Connections Magazine News
July/August 2005

ATSI Awards Gold Certification to More Call Centers

 The Association of Teleservices International (ATSI) conferred four call centers with the Gold 24/7 Call Center Certification Award:

• MASCO Services, Inc.  

• Telelink Call Centre

• Towne Answering Service 

• Keystone Answering Service

Telelink is the first Canadian call center to be so awarded. Keystone is a wholly owned subsidiary of MedCom Professional Services, the first site to be certified overall. Towne is the first to be certified for the CadCom platform for the CEO Users Group.

Additionally, Syntheny earned an upgrade to Gold 24/7 Call Center Certification.  The Gold Certification indicates that these call centers have met or exceeded high standards in the areas of business practices, life safety, operations including both normal and emergency procedures, personnel hiring, training, and ongoing evaluations through a peer review program focusing on 99.9% annual run time.

For more information, visit ATSI at www.atsi.org.

 CCNG Announces Availability of Online Assessments

 CCNG (Call Center Network Group) announced seven call center focused competency assessments.  These call center competency tools have been developed by The Call Center School to measure core knowledge and skills for call center leadership, front-line fundamentals, workforce management, call center operations management, call center quality assurance, call center technology, and call center supervision.

Individuals or groups of individuals may take these assessments to pinpoint strengths and identify weaknesses in a variety of areas.  Participants score in each of the ten topic areas compared to average scores of the approximately 150 other call center professionals who have taken the assessment in the past two weeks.  Each person receives a report showing scores in each subject area to identify topics needing additional study and development.  Special arrangements can be made to score and compare your entire team together or specific groups of management and staff.

CCNG is the number one industry advocate for call center managers.  It  provides programs on a local, regional, national, and virtual basis. For more information, contact CCNG at membership@ccng.com, or call 800-840-2264.

 ASTAA Offers Convention Special

 Atlantic States Telephone Answering Association (ASTAA) is offering registration for the 2005 Annual Convention to anyone in the telecommunications industry at member rates.  They invite all to attend and "Learn To Lead" on October 11-13, 2005.  The conference will be held at the Ramada Inn BWI, Key West Conference Center located outside Baltimore, MD.  The facility is just five miles from BWI Airport.  There is a free shuttle service; rooms are $89 per night.  The registration fee of $300 covers all materials, two breakfasts, lunch, three breaks, cocktails, dinner, and chance to win door prizes and contributor prizes.

Transportation will be provided on Wednesday night, October 12, to the Inner Harbor in Baltimore.  A power-packed program is planned with topics that call center supervisors and managers can use to better lead their organizations.  Presentations will be interspersed with opportunities for interaction and discussions with others.  Major telecommunication vendors will be available to show their systems and answer questions.  As a special plus, Jack Agati, a speaker at the ATSI 2005 National Convention in St. Louis, will address "Dealing with Beastly People" in an interactive presentation.

For more information about the ASTAA Convention, "Learn To Lead," contact Nell at 800-718-1712 or astaan@mindspring.com.

 NACC Releases Report "Winners and Losers" in Call Center Industry

 The National Association of Call Centers (NACC) has released its report on the state of the call center industry.  The white paper is titled, "State of the Industry Report-Winners and Losers: Change in Call Center Locations and Employment, 2002-2005."

The report examines public source data gathered for 31 months, July 2002 through February 2005, examining the openings, closings, expansions, and contractions of call centers throughout the world.  Utilizing 456 discrete entries, the study highlights number of jobs created and lost and the average job gained and lost per center. In addition, the study reveals call center openings, closings, expansions, and contractions.  It also reports job gains and losses per month and quarter globally and within the U.S.   The study includes data from 27 countries and 44 U.S. states.

NACC is a membership-based, non-profit organization established to provide research-based data, information, and analysis to the call center industry.  The Winners and Losers report is available to members of NACC and will be updated annually.

ATSI President, Tedrick, Says "Good Bye"

As Gary Tedrick concluded his term as ATSI President, he had this to say, "I would like to express my heartfelt thank you to everyone who invested their time and knowledge into ATSI.  We have seen ATSI change; we have grown as a volunteer organization, seeing greater participation and sacrifice from individuals.  We are experiencing a new and better relationship with other groups and our manufacturers have become more interactive.  [This is] all to the betterment of us as a group and our individual businesses personally.  We have seen the education of our members and the legislative committee tackle areas of concern.  Our board has set policies and principals for the future to assure the continuing growth and progression of each member and our industry as a whole.  Finally, we have seen the long awaited release of our first national advertising, marketing awareness campaign in conjunction with the PBS Network."

"As I look back on my year of service, I can only smile and give thanks; our future is bright!  Our new leadership will continue the great legacy of ATSI and continue to build on our shining future.  Thank you for a wonderful year."

For more information, visit ATSI at www.atsi.org.

 Tele-Response Center Expands and Relocates

In order to accommodate its recent growth, Tele-Response Center, Inc. (TRC), has relocated its corporate office and direct mail divisional operations to 9350 Ashton Road, Suite 202, Philadelphia, PA, 19114.  TRC has expanded its Philadelphia call center operations to accommodate over 200 agents.  TRC's Weston, WV location was recently expanded to seat over 250 agents.  Its Parkersburg center supports over 150 agents.

TRC specializes in business-to-business and business-to-consumer integrated telemarketing and direct mail communications and sales programs.  It specializes in fundraising and membership development in the nonprofit arena.  TRC's commercial division has experience supporting banks, credit card, and mortgage companies with sales and lead generation services.

AnswerNet Acquires MessagePro

AnswerNet Network, the world's largest telemessaging firm and major contact center outsourcer, has acquired outsourcer MessagePro, of Houston, TX.  The AnswerNet Network provides inbound, outbound, and ebound voice and text-based customer contact and fulfillment services. 

"MessagePro solidifies AnswerNet Network's position in the corporate hotlines and real estate markets," says AnswerNet President and Chief Executive Officer, Gary Pudles. "MessagePro customers will benefit from our capabilities, expertise, and high quality management and staff."

For more information, visit www.answernet.com.

 Appletree adds Fourth Location

Appletree announced that it has acquired the assets of Herndon Reston Tysons Corner Answering Service (HRTC) in northern Virginia.  The 34-member staff of HRTC has joined the growing Appletree family.  The incoming staff includes many remote agents throughout the Washington DC metro area as well as in California and Augusta, GA.

This marks the fourth acquisition for Appletree, which celebrates its 10th anniversary this month.  In 2003, the company purchased Florida-based Johnson Communications and Answer Xact, based in Maine.  In addition, Appletree also acquired nearly 75 percent of Delaware's Christiana Care Health System's in-house answering service in 2004.

Appletree founder and President, John Ratliff, said the acquisition is a great addition to the growing Appletree family. "The professional and dedicated staff of HRTC Answering Service and our continuing commitment to advanced technology will serve our customers well."

For more information, visit www.appletreeanswers.com or call 888-442-7753.

 InfoCision Wins APEX Award

 InfoCision Management Corporation was honored by the Ohio chapter of the Direct Marketing Association with an APEX award in the nonprofit category.  InfoCision's award was the result of a successful integrated campaign for one of the nation's most recognized nonprofit organizations.  The program required contacting past donors and recipients of the agency's services and asking them to volunteer their time by collecting contributions from family and friends.  The result was a return on investment of more than 3.5 to 1 and nearly 75,000 new or reactivated donors to rely on for future support.

"InfoCision was already a winner because we were able to develop a campaign and see it through with high quality services that helps millions of people every year," said InfoCision Senior Vice President of Corporate Affairs, Steve Brubaker, who accepted the prize at the APEX Awards Ceremony and Celebration in Cincinnati.

InfoCision Management Corporation provides inbound and outbound marketing for nonprofit, religious, and political organizations.  InfoCision also provides customer care services, commercial sales, and marketing for a variety of Fortune 500 companies and smaller businesses.  InfoCision operates 23 call centers at 12 locations in Ohio, Pennsylvania, and West Virginia.

For more information, visit www.infocision.com.

LiveBridge Deploys Internal Communications Network

 Seventeen years ago, employees at Portland-based LiveBridge call center communicated by simply talking across one room to five workers.  Now, workers must reach across three continents to 4,600 employees in four time zones that span 12-1/2 hours.  "With thousands of employees operating in four countries, our main goal is to employ technology to help our employees realize that they are a part of a global family," said Brad Campbell, LiveBridge Chief Technology Officer.

Now, each facility is being outfitted with BridgeNews, an enterprise-wide communications network displaying on 30-inch flat-panel monitors.  BridgeNews provides employees and visitors with a continuous stream of company-related content.  The content of BridgeNews is a mix of company news, facts, benefits, holiday information, employee profiles, and updates on the company's charitable activities.  In addition, real-time calling statistics appear as a constant reminder of the nearly half-billion people that LiveBridge has served to date, and continues to serve every minute of every day.  According to Pat Hanlin, President and Chief Executive Officer of LiveBridge, the new system will help improve internal communications, job satisfaction, and provide an overall sense of belonging.

For additional information, call 503-652-6000.

 TAS Marketing Launches Home-Based Virtual TAS

TAS Marketing announced its home-based, virtual telephone answering service product using VoIP technology, called Answer X™.  Answer X was introduced at the ATSI convention in St. Louis, Missouri this year.

"We all knew it was just a matter of time," stated Steve Michaels, President of TAS Marketing, "but the product is not for everyone, especially someone who has just spent hundreds of thousands of dollars on a brand new system."

This technology, with over two years in actual use, offers telemessaging call center owners the ability to have all agents work from home, while eliminating the expensive cost of equipment (agents supply their own PC's and DSL connection).  Therefore, there is no rent, utilities, maintenance or service agreements, spare parts, or back-up power to have to worry about; software upgrades are free.

"Now for some news from the painfully obvious department," stated respected industry leader, Matt Crocker, "VoIP is a revolution that will change everything."

For additional information, contact Steve Michaels at 800-369-6126 or look under Answer X on their Website at www.tasmarketing.com. 

 Telescan Celebrates 30 years

 Thirty years of business calls for a party.  That's just what Telescan did during the ATSI show in St. Louis, the home of Telescan.  The party at the Hyatt Regency included all Telescan's staff and many Telescan users as well as a host of other ATSI attendees.

In 1975 when George and Judy Meyer founded Telescan, it fit a need to develop a reliable and efficient system to help telemessaging companies become more efficient and profitable.  In 2002 Robert Riggs, Jr. and Roger Young purchased Telescan.  In March of 2003, Telescan acquired Axon Communications located in Santa Ana, CA, increasing the network of Telescan/Axon users.

Over the past three years, Telescan has been introducing new products at a rapid rate, including the Spectrum family of products, the patented Prism DSP digital switching platform, Spectrum Messenger, Spectrum IVR, and Spectrum VMail.  This year, Telescan rolled out Spectrum Data Manager and Spectrum Data Saver.  Spectrum Data Manger controls access to all client information and system configuration parameters. Spectrum Data Saver provides protection for a company's data through offsite, secure data storage.

For more information, contact Telescan at www.telescan.net, or call 800-770-7662.

 Amtelco to Host Infinity Intelligent Series Seminar

Amtelco announced a seminar about the Infinity Intelligent Series and call scripting.  The seminar will be held on August 23-25, 2005 in Madison, WI at the Fluno Center for Executive Education.  The Fluno Center was recently rated by the Financial Times of London as number one internationally for food and accommodations in the category of custom programming.  It is part of the University of Wisconsin campus.

Members of the Amtelco software engineering team will conduct a hands-on presentation on the benefits and applications of the Infinity Intelligent Series.  Participants will learn by using the software themselves.  The demonstrations will include how to reduce errors and operator training time, two benefits frequently mentioned by Intelligent Series users.  The seminar also includes hands-on workshops on call scripting to guide operators through each call, using the Infinity Intelligent Series features to insert photos, Web site links, scrolling banners, and custom colors to direct the operator's attention.

Seating is limited and registration will be on a first-come basis.  The seminar will be of greatest value to those who have already implemented the Intelligent Series, or are considering the upgrade.

For more information, contact Amtelco at 800-356-9148 or info@amtelco.com.

 Amcom Announces 2005 Users' Conference

The annual Amcom Users' Conference will take place Oct. 2-5, 200 .  It will be held at the Minneapolis Crowne Plaza Hotel in downtown Minneapolis, MN.  The conference will be an opportunity for Amcom system users to get the latest updates on attendant console, speech recognition and emergency notification technologies, attend Amcom labs and training sessions, and participate in breakout sessions on system security, paging, and other topics.  Special presentations include "Call Center Solutions and Performance Initiatives" and "Healthcare Consequence Management: How Prepared Are You?"

For more information, call 888-337-9274. 

List Serve for TurboSchedule Users 

Almond Hill Enterprises' TurboSchedule customer service/tech support team announced TurboTalk, an "opt-in" list serve for TurboSchedule reseller clients.  This "trade only" list serve will keep users informed of significant product enhancements and user advisory notices.  More importantly, it can be freely used as a forum for call center owners, managers, customer support, and marketing people to exchange ideas, state concerns, and share experiences.  There is no charge to participate.

"We hope to keep the rules to a minimum, ask that you use this forum to share ideas, grow your business, and maintain respect for the efforts of your colleagues who, like you, are trying to do a better job every day," stated Almond Hill Enterprises President, Douglas T. Duncan.

To join the TurboTalk lists serve, email your request to CS@turboschedule.com.  Include your company name, subscriber's name, their job title/description, and their email address.

For more information, contact Douglas at 714-637-3384 or CS@turboschedule.com.

 Telescan Spectrum Data Manager Breaks Sales Records

When Telescan released their new Spectrum Data Manager in January, their hope was to sell 10 to 15 units by the middle of the  year.  However, the reception to the new program has surpassed all predictions with 30 units sold by the first of June.

Spectrum Data Manager is the new generation of telemessaging systems developed by Telescan.  It is the heart of the Telescan system, controlling access to all client information and system configuration parameters.  Spectrum Data Manager combines a high-performance database server with a full-range of networking and reporting capabilities including support for multiple time-zones, remote agent workstations, integrated order entry, on-call scheduling, and instant messaging.

To find out more about Spectrum, call Telescan at 800-770-7662.

At the beginning of the year, Visa, MasterCard, American Express, and Discover each had their own methods and standards to deal with the secure handling of cardholder information. In December, 2004 they announced a plan to align all programs under a single standard of commonly accepted industry tools and measurements resulting in a single validation process. The resulting PCI (Payment Card Industry) Data Security Standard was scheduled for full implementation by June 30, 2005.

Professional Teledata announced the immediate availability of upgrades to users of their PInnacle telemessaging system, PI-2000 Inbound call processing system, and TBS billing systems for compliance with the new standard. "In a world under constant siege by unlawful and criminal elements, it is imperative that participants in commerce of all types have the strongest of safeguards in place," said Jim Graham, VP of Development at Professional Teledata. "We are pleased to offer our users the latest and best tools to ensure data integrity."

Contact Karen Black 800-344-9944 x112 for more information or visit www.professionalteledata.com.

 Bachelder Launches Technical Resource Website

 Ansaphone's technical guru, Kevin Bachelder, announced the launch of a Website to provide technical information to small businesses.  Aptly called, "The Small Business Tech," it can be found at www.thesmallbusinesstech.com. 

"I monitor several technical information resources and have been posting messages from these sources on the different email lists for the past several years," stated Bachelder.  "From now on, I will post these types of helpful messages on my Website instead." 

The site is designed as a blog/weblog so it will have frequent updates and plenty of ways for users to comment and interact.  There are two ways users can signup and be notified of new content.  First, there is an email option which will send a daily email that lists all the previous day's posts.  Alternately, users familiar with RSS/XML feeds can subscribe that way as well. 

Kevin Bachelder is the Director of Information Technology for Ansaphone in Quincy, MA.  Kevin holds multiple computer certifications including the MCSE (Microsoft Certified Systems Engineer), the MCSA (Microsoft Certified Systems Administrator), the CCA (Citrix Certified Administrator) and the A+ (CompTIA A+ Certified Computer Repair Technician).

Visit www.thesmallbusinesstech.com to sign-up, preview the site, or to learn more.

 NTTA Customer Service Call Center Named "Certified Center of Excellence" 

The North Texas Tollway Authority (NTTA) Customer Service Contact Center has been named as a certified "Center of Excellence" by the Center for Customer-Driven Quality at Purdue University.  This award places the NTTA Customer Service Center among the top 10 percent of over 200,000 call centers in North America.  The certification was accomplished after a rigorous review by auditors from BenchmarkPortal.

To earn the Center of Excellence designation, a center must meet objective, quantitative criteria and pass audits by BenchmarkPortal researchers led by Dr. Jon Anton.  Key drivers of successful contact center performance in customer service include operational efficiency, service level standards, process management, customer satisfaction, leadership, resources, and employee training.

The NTTA Customer Service Center averages over 5,700 customer contacts per day.  Independent customer satisfaction surveys identified a first contact resolution rate of 92 percent.  Additionally, 94 percent of the customers surveyed rated the overall experience as excellent or very good.  According to Dr. Jon Anton, this kind of stellar performance is "unique and commendable."

For more information, call NTTA at call 214-461-2000.

 Phone On-Hold Introduces New Script Software

 Phone On-Hold® Marketing Systems, Inc., specializing in audio productions for telecommunication and Internet applications, introduced Phone On-Hold® Script Management software designed to simplify its clients' message management capabilities.

Clients can now view, edit, and approve Phone On-Hold® scripts online, 24 hours a day. Once the copy is approved, Phone On-Hold® can immediately begin voice-over production.  The software also allows clients to review previously produced scripts.

"Most companies that produce on-hold messages and Internet voice-overs require a lengthy review process," says Pete Turpel, President of Phone On-Hold.  "This new software cuts the review time considerably, allowing for faster production and air times."

For more information, contact Phone On-Hold® services at 800-465-3102 or info@phoneonhold.com.

 Fifty Percent of Call Centers not Speech-Enabled, Plan do to in One Year

Edify® Corporation, a supplier of voice and speech solutions, has joined forces with Purdue University's Center for Customer-Driven Quality to determine best practices for deploying speech recognition systems.  Dr. Jon Anton, Purdue University's Director of Benchmark Research, is leading the study that will analyze the impact of speech recognition on customer satisfaction, operational efficiency, and effectiveness in comparison to pure touch-tone operations.  The study will determine speech recognition best practices by evaluating results of this exciting self-service technology on customer acceptance rates, satisfaction, and cost benefits for touch-tone and speech recognition solutions.

As the adoption of speech-enabled self-service and open-based standards and technologies continue to rise, it is imperative to gauge their impact.  "Call center professionals today are absorbing an ever-increasing amount of new information on how speech recognition can enhance customer service and reduce costs through self-service automation," said Dr. Jon Anton. "Organizations must glean from everyday real-world scenarios to fully understand the benefits of a well-designed speech solution."

For more information about BenchmarkPortal, call Susan Hampton at  805-614-0123 x36.  For additional information about Edify, call 408-982-2000.

 CTAP Ensures Compliance with Faxing Restrictions

CTAP released FaxShield™, a Web-based application that helps put contact centers in compliance with the Federal Communications Commission's "Do Not Fax" regulation.  This technology provides contact centers with a centralized source of data for every state, federal, and third party "do-not fax" list, plus a solution for automated blocking to fax numbers in those databases.

Under the rules for the delivery of facsimile advertisements, it is unlawful to send unsolicited advertisements to a fax machine without prior written permission of the recipient.  This includes faxes sent to servers and personal computers, meaning that businesses continuing to send faxes without the recipient's expressed approval will be subject to enforcement actions, including citations and fines.

CTAP FaxShield blocks outgoing faxes from connecting to restricted machines and sends them back to the originator to get approval from the recipient to receive the fax.  "All processes involved with ensuring compliance with federal law through CTAP FaxShield is handled behind the scenes," said Max Adams, president and CEO of CTAP.

For more information call 888-879-2827.

e-Glue Software Technologies Announces Contact Center Software

 e-Glue Software Technologies launched a new version of the company's flagship real-time customer interaction optimization software suite.  With Guideline 5.4, call centers can realize performance improvements through personalized customer service, dynamic knowledge delivery, and increased customer feedback through real-time surveys.

"Developing true one-to-one customer relationships at the contact center means delivering personalized customer interaction experiences for every caller," said Shay Grinfeld, CEO, e-Glue USA.

Featuring an improved graphical user interface, Guideline 5.4 introduces new capabilities to the Builder, the suite's authoring tool.  Call centers can create HTML balloons that interact in real-time with knowledge management systems, ensuring that the information presented to agents is relevant and up-to-date.  It also enables business processes to follow decision-tree logic; customer feedback determines the next step within a business process.  Guideline's real-time collection of customer data adds to the business intelligence.

Study Finds Companies Taking A Selective Approach to HR Outsourcing

Most companies are taking an incremental, selective approach towards the outsourcing of their human resources (HR) functions, according to a new survey by Watson Wyatt, a human capital consulting firm.  While the majority of respondents say they expect to outsource more in the future, they report consolidating their outsourcing activities with a single vendor, and that they are far less willing to outsource the more strategic components of their HR function.

Nearly two-thirds of the companies surveyed characterize their HR function as mostly or completely insourced.  Twenty-nine percent are mixed between insourcing and outsourcing, and only seven percent are mostly outsourced. 

Of companies that outsource multiple HR functions, only eight percent consolidate the administration of retirement plans, health and welfare benefits, and other HR activities with a single vendor.  Overall, 54 percent of companies have no consolidation approach in place and do not plan to have one.

"Most companies have decided to take a selective approach to HR outsourcing as they look for an optimal mix of internal and external processes and technologies," said Michael Cornetto, senior HR delivery consultant at Watson Wyatt.

Security in the World of VoIP

 Security is a never-ending threat on the Internet and the proliferation of Voice over Internet Protocol, or VoIP, increases these risks to a new level.  Service providers must grapple with the reality that the voice transmission they are providing their customers "will never be 100 percent secure," cautioned Yaron Raps, a solution partner at BusinessEdge Solutions.

"There are hackers today focused on the PSTN and the Internet, but VoIP, which unites the worlds of voice and the Internet, exacerbates the existing security vulnerabilities inherent in both," Mr. Raps added.  This includes:

• Hackers who tap into a network to get free phone service or make international calls.
• Users who are able to ‘draw' multiple dial tones but appear as a single line to the carrier .
• Individuals who hijack the IP-Phone profile can replicate that across multiple devices.
• Callers who spoof their identity and become impossible to track .
• Hackers who tap into the network just for fun.
• Quality that can be compromised because of the real-time nature of VoIP transmissions.

 DirectoryNet Enhances Web-Based Directory Assistance Offerings

DirectoryNet, LLC enhanced its Web-based directory assistance information offerings, expanding the search options available to collections professionals and others who require quick and easy access to the most current contact information available.  Enhancements include:

• ID SSN – new service enabling online social security number-based searches.

• ID Plus Express Web – new contemporary look with pull-down menus for easy navigation.

• ID Plus Global – 20 new countries added to international directory assistance listings.

 "Our goal is to deliver the most robust and easy-to-use directory assistance information and contact intelligence tools possible," said Michael J. Musso, President and CEO, DirectoryNet.

For more information about DirectoryNet's products and services, call 800-733-1212.

 Strativity Bridges Gap between Expectation and Execution

Strativity Group, Inc. launched Experience Gap Analysis ™ (EGA™), a customer expectation assessment tool that goes beyond the traditional, measurable elements of transaction-based relationships.  By measuring four critical dimensions including capability, willingness, knowledge, and attitude, EGA calibrates responses pertaining to customer and employee perception, identifies the performance gaps, and pinpoints areas for organizational change.

"Customer statistics are typically abstract and can't tell you what you should do, said Ginny Danforth, a manager of customer satisfaction with Honeywell International.  "Strativity Group's EGA assessment tool gives us the insight we need from our customers and employees as well as practical guidance on bringing expectation and execution closer together." 

"Our clients were struggling with traditional customer statistics that pointed to the problem but not the solution", said Lior Arussy, Strativity Group's President.  "EGA delivers execution guidance by identifying the solution and required changes."

Strativity Group, Inc. is a global research and consulting firm;.

Select International Sets New Standard for Call Center Recruiting

Select International's Contact Center Division, introduced Select Assessment for Customer Service and Sales (SACS).  The product is designed to help recruit and retain call center agents.  SACS measures 40% more employee competencies and attributes than other assessments.

Because labor is the call center's greatest expense, employee turnover is an expensive reality for any call center.  SACS minimizes costs related to call center consultant recruiting, training, and turnover by identifying the right, motivated people for the job.

"We are seeing more executives recognize the urgency of getting and keeping the right talent as a way to fortify their businesses," stated Paul Stockford, Chief Analyst for Saddletree Research.  "An effective selection strategy also directly and positively impacts the issue of employee turnover and can radically improve contact center morale, efficiency, and profitability."

 Mercom Offers Valuable Resources for Contact Center Professionals

Mercom Systems, Inc. announced an addition to its recently redesigned Web site, the Mercom Insight Center.  The Mercom Insight Center is an extensive education portal and supplement for contact center associates and users.  The site includes links to call center news, tips of the day from Mercom Product Manager and contact center expert Kristyn Emenecker, a monthly newsletter, benchmarks, case studies, and news articles related to the contact center industry and Mercom Systems. 

"The updated look more accurately reflects the technology and services that Mercom provides," Emenecker said.  "Mercom customers, partners, and contact center professionals will have more resources to help them gain knowledge and insight into the goings-on of the call center industry."

Concerto Software Announces New Releases of Performance Optimization Products

 Concerto Software® announced the general availability of Concerto Analyzer 3.3.1 and Concerto Campaign Optimizer 6.6.1, two of the company's performance optimization products.  These new releases offer a seamless integration to EnsemblePro, the platform for the Concerto Unified Edition product suite.

Concerto Analyzer 3.3.1 is a performance measurement and analysis application that automatically gathers data from all contact center technologies for easy access and analysis.  Concerto Campaign Optimizer 6.6.1 is best-time-to-call technology that increases call center productivity in contacting customers and prospects in an outbound or blended call center. 

For more information, call 800-480-2299.

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