Category Archives: Customer Management

BroadSource EMU SaaS allows BroadWorks UC users to better manage the complexity of subscriber configuration information

LONDON, Mar-17-2017 — /EPR TELECOM NEWS/ — BroadSource Europe Ltd, a specialist global software development and telecommunications engineering company, today announced the launch of EMU SaaS (Software as a Service) platform for its existing and prospective European customers.

EMU, developed by BroadSource, allows global Service Providers, who utilise the BroadWorks™ UC platform, to better manage the day-to-day complexity of subscriber configuration information. EMU is already available in Asia as a SaaS and is now also available for European Service Providers via the EMU SaaS delivery model.

Fifteen years of telco engineering experience, coupled with today’s Cloud delivery technologies means that EMU can now solve Service Provider problems as a Cloud Service across Europe.

Haydn Faltyn, BroadSource co-founder and CEO noted, “We are so pleased to be launching EMU SaaS to our European customers. This technology is unique to the Cloud UC ecosystem. Our customers have been benefitting from EMU operating within their own environment or our Asian point of presence for a number of years now. This next milestone means that our European Service Providers customers can now also benefit from a subscription to EMU SaaS. The power of EMU is solving really practical, everyday problems for our customers and their Cloud UC environments based on BroadWorks™ technology. We are delighted with the feedback so far and excited to have EMU available in Europe

About EMU
EMU is an Extraction, Manipulation and Update (EMU) platform for Cloud UC developed by BroadSource and specialising in the BroadWorks™ platform. With just one click, Service Providers can:

  • EXTRACT every piece of information from their BroadWorks™ environment to audit, analyse or backup customer group configurations
  • MANIPULATE thousands of configuration attributes in seconds, preparing for migrations
  • UPDATE, en masse, configuration settings, saving hundreds of ‘clicks’ and many hours

Our European Customers
Using their own secure BroadWorks™ credentials, Service Providers and their partners can perform one or all of the services hosted within the BroadSource multi-tenanted, fully redundant EMU SaaS instance. EMU now performs many subscriber manipulation tasks that where once thought of as impossible. As Cloud UC subscriptions take over premise PBX numbers, EMU is perfectly positioned to allow the Service Provider to rapidly scale, contain operational costs and simplify the management of large volumes of subscriber configuration data. Service Providers in Europe now have an array of ‘every day use cases’ to better manage their BroadWorks ™ powered Cloud UC platform.

SOURCE: EuropaWire

North American UC and IP integrators drive customer care improvement with SJS Solutions digital signage and wallboard technology

With the clear goal of protecting their customers against the negative effects of poor customer care, ShoreTel Unified Communications and IP integrators have been calling on SJS Solutions to provide wallboards and digital signage solutions that drive improvements in agent behaviour, customer care and profitability.

Digital signage and contact center wallboard experts’ SJS Solutions continue to attract customers and resellers throughout North America. SJS are the sole developers of Optymyse4™, an enterprise wallboard product that offers unparalleled levels of screen design flexibility and Optymyse Instant™ an entry level wallboard product designed for smaller call and contact centers.

In the last 3 months the SJS reseller network has been strengthen with the inclusion of IP integrators: Xtelesis in California, Converged Technology Professionals who cover Wisconsin and Illinois, Optinet Systems of Canada and IPC Technologies, based in Virginia. All of these companies have been helping their ShoreTel customers improve customer care and agent communication through the installation of SJS Solutions, contact center wallboard technology.

“When talking through our needs with SJS, it was soon clear that their Optymyse digital display solution was purposely designed for automatic graphic scaling to any size digital display screen and also interoperable with ShoreTel Enterprise Contact Center, thus perfectly suited to our customer’s requirements. SJS saved Optinet unnecessary development time and money. Needless to say we’ve added SJS Solutions to our contact centre peripheral product portfolio.”Suzanne Sherrod, President of Optinet Systems

The influx of interest from North America grew from the attendance by SJS at ShoreTel’s Technology Partner Conference in Orlando 2012, where SJS were able to show resellers and customers exactly how their wallboard solutions were special.

With installations in the UK, Europe, North America, Asia and Australia SJS already have a global presence and anticipate further worldwide growth as their reseller program moves into the second half of the year.

CEO Stephen Pace, who is heading up the global expansion said;
“With the introduction of our latest wallboard solution Optymyse4™, we are able to offer companies unparalleled screen design flexibility so they can create dynamic displays that incorporate multi-media and keep agents engaged. Easy to read, animated, multi-media wallboards are a proven, cost effective way to drive improvements in agent behaviour, and customer care and, ultimately improve the bottom line.”

“After more than 15 years in customer care I am pleased to say that how companies treat their customer is finally getting the attention it deserves. More and more companies are leveraging, how they treat their customers, as part of their brand, and that’s good news for the consumer. It does mean though that the companies making these promises must give their agents the best tools and the right environment so they deliver on these promises.”

The Technology

SJS continue to improve their digital signage and wallboard technology and are constantly looking for ways to deliver more for less.

Right now SJS are able to offer a raft of features using very small compact hardware. Their most complex and feature rich solution Optymyse4™ is able to deliver live news, multi-media, animation and endless branding possibilities via a tiny PC that weighs less than 2.2Lbs (1kg).

To see Optymyse4™ in action visit the SJS Solutions YouTube Page and website SJS Solutions.

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Make the Right Appointments with Voice Group

Representing a great range of clients within a variety of sectors, Voice Group is one of the most respected brands in the call-centre industry. So from insurance firms to utilities companies, to financial and professional service providers, the team at Voice Group are able to use their wealth of experience to provide a variety of contact centre services that are applicable to the business and consumer marketplace.

These services include the Appointment Setting, which will create a series of qualified appointments for businesses. Voice Group utilise a tried and tested appointment generation process that guarantees that all meetings fulfil a pre-agreed criteria, go ahead, and ultimately generate a return for all clients.

The appointment setting team is supported by a dedicated and experience management resource, which includes additional training, quality control, account management, IT/MI, and general operational management. Voice Group also has the ability to source data and integrate additional marketing techniques, including SMS, email, and direct mail.

The target audience for the Appointment Setting Service is consumers, SME’s, and large corporate. Voice Group has spent years building a strong reputation with all of their clients, and are renowned for providing a quality service and proactive management, while meeting and exceeding clients expectations.

“Voice Group has recruited a varied team of experienced agents who are able to resolve all client issues,” said a Voice Group spokesperson. “We aim to assist all of our clients by utilising our specialist IT systems that are able to manage contacts and report and record calls. This enables us to help the process of appointment making and quality control.”

For additional information, please visit the VOICE Group website.

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Preparing Your Business For The Olympics

Unless you operate out of central London, it’s highly likely that any disruption to your business caused by the Games will be minimal, if non-existent. However, for many businesses based in and around Greater London, London 2012 presents a number of challenges – challenges that do have the potential to affect businesses across the country if left unchecked.

“We’ve experimented with a few scenarios to help us maintain our operations”, explains Chris Skarratt, co-founder of Silversun, a small TV production firm in Soho. “We know courier services will be disrupted, so we’ve invested in technology to send many of our projects securely online and upgraded our broadband capabilities to cope”. “We’ve also talked to staff about working from home or doing flexible hours – we’re just trying to cover all bases”, continues Skarratt.

They’re wise to be doing so. According to the British Council for Offices, fewer than 1 in 10 employees will be allowed to work from home during the Games. This statistic does not bode well with findings from recruitment specialist Badenoch & Clark, who have revealed that nearly 16% of staff will consider taking a ‘sickie’ to watch the Olympic torch relay that will be travelling around the UK throughout May and June, as well as the Games itself. As Matthew Wallace, head of workplace at BskyB, comments: “the Games should be acting as a catalyst to remind businesses of the benefits of working flexibly”.

The Games – in dates and numbers:

Olympic Games: 27th July – 12th August 2012
Paralympic Games: 29th August – 9th September 2012.
• £11bn price tag to host the Games
• 10,500 athletes and 8.8 million tickets issued
• 37 competition venues across the UK, 27 of which are in London
• 636 competition sessions across 26 sports
• 500,000 visitors to London everyday throughout the Games
• 24% temporary ‘Games Lanes’ to be created by sharing bus lanes
• 1% of London roads incorporated to form part of an Olympic Road Network
The organisers of London 2012 have produced a document to help businesses prepare for the Games. To make the most of this information, we’ve summarised the key considerations for your business below:
• A reduced workforce
How many of your employees have confirmed their holidays over the Games period? Worse still, they may consider ringing in sick. Introducing more flexible ways of working will limit disruption for your business – it may even increase productivity.

• Slower internet services
Some of your employees are working from home during the Games: will their internet service be fast enough if an increased number of people are accessing the internet? Ensure that if your employees are working remotely, they have the resources to work effectively.

• Slower mobile networks
Which business doesn’t operate without mobile phones these days? It’s worth noting that at times of peak demand, the networks could run slower, making it difficult to stay in touch and access information remotely. Plan to upload and download larger content, such as files or images, outside peak times.

• Journey times across London
Your business may not be based in London, but are any of your suppliers? Getting across London to visit clients or attend meetings may require a little pre-planning: london2012.com/traveladviceforbusiness

• Road network disruption
Don’t forget, 10 competition venues are outside London, with significant activity also taking place in Weymouth and Portland, Dorset; Eton Dorney, Buckinghamshire; Broxbourne, Hertfordshire; and Hadleigh Farm, Essex. The Football competition is also being played in Cardiff, Coventry, Glasgow, Manchester and Newcastle.

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Protect Your Business From The Unexpected With Moneypenny

Depressed economies. Worldwide rioting. Exploding PIP breast implants. Cursed cruise liners. And before you even think about consoling yourself with the thought that Spring is just around the corner, bear in mind that, apparently, we’re facing the worst drought for more than 30 years.

Yes, we do have a morbid fascination with all things doom and gloom (without doubt, fuelled by our overly accommodating media). Nonetheless, the fact remains: bad things do happen. And without fail, they will always, always happen at the worst time possible.

Planning for the unexpected is cynical. It’s tedious. And it’s potentially a huge waste of time. But for the occasions when the unexpected does occur, planning is essential. David Bruce, commercial product manager at Aviva comments: “Given the current climate, it’s understandable that business owners are focusing on the day-to-day aspects of their business. But that doesn’t mean they should ever take their eye off the business planning side of things.”

According to the Federation of Small Business, 80% of businesses affected by a major incident will close within 18 months. This alarming statistic is probably due to the fact majority of SMEs believe it would only take them one week (33%) or one month (31%) to return to normal trading after a major incident. The reality however, is very different. According to Aviva’s team of commercial specialists, a return to full normal trading can often take a business more than a year.

We started this discussion with our glass half empty, so let’s not get bogged down in the disheartening detail. Endeavoring to minimise disruption to your business makes good business sense. With a continuity plan in place, you’re more likely to be up and running quicker, and face fewer cost implications. In no time at all, your glass will be brimming, without a doom and gloom statistic in sight.

Top 10 business continuity tips for your business:

Depending on your business’ specific circumstances, here are some top tips to keep your company open for business, no matter what happens:

1. – Create a “battle box”. It should have the following in it:
– Copy of your continuity plan
– Copy of insurance policy (scan it in)
– Company statutory documents
– List of key advisers including bankers, lawyers etc.
– List of key staff and their contact details
– List of debtors and how to chase them
– List of suppliers
– Bank account details including key banking contacts
– Details of IT backup company (if appropriate)
– Company credit card
– Copies of computer software disks and license keys
– Back-up pay as you go phone(s).

This doesn’t have to be a physical box, though it can be (some elements such as backup CDs need to be kept off-site). The best option is to email the ‘soft’ contents of your box (i.e. computer files) to your home email address and also to other key members of staff.

2. Establish reciprocal relationships with your neighbours.
– Talk to companies, who you can agree to share office space, facilities etc. in a disaster. Ensuring you have access to a place you can operate in a calm and controlled way will get you through your disaster.

3. Determine what are the most important aspects to your business.
– Consider what would happen if you lost them. Then, determine simple and manageable contingency plans e.g. I must collect my cash. Always keep up-to-date copies of debtors list etc.

4. Make sure you know how to switch your telephone lines in a disaster.

An event as seemingly trivial as a gas leak in the street can mean your phones will ring off the hook – having telephone answering service support from an outsourced provider in place may worth considering.

5. Consider using laptops in your business and take them home at the end of each day.

This gives you inherent resilience with data off-site, but also and more importantly mobile communications.

6. Set up a call-cascading system so that you can communicate well in a disaster.

For example, you speak to three people and they each speak to three people etc. until the message is spread to everyone who needs to hear it.

7. Consider the day-to-day use of document management software.

Many software systems automatically store your emails and key documents off-site. This software is not as expensive as you might think.

8. Agree extended payments terms with your key suppliers in the event of a disaster.

Ensuring you are automatically granted extended payments terms will take the pressure off you, should the worst-case scenario ever occur.

9. Be ready to communicate in a disaster.

Particularly to employees, who will be worried about their jobs. Talk to them regularly. Their loyalty is everything in a disaster.

10. Keep your plan up-to-date!

Any plans or practices that you put in place will only be effective if they’re still accurate and everyone is aware of them.

As the UK’s leading telephone answering service, Moneypenny looks after calls for businesses of all shapes and sizes as well as offering virtual assistants support – from sole traders right up to multinational corporations. For larger companies, Moneypenny can either support an existing reception team or become their fully outsourced switchboard support service.

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Teleperformance Wins ‘BPO Employer of The year’ Award

Teleperformance, the world’s leading provider of outsourced customer experience management, is pleased to announce that it was awarded the “BPO Employer of the Year” during the Fifth Annual International ICT Awards – Philippines 2011. The award was accepted by David Rizzo, Teleperformance’s President of the Asia Pacific region at an event held recently in Metro Manila.

Oscar Sañez, CEO of the Business Processing Association of the Philippines (BPAP), stated, “Teleperformance is the company that best exemplified excellence to earn this award. The criteria we used to determine the winner is multi-dimensional and rigorous to say the least. I was particularly impressed with both the scope and depth of Teleperformance’s excellent Human Resources programs. They use comprehensive HR metrics to track and manage performance far beyond the norm we usually see. The degree of employee involvement integrated into Teleperformance HR programs and their overall operating environment is exceptional. All of these factors make a positive difference between just being good and being great. We congratulate Teleperformance on this outstanding achievement.”

“Being the BPO Employer of the Year is a special honor,” said David Rizzo, President of the Asia Pacific Region for Teleperformance. “It inspires all of us to stay completely focused on the wellbeing of our people, our clients and the communities where we live and work. We also recognize that because we are the global leader, we have a special obligation to help advance our industry as a whole by raising the performance bar. As one of the largest employers in the world, we thank the organizers for recognizing our passion, efforts and results.”

Daniel Julien, Chairman of the Board of Teleperformance, added, “We are both honored and humbled by this award which is mainly based on human factors. In fact, we work in an industry that does not always carry a favorable people management reputation. And so we see this international recognition as a validation of our efforts to set a new industry benchmark – both as employers and as socially responsible global citizens. We understand that our people are our greatest strength. There is a direct correlation between happy people who know they are valued and producing consistently excellent results for our clients. I again thank the organizers on behalf of the entire Teleperformance family – we know there is much more to be done and we remain fully committed to being a great place to work.”

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Personalized Communications Winner of the 2009 ATSI Award of Excellence

Personalized Communications (www.per-com.com) has been awarded the prestigious Silver Plus Award by the Association of TeleServices International, which is the largest trade association in the call center industry. Personalized Communications Inc. is the premier provider of call center and telephone answering services in the country.

Personalized Communications Winner of the 2009 ATSI Award of Excellence

The ATSI Award of Excellence was created as a way to reward companies in the teleservices industry for providing a high level of service to clients and callers, friendly receptionists, and apt consideration for the needs of companies and their clientele. Personalized Communications continues to garner the award year after year for their commitment to excellent service.

The company employs operators that handle each call with professionalism, care, and attention to detail. They ensure clients receive service that treats customers with respect so that the business relationship stays strong into the future and it becomes possible to cultivate repeat business. Making every caller feel special is what sets Personalized Communications apart from the competition and continues to help them win awards.

ATSI gives out its annual Award of Excellence based on evaluations made by independent judges contracted by the organization to conduct a thorough evaluation of Call center services across the United States. The analysis is carried out over a period of
six months and takes into consideration such attributes as courtesy, response time, accuracy, and overall service. The company that scores more than 80% or higher in all categories is given the Award of Excellence.

Founded in 1942, the Association of TeleServices International started off as a nationwide trade association for live answering services. Today the organization caters to teleservices companies of all types, including call centers, contact centers, inbound telemarketing such as data and order entry, paging, voice messaging, emergency dispatch, fax and Internet services, and other essential services.

Personalized Communications has scored higher than the competition six years in a row, earning the company the Award of Excellence and the well-deserved recognition that comes with the presentation of the highly coveted honor.

They have earned a reputation for superior customer service that takes each client’s unique requirements into consideration, as well as for the use of cutting edge technology and the employment of skilled professionals in the field that are highly trained to deal with a wide range of different professional circumstances.

For more information about acquiring call center services, call 1-800-317-4567 or visit www.Per-Com.com.

Personalized Communications has been a leader in the Inbound call center industry for almost thirty years. Serving a variety of clients and businesses throughout that time, the company provides a 24 hour a day Telephone answering service that is personalized and caters to the needs of every client, whether large or small. They use state-of-the-art technology to meet the many diverse challenges facing the world of call centers and communications. In addition, the company prides itself on a sense of professionalism that can’t be found with other inbound call centers and telephone answering services. Personalized Communications is committed to providing a stellar service that is way ahead of the competition in terms of reliability, service, and technology. Their live telephone answering service and help desk are unrivaled in the industry.

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Award Winning Call Center Services By Personalized Communications, Inc

Personalized Communications, Inc The Association of TeleServices International (ATSI) is a national trade association that was founded in 1942. They represent live answering services and honor those businesses with awards that provide outstanding telephone answering service.

percomimage.jpg (229×169)

The exclusive Awards of Excellence are determined by the quality and level of service for all aspects of the call. The caller must be considered first during the entire call and the caller must be believe that they are either the most important person to the operator or that the caller’s problem is the most significant issue for the operator on the other end of the line. Businesses that use call center services understand that the way the operator manages every call from start to finish is extremely significant in building customer relationships and in the determination for the successful attainment of repeat business. Regardless of the circumstances a caller should always be provided high quality service by attentive and undistracted operators.

In order to evaluate a Telephone answering service or inbound call service, ATSI contracts with independent judges in order to assess services throughout the United States over a six month period. The metrics employed include: courtesy, response time, accuracy and overall customer service. Call center services receiving a score of 80% or more in all categories is awarded the Award of Excellence.

Personal Communications, Inc was awarded the 2009 Silver Plus Award of Excellence for their consistently reliable and high quality service by ATSI. It is a significant milestone that helps to assure businesses that Personal Communications, Inc provides excellent call center services.

In part, much of Personal Communications, Inc success has come from their complete and through training program. Employees are not only expected to meet a high standard of customer service prior to customer contact, but they are also required to maintain the high standard throughout their employment. The training program is continual, which includes customer service skills training as well as technology-related training for optimal equipment use.

For more information regarding Personal Communications, Inc. visit their website at http://www.per-com.com.

Personal Communications, Inc is a premier 24 hour a day 7 day a week call center services business. With over thirty years in the industry, they act as an Inbound call center with a full range of flexible Call center services that can be personalized to particular business needs. They are committed to impeccable customer service.

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Over 8.1 Million Broadband Customers (47%) Do Not Know Their Download Limit And Could Be At Risk Of Exceeding Their Fair Usage Policy

The unlimited broadband debacle is still rumbling on, despite Sky setting a precedent for other providers by launching the first completely unlimited service last year. New research from uSwitch.com shows that over 6.7 million broadband users could still be exceeding limits set on ‘unlimited’ packages. Despite calls for greater clarity and transparency, just three major broadband providers currently advertise the real limits on
their services:

•Over 8.1 million broadband customers (47%) do not know their download limit and could be at risk of exceeding their ‘fair usage policy’ – this is up from 7.5 million last year
•70% of major broadband providers are still prepared to disconnect people that exceed limits – even when these are advertised as ‘unlimited’
•Just 30% of major broadband providers are transparent and advertise the true limits of their packages
•6.7 million (39%) broadband users believe the are on a completely ‘unlimited’ package – with just one provider offering a this, many of these consumers could be in for a shock

Despite widespread criticism of the policy of imposing limits on ‘unlimited’ broadband packages, consumers are still being caught out. New research from uSwitch.com, the independent price comparison and switching service, reveals that almost half (47%) of broadband users don’t know the limit on their service. More worryingly, over a third (39%) believe that their broadband package is unlimited and could be opening themselves up to disconnection if they unknowingly exceed the provider’s limit.

It is over two years since uSwitch.com started campaigning against broadband download limit transparency. During this time, Sky set a precedent for other broadband providers by launching the first completely unlimited service. Other providers have failed to follow suit and offer their customers ‘true’ unlimited downloads. The majority of broadband providers are still using the term unlimited and still baffling broadband users by setting limits on their packages. Just three of the major providers, Sky, TalkTalk and AOL, actually publicise official limits.

The unadvertised limits attached to broadband packages can be restricted by providers through ‘limiting’, which is simply limiting the level of downloads and ‘traffic shaping’. Traffic shaping restricts the speed at which you can download certain types of media and restricts the activity that can be performed. This only demonstrates further confusion to the millions of broadband customers in the UK.

The research also shows absolutely no change in the percentage of consumers who are misled, misinformed or just mystified. However, with greater take up of broadband, these percentages are translating into increasing numbers of consumers. 8.1 million broadband customers (47%) do not know their download limit – up from 7.5 million last year – and 6.8 million broadband users (39%) could be exceeding limits set on ‘unlimited’ packages – up from 6.2 million last year.

The Digital Britain report revealed that 2Mb/s broadband should be accessible to all by 2012 and it is predicted that the amount of broadband users are expected to soar. With video applications and services such as the BBC’s iPlayer, ITV and 4OD catch-up becoming more popular with consumers the unlimited issue is only set to continue. Nearly one in four (23%) people with internet access claim that someone in the household watches TV Online, up from 17% in 2008. A total 65% of UK households have a broadband package, an increase of 7% year from 2008. With the increase in the number of people using online services and the demand for downloads increasing there is a real need for greater transparency regarding download limits.

Unfortunately, broadband users are still completely unaware as to how much their activity adds up to in terms of their overall usage. Even activities such as uploading files can contribute to their ‘acceptable usage’ and could cause users to breach the threshold set by their supplier. This means that broadband customers are in danger of having their services limited, suspended or even terminated by their provider.

The issue is compounded by the Advertising Standards Authority (ASA). It currently allows providers to describe services as ‘unlimited’ even if there is a fair usage cap, as long as it is detailed in the small print. If consumers are not vigilant enough they could get a nasty surprise if they inadvertently break the rules and max out their so-called ‘unlimited’ service.

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Global Electronic Technology, Inc. & eProcessing Network, LLC. To Provide Payments Through Mobile Phones And Laptops To Merchants

Global Electronic Technology, Inc. (GET), a leader in payment processing solutions, today announced a strategic alliance with eProcessing Network, LLC. (ePN) a cutting edge payment gateway and software development company. This alliance will offer GET merchants a suite of wireless payment solutions on mobile phones/PDAs, laptops, and the ever-so-popular ePNPlugIn for QuickBooks™ to accept payments within QuickBooks™.

wireless payment solutions on mobile phones/PDAs

“Our continuous focus on innovations for emerging markets often enables GET to partner with companies such as eProcessing Network to access ways to integrate our transaction processing with new systems,” said Steven H. Bryson, Chief Executive Officer of Global Electronic Technology, Inc. (GET). “GET offers a broad range of synergistic merchant products and management solutions for online merchants such as BillPay, Recurring Bill, SMS Bill, and our new turn-key internet store front GETshop.

“We are thrilled to be partnering with a top-notch company, like Global Electronic Technology, Inc. (GET),” says Steve Sotis, President of eProcessing Network.  “Combining ePN’s secure and reliable PCI-compliant payment gateway solutions, which includes PABP-compliant ePNMobile, ePNJPOS, and ePNPlugIn for QuickBooks, with GET’s end-to-end processing for their sales channels opens up a wide variety of merchant opportunities.”

About eProcessing Network, LLC. (ePN)

eProcessing Network, LLC is a software development company specializing in secure, real-time transaction processing services and support. The eProcessing Network Payment Gateway processes merchant transactions using each merchant’s credit card, ACH/check and/or shipping account.  Headquartered in Houston, Texas, eProcessing Network is certified to process a comprehensive suite of electronic payment transactions through many processing platforms, including First Data, Global Payments, Paymentech, TSYS, Elavon and CrossCheck. Its integrated solutions are also certified through MagTek, AT&T, FedEx and the U.S. Postal System. eProcessing Network is a registered Visa USA Third Party Service Provider and is compliant with the PCI Data Security Standard.

About Global Electronic Technology, Inc. (GET)

Global Electronic Technology, Inc. (GET) is a leading technology provider of end-to-end payment processing solutions, including virtual terminal, payment gateway, GETShop, on-line ACH, and loyalty and gift card programs. Founded in 2000 by Steven H. Bryson and currently privately owned, GET has grown to epitomize the word “global”, by offering state-of–the-art payment processing product and services to diversified industries, extending from retail to internet-based transactions in the worldwide payment industry.

For more information, please contact Mia Hyun V.P. Marketing at Global Electronic Technology, Inc. +1(888) 775-1500 or visit us at www.gettrx.com.

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The Implementation Of A Multimedia Contact Centre Solution From NEC Philips Unified Solutions Helped Virgin Games Deliver 5 Minute Customer Response Time

Virgin Games, Virgin’s on-line gaming and casino offering announces an average email response time of less than five minutes to customers, following the implementation of a multimedia contact centre solution f r o m NEC Philips Unified Solutions.

The company went live with the new solution, which utilises the latest IP and contact centre technology f r o m NEC Philips, in November 2008 with the launch of its in-house Customer Support Team, beginning the process of replacing its previously outsourced customer support functions to ensure full ownership of and a better more streamlined customer experience.

With the new, dynamic all-in-one solution f r o m NEC Philips, which combines call, chat and email customer contact facilities to enable communication through a variety of preferred channels and improved customer experience, Virgin Games has seen a 200-300% improvement in service delivery.

In addition to a dramatic improvement in response times, Virgin Games has announced a drop in average abandonment rates to below 1%.

Operations Director Christina Thakor-Rankin explains, “Most companies consider 2-5% abandonment acceptable, however Virgin Games has proved that with a dynamic and cost-effective solution like the one offered by NEC Philips, a better level of customer experience has been made possible. Of course, at launch our volumes went through the roof and whilst we aim for First Contact Resolution wherever possible, the fact that some customer interactions require some investigation means that unfortunately it is not always possible to give an instant response. However, aside f r o m this and exceptional events, we treat all customer contacts irrespective of channel as ‘on demand’ and aim to respond accordingly, with an average combined response time of under five minutes. The challenge now is to maintain this level and ensure that our customer service delivery continues to improve in spite of a rise in traffic through the site – we remain quietly optimistic that we can sustain this esteemed level of service. “

The Virgin Games combined multi-media contact centre is a first within the Virgin Group, breaking away f r o m traditional telephony based applications and embracing new and evolving customer contact applications. Thakor-Rankin says, “We regularly compare ourselves against the industry standard and we’re really pleased to be able to say that our response rates are some of the very best out there, especially in the case of e-mails where we operate to a standard service level of minutes rather than hours.”

Commenting on the selection of NEC Philips, Thakor-Rankin says, “We must have looked at the best part of a dozen systems before we came across the NEC Philips solution. We were instantly impressed by the proposition, and NEC Philips has continued to demonstrate a thorough understanding of our business needs and a quality and dynamic solution that has revolutionised the way that we operate and pushed Virgin Games up the leader board.”

Thakor-Rankin continues, “Critical to the instant success of the new solution is that it is an all-in-one application. In the last five and a half months we have received 25,000 hits across all media, be it call, chat or email. Nevertheless, the system we are now running is so dynamic that our 24/7 contact centre, offering support for three distinctive products (poker, casino and bingo) including all query types and escalations, is staffed by 11 people against a perception that the minimum required is around 14. This is another metric by which we can demonstrate that we are running a more cost-effective service than our competitors, which in turn will enable us to offer a better service to our customers.”

The customer experience is critical both to an online business model such as Virgin Games and the Virgin brand, and relies on a cohesive and intelligent customer management processes. The intelligent solution f r o m NEC Philips is a critical element of the customer relationship management strategy at Virgin Games, and the company continues to work closely with NEC Philips to maximise the potential of the new system and to identify any further areas for improvement.

Thakor-Rankin concludes, “We are using the application f r o m NEC Philips to measure first time resolution as well as other key performance indicators, to better understand the customer experience and to continue to deliver improvements across all communication channels. We are delighted with the system and the service f r o m NEC Philips and we look forward to continuing our relationship with them.”

Virgin Games launched in June 2004 and has quickly established itself as one of the leading gaming websites in the UK. Virgin Games comprises four distinct offerings:

– Virgin Casino, part of the Wagerworks network, brings consumers classic casino offerings like blackjack and roulette, as well as great feature slots like Monopoly, Cluedo, Dungeons and Dragons Fortress of Fortunes(TM) and the highly popular MegaJackpots progressive games, with a seeding value of Pounds Sterling 1,500,000

– Virgin Poker, part of the Boss Media network, offers a huge array of games and content for beginners through to experienced pros Texas Hold emSeven card Stud Poker and more – as well as the most generous loyalty scheme in the industry

– Virgin Bingo, part of the Virtue Fusion network, offers cash prizes worth thousands of pounds in the progressive jackpots, as well as Virgin prize bingo and a range of unique Virgin Games bingo games.

Via EPR Network
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Telecom Expense Management Industry Association (TEMIA) Reports 20% Growth and It Begins International Expansion

The Telecom Expense Management Industry Association (TEMIA) (http://www.temia.org), the authoritative voice for the Telecom Expense Management (TEM) industry, today announced that five new companies have joined the association. More new member signings are expected with recent program expansion and a reduction of membership fees that demonstrates the financial strength of TEMIA.

In today’s cost conscious environment, enterprises are actively seeking help from TEM providers. “A TEM provider’s membership in TEMIA should be a strong consideration for any organization evaluating TEM solutions. TEMIA membership indicates thought leadership, an investment in the future of effective TEM solutions, and a long term commitment to the TEM market,” said Al Subbloie president and CEO of Tangoe (http://www.tangoe.com) one of the original founders of TEMIA.

The TEM market is growing as more organizations learn about the opportunity to improve supply chain management for telecom expenses and reduce expenses through optimizing inefficient processes. “TEMIA is ideally positioned to drive adoption of key performance benchmarks and metrics across the industry. We are eager to contribute to that effort in a meaningful way,” said David C. Snow, Vice President, Customer and Field Operations for Cerylion (http://www.cerylion.com).

While many of TEMIA members are competitors, they recognize the value that an association can bring. TEMIA is well positioned to help enterprises and TEM providers by developing industry standards for electronic bonding, electronic billing, and augmenting overall service quality. “TEMIA is the foremost organization leading the efforts of creating awareness for Telecom Expense Management at enterprises. It provides a platform to discuss telecom billing issues and standards. It also provides a framework for members to improve the overall TEM industry,” said Pankaj Gupta (PJ) President and CEO of Amtel. (http://www.amtelnet.com).

TEMIA occupies a niche that does not compete with other analysts or firms that offer educational programs. “We believe that our joining TEMIA is essential to our business future for two reasons: to cooperate with and learn from respected competitors and to work more closely to insure that the TEM industry develops real industry metrics to better service all clients,” said Joseph B. Chopek, President, Avalon Global Solutions Inc. (http://www.avalonglobalsolutions.com)

“The number of providers that offer some form of a TEM or TLM solution keeps growing; end-users need industry standards to assess and evaluate the viability of these solutions. I am encouraged by TEMIA’s accomplishments over the past twelve months towards its mission of developing and promoting industry standards. TEMIA is now well positioned to guide this growing industry for years to come,” said Troy McCracken CEO of Spectrum, Inc. (http://www.3spectrum.com)

The association is also expanding overseas with the recent addition a member with headquarters in France and new signings expected from other firms based in Europe, Latin America, Canada, India, and Asia. “We joined to learn from other companies, share our practices, and help promote TEM standards in Europe,” stated Shahram Sharif, Vice President of Global Strategy and Business Development, for Anatole (http://www.anatole.fr).

“TEMIA is shaping the future of the industry, and we are pleased these organizations have decided to join us in that effort,” said David C. Perdue, TEMIA membership chairman and CEO of Asentinel (http://www.asentinel.com).. “As the authoritative voice for the TEM industry, TEMIA offers companies significant resources and advocacy, while educating potential customers about the value of TEM.”

 

TEMIA, the Telecom Expense Management Industry Association, was founded in late 2006 by the country’s largest Telecom Expense Management (TEM) service providers that cumulatively manage $31 billion of telecom and data spend. TEMIA’s mission is to raise awareness and knowledge of the benefits of TEM solutions, to improve the quality and value of TEM solutions through the development and promotion of industry standards, and to cultivate shared industry knowledge among TEM providers, business partners, telecom service providers, and enterprise clients. For more information about TEMIA, please visit, http://www.temia.org/ or contact info@temia.org.

Via EPR Network
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Digital Stalking Turns Off UK Business – Reports BT Business

BT Business released the results of new research that show that companies are in danger of driving away business and wasting time on unproductive communications because they are failing to understand customers’ different digital personality types when they are dealing through email or other communications channels.

Nearly a third (30%) of the workers surveyed* feel harassed by the sheer number of messages people send them while many also admit that they themselves are never sure of the best way to contact people, implying that companies are missing out on the opportunity to unify their communications technology, and on the personal and business benefits that can bring.

At the same time, workers appear to be increasingly managing working relationships through social and business networks. One in 10 people surveyed have customers and clients as friends on personal social networking sites such as Facebook. This trend is particularly true for younger people, with almost one in six (15 per cent) of the 18 to 24s surveyed saying they use or would use these tools to manage customer relationships, compared to just two per cent of 45s or over. Similarly, six times as many 18 to 24 year olds use or would use microblogs such as Twitter to manage customer relationships compared to 45s or over.

These are some of the key findings of the BT Business research which sought to understand how people are using modern communications tools to build business relationships. The research involved input from one of the UK’s leading psychologists Gladeana McMahon.

Gladeana explained: “It’s important that people recognise the difference between communicating virtually and face-to-face. We often read others’ body language to gauge what they are really saying, adapting our response to get a better result. In the virtual world we don’t have the same clues to help us modify our behaviour so we must try to identify ‘digital personality types’ in other ways to ensure business success. Similar to people thinking before they speak, people need to think before they click to avoid inappropriate communications.”

“It’s great to see businesses taking up new technology to build profitable relationships but many are missing out on the opportunity to get rid of the clutter and unify their communications,” said Bill Murphy, managing director at BT Business.

Unified communications can empower employees to intelligently tune their communications to the preferences and behaviour patterns of different personalities by creating a sense of presence in a virtual world. With three quarters of the UK’s small businesses now operating some form of flexible working, to maximise the benefits it’s important for businesses to look at how they can help staff to be more productive, while at the same time saving money by eliminating wasteful messaging.”

*All figures are from YouGov Plc. Total sample size was 3473 workers in organisations with less than 500 employees and employed for at least 3 months. Fieldwork was undertaken between 2nd and 8th December 2008. The survey was carried out online. The figures have not been weighted.

About BT
BT is one of the world’s leading providers of communications solutions and services operating in 170 countries. BT consists principally of four lines of business: BT Global Services, Openreach, BT Retail and BT Wholesale.

BT Business understands the challenges that small and medium sized businesses face in the current climate, and supports cost control, improved productivity and winning business through core product collections including business broadband, internet domains, web hosting, data and voice networks, IT solutions and mobile services.

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Windsor Telecom Plc, UK provider of 0845 phone numbers and inbound call solutions, has published a free guide to relocation for UK businesses of all sizes

Windsor Telecom Plc, the UK’s 2nd largest provider of 0845 numbers phone numbers and inbound call solutions has published a free guide to relocation aimed at UK businesses of all sizes.

The two handy guides, for the corporate and SME markets, provide valuable information on how to make the right move, an essential ten step plan to successful moving, and a comprehensive directory of useful contacts.

The new relocation guide provides a valuable insight into the challenge of relocating a business today. It addresses key questions such as; ‘Do I really have to relocate?’ and ‘Who needs to know I have moved?’ Therefore providing businesses with the knowledge they crave prior to planning the often make or break move.

Practical money saving tips appear on every page, such as the option to set up non-geographic 0845 numbers prior to relocation, which has for many Windsor Telecom customers’, saved a fortune, as it reduces the need for future updating and reprinting of corporate stationary and literature. The ability to redirect all incoming calls the minute immediately a move is made ensures the business continues through the disruption, and makes sure both existing and potential future clients can still get through; ensuring new business is not lost. Furthermore 0845 numbers are numbers for life, so once the simple switch has been made it is one less thing to have to worry about if a company ever has to move again.

The Windsor Telecom relocation guides are free to download from their website www.windsor-telecom.co.uk

Having moved offices recently themselves, Windsor Telecom knows only too well the homework that needs to be done and the stress of upheaval. And as anyone who has moved home will know, it is one of the most stressful life experiences anyone can go through.

Chief Executive of Windsor Telecom, Neil Sherring says: “We’ve drawn on our first hand experience and lessons learnt to make this business guide to relocation as practical and useful as possible. We hope it will take away some of the research that companies will need to do when moving offices.”

Windsor Telecom is the UK’s leading provider of memorable phone numbers and inbound call solutions Windsor Telecoms provide bespoke call plans and services which give customers incredible flexibility and control over their inbound calls, without any technical knowledge. Solutions will enhance productivity and sharpen competitiveness.

Via EPR Network
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Welcome to EPR Telecom News

EPR Telecom News is a new blog, part of EPR Network, that is going to be focused on and will be covering the telecom news and stories from press releases published on EPR Network.

EPR Network (EPR stands for express press release) is one of the nation’s largest press release distribution networks on Web. The EPR’s nationwide network includes 12 State based PR sites, one major PR forum and a number of industry specific PR blogs and what started as a hobby on Internet years ago turned out to be a rapidly growing business today. EPR Network is also known as one of the most trusted (human optimized, published, edited and monitored, spam/scam/low quality PR content free) PR sites on the web with more than 10,000 company and individual press releases distributed per month. EPR Network is putting your press releases on top of all major search engines’ results and is reaching thousands of individuals, companies, PR specialists, media professionals, bloggers and journalists every day.

EPR Network has thousands of clients around the world including global 500 corporations like Hilton Hotels, Barclays Bank, AXA Insurance, Tesco UK, eBay/Skype, Emirates, just to name a few. The network’s PR web sites are currently reaching from 150,000 to sometimes 500,000 unique visitors per month while our viral reach could possibly go to as much as 1M people per month through our presence across various social media sites. EPR Network was established in 2004 and as of May 2008 it had more than 800,000 press releases (pages) published on its network.

If you have a press release to be distributed, you can do it over here: press release distribution