LYCOS RETRIEVER 
Advanced Call Center: Customers
built 182 days ago
AltiGen Communications, Inc. is a leading manufacturer of IP phone systems and Call Center solutions that save businesses time and money, and create operational efficiencies by taking advantage of cutting-edge voice and data convergence technologies. AltiGen's AltiServ(R) VoIP-PBXs and Call Centers have been proven in over 17,000 installations around the globe, and have been recognized for excellence with more than 40 industry awards since 1996. Focused on small to mid-sized and multi-site businesses, AltiGen customers benefit from integrated solutions that protect their existing network and telephony investments, while providing unique new ways to be more competitive and productive.
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With xSELLerator Hosted Call Center supervisors can monitor, coach, barge or send instant messages to the remote agents. The monitoring feature provides the ability to listen to an agent’s call, coaching allows the supervisor to provide feedback or direction to the agent without the customer hearing and barging allows the supervisor can take over a call to ensure quality. A supervisor can ... send a text message to one agent or to all agents.
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Davox Corporation (NASDAQ:DAVX), a leader in the field of call center technology and integration, provides unified call center solutions for businesses involved in customer service, collections, telemarketing, fundraising, and other related activities. Davox's inbound, outbound, and blended solutions combine open systems, client/server architecture with applications development expertise and full customer service and support. Headquartered in Westford, Massachusetts (USA), Davox has a direct sales force in the U. S., Canada, and the United Kingdom, plus distributors in many countries throughout the world. In addition to InterVoice, Davox has joint marketing, reseller, and other strategic business partnerships with NORTEL Communications, Southwestern Bell Telecom, GeoTel Communications Corporation, and Columbia Ultimate Business Systems. Additional company and product information may be obtained by visiting Davox's Home Page at http://www.davox.com .
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Formula Telecom Solutions ICCS (Integrated Call Center Solution) was commissioned by Mobil-Tel to provide an all-inclusive, turn-key, state-of-the-art call center solution, in order to respond to the rapidly growing needs of the operator’s over 2 million subscribers. With service expected 24 hours a day, 7 days a week, and totaling at over 6 million incoming calls every month, FTS ICCS was challenged to provide an efficient, cost-effective, flexible integrated solution that will enable the operator to provide its customers with high-availability first-class service, while showing and increasing ROI.
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Call center software is ... great for keeping track of records. The user-friendly interface allows your operators to type in data on respondents and share that information with other operators in your network. Thus, your operators don't have to reinvent the wheel every time they place calls, and you'll avoid the frustrating redundancy of calling clearly disinterested customers multiple times.
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In recent years, call center operators have attempted to rebound from this negative image by implementing new tactics. Some phone centers are now offering predicative dialing, where the system estimates the queue time for a caller. Other offices are providing callers with a pre-recorded voice menu so they may chose the specific department or expert they need to communicate with prior to speaking to a live agent. Still other centers are prioritizing customers based on emergency need or call time and allowing agents to recognize a number and have pre-obtained information about the caller in advance.
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