Mini call centre solution released

According to CRM Today, Infinity CCS has launched a 'contact centre in a box': 15-seat contact centre software which includes inbound and outbound call/contact management, desktop scripting, automated dialling and blended CTI, agent reporting and time sheeting, call recording and quality monitoring.

The highly modular solution takes the complexity out of contact centre software.

It delivers simple to use screens integrated to any number of databases and information sources to help contact centre agents become more effective and to help the people running them to act on appropriate, up to date information.

A new type of call centre is allowing small and medium businesses to get some of the benefits of call centres that previously only large companies enjoyed, states SmartCompany.

Setting up a call centre can be expensive; buildings, technology and people are required but smaller companies are utilising "hosted contact centres" where businesses share the service via the internet and pay for it on a subscription basis.

This "pay as you go" approach means that businesses can have a call centre for a relatively small number of users. It's also a very flexible business model, enabling businesses to cope with sudden changes in demand easily, and at a relatively low cost.

Only one third of contact centres in Singapore are measured as profit centres and this is causing the country to fall behind the rest of Asia, says SDA Asia.

The call and contact centre research company released its 2008 Asian Contact Centre Industry Benchmarking Report today which reports results from contact centre industries in Singapore, China, India, The Philippines, Malaysia and Thailand.

The research, involved interviewing 539 contact centres executives representing 2 488 contact centres and 259 699 contact centre seats across Asia.