Outsourced back-office systems provider DCA Services Inc., a Channel Partners Conference & Expo sponsor, has appointed Jeff Swenson as vice president of carrier services. Swenson is responsible for the development and sales of carrier services, according to the company, focusing on strategic revenue continuity and risk management initiatives for wholesale carriers. Swenson brings to DCA […]
Hosted call center technology takes center stage during todays session, Making Contact with Hosted Call Center Opportunities, where the panelists will discuss how to leverage these sticky services to combat the high commoditization of long-distance and other bread-andbutter connectivity services. Agents and VARs looking to move up the value chain can leverage hosted contact centers […]
Higher Calling The beauty of hosted call center technology is deceptively simple: In a world with a high commoditization of network services, the hosted contact center lets agents and VArs move up the value chain, reduce attrition and become resources that customers ask to address real business needs.
By Michael Fair, MarketRace Jambo!, or Hello!, from Nairobi, Kenya. Wow, this has been quite the experience both personally and from a business perspective. Nairobi is a vibrant, multicultural city and my business trip (which did include a weekend safari) to visit KenCall, the largest call center in eastern Africa, has been very eye opening […]
Software developer Digital Fairway has announced Provergent Communication Services Management Suite Version 3.2, adding enhanced workflow and reporting capabilities as well as the ability to allocate the costs associated with communication services to an organizations general ledger, said the compay. Keeping track of cost center assignments and cost allocations for communication services in a spreadsheet […]
First Contact Vendors have addressed a number of contact center functions with an eye toward achieving first-contact resolution. Handling customer requests completely during the initial contact is every contact center managers goal.
The beauty of hosted call center technology is deceptively simple: In a world with a high commoditization of network services, the hosted contact center lets agents and VArs move up the value chain, reduce attrition and become resources that customers ask to address real business needs. For businesses, it provides an opportunity to leverage the […]
GCI, an Alaska-based company providing voice, video and data communication services to residential, commercial and government customers, needed to consolidate its back-office systems to support convergence. GCI chose Comverse Inc., a provider of software and systems enabling network-based multimedia enhanced communications and billing services, to converge its customer view. The challenge: To consolidate more than […]
By Dan Baldwin, director of sales ATEL Communications Inc. When did managing telecom expenses for our clients become a new thing? From 1990 through 2002 I worked both as a telecom account executive and as an independent telecom agent. For 12 years I pretty much did the same thing promised small business owners that I’d […]
For VARs and agents looking to capitalize on the promise of unified communications, the market bears watching as several trends continue to develop, from the snowballing presence of Microsoft (no pun intended) to taking UC mobile. For instance, industry watchers are keeping an eye on how Microsoft Corp.s release of its UC portfolio this fall […]
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