On-demand call center

What are the challenges of an on-demand call center? When should a business host their contact center? Find out in this topic section, which includes news and case studies on call center hosting and tips on hosted contact center technology and software application vendors and service providers. Learn how to manage Voice over Internet Protocol (VoIP) technology and phones in an IP call center, how to evaluate Software as a Service (SaaS) or on-demand customer service software, how to manage remote or at-home call center agents and how to use an interactive voice response (IVR) system. This section also covers hosted call center security and costs, online customer service, operating automatic call distributors (ACDs) and hybrid software deployments.

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  • Salesforce.com and Cisco offer fully cloud-based call center 05 Oct 2009

    News - Salesforce.com is combining its on-demand call center software with on-demand IP telephony. It will allow companies to launch a call center without hardware, software or data centers.

  • Voices of CRM: RightNow's Greg Gianforte SearchCRM.com  |  25 Nov 2008

    News - In this podcast, Greg Gianforte, CEO of RightNow Technologies, discusses the economy, his visits to 200 RightNow customers and his company's latest software update.

  • IP-based system key for growing call center 10 Apr 2008

    Article - The need for customization and a rapidly expanding at-home agent network led one infomercial company to select an IP-based call center system.

  • Virtual call center helps Fetch keep tails wagging 21 Nov 2007

    Article - With the company expanding rapidly, Fetch Pet Care's CEO turned to hosted call center software to cost-effectively connect his 100 pet sitting and dog walking franchises.

  • Gartner ranks contact center infrastructures 04 Sep 2007

    Article - Application vendors are moving into contact center infrastructure. While tight integration between applications and infrastructure holds promise, it remains separate, Gartner says.

  • Virtual call centers driving VoIP adoption 24 Jul 2007

    Article - Organizations are driving down customer service costs by distributing agent workload across multiple locations, and VoIP is a key enabler, research shows.

  • Oracle's hosted call center gets an update 27 Jun 2007

    Article - Oracle has built an Oracle-based back end to the hosted call center application it acquired in Telephony@Work as the competition for virtual contact centers increases.

  • Contact centers: Goodbye costs, hello profits 05 Jan 2007

    Column - Within five to 10 years, contact centers will become one of the most important revenue generating departments in most enterprises. Some enterprises have begun to try to figure out how to improve their customer experience while keeping costs down. Read...

  • The IP contact center: Why the time is right 05 Dec 2006

    Column - Today it's clear that IP can vastly reduce operating expenses, simplify management overhead, provide geographic flexibility and improve quality, particularly for multi-site contact center operations, says Donna Fluss in her latest Call Center Trends...

  • Hosting expands technology choices for contact centers 16 Oct 2006

    Column - The new generation of hosted offerings provides most of the systems and applications needed to operate and manage a world-class contact center, says Donna Fluss in her latest column. Learn more about hosted call center offerings and how they are...

See also -Topics Related to On-demand call center:

Call center VoIP software, Call center agent, Call center manager, Outsourcing, Software, Speech technology, Online service