Contact Centre as a Service: The Seven most popular myths about Cloud Contact Centres Dispelled

Klaas van der Leest, UK Managing Director, Intelecom dispels 7 myths about contact centres in the cloud

Cloud computing is here to stay and cloud providers are quick to quote the benefits of this new phenomenon including minimal upfront expenditure, payment per month, scalability plus application management including software and platform upgrades dealt with remotely. However, many in the contact centre world see mainly the negatives and cite seven common myths as reasons not to migrate to Contact Centre as a Service (CCaaS) with a cloud-based contact centre solution. So let’s take a look at those myths so you can make a more informed decision about the benefits of CCaaS.  Continue reading Contact Centre as a Service: The Seven most popular myths about Cloud Contact Centres Dispelled

Vital Statistics for Customer Engagement in 2014

A good customer engagement strategy is well respected, but we don’t always give enough recognition to the individuals who deliver it. @DaviesHickman inspires clients to leverage consumer behaviours, customer data, communication technologies and employee capabilities for customer engagement. Davies Hickman presented Consumer Trends for 2014 at NCED13 in Birmingham.  Continue reading Vital Statistics for Customer Engagement in 2014

Firstsource’s ‘First Customer Intelligence’ Solution Receives Frost & Sullivan Award

Firstsource Solutions Ltd., a leading Business Process Management (BPM) company, announced that it is the recipient of Frost & Sullivan’s 2013 North American New Product Innovation Award in Contact Center Outsourcing. The award recognizes Firstsource’s First Customer Intelligence solution that measures customer sentiment, emotions and behavior across an omni-channel environment. Frost & Sullivan presented Firstsource with this award at the “2014 Excellence in Best Practice Awards Gala” in New Orleans, Louisiana.  Continue reading Firstsource’s ‘First Customer Intelligence’ Solution Receives Frost & Sullivan Award

New research reveals how strategic decision making stands to gain from contact centre insight

New research from leading cloud contact centre vendor NewVoiceMedia and Callcentre.co.uk, reveals how organisations can significantly improve their customer experience by involving contact centre managers in business-level strategic decision making.  Continue reading New research reveals how strategic decision making stands to gain from contact centre insight

AltiGen Launches MaxCS Private Cloud

AltiGen Communications, Inc., a leading provider of Microsoft-based Unified Communications solutions, is pleased to announce the launch of MaxCS Private Cloud, a unique virtual dedicated IP PBX and Call Center managed service offering for small-to-medium-sized businesses (SMBs). This new solution leverages the innovative technologies of AltiGen’s MaxCS all software VoIP business communications system, which has been deployed by over 10,000 customers in more than 20 countries worldwide.

MaxCS Private Cloud is powered by AltiGen’s new MaxCS 7.0 software release, which is optimized for cloud deployment and includes the following key functionalities:

  • Dynamic SaaS licensing for PBX/Contact Center features
  • Support for Polycom VoIP phones behind NAT/Firewall
  • Web-based Partner Portal for MaxCS Private Cloud Ordering/Management

“Unlike other hosted IP PBX or IP Centrex services that are deployed on a shared hosting platform, MaxCS Private Cloud is a unique dedicated managed service,” said David Tang, AltiGen’s Vice President of Cloud Services. “Each customer receives a full-featured IP PBX and Contact Center system, delivered as a secured virtual cloud instance from AltiGen’s scalable and resilient cloud network.”

MaxCS Private Cloud offers the following benefits for SMBs.

  • Eliminates the need to invest CAPEX in a phone system
  • Reduces OPEX and maintenance costs
  • Lowers monthly communications costs
  • Allows customization for vertical markets (e.g. Pest Control, Insurance, Financial Services) leveraging AltiGen’s flexible APIs
  • MaxCS Private Cloud is sold and supported by AltiGen’s extensive authorized partner channel.

“The migration of our AltiGen phone systems in New York and Texas to MaxCS Private Cloud was seamless and painless,” said NuTravel Technology Solutions CEO Carmine Carpanzano. “We were able to reuse our existing AltiGen phones and our employees did not need retraining. We had experienced an extended power outage during Hurricane Sandy, so incorporating the disaster recovery capability of MaxCS Private Cloud was very important to us. Our local authorized AltiGen partner, Reliance Technologies, made the whole process quite easy.”

“The response from our customers to MaxCS Private Cloud has been overwhelmingly positive,” said Sunil Arora, Vice President of Reliance Technologies. “New customers as well are finding the affordable monthly subscription more attractive than an upfront purchase. The paradigm is definitely shifting.”

Whether upgrading from an existing AltiGen phone system or deploying as a first time customer, MaxCS Private Cloud will provide an easy to manage solution that reduces communications costs and lowers the total cost of ownership (TCO).

About AltiGen Communications

AltiGen Communications, Inc. (OTCQX: ATGN) is a leading provider of 100% Microsoft-based VoIP business phone systems and Unified Communications solutions. Having more than 10,000 customers around the world, AltiGen solutions are designed for high reliability, ease of use, seamless integration to Microsoft infrastructure technologies, and are built on a scalable, open standards platform. AltiGen’s worldwide headquarters is in Silicon Valley, California, with international operations based in Shanghai, China. Local sales, service and support are provided by AltiGen’s worldwide network of over 300 certified partners. For more information, call 1-888-ALTIGEN or visit the web site at www.altigen.com.

Trademarks

Copyright 2013 AltiGen Communications, Inc. All rights reserved. Product names, logos, brands, and other trademarks featured or referred to within this press release are the property of their respective trademark holders.

Workforce Management Software Leaps Forward With Community Release 4.0 from WFMSG

The Workforce Management Software Group, Inc., (WFMSG) the developer and provider of the Community workforce management solution, today announced that the exciting new release of Community WFM has completed testing is available for general delivery.  Continue reading Workforce Management Software Leaps Forward With Community Release 4.0 from WFMSG

Aegis Positioned in 2013 Magic Quadrant for CM Contact Center BPO by Leading Industry Analyst Firm

Aegis Limited, a global outsourcing and technology services company, announced that it has been positioned in the Gartner Magic Quadrant for Customer Management Contact Center BPO 2013 report, published in December 2013. Gartner’s 2013 Magic Quadrant for Customer Management (CM) Contact Centre BPO evaluates a vibrant provider landscape with capabilities across the Americas, EMEA and Asia/Pacific.  Continue reading Aegis Positioned in 2013 Magic Quadrant for CM Contact Center BPO by Leading Industry Analyst Firm

eGain Knowledge™ Certified With SAP CRM Interaction Center™

logo_egaineGain, the leading provider of cloud-based customer engagement solutions announced that SAP has certified the integration of eGain Knowledge with SAP CRM Interaction Center. The solution will enable businesses to harness the combined power of SAP CRM and eGain’s top-rated knowledge management capabilities to provide smart, accurate, and consistent customer service.  Continue reading eGain Knowledge™ Certified With SAP CRM Interaction Center™

Adyen Processed $14 Billion in Payment Transactions in 2013, Achieving 40% Growth Over Last Year

Adyen, the global provider of international and omni-channel payment solutions announced that it processed more than $14 billion in payments transactions in 2013 – a 40% increase over 2012 – and achieved record growth in terms of revenue, mobile payments and new customer wins. Adyen holds full acquiring licenses for Visa, MasterCard, American Express, Diners, Discover and Union Pay schemes, enabling its platform to process payments from any sales channel including online, mobile and point-of-sale (POS).  Continue reading Adyen Processed $14 Billion in Payment Transactions in 2013, Achieving 40% Growth Over Last Year