2. Categories

        Technologies: ACD, Auto Attendant, Call Center Automation, Call Center Integration, Call Center Software, Call Monitoring, Call Recording, Dialers, IVR Speech Recognition
        Applications: Appointment Setting, Customer Service, Debt Collection, Disaster Recovery, Help Desk, Lead Generation

    4. Cloud Call Center Tweets

    5. About This Site

      Hosted Contact Center News is dedicated to covering the latest information and development about cloud-based call centers and the technologies that power them including hosted IVRs, Dialers, ACDs, and best practices for ROI, deployment and integration.  The site is sponsored by USAN, who has pioneered the development of hosted call center infrastructures for 25 years and deployed some of the largest hosted call centers in the world.  An essential guide for customer service and technology leaders, Hosted Contact Center News is the best way to keep up with the latest developments in this fast moving industry.  Check back regularly or subscribe to our newsletter to have Hosted Contact Center News brought straight to your inbox.  

    6. USAN Hosted Call Center Overview

    7. Harry Miller on TMCnet

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    1. Hosted Thoughts

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    2. Featured Articles

      1. Knowlagent Selects High-Tech BtoB PR and Marketing Firm Arketi Group as Agency of Record

        Explore marketwatch.com (Feb 2 2012) Call Center Software

        "The ROI that Knowlagent delivers to call centers is tremendous, and what they are doing embodies the business value cloud-based solutions are able to deliver today." Arketi Group is a PR and digital marketing firm that helps business-to ... (Read Full Article)

      2. DMG Consulting Releases 2011 2012 Contact Center Performance Management Benchmark Study and Market Report

        Explore PitchEngine (Aug 23 2011) Customer Service

        DMG Consulting Releases 2011 2012 Contact Center Performance Management Benchmark Study and Market Report Today, DMG Consulting released its 2011 – 2012 Contact Center Performance Management Benchmark Study and Market Report. This Report offers a fresh and innovative approach to evaluating CCPM products and the market. The Report uses feedback from a DMG benchmark study of executives and managers from around the world to identify the top business criteria to use in evaluating leading and contending CCPM solutions... (Read Full Article)

        Mentions:   DMG   Aspect

      3. Gartner Says Worldwide BPO Growth Continues Despite Mixed Fortunes in Developed Countries

        Explore Press Release Distribution Services (Aug 22 2011)

        Gartner Says Worldwide BPO Growth Continues Despite Mixed Fortunes in Developed Countries Gartner estimates that the BPO market will grow in many regions. See expectations. (Read Full Article)

        Mentions:   Gartner

      4. USAN Achieves Payment Card Industry (PCI) 2.0 Certification

        Explore Yahoo! Finance (Aug 12 2011) Customer Service

        USAN Achieves Payment Card Industry (PCI) 2.0 Certification USAN, Inc., a provider of multi-channel customer engagement solutions, announced today that it has successfully completed a Payment Card Industry Data Security Standard (PCI DSS) 2.0 assessment and received a PCI Certification, enabling the company to provide secure credit card transaction processing, data storage and transmission. (Read Full Article)

        Mentions:   USAN

      5. Future of cloud computing … more clouds. Seriously.

        Explore gigaom.com (Aug 11 2011)

        Future of cloud computing … more clouds. Seriously. Forrester believes that today we have a simple cloud broker model where companies can buy access to infrastructure as a service on demand, things such as Enomaly’s SpotCloud fit this mold. However, in the future, it expects a”full broker” to emerge that... (Read Full Article)

      6. USAN Achieves Payment Card Industry (PCI) 2.0 Certification

        Explore PR Newswire (Aug 4 2011) Customer Service

        USAN Achieves Payment Card Industry (PCI) 2.0 Certification USAN, Inc., a provider of multi-channel customer engagement solutions, announced today that it has successfully completed a Payment Card Industry Data Security Standard (PCI DSS) 2.0 assessment and received a PCI Certification, enabling the company to provide secure credit card transaction processing, data storage and transmission. (Read Full Article)

        Mentions:   USAN

      7. Virtualization, cloud streamline datacenter operations, costs

        Explore ZDNet Asia (Jul 28 2011)

        Virtualization, cloud streamline datacenter operations, costs Diminishing land space and increasing operating costs are driving the need for convergence in data centers. In turn, virtualization and cloud computing are helping to make this convergence possible but are also adding complexities, as IT professionals now need to know how to integrate existing physical infrastructure with virtualized ones and manage the environment efficiently. ...and more » (Read Full Article)

      8. 8 Contact Center Best Practices

        Explore searchcrm.techtarget.com (Jul 26 2011) Customer Service

        Run a cloud contact center if it suits the business model. Cloud computing allows companies to benefit from Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS) technologies for their contact centers. ... (Read Full Article)

      9. Testing the Cloud

        Explore infoTECH Spotlight (Jul 22 2011)

        Testing the Cloud ... monitoring and analysis will ensure that enterprise customers will never look back once they have moved to the cloud. (Read Full Article)

        Mentions:   Juliana Kenny

      10. Changing the Channel

        Explore destinationCRM.com (Jul 20 2011) Customer Service

        Research reveals how consumers will contact customer service within the next two years. Contact centers need to evolve, as customers increase their demands for more responsive, higher-quality service in the modern multimedia world, according to research from Avaya (Read Full Article)

        Mentions:   International Customer Management Institute

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    3. Recent Articles

      1. Will a Double-Dip Recession reverse the trend of buyers “delaying outsourcing ...

        Explore Horses for Sources (Aug 22 2011)

        Organizations have always been wary of outsourcing during recessions. While today it delivers cost-reduction to clients in spades (proven emphatically during our recent state-of-outsourcing study), many organizations have proven, in the past, to push it down the priority-list of radical cost-reduction measures, when they fear for their very existence. With the threat of a “Double-Dip” recession very much a grim reality, HfS believes this cycle is likely to be broken. Let’s discuss. (Read Full Article)

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      2. 3 Keys to a Successful Outage Remediation

        Explore Government Technology (Aug 16 2011) Disaster Recovery

        3 Keys to a Successful Outage Remediation What are some of the keys to a successful outage remediation? 1) Understand the outage scope, your options and timelines. 2) Develop clear roles and responsibilities. 3) Promote excellent communication. (Read Full Article)

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      3. 4 Critical Questions About The Cloud

        Explore InformationWeek (Aug 16 2011)

        4 Critical Questions About The Cloud Four questions that executives at insurance companies and other businesses should be asking about the value and security of the cloud computing model. ...and more » (Read Full Article)

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      4. Three Tools for Your SMB Portfolio

        Explore The VAR Guy (Aug 15 2011) Disaster Recovery

        Three Tools for Your SMB Portfolio While the cornerstone of an IT services business continues to be its personnel (and their consultative skills), the addition of a few common tools makes the possibilities virtually limitless. Consider how many of your SMB clients’ needs could be fulfilled with just these three services:... (Read Full Article)

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      5. New CRM Chat Tools Give Instant Gratification

        Explore Welcome to CRM Buyer (Aug 15 2011) Customer Service

        New CRM Chat Tools Give Instant Gratification Recent announcements in the CRM space have been all about crossing bridges to streamline customer contact functions and making customer service representatives' lives easier and more productive. And all it's taking is a click of the mouse. (Read Full Article)

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      6. Cloud Channel Strategies at a Crossroads

        Explore ecommercetimes.com (Aug 12 2011)

        Cloud Channel Strategies at a Crossroads The truth is that a growing number of IT and business decision-makers no longer have the tolerance or financial wherewithal to put up with the costly inefficiencies of owning and operating their own hardware and software. As a result, they are increasingly inclined to consider pay-as-you-go, on-demand alternatives. This mindset is even stronger at the end-user level. (Read Full Article)

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      7. Stay in the Game with an IVR System

        Explore tmcnet.com (Aug 10 2011)

        Stay in the Game with an IVR System IVR systems are integral parts of a business’ customer relationship management strategies, and as such, every decision maker should be aware of the advantages IVR systems can give where customer communication and retention is concerned. (Read Full Article)

        Comment Mentions:   Juliana Kenny

      8. Cloud Based Predictive Dialer is a Competitive Option to an Old Problem

        Explore Cloud Based Predictive Dialer (Aug 4 2011)

        Cloud Based Predictive Dialer is a Competitive Option to an Old Problem A new survey suggests that 70 percent of SMBs intend to increase their technology spending in the next 12 months, with one-third of them saying they'll bump spending by at least 10 percent. A considerable portion of that will focus on cloud based utilities. (Read Full Article)

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      9. Are You Ready For Next Gen Self-Service

        Explore CRMXchange (Aug 2 2011) Customer Service

        According to Forrester Research, 72% of U.S. online consumers prefer to use a company’s Web site to get answers to their questions rather than contact companies via telephone or email. Clearly, the web has become the primary first point of contact between many organizations and their stakeholders. Despite this fact, frustration and inefficiency abounds online, resulting in unsatisfied customers and increases in escalations to expensive contact center mainstays like phone calls and e-mails.For many organizations, the “answer” to next generation customer service includes deploying the latest multi-channel self-service tools now available. Often described as answer agents, virtual ... (Read Full Article)

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      10. Understanding How Home Agent Options Can Benefit Your Organization

        Explore Customer Experience Management (Aug 1 2011) Customer Service

        Understanding How Home Agent Options Can Benefit Your Organization Since voice over IP technology (VoIP) and cloud-based call center applications have become the norm, many contact centers have ceased to be physical places and have become more of a virtual concept. Business process outsourcing providers can use a network of home-based agents to build a cohesive customer service support organization – a kind of “uncentered” call center – that can offer the highest quality customer service while still keeping operational costs in check. (Read Full Article)

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      11. Study: Call Centers Employing Could-Based Solutions Can Benefit From Lowered Costs

        Explore tmcnet.com (Jul 25 2011)

        Study: Call Centers Employing Could-Based Solutions Can Benefit From Lowered Costs Findings in a new Frost & Sullivan report titled, "Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis," indicate that call centers using cloud-based solutions can benefit from reduction in the cost of their contact handling and workforce optimization infrastructure. The report states that by opting for cloud-based offerings... (Read Full Article)

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      12. 5 Cloud-Based Services You Should Start Using Today

        Explore Business News, Money & Finance (Jul 21 2011)

        5 Cloud-Based Services You Should Start Using Today Are you making the most of what the cloud has to offer small business? There are a number of low-cost — and often free —new cloud-based services popping up every day, making it easier than ever for a startup to get off the ground with little IT expense. (Read Full Article)

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      13. Non-profit says broadband influencers aren't talking to the right people about ...

        Explore blog.connectedplanetonline.com (Jul 20 2011)

        Non-profit says broadband influencers aren't talking to the right people about ... A non-profit based in the state of Washington that says it is “dedicated to sharing facts and figures to educate the public about the benefits of broadband technology for economic development and jobs in their communities.” (Read Full Article)

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      14. North American Contact Center Systems Market - market research report on Reportlinker

        Explore reportlinker.com (Jul 20 2011)

        North American Contact Center Systems Market - market research report on Reportlinker New report covers the state of the North American contact center systems market. Market segments covered include inbound contact routing systems, IVR/voice portal systems, outbound dialer systems, quality monitoring systems, workforce management software, and contact center analytics. The study discusses the drivers and restraints for growth and... (Read Full Article)

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      15. More law firms are flying to cloud-based unified communications. Are you ready to join them?

        Explore Home | State Bar of Wisconsin (Jul 20 2011) Customer Service , Disaster Recovery

        More law firms are flying to cloud-based unified communications. Are you ready to join them? According to a 2010 International Legal Technology Association (ILTA) survey, cloud computing received the most mentions for exciting new technology – 17 percent of respondents indicated they are currently implementing a cloud strategy, double from the previous year. Even more said they have added cloud computing to their IT roadmap. (Read Full Article)

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