discusses how to reduce contact center operation costs with the LiveOps On-Demand Contact Center Platform.
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Silicon Valley Interview with Simon Butler CEO of Contivio (www.contivio.com) at the 2008 AlwaysOn Stanford Conference by David Brown CEO of IMES (www.internationalmarketentry.com). Contivio is the worlds most advanced On-Demand Contact Center Solution and IMES helps Australian and International companies research and develop a market entry strategy for the USA.

Video 2 of 5: This video discusses LiveOps’ 24×7 Network Operations Center (NOC) and telephony backbone.
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In recent years, proactive communications for customer service have been one of the most in-demand contact center solutions. While basic dialer-based technologies which simply connect agents to callers have been around for years, new proactive communications solutions and applications provide a greater level of complexity and personalization capabilities. They therefore offer more benefits in terms of enterprise RoI and potential increases in customer satisfaction. The hosted deployment model offers swift software updates, faster deployments, and faster time-to-RoI; it is more competitively priced than on-premise configurations.

From a technological standpoint, vendors are offering tools that enable enterprises to introduce business intelligence and rules into each outbound notification. As the North American customer base diversifies in terms of demographics and technological proficiency, the intelligence and interactivity of a proactive notifications suite have become and will continue to be major points of differentiation.

To know more about this report please visit :
http://www.visionshopsters.com/product/7492/Customer-outreach-solutions-and-applications-in-North-America.html

Table Of Contents :

Executive summary
In a nutshell
Ovum view
Market developments
Introduction
Defining proactive communications
Increasing customer touchpoints increases demand for proactive communications
Providers of inbound solutions developing outbound solutions
Emergence of advanced tools and features
Campaign management
Preference management
Analytics and reporting
Evolving channels
Voice moving from predictive dialers to outbound IVR
Interactive short message service (SMS)
Customer impact
Key drivers for investment: cost savings while maintaining or improving customer satisfaction
Push for customer retention
Personalized outreach
Enterprise savings by being proactive
Multi-channel solutions to accommodate new endpoints
Voice still dominates
Enterprise compliance within new regulatory environments
Lack of enterprise capital and resources remains an issue
Recommendations
Enterprises should use hosted proactive communications to personalize customer service without having to justify excessive capital expenditures
Vendors need to concentrate on their analytics capabilities and the ability to provide interactive dialogs across multiple channels

List of Tables
Table 1: Rankings of top channels in order of current importance in 2009

List of Figures
Figure 1: Proactive communications stack
Figure 2: Shifting customer demographics

To know more about this report & to buy a copy please visit :
http://www.visionshopsters.com/product/7492/Customer-outreach-solutions-and-applications-in-North-America.html

Contact us:

Visionshopsters
Ph : 91-22-40583020
Email: marketing@visionshopsters.com
Website : www.visionshopsters.com

San Francisco — November 18, 2009

Contactual, the leading global provider of hosted contact center software, today announced the availability of its OnDemand Contact Center on the AppExchange. Contactual’s OnDemand Contact Center provides hosted contact center solutions to business and internal service organizations, eliminating the need for on-premise infrastructure or for agents to be physically located on-site. This integrated solution is particularly well-suited for Salesforce CRM users seeking to manage customer interactions in the cloud. Contactual’s OnDemand Contact Center is immediately available for deployment from the AppExchange at http://www.salesforce.com/appexchange/.

The announcement was made today at Dreamforce 2009, salesforce.com’s user and developer conference.

Contactual’s deep integration with Salesforce CRM is one of the fastest and easiest ways for companies to deploy a world class contact center that streamlines all customer interactions. Contactual’s market-leading integration capabilities include an integrated single user console, the ability to store and retrieve call recordings, email interactions, and chat transcripts directly from Salesforce CRM cases, as well as integrated reporting and dashboards. The OnDemand Contact Center brings robust contact center functionality to small and midsized businesses that previously could not afford to purchase, implement and maintain an on premise solution

“Our software-as-a-service solution eliminates everything companies don’t want – specialized hardware and software, IT demands, long-term lock-ins and costs – while providing a better customer interaction management system,” said Mansour Salame, CEO for Contactual. “Salesforce.com customers can now have Contactual’s seamlessly integrated call center in their Salesforce CRM deployment.”

“Contactual’s contact center solution is an example of the unique applications available to salesforce.com customers in the cloud,” said Kendall Collins, chief marketing officer, salesforce.com. “Contactual is a welcomed addition to AppExchange and exemplifies the growing ecosystem of applications available to salesforce.com customers to help them realize success.”

Visit Contactual at Dreamforce 2009, November 17-20, Moscone Center, San Francisco, Booth #106.

About the Force.com Platform and AppExchange

Force.com is the only proven enterprise platform for building and running business applications in the cloud. The Force.com platform powers the Salesforce CRM applications with more than 800 ISV partner applications like those from CODA and Fujitsu, and more than 120,000 custom applications used by salesforce.com’s 63,200 customers such as Japan Post, Kaiser Permanente, KONE and Sprint Nextel.

Applications built on the Force.com platform can be easily distributed to the entire cloud computing community through the salesforce.com AppExchange marketplace at http://www.salesforce.com/appexchange/.

About Contactual

Since 2000, Contactual has provided a better alternative to traditional call center technologies. Its patented OnDemand Contact Center is the fastest and easiest way for companies to deploy a world class contact center. Contactual is a Best Communication Solution CODiE Awards finalist and a winner of Best Integrated Solution award from NetSuite. Contactual has earned the Frost & Sullivan Global Excellence in Technology Award as well as TMC Labs’ Customer Interaction Magazine Innovation Award. For more information, visit www.contactual.com.

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Contact centers have become central to the survival and success of any business.  They have assumed dynamic roles in the form of call centers, customer service centers and help desks. Being a critical component of customer relationship management (CRM), contact centers have become the hub of customer-oriented activities.

With growing demand, contact centers have to manage multiplying challenges. Growing business operations can hamper a contact center’s productivity and efficiency, resulting into loss of business. For example, contact center ABC handles customer service operations for company XYZ. Now, as XYZ expands its business and customer base, ABC has to manage an increased number of customer calls, while maintaining high quality services and faster response time. Thus, in an accelerating business environment, every contact center has to find ways to maximize its output in terms of both quantity and quality.

Improving Core Capabilities at a Contact Center

The volume of calls and customer satisfaction graph are vital for the performance of a contact center. To increase customer satisfaction, a contact center must ascertain that no call goes unanswered. An unanswered call leads to a bad reputation for the company. Another important factor is the customer experience during a call. This is made up of different factors, such as a simplified process, call waiting time, responsiveness and query resolution. Poor experience can drive customers to the client’s competitors. On the other hand, if the customer experience is pleasing, the volume of calls will automatically increase in a period of time.

At the heart of improving core capabilities, there are two most important factors to consider:

Technology: Installing high end technology infrastructure solves several of the above mentioned challenges. A sophisticated interactive voice response (IVR) system, server support and dedicated software can multiply the customer experience without any manual effort.

Managing the process: The contact center process involves numerous elements, such as the call routing method, managing customer profiles, pre-recorded message menu and query resolution strategy. The success or failure of any contact center depends on how comprehensively the process is defined. It helps to manage work flow, assess productivity and deliver the promised quality to the client.

Training is Inevitable for Contact Center Staff

A contact center executive interacts with a significantly higher number of customers than any personnel of the client company. Thus, the performance of a contact center executive is critical to the image of the company. To this end, periodic training and performance assessment measures are vital.

Training occurs at two levels. Firstly, the contact center provides basic and routine training to their executives. It involves information regarding routine contact center tasks, such as how to answer a call, improving listening traits and being polite to the customer. However, the client company should also take the initiative to train the contact center executives according to their specific requirements. Also, the company should examine and retrain the staff if required.

Technology, training and effective management are the mantras for any contact center to maximize its output. One should remember that the success of any contact center lies in the success of its clients.

InSO International Call Center, www.inso.us, is the industry leader in providing customer care and technology support services. In the over 10 years that this company has been serving satisfied clients, InSO International has completed over 200 campaigns.