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Friday, 27 January 2012, 00:00
AltiGen call center software is being deployed by Milwaukee Corporation
 chosen AltiGen's MaxACD call center operations software for Microsoft Lync as an integral element of its commitment to improve IT/communications infrastructure that has started in 2010. "I was taken into Milwaukee Tool to handle and execute the transition from legacy technology to a Microsoft built platform," explained Craig Mueller, senior manager of Infrastructure, at Milwaukee in an official press release. "The target was to transit the IT department from being a cost center to a deliverer of data and tools that would empower our workers and agents." For the initial step, Mueller's team shifted the infrastructure from Lotus Notes to Microsoft Exchange. They then replaced the out-of-dated Siemens PBX infrastructure with Microsoft Lync to provide PBX, IM, conferencing and collaboration capabilities throughout the whole enterprise. And in 2011, the company made the decision to improve its all the call center operations to support the policy of company's Microsoft technology investment. "We overlooked all of the available contact center options for Microsoft Lync," Mueller noted. "AltiGen's MaxACD software was distinctive in line, appeared to be intuitive, manageable and very cost-effective. We liked that applications such as ACD reporting and call recording management were already incorporated in." AltiGen's MaxACD Contact Center solution for Microsoft Lync contains technology cutting edge call center features such as skills-based routing, multi-level Auto Attendant, a versatile and easily adjustable IVR with CRM integration capabilities, call recording and monitoring and reporting. As they are closely integrated with Microsoft Lync, it delivers a compelling communications solution either on premise or brought through the cloud, the company explained.After implementing the call center operations software from AltiGen, Milwaukee Electric Tool is capable to manage daily activities within the call center activities in a much more handy way. Because of the contact center's skills-based routing, callers are determined and connected to the relevant agent who is best qualified to deliver support across the nationwide service centers. AltiGen's MaxACD call center operations software for Microsoft Lync also provides priority queuing, offering support for major customers. "We're happy that a company with such a strong reputation for quality selected MaxACD to provide service to its customers," AltiGen vice president of Sales Mike Plumer commented. "Our target is to make it simple and affordable to deploy a contact center for any company upgrading to Microsoft Lync.”
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Thursday, 23 February 2012, 00:00
Call center scheduling is extremely sensitive issue, once agents may arrive with delay, log in to the wrong working queue, take breaks or lunch at inappropriate times, or get called away for an unplanned meeting or conference. The more agents a call center deploys, the more is potential for wrong doings.
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Wednesday, 22 February 2012, 08:04
Global financial giant PayPal, being electronic payments subsidiary of eBay, is expected to deploy up to 1,000 new call centre positions. PayPal will be looking for call centre agents with English as well as other languages to help customers with daily accounts and operations, to verify records and documentation from retailers from around the world who are seeking to open accounts and to review particular transactions for assumed frauds and any suspicious activities.
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Tuesday, 21 February 2012, 00:00
Enterprise Angel, being the prominent industry player in matters of Customer Engagement Management (CEM) applications, has announced it has acquired 35 percent annual revenue growth for the second year in a sequence.
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Monday, 20 February 2012, 00:00
Enterprise Avalara the prominent industrial player in matters of tax automation for businesses of all sizes, has announced that Trademark Productions, Inc., a well reputed provider of custom web software and online marketing applications, has entered Avalara's expanding list of certified Original Equipment Manufacturer (OEM) partners.
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Sunday, 19 February 2012, 00:00
Enterprise Tiger Communications, being a prominent provider of Call Management Solutions, has announced some features of an innovative project at the University of Huddersfield that is designed to improve management of its call charge-back scheme for thousands of consumers.
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