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Eric Klein - ContactCenterWorld.com Blog

How are you handling agents working from home?

I had an interesting chat with an Indian Call Center software company today. They were having problems because their customers were all on lockdown with employees working from home (WFH). But they were unable to use VoIP to connect those employees to the call center because of security issues?

A second one was having to pay out a huge licensing fee to enable them to connect their employees from home.

I am curious if others are having this kind of problem with enabling their WFH staff. 

  • How are you connecting them?
  • How are you ensuring security?
  • Are you having problems with needing new licenses for your software or phone system?
  • Do you have or need a soltuion that would enable you to have your staff securly work from home?

I am trying to understand the scope of the problem that the community is having.

Publish Date: April 6, 2020 7:43 PM


We will be presenting at Open Source World in Ft. Lauderdale

Speaking at Open Source World

This is part of IT Expo, where we will be giving 2 presentaitons 

  • Democratizing Communication Services and Infrastructure
  • Stop Giving Your Customers Away

 

let me know if you are going to be in the Ft. Lauderale area around the days of the show to meet.

Publish Date: January 8, 2020 3:45 PM


Cloudonix new web widget for direct calls from a website to call center

Cloudonix has release an update to the website that demonstrates our new Web Widget. By siging up for one of our plans, you can insert the direct all widget into your existing website with only a few lines of code (provided). And get direct sales or support calls straight into your existing workflow. 

These calls offer more options without the per minute charges of a regular PSTN or 800 number, and can be used to track marketing and advertising directly into your CRM.

Easily Embeddable Embed a "Call Widget" to your website in as little as 5 minutes and get calls from your website or landing page. No more loss of analytics. No more costly click-2-call.

 

Publish Date: August 19, 2019 10:04 AM


Leading Company Selects Cloudonix.io to Connect Users to Their Contact Center

Huge retail services company incorporates Cloudonix

After conducting thorough market research on communication platform as a service (CPaaS), a leading USA-based retail services corporation concluded that they needed an option that is both technically and financially viable - they chose Cloudonix, utilizing the Cloudonix.io CPaaS and SDK.

They were seeking a solution to connect millions of mobile devices back to their call center. Realizing most CPaaS solutions are minutes and endpoint oriented, leading to rapid inflation of expenses as new users or devices are added - the obvious conclusion was that a different solution approach is required.

When approached, Cloudonix analyzed the requirements and had a viable business model, enabling both a complete technical solution and a financial model that made sense. The model that was chosen is based on concurrent call capacity and not on the number of devices connected, allowing the retailer to grow to tens of millions of devices without incurring devices- or minute- related charges.

Now they are using the combined Cloudonix mobile SDK and Cloud services to provide contextual information to their contact center staff, reducing time on the call and preventing user fraud.

Publish Date: January 15, 2018 11:18 AM


Humbug Named to 2012 Top Ranking Performers in the Contact Center World Best Practices Shortlist

Humbug Telecom Labs provider of carrier-class fraud prevention, detection and telecom analytics for any size business; today announced it named on the Global Association for Contact Center Best Practices & Networking’s 2012 shortlist for the Top Ranking Performers in the Contact Center Industry Europe, Middle East & Africa in the Best Technology Innovation - Vendor Solution category.

Winners, of the 2012 Top Ranking Performers in the Contact Center World Best Practices, will be announced at the 7th Annual Top Ranking Performers Conference – Best in EMEA being held on June 25 - 29 2012 at the Grange City Hotel, London, England during the at the industry awards dinner on the evening  of the 29th.

“Managing telecom fraud is an increasingly important priority for Call Center managers. Telecom fraud attacks may cost a Call Center tens, or even hundreds of thousands of dollars in as little as two days,” said Eric Klein, Vice President of Sale and Marketing at Humbug Telecom Labs. He continues, “This is why Humbug telecom is proud to have been named to the shortlist for the Best Technology Innovation - Vendor Solution. The biggest external threat to companies is lack of discussion about fraud attacks. Fraudsters share information about how to perform the attacks, and until now there was no way for companies to break-free of the cycle of fraud.”

To learn more about how to protect your call center with affordable fraud alerting tools and a database of over 70,000 industry confirmed blacklisted numbers Humbug Telecom Labs has published a white paper about the Benefits of Telecom Analytics and Fraud Detection for Call Centers. You can download the white paper at http://www.humbuglabs.org/index.php/telecom/callcenters

About Humbug Telecom Labs

Humbug Telecom Labs makes it affordable for any sized business to have carrier-class fraud prevention and detection, while providing powerful business intelligence which puts users in command of their telecom activity.  Humbug also offers free Visual Analytics to view telecom traffic in a real time, concise, readable Google Analytics-type format. No PBX report comes close. Customizable real time alerts can be configured by the user to track telecom traffic behavior and keep track of spending. Humbug is ideal for call centers, ITSPs (Internet Telephony Service Providers), organizations that sell by phone, businesses with significant telecom expenditures and any responsible organization cognizant of the global fraud epidemic. Humbug easily integrates with a host of popular open source and proprietary PBX systems. . www.humbuglabs.org

Publish Date: March 5, 2012 8:57 AM

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