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Your Call Center by the Numbers, or How I Lost $2099.60 in the Stock Market

Are you sure you know what your call center is doing

My wife says I should blog about the time I lost $2099.60 in the stock market. It was this week, so it’s timely. She’s one of my favourite people, so I’ll indulge her. So, I logged into the website for my discount brokerage, and found that in the weeks since I last looked, one of my new favourite investments was down a whopping $2099.60. Continue reading “Your Call Center by the Numbers, or How I Lost $2099.60 in the Stock Market”

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Distinct Agent Logins in Multi-Tenant Call Centers

Not even the clown is me

There is more than one person named Stephen Ray. There are even more people who have Stephen and Ray as part of their name. It’s not the most common name; I’m sure there are a lot more John Smiths, Maria Silvas, etc.. Large call centers often have to contend with name clashes when designating login names for various services, especially when you consider a few years of normal employee turnover. The problem compounds when you are using multi-tenant call center software. Continue reading “Distinct Agent Logins in Multi-Tenant Call Centers”

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Rapid Reconfiguration of Servers For Cloud-Based Call Centers

Hosting your call center software in the Cloud, as regular readers of this blog know, allows for a flexibility in the allocation of resources that is simply not available in on-premise call centers. In a large call center deployment, a number of servers are usually provisioned for specialization: web servers, database, telephony, etc.. Changing conditions can mandate that the mix of servers should change over time. In these circumstances, it is important to have the ability to quickly repurpose a server. Continue reading “Rapid Reconfiguration of Servers For Cloud-Based Call Centers”

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Considerations while selecting Cloud contact center technology

The primary considerations in setting up managed hosted and cloud based contact centers are Technology, Cost and Deployment. The rapid advancements in the use of VoIP coupled with the growth of Asterisk makes the choice of technology more critical. Most systems available in the market are closed Black Box systems with limited flexibility. Deployment as well as growth and flexibility are very costly and painfully limited. Therefore your design and architecture not only impacts the immediate needs but has an effect on your growth, effort involved in future expansion and the on-going cost of running the service.

Continue reading “Considerations while selecting Cloud contact center technology”

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Setting up Managed Hosted Contact Center Service

The expansion and evolution of managed hosted data services and SIP trunking has contributed to the growth of call center as a service. Businesses want to avoid capital investment in purchasing technology platforms to run their call center software. The cost of managing such sophisticated infrastructure is not cheap. The new generation telecom providers who provide SIP trunks and internet services are eagerly capitalizing on this opportunity to offer ACD and Dialer solutions to expand into call center services. The hosted data center providers also see this as a chance to expand into a new service area and offer contact centers on demand.

Continue reading “Setting up Managed Hosted Contact Center Service”