pletely

 

First Contact

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.

Pannaway Gives AFC-48 Cabinets New Life

Pannaway Technologies Inc. now offers a retrofit, triple-play solution for the tens of thousands of AFC-48 cabinets out there in telecom networks. The product, called SCN-RetroCAB, is 60 percent less expensive than completely replacing the cabinet and buying a new housing and related gear, according to the company. Kevin Brown of Pannaway says the vendor […]

PAETEC Chooses OSG for Invoice Redesign, Other Services

PAETEC Communications Inc. is using OSG Billing Services as its new manager of invoice presentment and distribution services. PAETEC says it chose OSG Billing for its product and design capabilities. OSG will completely redesign PAETECs invoices. PAETEC will take advantage of functionalities including messaging changes, being able to add graphics or photographs, and monitoring the […]

VoiceLog Bolsters VirtualLogger with VoIP Recording

Third-party verification company VoiceLog LLC has added VoIP recording capabilities to its VirtualLogger ASP/service bureau platform. VoiceLog says this means call centers record calls and monitor quality on their VoIP platforms on a “pay as you go” basis. VirtualLogger does not require upfront capital costs. “Our vision is completely in line with where VoIP will […]

Click, Talk, Sell

Click4Talk this year rolled out a Web-based click-to-talk service designed to instantly connect online shoppers with customer service or sales representatives. What’s new about that? On the surface, it sounds pretty much like the same offer you’ve been hearing about for the last five years. But David Landa, Click4Talk’s vice president of sales and marketing, […]

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