A new Hosted Contact Center (HCC) Solution was launched by Globe. This will assists the enterprises to communicate more effectively with their customers and meet their demands for high service levels. The end-to-end solution of HCC will offers the full features of contact center applications, with high capacity platform and highly secure infrastructure with no capital spending required. This pre-incorporated, multi-channel contact center platform is compatible with any type of media like phone, email, web chat or voice mail. The platform can route the data in any location in the world. According to Gil B. Genio, Head of Globe Business, enterprises in the Philippines are actively looking for ways to communicate with their customers better to gain competitive edge. Upgrading their facility will help them handle customer inquiries effectively.

By launching the Hosted Contact Center Solution, Globe allows a business to focus on serving its customers and generating revenues and leave the call centre integration and management to us, said Jesus C. Romero, Head of Enterprise Segments at Globe Business.

Most of the contact centers today are upgrading their infrastructure by having PBX equipment, application servers, E1 leased lines and IP connectivity, desktops, headsets, IP phones, Local Area Network (LAN) and other support services. They also provide housing assistance for their agents and equipment storage. Globe HCC Solution offers the enterprises to have low investment, low subscription pricing, minimal IT resource requirements and robust features. Their goal is to give customer satisfaction with competitive advantage.  Without building or integrating extensive systems, an enterprise can access the technological advancement. This will help the company to avoid technical problems. Technical persons are no longer needed to implement and maintain the system; all they need is to train their call center agent to adapt with the new system

The following are the Globe HCC Solution features:

• complete administrative control of the contact center
• multi-channel customer interaction
• web-based interface
• browser-based multimedia interaction
• multi-channel automatic call distribution
• interactive voice response call routing
• voice calls
• Email
• voice mail
• voice callback
• web chat
• web callback
• predictive dialing
• preview dialing
• unified messaging
• quality voice monitoring and recording
• agent interaction
• supervisor interaction
• integrated reporting.  

 
Thru the partnership of Globe Business and Oracle, Globe HCC Solution was introduced to enterprises. The Oracle Hosted Contact Center Anywhere application will be utilized because it is supported by Mannasoft, Oracle's business partner. [via abs-cbnnews.com]