Call Center News

PSI Call Center Gets New Name To Reflect Expanded Capabilities

WEST BLOOMFIELD, MI -- March 7, 2006 -- "PSI Call Center" has changed its name to PSI Contact Center. With the expansion of new technologies for customer relationships and contacts, the customer communication landscape has been changing dramatically.

The City of Fresno Introduces Customer Service with the ''One Call Center,'' Powered by FrontRange

DUBLIN, CA --March 6, 2006--The City of Fresno has set a new standard for customer service with the launch of the City's One Call Center, providing residents with one direct connection for information throughout the City. HEAT Service Management, from FrontRange Solutions, a global leader in service management, CRM, and voice application solutions for the growing small and medium enterprise (SME) and distributed enterprise markets, is the engine powering the City of Fresno's new revolutionary customer service center for city government.

Stream Tops List of Best-Performing Call Centers

RICHARDSON, TX, February 15 -- Stream, a global provider of technical support and customer service, announces it has been ranked first in call center performance in Global Services' annual report, the Global Services 100 (GS100). The report recognizes the most innovative outsourcers of business and technology services, in addition to the top 10 companies in each of 10 service delivery areas.

Five9 Introduces Virtual Call Center Inbound for Customer Service and Inside Sales Teams

Five9, Inc., the leading global provider of on-demand telemarketing, customer service, and call center solutions for customer interaction management, today announced the immediate availability of Five9 Virtual Call Center Inbound(TM), designed to enable inside sales and customer service and support departments to more effectively manage high volumes of inbound calls - improving customer service and team productivity. Additionally, the company announced its flagship product, the Virtual Contact Center(TM) will now be named Five9 Virtual Call Center Suite(TM).

"Inbound call centers have long been considered a profit drain and necessary evil, but that's now changing with the use of new, flexible on-demand solutions," said Sheryl Kingstone, program manager, Yankee Group. "Technologies like Five9's can help companies create customer-centric inbound call centers that increase sales productivity and bottom-line profits, while offering excellent service which ultimately improves customer satisfaction and leads to repeat business and referrals."

Do Not Call List; Call Center Industry Rebuilds

The Call Center Industry is changing fast. Technology is advancing fast and competition is getting fierce with less people to call on in the Telemarketing Industry, especially with the FCC enforcing the standards of the FTC “Do Not Call List.” There have been massive layoffs in the Out Bound Telemarketing business. Many telemarketing companies stayed in business because they work for politicians campaigns or contract with the major parties or PACs. Others have gone into the non-profit sector to pitch for funds from donors as the non-profit sector is hard up for cash as the economy makes it’s U-Turn and taxi’s onto the runway for a cleared for take-off election year flight to 11,500.

Customer Service Excellence: Driving Sales & Profit Through Service

CHAPEL HILL, N.C. -- March 18, 2005 -- Leading companies seek to maximize all their customer touch points to drive sales and revenue. Since a high volume of touch points occurs in service centers, many firms seek to leverage their service center staff through developing employee capabilities for cross selling and up selling.

LiveSupport(TM) Software Enables IT Help Desks and Contact Centers to Control Customers' Computers Remotely

SALT LAKE CITY, UT -- Feb. 23, 2005 -- Blue Squirrel, Inc., a pioneer in online information management technologies since 1995, today announced the availability of LiveSupport. A technician's dream, LiveSupport enables support personnel to control customers' computers remotely and resolve issues.

Knowlagent's New Customer Conference Catalyst Showcases Innovators Sharing Best Practices for Building a Revenue Dimension in the Call Center

Conference Includes Exclusive Tour of Knowlagent Customer Coca-Cola Enterprises Contact Center

ATLANTA, GA -- Feb. 18, 2005 -- Knowlagent(R), the only solutions provider that guarantees rapid revenue growth from the customer service channel, today announced that its first annual customer conference - Catalyst - will take place May 16-18, 2005 at Saddlebrook Resort in Tampa, Fla. The three-day conference, themed Share the Present. See the Future. will deliver key learnings and best practices in many areas, including Knowlagent's industry-leading specialty - building a revenue generating capability in a current service channel.

Dictaphone's Freedom Recording System Named 'Product of the Year'

STRATFORD, CN -- Feb. 15, 2005 -- Dictaphone Corporation's Communications Recording Systems (CRS) group, a leading provider of recording, monitoring, and Workforce Relationship Management(TM) (WRM) solutions, today announced that it has won a Product of The Year Award for its Freedom® recording system from Technology Marketing Corporation (TMC®) 's Internet Telephony magazine.

PacificNet Epro Deploys WISE-xb Multimedia Contact Center CRM Solution for Bank of China Group Insurance Company

China's Leading Banking & Insurance Company Upgrades Call Center Solution      

HONG KONG -- Feb. 10, 2005 -- PacificNet Inc. (NASDAQ:PACT), a leading provider of call center, customer relationship management (CRM), and value-added telecom services (VAS) in China, announced today that the Bank of China Group Insurance Company Ltd. (BOCGI) has selected PacificNet Epro's WISE-xb Multimedia Contact Center Solution as its key CRM customer services initiative for its call center.