A leader in Internet communications, Telcentris, announced the launch of its new “Hosted Contact Center” at the Channel Partners Conference and Expo on March 2011. This new platform, which offers many useful features, allows for inbound and outbound call center management -- all based on the cloud. The Hosted Contact Center system offers the following features:
Inbound automatic call distribution -- Allows for caller validation, call forwarding and other advanced routing functions, such as self-service voice response, geographical call routing and skills-based distribution.
Outbound predictive dialing – Handles thousands of simultaneous calls, unlike old systems.
Call monitoring and recording – Supports inbound and outgoing calls, including real-time statistics and reporting.
Customer relationship management – Offers enhanced features, such as ease of integration, live chat, reverse matching, unlimited queues and event-based messaging.
Telcentris offers both hosted contact center and hosted IP-PBX systems, allowing for centralized billing, support and a central point of contact for all business phone systems requirements. It is a good option for small and midsize business because the Hosted Contact Center is affordable, not requiring complicated phone lines or equipment -- it uses the Internet and most of the equipment is kept and maintained offsite. Another interesting aspect of this system is that firms can use it to conduct surveys and telemarketing, not just to manage inbound calls.
The hosted contact center, a marketable platform with many enhanced features, is available to channel members starting at a 20 percent commission.
A contact center often brings about a prospect’s first real-time interaction with your company. As such, if it’s not a positive one, they’ll likely look elsewhere for help. With 69% of Americans more inclined to recommend a company to friends and family after a positive customer service experience, you’ll need to exceed expectations on the following fronts. more
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Do you know that 40% of contact centers have no data analysis tools, despite analytics being voted the top factor to change the shape of the industry within the next five years? This guide will outline the importance of call center analytics, and explore the many ways that analytics can help you improve your call center on every level. more
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