Category: Contact Centers

Unique e-recruitment plan introduced

Bangalore-based JTS Institute has made getting a call center job a lot easier. The firm recently announced its free “e-recruitment” system, which enables job hunters to apply via an online test at The process is three staged, with the online exam first, followed by a telephone interview by a “Voice and Accent expert from […]

Hello, PAM speaking…

On the call center front, news came from Hong Kong early this Monday morning, with the announcement that Oasis Hong Kong Airlines had appointed PAM Limited to establish, operate and maintain its Hong Kong-based call centre services, including staff and equipment. PAM will provide customers and travel agents with sales, general enquiries and customer service […]

Cool, Britannia

Britannia Building Society today announced the rolling out of call centre tool QueueBuster, a solution that allows customers to hold within a queue “without being stuck on the phone.” Really. QueueBuster holds the customer in a virtual queue, letting them hang up, calling them back when at the front of the queue. Following a successful […]

Can you hear them now?

Verizon Business today introduced new internet protocol-based capabilities for its contact center services and VoIP portfolio. The capabilities include IP toll-free service; IP IVR, an interactive voice- response system for contact center services; and new IP trunking options. All have interoperability with Avaya enterprise communications software. Verizon IP toll-free service promises to route incoming toll-free […]

For a good time, call Zoey

Minacom, a producer of VoIP test systems for telecommunications firms and cable MSOs, has introduced its Zoey interactive VoIP test agent, a customer support systems designed for providers offering self-install VoIP service. Zoey is an automated interactive voice response agent used to test service quality; subscribers can check their caller ID, as well as evaluate […]

Avaya upgrades

Avaya Inc., provider of business communications applications, systems and services, has released a new version of its IP-based multimedia contact center software. Called Avaya Interaction Center 7.1, the main selling point of the product is the ability to fully customize agent screens for customer transactions in phone, e-mail or chat milieus to be managed through […]

Implement away, Brother!

Aspect Software, Inc. representatives announced today that Brother International Corporation will be implementing Aspect Spectrum ACD and Aspect customer self-service voice portal across its contact centers. Aspect Spectrum ACD promises to tightly integrate reliable automatic call distribution functionality with sophisticated computer telephony integration applications, in both traditional circuit-switched infrastructures and IP environments. New enhancements to […]

Capita saves jobs in Belfast (maybe)

In other insurance-industry call centre news, Prudential Insurance has outsourced its Belfast, Ireland, call centre to BPO firm Capita. The move is good news for those in the United Kingdom, as that area has since quite the number of call-centre job losses lately, and bad news for India, for whom the Prudential posts had been […]

Beefing up the call centre in Oz

Representatives from Australia’s MBF Health Insurance have announced evolution and upgrade to its call center operations. The six-month implementation of Genesys Outbound Voice has been completed and operations have been “beefed up.” MBF had been using a manual system that was sales-based and that did not include outbound dialling and call list automation features. (One […]

VoIP growing in leaps and bounds

“VoIP,” perhaps only this year a need-to-know bit of office jargon, is well on the way to becoming an honest-to-A.G. Bell household word. Um, acronym. According to an international survey recently undertaken by broadband communications services analysts Point Topic entitled “IP Telephony,” the voiceover internet protocol business is in fine shape. Headline statistic was naturally […]