Storacall has launched PERSPECTIVE, a software product aimed at helping trainers and supervisors to improve call handling and customer service through live support, monitoring and real-time coaching of agents.  

The launch of this call centre software is timely considering the growing need to cut costs, which had resulted in lower levels of customer service. The new software will help call centre managers by providing them with improved control of staff, reduced complexity and faster response and resolution of escalating sessions, which should lead to more successful call outcomes.

The software includes features such as broadcasting of training material, the ability to conduct live group training from the agent’s desktop and real-time supervisor monitoring and support as well as whisper coaching and remote control of agent desktops.

The newly introduced 2008 Enterprise Call Center System from TouchStar features a new load balancing and multi-threaded software architecture, expanded network and signaling compatibility, new redundant hardware architecture, as well as support for NMS Communications Open Access carrier class media processing platform.

TouchStar can now support thousands of call center agents situated worldwide on a variety of networks. The company is guaranteeing that the new call center system can cut costs for clients. To demonstrate that is no hollow claim the company has given away one call center system away for free.

The combination of the new call centre software and NMS’ carrier class hardware provides high reliability and scalability. The systems can meet the connectivity, flexibility, and performance requirements of new applications such as VoIP gateways and IP media servers.

E-commerce solutions provider The Exchange has introduced a call center CRM system that is now live with UK-based Click Group, reports TMCNet.com.

The Officeweb call center solution, developed together with Callmedia, is customizable for financial intermediaries or other call-center oriented businesses that require a CRM solution integrated to their telephony systems.

The latest call center solution has enabled Click Group to develop a full-automated end-to-end CRM system, which is expected to improve efficiency by 20 percent. This expected efficiency improvement is a result of a seamless sales process online that makes facilitates faster and easier purchase of life assurance.

Despite the several advantages of on on-demand contact center, such a solution is not for every company. Organizations thinking of setting up an on-demand contact center have to be prudent and adopt best practices, says Mae Kowalke, an associate editor at TMCNet. 

In a recent column, she points to a white paper by virtual call center solutions company, Contactual that debunks some of the common myths about on-demand contact centers. These common misperceptions are:

• On-demand contact centers are costlier than on-premise centers--- people often ignore the ongoing maintenance costs for the latter when making this statement.


• On-demand solutions are difficult to be integrated with other applications—availability of sound APIs belies this argument.


• Increased security risk--- numerous options are available to protect all data and can in fact make an on-demand contact center more secure.


• On-demand contact centers offer less features: a myth in the present day and age.


• On-demand is suitable only for small contact centers: no longer true since virtual contact centers are now available with 500 or more agents.


• The virtual solutions are suitable for short-term arrangements: the benefits of an on-demand center can be enjoyed more in the long term.