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Robert Townsend

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Rob Townsend is a 25 year veteran of contact center systems design whose projects include computer telephony integration solutions for several of the largest airlines, banks and utilities in the world. As the senior product manager for 8x8 Virtual Contact Center, Rob is tightly focused on the lifecycle and continuing evolution of this exciting cloud-based contact center solution. Read More>

Articles by: Robert Townsend

Call Center Scalability and Getting the Service You Need When You Need It

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Scalability—a high-falutin’ word for the flexibility to expand or contract service as necessary—is probably one of the best benefits to moving your call center into the cloud. With traditional solutions, the need for additional lines, phones and locations can be expensive to implement. Just ask an [...]

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Big-Company Advanced Call Center Features Come Down to a Small-Company Price

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Cloud-based VoIP has changed the economics of call centers, making available new options and features for many more companies. For what they paid for basic local, long distance and international calling, virtual call center users get a package tailored for supporting custome [...]

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Companies Use Cloud Call Centers to Show How Virtual They Can Go

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In our ongoing blog series on how the Internet Cloud is making call centers a great new option for small and mid-sized businesses, we mentioned the benefit of uniting a company and even its outside partners under one phone system. A virtual call center can connect a company by integrating a cen [...]

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Dollars and Sense and the Business Case for Cloud-Based Call Centers

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In our last blog post, we talked about the advantages of having a cloud-based call center, and we mentioned savings. Whether you’re looking to reduce your long-distance charges, lower your maintenance costs, decrease hardware expenses, or lower the cost of lead genera [...]

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5 Reasons Why Your Business Might Need a Call Center in the Cloud

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“But we don’t need a call center yet. We’re too small!” That’s a common reaction lots of business owners have when they think they’re too early in their growth path to need a call center. Most likely, they’re missing out on five crucial business-building opportunities, and the real shame is that a v [...]

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Solve the Email Accountability Problem for Your Call Center With an 8x8 Virtual Contact Center

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If I’ve got an email box for incoming customer queries, why do I need a virtual call center that handles email, too? Isn’t that overkill? 8x8 Virtual Contact Center is a hosted call center solution that supports email in addition to calls, voicemail and chat interactions, but I still get asked why [...]

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