TMCnet Outbound Call Center Week in Review

- Alert) has succeeded in the evolution of customer service technology with new and improved products for its Customer Experience Interaction Management portfolio. Business Advocate manages all voice, e-mail and Web-based interactions through a single universal queue, routing customers in real time. It considers pre-established business objectives, customer needs and business value. It also considers the skills and availability of the current agent pool. Making rapid decisions about which agent should be matched to which customer, a business advocate actively monitors all of this information.

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BuyerZone released a report called, State of B2B Lead Generation, which details the trends and takeaways that were analyzed from a survey given to B2B lead buyers about technology, sales alignment, lead sources, marketing and more. BuyerZone is an online marketplace for business-to-business (B2B) purchases. The Massachusetts-based company is a lead generation website that connects buyers that are looking for specific products or services to vendors that can help meet their needs.

Read the full article here.

iBoostBiz, a pre-loaded online marketing and prospecting system for multilevel marketing (MLM), network marketing and direct sales companies, recently released iCallBlazer, a time-saving dialing add-on feature that allows members to reach more contacts per hour than normal phone dialing. Instead of manually dialing individual contacts, waiting for an answering machine to pick up and then leave a message, iCallBlazer handles it seamlessly in less time. iCallBlazer is activated by selecting a list of contacts to call. It still calls each contact individually, but the call action can be predetermined when the dialing session begins.

Read the full article here.

Companies that use predictive dialers can be held liable for inadvertently contacting someone on a Do Not Call (DNC) list. An Illinois court ruled recently that debt collectors that call a number assigned to a debtor that has been reassigned to another party can be in violation of the Telephone Consumer Protection Act. The act, according to a Court House News report, has not been very popular with companies using predictive dialer technology because they say the penalties are too harsh and allow for multiple class action lawsuits and unreasonable awards to the victims.

Read the full article here.

That's all for this week. See you next time!


Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

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