Monet's Workforce Management, Customers Love Cell Phones, FoIP and Your Customers, Intermedia Call Center

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David Sims
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Monet's Workforce Management, Customers Love Cell Phones, FoIP and Your Customers, Intermedia Call Center

A recent study from Monet Software compares the cloud-based and the on premise software model, illustrating “how the different models would impact the cost, implementation, usage and success of the Workforce Management solution in your organization.”

Set up and implementation. Cloud: Fast set up, vendor creates new account. Users access the solution through a web browser. On Premise: Takes time to purchase, install and configure both the hardware and software.

Score one for cloud there.

Upfront investment. Cloud: No upfront investment for software/hardware. Subscription fee typically includes support, maintenance and upgrades. On Premise: Large upfront investment for hardware and software, installation, configuration and implementation.

Be sure to check the ongoing subscription fee to see which works for you here.

Operating costs. Cloud: Shared services infrastructure dramatically reduces the cost for operating and maintaining servers. On Premise: Running your own server operation, including back ups, maintenance, upgrades and hardware replacement result in higher costs.

Read more here.

According to officials of TSG Global, 91 percent of Americans carry a cell phone with them 15-24 hours a day.

This statistic helps explain why mobile marketing is on the rise: “People will leave home without their wallet before they would leave without their phone,” TSG officials say, and they sound like people speaking from experience on this.

But the marketing is undeniable. “For product promotion, voting, polling, announcements, interactive information distribution, there are many reasons a company may want to reach out to people on their phones,” company officials say, adding “the question becomes -- what is the best technology to deliver and receive this information?”

According to TSG, the answer is “quite simple,” because in their eyes, “there are really only two options when using SMS text messaging; the Short Code or the Long Code. In most cases the Long Code is the more cost effective and efficient way; however, the Short Code still has its place.”

Read more here.

Fax-over-IP, or FoIP, is seeing "strong adoption" in organizations today, say officials of an upcoming Webinar, adding that it "lowers communications costs, boosts employee productivity and reduces carbon footprints."

The Webinar will show how you can make the switch from using traditional phone lines to using IP to send and receive faxed documents by turning to FoIP. It will also answer the questions of how organizations are making the leap to FoIP.

Led by two FoIP experts from Biscom and Dialogic, this Webinar "will look at how FoIP server technology can help deliver rapid ROI," and "show you real world customers that saw immediate improvements in productivity, operational efficiencies and cost reductions by switching to FoIP."

According to the Webinar's organizers, the presentations will also include an overview of FoIP how companies are switching to FoIP; a discussion of IP faxing reliability and how FoIP reduces costs and improves efficiencies; how to implement FoIP and technical requirements to getting started; advice on implementing FoIP with virtualization and "fax in the cloud" services; and a look at how to overcome the challenges of migrating to FoIP.

After the presentation, the Webinar will be open for a live Q&A, and attendees are encouraged to have their questions ready.

Read more here.

Founded in 1983, InterMedi@ Marketing is a direct marketing and information technology resource company specializing in what company officials say is end-to-end e-commerce, sales and customer relationship management. The company has approximately 2,000 employees, six call center locations with over a thousand agent positions.

They needed to create a VoIP call recording platform on top of a large scale SIP based telephony system with zero impact to IT systems and customer experience. Pretty tall order -- especially since prior approaches for VoIP call recording and monitoring created performance bottlenecks in the number of simultaneous calls that could be recorded and in the quality of voice service delivered by the SIP servers, according to company officials.

Intermedi@’s call center call recording need was driven by four primary areas -- adherence to customer contractual service level agreements, compliance to regulatory legislation, improving the quality of the customer experience and enhancing the training and performance of the call center agent. The call center environment features extensive use of open source applications, and the inbound/outbound calling/dialing is performed by several Asterisk PBXs and VICIDIAL dialer engines with MySQL, Apache Tomcat and GNU Linux for database and browser interface functionality.

Oreka TR’s open source core, officials say, meant that Intermedi@ could do advanced evaluation and make sure it was technically viable before committing to use Oreka for VoIP recording on Asterisk and VICIDIAL. This approach, they say, "enabled Intermedi@ to identify areas to enhance Oreka TR’s design, dify the code, and testing the enhancements before deploying the VoIP call recording system."

Read more here.


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