Inside Virtual Call Center

With the airline industry continuing to post slumping sales figures, airlines need to come up with new ways to draw in and keep customers. With notoriously inefficient and confusing customer service provided by airline industries, improvement within customer service could be vital towards attracting and maintaining loyal customers.

Continental Airlines acted upon this perceived weakness in the airline industry by introducing its new Virtual Expert technology. With this solution, customers have around the clock support which allows easy interaction with customers in order to satisfy all customer inquiries that may come up. With this new technology, booking a flight has never been easier as all questions are quickly and easily answered by a qualified call center agent.

Customers would never know that there isn’t a human responding on the other line. This advanced technology has a programmed robot on the other line that is designed to emulate the voice of an actual human. With speech recognition as well as chat capabilities, this advanced robot can handle a vast majority of customer questions and provide quick and efficient customer service.

This Virtual Expert can handle a majority of the questions asked by Continental Airlines customers. With this new technology, customers are quickly satisfied as their questions are rapidly answered. Continental continues to maintain an advantage in the customer service arena over its other competitors as they continue to innovate and strive to provide the best service for its loyal customers.

Technorati Tags: Call Automation, Call Center, Customer Service, Customer Support

Omega Direct Response has announced that it has chosen Five9 as its virtual call center software provider. Five9 will implement its virtual call center suite in Omega Direct offices worldwide. The newest release of Five9 Virtual Call Center added a number of new features such as improved predictive dialing as well as IVR and call routing. In addition, a number of other improvements to its existing virtual call center software have made Five9 a much more attractive option for prospective customers. 

Five9 Virtual Call Center offers a number of features that enhance both outbound and inbound campaigns for businesses. Omega decided on Five9 due to its multilingual capabilities which are vital to the work Omega does. Omega has a number of company offices that use a variety of different languages and finding a solution that can fit into that business model was very important to Omega. In implementing Five9’s new software, Omega now has a step up on the rest of the competition.

For more information regarding this new partnership, you can read the full article found here.

Technorati Tags: Virtual Call Center, Virtual Call Center Features, Virtual Call Center Software

OAISYS has announced the released of its newest version of Tracer Software. Tracer Software is a technology that can greatly benefit a company’s call center. Some features of Tracer technology include call recording, call storing, telephone playbacks, and more. The newest release has a number of new features and functions that should provide a company with more options and a much easier time to use. Some of these new features including easier to use interfaces as well as more powerfull call management and recording tools.

The Benefits of deploying a technology for your call center can be great. In addition to provide call logs and records for a company’s calls, you can track employee performance. This should greatly improve productivity and customer service of the call center as employees know that their moves are being tracked and calls are being recorded.

For more information on this new technology, you can read the full article found here.

Technorati Tags: Call Center, Call Center Management, Call Center Technology, Call Tracking, Virtual Call Center

PanTerra Networks released its new Virtual Call Center Solution today, which should mainly beneift SMBS, providing SMBs with a number of useful tools that should benefit its agents. Some of the useful features in Panterra’s New Call Center Suite include the ability for the system to handle higher volumes and tools that improve support.

PanTerra’s WorkSuite Call Center should provide companies with a flexible and affordable solution that fulfills many company needs which should allow them to provide quality service and support to improve customer satisfaction. This new Virtual Call Center Solution provides the reliability and efficiency companies need to succeed. The ease of deployment and easy integration also provides companies with all the more reason to invest in this new call center solution.

A variety of new features also allow more control over call center agents as well as easier monitoring of call center agent effectiveness. Also, with various reporting and data tools, call centers can easily see what tactics are working and which ones that need to be improved.

For more information regarding the release of PanTerra’s New Virtual Call Center Solution, you can read the article found here.

Technorati Tags: Call Center, SaaS Virtual Call Center, Virtual Call Center

Aastra, a provider of communications technology in Europe, has released a smart routing feature which should help companies provide better customer service to its clients. In releasing this, Aastra allows companies to be more client focused. It enables Aastra to communicate with clients in a variety of ways, dependent on the customer’s preference of communication.

Contact Centers have been growing all over the world and with this growth comes the requirement to be more efficient in handling customer calls. However, the solution is not so simple as customers have the expectations of better customer service as well as short wait times. Aastra’s call center solution helps solve many of these problems and improves call center agent productivity while also improving the quality of service provided.

With the integration of a variety of call center systems into one simplified system, companies are able to access all pertinent information easily. This allows companies to efficiently run their call centers as well as manage them properly. Aastra’s continued innovation in the call center arena is allowing companies to benefit as newly released features help companies perform more efficiently.

Technorati Tags: Call Center, Contact Center, Virtual Call Center, Virtual Contact Center

The needs of SMBs are often different from those of larger companies. With these different needs in mind, it becomes critical to choose the right call center solution without purchasing unnecessary extras which may end up costing the company more money.

Some helpful tips for small companies when choosing Call Center Software is to consider many factors.

Does the call center solution integrate well with your other business applications?

Is the Call Center technology scalable with the growth of your business?

How easily is the Call Center system deployed and how much support does the company offer?

These are some simple questions SMBs should ask themselves when considering different call center solutions. It is important to find a solution that fits company needs now as well as preparing for company needs in the future. Making the right call center decision is a challenging task and with the huge variety and wise scope of call center technologies out there, it can seem nearly impossible. But, understanding the needs of the company can be very important in choosing the right contact center solution.

Technorati Tags: Call Center, Call Center Solution, Contact Center, Virtual Call Center