Impact on Outsourcing customer Support Services

Posted on April 5, 2011 by admin


Outsourcing is one of the big ITES sector. It is developing day by day. Call center services are mainly based on voice processes which need to be overlooked to improve the efficiency. Personalized experience and Enhanced sales is achieved by online support , in today’s world users need to talk to a person by which means is least bothered as far as their requirements are met. So instead of only supplying computerized FAQs or written documents, the customers want to be able to communicate directly with a human being. The human touch in the job reduces the doubts in the minds of customer about the authenticity of a website or the products you are selling on them.

As you know, every missed call is a missed opportunity. Whether you need to answer thousand calls in a day, you will find call centers takes the load off you and becomes a professional and cost-effective extension of your business. Immediate assistance is possible with instant online support one agent can handle Multiple chats and thus assist several online visitors simultaneously, which reduces customer hold times. It also aims at reducing the overall cost and increasing overall customer satisfaction of your business.

Uninterrupted Service, Guaranteed Availability We provide uninterrupted 24×7 real time live chat customer service, right off your website. Hence adds another important quality dimension on your website ensuring that not even a single visitor is returned unattended at any hour. It eliminates the need to develop an in-house customer support system and saves the capital investment and time delays associated with hiring expensive staff to answer your customer’s questions, costly telecom equipments, toll free numbers, office space and ongoing training etc. to meet the changing the demands of your clients.

Long term benefits is possible as live chat softwarewill satisfy or delight the customer and show loyalty resulting in behaviors such as word-of-mouth promotion, willingness to pay a price premium and repurchasing from your website. The quality is under our control as it can’t be in voice chats, the transcripts of all chats can be sent for review and answered correctly. The accessibility is global in live chat whereas in voice based it will have geographical boundaries. In an environment there are privacy issues while using voice based but in live chat that issue is not in picture hence it is safe and secure information is transferred.

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Windows Phone 7 update brings copy paste

Posted on March 24, 2011 by admin


Microsoft has released the first major update for its Windows Phone 7 platform. The update called NoDo brings the much needed and anticipated copy-paste feature to the platform. Other improvements via the update include better app performance, reduced load times, improved marketplace functionality, outlook interface, Facebook sync and stability when switching between video and still camera mode.

You will automatically receive a notification on your device informing you that the update is available for download. It should happen within the next week.

The next Windows Phone 7 update is expected by the end of the year. It is called the Mango update and is expected to bring true multitasking and other features to the device.

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Dell to hire a few thousand in India

Posted on March 23, 2011 by admin


Michael Dell, founder and CEO of world’s second largest PC maker Dell Inc, today sounded buoyed by the “fantastic opportunity” India presents and said the revenues from the country would soon touch $2 billion.

“India today offers a fantastic opportunity to use technology for a wide range of applications. We see a tremendous opportunity for growth of the PC segment in this country,” the Dell chief said at a FICCI event in New Delhi.

With penetration level of about 20-30 computers per 1,000 people, the growth opportunity is tremendous in India, he added.

Dell said his company is approaching $2 billion in annual revenue in India. “$2 billion is the milestone that our India team is now working on,” the Dell chief said without disclosing the timeframe for the target.

The company, which has 23,000 employees in India, also plans to add “a few thousand” people.

Dell’s business activities in the country include research and development and manufacturing in Sriperumbudur.

Dell notched up $61.49 billion in global revenues for the year ended December, 2010.

Revenues from India, which is an important market for Dell, grew by 37 per cent.

While its consumer business in India grew by 41 per cent, Dell’s small and medium businesses unit and public sector vertical grew by 52 per cent and 41 per cent, respectively.

Dell does not disclose country-specific numbers. In India, the company has focus on three areas — hardware business, education and healthcare, and management and services offerings in the country, he said.

Dell said the company is focussing on understanding the needs of customer Service Software in India and is concentrating on verticals like retail, finance, banking, healthcare and education.

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India No. 1 for outsourcing, China catching up

Posted on March 21, 2011 by admin


India is still the world’s favourite destination for offshore outsourcing, but attractive cost structures in the Philippines, Vietnam and Indonesia and the rapid growth of the business in China are posing tough competition, according to a new study by Gartner Inc.

In the study, the IT research and advisory firm identified the Top 30 countries around the world for globally sourced activities in 2010-11, rating them on the basis of 10 criteria.

Many organisations that choose to move IT services to lower-cost countries are daunted by the task of determining which country, or countries, would best suit their requirement. Gartner conducted an analysis of these countries to assess their capabilities and potential as offshore services locations, it said.

India retained its position as the most successful country among global offshore locations, as per the Gartner study. It scored well across all 10 criteria. While its cost-competitiveness is being challenged due to the rising rupee, this is compensated by its strength in other areas, as per Gartner’s study.

“Clients continue to seek a portfolio of offshore countries and with India again experiencing increasing labour costs and attrition, this is creating opportunities for other offshore locations to target the services needs of more-mature Asian clients,” said Gartner Research Vice-President Ian Marriott.

China improved its scores for “political and economic environment” from “good” to “very good”, and “culture compatibility” from “fair” to “good”.

Contributing to the increased rating for China is its rising global political and economic leverage, especially in the wake of the recent global economic crisis.

China experienced a steady positive growth rate, spurred by a USD 583.9 billion stimulus package, in 2009. The Shanghai 2010 World Expo has helped increase cultural awareness within China, which has helped the growth of the business in the country, according to the study.

Gartner’s scores for the Philippines remain largely unchanged, although its rating for “global and legal maturity” fell from “good” to “fair”.

Gartner continues to see foreign companies being attracted to the Philippine’s young, experienced labour pool specialising in contact centres and finance and accounting (F&A) business process outsourcing (BPO), complemented by its good language and cultural compatibility with western economies.

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IE 9 downloaded 2.3 million times

Posted on March 18, 2011 by admin


How many of you are running Windows 7? If yes, the how many of you are currently reading this on Internet Explorer 9?

Microsoft claims that there latest web browsing software has already been downloaded 2.3 million times. Clearly Redmond does not believe in modesty and who can blame them after the amount of bad publicity this particular software has brought upon them. In the 2000′s Internet Explorer’s market share fell drastically as users stated adopting Mozilla Firefox, as Internet Explorer was plagued with security issues.

2.3 million downloads is not bad for a software that does not run on Mac OSX, Linux and even the most popular operating system in world, Windows XP.
While this may not be a world record as Mozilla Firefox was downloaded 8 million times (in a day) in 2008, the figure sure is impressive.

Ever since its beta releases Internet Explorer 9 has been gathering a lot of critical acclaim with its support for technologies such as HTML5. Even its stripped down interface has been widely appreciated. Finally Microsoft has realized that taking a leaf out of Google’s approach is not a bad thing.

Microsoft claims Internet Explorer 9 to provide the best experience on Windows as they know the operating system in and out and at the same time third party developers do-not solely focus on Windows as they develop software for other operating systems to.

The interface is so clean that it is currently providing the largest screen real estate for consumption of the web. Already it has been touted as the best version of Internet Explorer and many believe it to be the best web browser available in the market. With a new version of Mozilla Firefox coming on the 22nd of this month and Chrome 11 in pipeline it will be interesting to see how the browser wars pan out. In the meantime Microsoft can bask in the glory of 2.3 million downloads.

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What is Click-to-Chat?

Posted on March 15, 2011 by admin


What is Click-to-Chat?
Click-to-Chat is a live chat program that allows you to communicate with a mioot sales and technical expert. It provides you with details on mioot live chat products, Customer Service Software solutions, Live chat integration and other technical help. Click-to-Chat is operational 24X7 and customer can reach mioot development team any time from anyware.

How is it useful?
Since Click-to-Chat operates in a real-time environment, it gives you immediate answers to your queries: literally at the click of a button. This allows our experts to guide you through any concerns and queries online. The live interaction platform provides enhanced user experience that offers instant and detailed access to relevant information.

How does it impact your business?
The program saves you valuable time and research effort by offering detailed answers based on inputs from the world’s leading Customer Service solution provider. Since the process is practically instantaneous, it enables you to arrive at an informed technology decision in a short span of time. Should you require deeper details on mioot live chat products and customer support solutions, please do leave your contact details with the Click-to-Chat consultant.

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Live Chat Software is IE9 Compatible

Posted on March 15, 2011 by admin


IE9Microsoft Launches an Impressive IE9

Microsoft rolled out the latest and greatest version of its Internet Explorer browser, IE9, here at South by Southwest in Austin, Texas. The browser’s main interface is far simpler than that of previous IE versions. IE9 supports HTML5 and, and utilizes graphics card acceleration for graphics-heavy animated images. And, judging from the demonstrations I saw here, I’d say IE9 is the biggest leap forward by a new Microsoft browser in many, many years.

Features of IE9

Letting Web sites ‘Shine’
Microsoft said it “reimagined the role of the browser” by “rethinking the concept of fast.” It said Windows 7 offers fully hardware-accelerated graphics, text, video and audio, resulting in experiences that are “as fast and responsive as native applications installed on your computer.” The recently optimized JavaScript engine, Chakra, is utilized to take advantage of multiple CPU cores.

The company said it also rethought how people interact with sites and web applications, so IE9 provides a “clean look” to let web sites “shine.” Microsoft said this is due to a simplified user interface, which means less real estate is taken up by the browser.

“Pinned Sites” can be accessed directly from the Windows 7 taskbar, without having to open the browser. Sites can be pinned by dragging the tab or icon next to the URL, and then open as native applications would. When launched from the taskbar, a web site’s icon and primary color are integrated into the browser frame and navigation controls.

JumpList, Aero Snap, One Box

With JumpList, a web-site task can be accessed, again without having to launch the browser. This assumes the site developer has implemented JumpList capabilities, and, if so, composing a new e-mail, checking an inbox, changing a music station, or accepting an invitation can be initiated outside the browser.

There’s also Aero Snap, for positioning two sites side by side in separate windows. One Box incorporates search functionality into the address bar, as well as the ability to navigate to a site, search for a site, switch between search providers, or access browsing history or favorites.

Finally, Microsoft pointed to IE9′s built-in security, privacy and reliability technologies. A new Tracking Protection, for instance, allows a user to limit the browser’s ability to communicate actions to certain web sites, as determined by a Tracking Protection List that the user can set.

“Hang recovery” allows a hung tab to be isolated so other tabs and the overall browser continue to operate.

Microsoft acknowledged that Active X can pose a security risk. IE 9 allows a user to block Active X controls for all sites, and then selectively turn them back on for trusted sites.

How to download and install it:
To upgrade Internet Explorer, download IE 9 from Microsoft. Only Windows 7 and Vista are supported, as IE 9 will not work with Windows XP — not
surprising, but a bummer for those on XP notebooks, where IE 9’s speed improvements would be great news.

live chat software is IE9 Compatible :
Mioot live chat software is Ajax based help desk software and it is more flexiable and Compatible in all the major browser like Firefox, IE8 , Obera. Live Chat Software has been tested with new version of micorsoft’s IE9 and our internal test was confirmaed that mioot live chat is more compatiable with Internet Explorer 9 (IE9) . If customer find any problem in IE9 please report to our project manager @ support@mioot.com

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Microsoft’s latest version of Internet Explorer IE 9

Posted on March 15, 2011 by admin


Microsoft’s latest version of Internet Explorer Web browsing software is available for free online.

“Things are about to change,” Microsoft corporate vice president Dean Hachamovitch said at a press conference at the South By Southwest Interactive technology festival in Texas. “We took a dramatically different tack.”

Internet Explorer 9 (IE9) is available for download in 30 languages at beautyoftheweb.com.

“It’s a really good day for the Web,” Hachamovitch said.

IE9 is built to make the most of Microsoft’s latest operating system, Windows 7, as well as graphics processing chips that can power videos, games, graphics and other stunning visuals.

The long list of partners that have adapted websites to IE9 includes Facebook, Twitter, Pandora, Hulu, and Yahoo!, according to Microsoft.

“We have worked with partners reaching a billion active Internet users,” Hachamovitch said. “All of these partners are using IE9 to make a more beautiful Web, starting today.”

More than 40 million copies of IE9 have already been downloaded as part of the process leading up to its official release, according to Microsoft.

Microsoft showed off a lean, muscular new Internet Explorer crafted to spotlight slick websites and beat back competition from Firefox and Google in the Web browser arena.

Microsoft director of web services strategy Ari Bixhorn booted up an Apple MacBook Pro laptop running the latest version of Firefox for a side-by-side comparison at a radio station website with rich interactive graphics.

A laptop powered by Windows and using IE9 smoothly zipped through cascading images illustrating top tunes while the opposition slowly worked its way along.

“The Web as we know it is taking a huge step forward today,” Bixhorn said.

While Microsoft doesn’t charge separately, the browser is included with Windows software and it is in the technology giant’s interest to keep users happy and devoted to its products.

“A browser is important to Microsoft because browsing is the top activity people do on their PCs (personal computers),” Hachamovitch said. “We want browsing the Web to be a great experience so people keep choosing Windows to do it.”

Windows operating systems are at a core of Microsoft’s software empire. The Redmond, Washington-based technology colossus claims more than one billion Windows customers.

Microsoft seems to have hit the mark with IE9, according to analysts.

“The browser is the stage and the websites are the stars of the show,” Hachamovitch told AFP during an earlier demonstration.

Once a website is reached, the browser seems to step out of the way and almost vanish to spotlight the content.

IE9 promised to be another hit release for Microsoft, which has seen market successes with Windows 7 operating system and a Kinect motion-sensing controller accessory for Xbox 360 video game consoles.

Open-source browser Firefox had been gnawing away at IE’s dominance, but that eased as a new rival arrived in the form of Chrome by Internet titan Google.

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Social Media Monitoring

Posted on March 13, 2011 by admin


The platform is based on Face’s existing Pulsar social media monitoring service, which offers real-time tracking, direct data manipulation and human sentiment analysis.

Face said that the new tool will allow O2 to monitor key topics around the clock and produce bespoke reports on a weekly, monthly and quarterly basis.

O2 UK’s marketing director Sally Cowdry said: “The platform Face has developed with us provides a firm basis for ongoing insights and analysis into the social web. Because we felt this was an area of real priority, we have worked together to create a bespoke product, tailored to our needs, rather than an off the shelf service.”

She added: “We believe it is important to listen closely to customers’ wishes, hopes and fears to able to truly think of them when communicating, servicing and planning products.”

Face’s managing director Job Muscroft (pictured), said O2 was “realising the huge value of social media in helping them to stay closer to their consumers and make research more collaborative”.

Source : http://www.research-live.com

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AOL cuts 400 jobs in India

Posted on March 11, 2011 by admin


AOL said it would lay off 1,000 employees on Thursday in the wake of its acquisition of news and commentary site The Huffington Post.

The cuts, which represent 20 per cent of AOL s work force, also include reductions in its operations in India.
The changes we are making are not easy, but they are the right changes for the long-term health of the company, the brand and for our employees, Tim Armstrong, AOL s chief executive, said in a memo to employees.

AOL will eliminate 200 jobs in its editorial and technology units, including journalists and support staff. The move was expected following The Huffington Post acquisition, which closed on Monday.

The addition of The Huffington Post increases AOL s emphasis on editorial content, a key component of Mr. Armstrong s revival strategy as the company s original dial-up online access business declines. But the Huffington Post acquisition also created redundancies with other AOL properties that, when eliminated, could save $20 million. Armstrong offered no specifics in his memo as to which editorial properties would be impacted by the cuts. An AOL spokeswoman declined to comment.

As part of the restructuring, Armstrong said that AOL would rely less on freelance writers while increasing investment in its in-house editorial team. However, Seed, a service that solicits freelancers to write about a number of topics, will survive.

AOL said it would cut 400 jobs in India and shift another 300 jobs there to an outsourcing firm. It is not giving up on India, however. As part of the revamp, AOL said it would change the focus in India from back office support to creating new products for India and the rest of Asia.

Following the cuts AOL s work force will number around 4,000.

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