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Scalable platforms are rather important for contact centers to better deliver on performance regardless of call volume or amount of agents. The reason being is that, in the contact center space, when the need to expand arises and arises rather quickly, the ability to scale with expansion is what dictates a contact center's efficacy.
As an organizations starts to grow outsourcing becomes an important part of the overall operations. Hiring an outside company to perform vital functions for your organization by an expert allows you to focus on the core of your business. BPO is a process of hiring another company to manage different components of the business activities for your organization. Accenture is a company with extensive experience in outsourcing, technology services and management consulting in a global capacity.
Evolve IP, a cloud services provider, recently announced that its IP's high-performance cloud services have provided rich benefits to Prudent Publishing Company's client roster. Prudent is using the Evolved Call Center, an enterprise-class virtual contact center solution that seamlessly integrates into the Evolved Office Hosted PBX service or via callback to legacy PBXs.
Using the newly unveiled jhaCall Center from Jack Henry & Associates (JHA), one can systematically capture and authenticate customer information. jhaCall Center is stated to be an intuitive, user-friendly technology platform that provides extensive case management capabilities.
Retalix(R) Ltd., a provider of software and services for high-volume, high-complexity retailers, recently completed the acquisition of Cornell Mayo Associates (Cornell Mayo), a U.S.-based source of store systems serving top tier department stores and large specialty retailers. As a result of the acquisition, Cornell Mayo will become Retalix's business unit and center of excellence for the department store retail segment.
Over a year ago in 2011 TransUnion, a provider of credit bureau and financial information services in South Africa, embarked on project to outsource its contact center operation. As a result, it transitioned its contact center associates to its outsourcing partner's employment and took them from four disparate centers to one quality location supported by innovative technology. The company's goal was to achieve efficiencies without losing the inherent knowledge in its contact center associates.
The Williamsburg (Virginia) Hotel Motel Association has reportedly ceased operations of its customer call center. Operations were halted in mid-August due to a lack of funds. The call center, which had been operating since 1976, provided visitors to the area with assistance on tourist issues. In 2009, the Williamsburg Area Destination Marketing Committee, a local regional destination marketing organization, ceased using the WHMA as its booking agency, which cut into the organization's funds. | 
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