Outsourced Call Center Solutions

Roundup

Outsourced Call Center Solutions

By Paula Bernier, Executive Editor, TMC  |  April 14, 2015

Whether they ship them overseas or keep them onshore, many companies opt to outsource their call centers to other organizations that specialize in this kind of thing. Here’s a sampling of what a few companies in the outsourced call center solutions space have to offer.

3CLogic

3CLogic (News - Alert) offers a host of features designed to compliment the needs of today’s busy BPO organizations. Offering a complete multichannel suite of cloud contact center solutions, the company provides the latest features including, IVR, ACD, predictive dialing, Advanced Agent Scripting, WebRTC-based click-to-call, and business analytics, while allowing for third-party integrations with any CRM, WFM, WFO, or ticketing platform to facilitate operational efficiencies and consumer interactions. A pure cloud solution, 3CLogic offers outbound, inbound, and blended platforms with the added flexibility and scalability only a cloud solution could provide. Based on a distributed approach, its software eliminates the need for legacy server-centric architectures and removes performance bottlenecks to deliver a truly reliable yet secure solution. Offering the ability to enhance first call resolutions, improve sales and marketing initiatives, facilitate disaster recovery efforts, and enhance the overall customer experience, 3CLogic’s contact center solutions will enhance the efforts of any outsourcing enterprise while limiting the cost IT infrastructure requirements generally expected of similar platforms.

Clear Harbor

Founded in 2004, Clear Harbor is a specialty co-sourcing outsourcing firm, focused on providing customer support and BPO services to B2C and B2B companies in a variety of industries including insurance, medical claims, cable and telecom, consumer electronics, general consumer goods, and more. Clear Harbor’s areas of expertise include customer and tech support, new customer care, inbound billing inquiries, account maintenance, billing adjustments, credit card processing, appointment scheduling, reverse logistics, service call scheduling, inbound sales calls, and warm outbound sales calls. The company serves as a strategic partner to its client base and delivers an interactive, highly collaborative approach to customer care. Clear Harbor’s Customer Care services include B2C and B2B; Billing Inquiries; Inbound Sales; Account Maintenance; Tier 1 Support; Payment Arrangements; Order Status; Order Entry; Product Troubleshooting; Service Call Scheduling; Upsell/Cross Selling. Clear Harbor’s BPO Services include Revenue Assurance; Medical Claims Processing; Order Provisioning; Order Compliance/QA; Warranty Claims; Account Research; Data Verification; Commission/Royalty Management; Supply Chain Management Support; Reverse Logistics.

Firstsource Solutions

Firstsource Solutions provides business process management outsourcing solutions to the world's leading organizations across the telecommunications and media, banking and financial services, insurance, health care, and publishing industries. Supported by a global workforce of more than 26,000, Firstsource ensures client proximity, deep market and domain expertise, and superior communication. Firstsource moves the needle from being an outsourcing company to a trusted business partner by improving customer experience, simplifying business processes, increasing productivity, and creating a positive revenue impact. Firstsource also provides innovative technology solutions like First Chat, which enables real-time person-to-person communication through live chat, helping turn online visitors into customers and empowering customers to self-serve efficiently. Additionally, Firstsource's technology offering First Customer Intelligence can reduce cost, improve customer experience, and increase revenues by providing actionable insights across products, processes, channels, web strategy, and agent performance. These are drawn from an in-depth, real-time analysis of customer interactions on voice and non-voice customer service channels. FCI measures customer sentiment, emotions and behavior across multiple communication channels at an early stage in the interaction.

InfoCision Management Corp.

Our clients are the household names most consumers know and depend on. As a leading provider of contact center solutions, we serve many verticals from technology to health care to financial services to pharmaceutical and telecommunications, as well as providing inbound and outbound marketing for nonprofit, religious and political organizations. No matter what market, we help establish brand, build customers, create marketing strategies, and integrate teleservices into the marketing mix. Our customized core solutions can be deployed individually or combined to create a multichannel strategy that includes inbound and outbound teleservices, direct mail, fulfillment, email, ecommerce, and business intelligence to name a few. Founded in 1982, InfoCision (News - Alert) employs more than 3,500 in over 30 call centers throughout Ohio, Pennsylvania, and West Virginia. Choose a contact center partner that will invest each and every call with the same quality and care you do; a company that will reflect the integrity of your business and your brand. With over three decades of telemarketing experience, InfoCision has an unmatched reputation for providing the highest quality teleservices and the best return on investment in the business.

Interactive Intelligence

Customer Interaction Center (CIC) is an all-in-one IP communications software suite that provides multichannel contact center automation functionality for organizations of all sizes across all industries. CIC offers single-platform architecture designed to reduce costs, and simplify administration, customization, and reporting. As an open, all-software system, CIC also maximizes interoperability with existing systems, while allowing for cost-effective growth. Functionality includes the following: multichannel and skills-based routing and queuing; interactive voice response; real-time speech analytics; outbound/predictive dialing; quality monitoring; real-time supervision; reporting; workforce optimization; automated post-call customer satisfaction surveys; and more. Especially useful for outsourced call centers, CIC offers an optional Interaction Web Portal. IWP gives outsourcers a full range of monitoring tools from within a single dashboard that can be accessed by their clients so they can see their call center statistics. Additionally, IWP can be securely partitioned and outsourcers can create unique views for each client.

LiveOps Inc.

LiveOps (News - Alert), a cloud contact center and customer service solutions provider, offers a virtual call center solution with inbound and outbound calls, interactive voice response capabilities, and full integration with salesforce.com CRM. The cloud-based contact center solution platform provides a virtual alternative to on-premises solutions or brick-and-mortar outsourced call centers. LiveOps' IVR provides self-service, customer segmentation, or pre/post-routing applications in a personalized, user-friendly manner with speech-enabled applications, touch-tone call routing and call surveys. The LiveOps solution is scalable and flexible, and it can be used with an organization's own agents or in conjunction with LiveOps Agent Services. LiveOps Agent Services offers a community of more than 20,000 work-at-home agents that can be deployed as needed. This on-demand pay structure ensures organizations only pay for the bandwidth and infrastructure that is utilized. The multi-channel routing feature of this solution ensures calls are directed to the most qualified agent, regardless of location. Finally, the LiveOps Contact Center Solution Platform is compliant with the most stringent enterprise security policies and manages over 100 million calls per year while maintaining the highest levels of security.

Support.com

Powered by our exceptionally skilled technology specialists, Support.com is 

the partner of choice for technology support for leading brands in retail, software, telecommunications, consumer electronics and home automation to provide white-label and referral premium support programs. We have provided remote support to more than 21 million people seeking assistance. Using our scalable workforce and proven thought leadership in program design and execution, customers can increase the value of their core offerings and create new revenue streams. Support.com’s turnkey programs are operated by a full-time workforce of over 1,900 technicians armed with our cloud software to deliver branded service experiences that earn industry-leading end user satisfaction scores. Our unique labor model allows us to recruit the most qualified technicians and to scale rapidly for new programs.

Our partners turn to us to provide support via remote delivery. Our most popular capabilities include onboarding services – including installation and set up services for networks, new computers, mobile devices, and Internet of Things devices for the connected home.




Edited by Maurice Nagle
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