Altitude Software Makes a New Scandinavian Deal
Today the management of Altitude Software, a company that specializes in developing software products for contact centers around the world, has announced a new partnership. The company has begun to deliver cloud contact services to a client in Scandinavia. The contract came about after a new acquisition. When a Sweden-based Software-as-a-Service provider was bought out by a group of private investors, they decided to bring in Altitude Software to help smooth over some of the rough spots.

5/15/2012 2:30:38 PM

TMCnet Cloud Call Center Week in Review
To put it simply, the cloud is everywhere. And more and more call centers are embracing the trend of moving to the cloud. If there was any doubt that this was a worldwide trend, one must only take a look at the top stories this week in the cloud call center space, which span the globe from South Africa to Ireland to Canada.

4/28/2012 12:00:00 PM

VoX Communications Adds Cloud Internationally Calling to Android App
The new big trend right now in technology is storing data on a cloud service. Cloud computing is a way to increase capacity or add capabilities when employees are on the go, without having to invest in a new infrastructure, train new personnel or license new software.

4/27/2012 4:01:24 PM

CSC Offers Canada's First Comprehensive, Cloud-based Unified Communications System
CSC, a global systems integration and outsourcing company, recently announced the first Unified Communications as a Service (UCaaS) cloud offering in the Canadian market. It's become an accepted fact that bringing your own device to work (BYOD) has its advantages; user comfort, social media access for business tasks and near 24/7 responsiveness all translates to increased user productivity.

4/27/2012 10:15:10 AM

Vodafone Call Center Workers in Ireland Protest Jobs Sent Offshore
Vodafone customer care staff in Ireland reportedly voted in favor of industrial action against their employer. The Communications Workers Union in the country reported the results of balloting: of 264 workers at Vodafone call centers in Dublin and Dundalk, 262 were in favor and two were against.

4/27/2012 9:17:18 AM

O-Tel Telecoms Launches Centrex, the Next Generation of Cloud Call Centers
O-Tel Telecoms recently announced the release of the next generation of Cloud Call Centers called Centrex. O-Tel Telecoms is a global provider of Infrastructure-as-a-Service and is based in South Africa.

4/24/2012 11:44:54 AM

TMCnet Cloud Call Center Week in Review
It's time once again to take a look back at the top stories of the week in the Cloud Call Center space. This week, DataMotion unveiled a new cloud version of its platform and 3CLogic revealed that its cloud-based inbound and outbound call centers will be part of Ultimate Solutions Associates' home loan modification program.

4/21/2012 6:00:00 AM

PhoneSmart Call Center Hits 900k Reservation Milestone
PhoneSmart, a call center for the self-service storage industry, has hit a new milestone. The company announced that it has reached its 900,000th storage reservation.

4/20/2012 5:27:01 PM

the Call Center Corp. Offers Free Dialing Licenses
the Call Center Corporation, which launched last month, has announced a launch promotion that will see some of its early customers get free licenses to use the Nuxiba dialing solution.

4/20/2012 4:45:37 PM

3CLogic's Cloud-Based Call Center Fuels Ultimate Solutions' Home Loan Modifications
Today, 3CLogic announced that its line of cloud-based inbound and outbound call centers will be part of Ultimate Solutions Associates' home loan modification programs. 3CLogic is a major name in terms of cloud-based contact centers hosted on Amazon Web Services, and is looking to give Ultimate Solutions Associates a simple and easy to use call center experience for its representative.

4/18/2012 2:26:36 PM

DataMotion Announces New Cloud Platform Version for Delivering Unparalleled Service
Cloud computing offers such physical resources as processors and storage as online resources that can be accessed much like a utility (the electric company for example). Cloud solutions typically utilize some form of computer clustering to achieve this provision of resources, which can be granularly assigned to customers on demand. Many companies are taking a second look at operational overhead in this current economy. It is important to find a cloud computing provider that recognizes your needs and can accommodate your scalability requirements. Cloud computing is unique in that it allows you to scale up or down, on demand.

4/17/2012 10:08:19 AM

TMCnet Cloud Call Center Week in Review
It's Friday, and once again it's time to review the top stories of the week in all of your favorite technology topics. Let's see what happened in the Cloud Call Center space in the past few days.

4/14/2012 8:00:00 AM

Callidus Proves Effectiveness of Cloud-based Sales Management with Latest Initiative
When it comes to enhancing the effectiveness of sales campaigns for a majority of companies, the cloud has offered increased outreach and access to potential clients. Users have the devices and data that lend themselves to using the cloud as a tool and receiving those sales initiatives. And little do most users know but they are already immersed in cloud technology. Google apps, online music repositories, most media content and applications for mobile devices all have their roots in the cloud. And these are all prime venues for sales ventures.

4/13/2012 4:17:06 PM

CSC and Canadian Provider Q9 Team up to Offer Rapid Cloud Services
Moving today's datacenters to a cloud environment requires critical configuration information to run the applications, IT management tools, and related software. In order for the migration to proceed smoothly, accurate information gathering related to configuration parameters, analytical data, etc. is critical. It's well known that successful cloud computing and deployment depend upon accurate performance and service level reports. Increasingly, modern configuration tools can be used to facilitate moves and smooth out the deployment process.

4/13/2012 12:21:52 PM

Cegedim Relationship Management Delivers Mobile Intelligence for iPad to Boiron USA
Cegedim Relationship Management stated that its cloud-based Mobile Intelligence for iPad and Xtelligence Analytics Suite is going to help Boiron USA gain a holistic 360-degree view of its customer databases.

4/13/2012 12:13:31 PM

New Cloud-Based Customer Service Platform Unveiled by LogicNow
LogicNow has launched a new cloud-based product, which company claims is set to bring any company in line with the modern-day needs to provide instant and scalable customer service, incident management and email handling solutions.

4/9/2012 8:48:48 AM

TMCnet Cloud Call Center Week in Review
Each week we like to take a look back at highlights and top stories in the world of technology and communications. Here is a quick review of all the news regarding cloud call centers.

4/7/2012 12:00:00 PM

End the Offshoring Debate with a Cloud Call Center
Companies searching for a viable customer service option without the cost of building out the physical call center may want to consider the potential in the cloud. The launch of a cloud call center allows for the optimization of key elements without the substantial overhead that can accompany an in-house solution. Now that the push is on to punish companies that move call center jobs overseas, the cloud-based alternative holds even more promise.

4/2/2012 9:07:40 AM

Overstock.com Achieves $26 Million in Savings with Echopass Cloud Call Center
Overstock.com, a technology-based retail company, announced that its cloud call center partnership with Echopass, a provider of Software-as-a-Service (SaaS)-based center solutions, has saved the retailer $26 million over the past five years.

4/2/2012 9:07:33 AM

Alpine Access Records 54 Percent Revenue Growth in 2011
Alpine Access, a provider of cloud call center solutions and services, reported 54 percent revenue growth in 2011 over the prior year. The company also had revenues in excess of $100 million at the end of 2011. This is also the 19th consecutive quarter the company is demonstrating y-o-y growth. Company officials attribute this growth to the success of the work-at-home model that the company pioneered more than a decade ago. With this growth, Alpine Access has emerged as the largest and fastest-growing international provider of home-shore employee workforce.

4/2/2012 9:06:32 AM

TMCnet Cloud Call Center Week in Review
It's the end of the week, and time to look back at the recent newsworthy events in the world of cloud call center services and technology.

3/31/2012 7:00:00 AM

3CLogic Offers Management Tools for Agents Working from Home
Many companies worry their home agents won't work or complete jobs on time, as there is no efficient way to track their progress - until now. 3CLogic, a cloud-based service provider, announced that it has developed new tools to help companies monitor at home agents allowing for companies to peak in on them in real time.

3/29/2012 4:08:42 PM

Presence Technology and VMware Join, Help Call Centers on the Cloud
Presence Technology has been certified by VMware, adding to its already impressive resume as an industry defining software manufacturer. The Contact Center Suite, the flagship product for Presence Technology, was developed from within a large multichannel Call Center in Europe, so it carries a deep understanding of the daily operations of a Contact Center.

3/28/2012 5:28:59 PM

Contact Center Solutions Advance with Spanlink and Convergys Partnership
Spanlink Communications, a major provider of unified communications and customer interaction solutions, announced its partnership with Convergys Corporation to provide a comprehensive cloud-based contact center solution. Cloud-based contact center solutions provide companies with ongoing consultative services to ensure top-level contact center performance.

3/27/2012 3:19:37 PM

SumTotal's Cloud Learning Solutions Enhance TEL's Customer Service
In order to achieve its goal of providing a higher level of service to its customers worldwide, Tokyo Electron Inc. (TEL), a global supplier of semiconductor production equipment, is using SumTotal's Cloud Learning solution to keep employees and customers updated about its products. "Our customers understand the power and flexibility that cloud-based technology can deliver to their business," John Borgerding, CEO at SumTotal, said in a press release.

3/27/2012 9:00:54 AM

Picking the Right Cloud-based Call Center Technology Infrastructure Provider
In a previous article, 1Stream dealt with the need for companies setting up cloud-based call centers to find a provider that offers a service component. But how do you know your provider is a trusted provider and not just in it for the consulting hours? There are many tell-tale signs.

3/26/2012 4:39:08 PM

Echopass and Overstock.com Announce Outstanding Cloud-based Customer Contact Service Partnership
The technologies for implementing cloud platforms continue to mature. The variety of skills necessary as well as an understanding of the cloud require a level of technical knowledge that spans several areas. Cloud-based contact center solutions provide companies ongoing consultative services to help ensure top level contact center performance.

3/26/2012 3:32:34 PM

Telesphere Opens New Network Hubs to Drive Sales of Unified Cloud Communications
Telesphere has announced that it is aggressively working on expanding it new network hubs in Chicago, Atlanta and Los Angeles to offer its all-IP network supporting enterprise hosted VoIP and data services to large customer base.

3/26/2012 10:43:55 AM

Descartes' Cloud-Based Technology Improves Ferguson's Customer Service
Descartes Systems Group recently announced its cloud-based MobileLink solution has been deployed by Ferguson Enterprises, Inc, a wholesale distributor of residential and commercial plumbing goods and services. Putting the solution on the cloud enables Ferguson to eliminate cumbersome paper work and help it improve its customer service offerings.

3/23/2012 10:54:53 AM

Cloud Call Center: Office Depot Wins Award, Thanks to Alpine Access
Alpine Access is an online call center outsourcing company that handles everything from client management up to employee recruitment, all using the Internet. About eight years ago, the company formed a partnership with Office Depot, a provider of office supplies and services through 1,677 worldwide retail stores, to offer high-quality customer service and technical support to customers across the country.

3/22/2012 10:44:03 AM

The Competitive Advantage of a Cloud Call Center for eCommerce
Marketing success is tied to real-time feedback. 3CLogic offers full-scale reports and tracking that readily interfaces with the software you're already using to help you harness the power of real-time information. The cloud call center will also help you to archive and organize the data vital to your eCommerce business. According to this 3CLogic page, migrating to a 3CLogic cloud call center instantly provides your business with features that put you out in front without any significant upfront expenditures. When you can so easily launch into an effective customer portal, your competitive advantage gets a great boost.

3/22/2012 10:42:06 AM

VPI Releases New Cloud Based Virtual Agent for Contact Centers
VPI is already considered one of the world's biggest providers of customer experience and workforce optimization solutions, and now seems to have topped itself with a new cloud based program featuring conversational agents that operates on a high-tech artificial intelligence. Putting together fully staffed call center and contact centers can be stressful on a company's bottom line, and that's where the newest technology from VPI comes in handy.

3/21/2012 11:58:04 AM

TMCnet's Cloud Call Center Week in Review
Just as March Madness began to really heat up for college basketball fans across the country this week, so did news in the Cloud Call Center industry. First and foremost, TMCnet's Susan Campbell shared this week how 3Clogic, a leading provider of cloud-based call center products and services, has found a niche in the real estate industry. Considering how stressful it is to buy a new home, and all the processes that go along with it - especially the conversations held between realtor and home-buyers - it's important to have a solution in place to ensure the customer is impressed, and the real estate agent is doing the best job possible.

3/17/2012 12:00:00 PM

Leading National Call Center Organization Picks IceWEB's Appliances
IceWEB, Inc., a provider of Unified Data Storage appliances for cloud and virtual environments, announced that its Unified Data Storage Appliances has been chosen by a national call center organization for its tier 1 applications in its mission-critical data center.

3/15/2012 1:54:37 PM

Working Solutions Wins Fast Start Recognition Award from Astute Solutions
Working Solutions, a provider of cloud call center technologies, has been recognized with "Fast Start Recognition Award" at Astute Solutions 2012 Customer Conference. The cloud call center provider offers a wide array of services including Agents OnDemand, experienced at-home agents; WS iNet, a call center cloud technology platform; and PostQ, a comprehensive social media management and engagement tool.

3/14/2012 3:54:09 PM

Sitel Bolsters Work@Home Solutions with Secure and SecurePlus
Sitel, a provider of call center outsourcing solutions including cloud call center technologies, announced a new approach in work-at-home security by adding two new offerings -- Secure and SecurePlus -- to Sitel Work@Home Solutions. With this new approach, the cloud call center provider is eying the big opportunity in the work-at-home call center market. According to official reports, the at-home agent model represents one of the fastest growing outsourced customer service sectors in the United States.\

3/14/2012 3:53:02 PM

Real Estate Companies Benefit from 3CLogic's Cloud Call Center Solutions
The process of buying a new home shouldn't be stressful, but it can be if the realtor is unorganized. The relationship between a client and realtor should be a trusting one. After all, the customer is depending on the realtor to show them appropriate real estate and ensure they get the best deal with no problems. That's where 3CLogic's solutions can cater to the real estate industry with its cloud call center solutions.

3/13/2012 4:42:01 PM

Beyond Contact Centers Picks Digerati for Cloud Communication System
Beyond Contact Centers, an international call center operator, has chosen Digerati Technologies' cloud communication system. "We looked at several options for our communication system and selected Digerati due to the features, functionality, and cost savings of its cloud-based platform, as well as the international services delivered through Digerati's global VoIP network. A complete solution from a single source that covered our application needs and global connectivity was a key factor in our decision," said Jose Antonio Mirabent, president and CEO of Beyond Contact Centers.

3/12/2012 2:08:03 PM

AltiGen MaxACD Passes Microsoft Lync ISV Qualification Program
Microsoft Lync has decided to use AltiGen's MaxACD Contact Center to manage its clients through a variety of mediums such as telephone, fax, letter, e-mail and online Web chat.

3/9/2012 4:59:00 PM

Outsourcing Company Ant Plays Role in England's 'Big Society' to Improve Communities
While it's not unusual for businesses to be encouraged to take some responsibility for the societies in which they operate, it is unusual for a formal plan to do so from the basis of a political campaign. Yet this was the case with The Big Society, a policy idea of the 2010 UK Conservative Party general election manifesto.

3/9/2012 11:44:48 AM

Echopass Corporation Selected as Sponsor of Major Call Center Event
Echopass Corporation, a provider of SaaS cloud-based call center solutions to large enterprises, is going to sponsor one of the largest events of the call center industry--- the J.D. Power and Associates Call Center Certification Roundtable of Champions. The annual Roundtable of Champions is typically attended by J.D. Power's call center clients that have been "certified" by the company. This year's summit will be held at the Hilton Bonnet Creek Hotel in Orlando, Fla., March 13 to 15. This year's special attraction will be a keynote address by Echopass Chief Marketing Officer Rob Farris.

3/9/2012 11:00:08 AM

Former Genesys CEO Partners with NexxLinx to Enhance Multilingual Call Center Services
Multi-national companies sometimes struggle with delivering U.S.-based customer experience quality to international customers. NexxLinx and Ad Nederlof, president of VANAD group and former CEO of Genesys, created a new call center services model that changes the way the marketplace is addressing outsourced multilingual support.

3/6/2012 4:37:05 PM

3CLogic Offers Unique Opportunities for the Cloud Call Center
How many times have you called a customer service line only to be frustrated with the sales representative's heavy accent or redundant and obvious script reading? Better yet, wouldn't it be nice if you could actually get your problem resolved? According to this Tech Journal South report, a Washington D.C.-based company, 3CLogic, has the perfect cloud call center solution to bring a new level of sophistication back to the states. This cloud call center could quite possibly eliminate the need for outsourcing call centers and will actually save companies money.

3/6/2012 11:56:53 AM

TMCnet's Cloud Call Center Week in Review
A mere glance at this week's news surrounding the concept of the cloud-based call center would show anyone that more and more companies are continuing to realize the advantages of operating on a hosted call center model. Kathy Nealy & Associates, a high-profile consulting firm, is one of them.

3/3/2012 8:00:00 AM

Kathy Nealy & Associates Picks 3CLogic for Political Campaign Help
3CLogic's Call Center is striving to bring back call centers to the United States verses outsourcing. The company has worked hard on various incentive plans and is now working with Kathy L. Nealy & Associates to help create a call center solution that administers efficient political phonebank management.

3/1/2012 3:35:38 PM

Virtual Data Room Company V-Rooms Expanding Customer Service Department
Virtual data rooms provider V-Rooms is unveiled today that it will be growing its customer service department by 25 percent in the first quarter of 2012 in order to meet rapid growth. V-Rooms offers a privately-branded online virtual data room solution designed to streamline document management, collaboration, exchange and archiving for financial, legal and corporate professionals. V-Rooms' goal is to expand its customer service operations and define its corporate identity around customer care.

2/29/2012 4:47:26 PM

Report Reinforces Growing Importance of the Customer in Call Centers
According to a new survey from LogMeIn Inc., and market research firm Ovum, the yardstick for measuring success at contact centers and help desks and the importance of various metrics used has undergone a paradigm shift. Analysts noted that this positive and rather remarkable shift, which went beyond the traditional cost savings and efficiency metrics, is an acknowledgment of the growing power and importance of customers.

2/29/2012 1:45:07 PM

Northrop Grumman Technical Services Renews Telax Cloud Call Center Contract
Telax Hosted Call Center, which provides a cloud-based call center solution to government agencies and affiliates, has announced that Northrop Grumman recently renewed a major service contract for another term. Northrop Grumman Technical Services, Inc. (NGTSI), a subsidiary of Virginia-based aerospace and defense company Northrop Grumman, has used the Telax hosted contact center solution since 2009 to support its round-the-clock service desk, and has renewed it every year since it was first awarded.

2/28/2012 6:06:09 PM

Evolve IP Cloud Hosted Call Center Wins TMC's 2011 Product of the Year
Evolve IP has won TMC's 2011 Customer Interaction Solutions Product of the Year Award for the company's cloud-based call center solution, the Queue Management Dashboard. TMC's Customer Interaction Solutions magazine Picked Evolve IP for its vision, leadership, and diligence in developing the platform.

2/28/2012 11:50:31 AM

SGI Deploys Q-Suite Call Center Software from Indosoft
Looking for an efficient mechanism to improve services offered to its customers, SGI, a nation-wide provider of sales collateral fulfillment and communications management services for regulated industries like pharmaceuticals, has selected Indosoft.

2/28/2012 9:26:44 AM