Our core business is the sales & service of UPS, UPS batteries and other supporting critical power components such as emergency generators, switch gear, and HVAC.Nationwide Power Difference. Nationwide Field Engineer Team each averaging over 22 years of experience. Industry leading 57,000 square foot warehouse with state of the art testing facility and over $10 million in UPS equipment and parts inventory. Largest catalog of new and refurbished UPS systems at competitive industry pricing.
98% + client satisfaction rating. LEADING PROVIDER IN THE CRITICAL POWER INDUSTRYNationwide Power is the leading provider in the critical power supply industry. Our core business is the sales and service of uninterruptible power supplies and UPS batteries, along with supporting other critical power components such as emergency generators, switch gear, and HVAC.Over the past two decades, we have built strong relationships with all major OEM’s, allowing us to offer the best in quality and service to our clients. And as a multi-brand supplier of uninterruptible power supply products, we provide the right solution for each of our customer’s specific needs, as our product line and services are not limited to just one manufacturer.While we have grown to one of the largest national footprints in the industry, we continue to maintain our family-like culture.
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Download software and firmwareWhether you’d like to monitor a single UPS or help with managing your entire virtualized network, Eaton has a monitoring and management software solution. From monitoring event history, notifying you of alerts and delivering real-time status, Eaton software provides the tools you need to keep your critical equipment running at all times. Our software solutions are easy to use and maintain business continuity which saves time, saves money and reduces risk.Use the drop down menus below to select a specific product to see related software and firmware solutions or filter the results using the “solution type” drop down to show only software, firmware or legacy software.Or select your software solution:View a complete listing of our software & firmware products.
Are you confused about all of the terms and acronyms used by power contractors and? This simplified glossary may help.
(Also see )AC: Alternating Current.Alternating Current (AC): Current that alternates from positive to negative. AC is the normal current used to power most devices in homes and businesses. (Compare to Direct Current.)Ampere (amp): A measurement of current flow, often abbreviated as amps.Arrester: A device to suppress voltage spikes, sometimes called suppressor or protector. (See Suppressor.)Battery: An electrical storage device that produces direct current.Blackout: A loss of alternating current (AC).Brownout: A low voltage situation. Some equipment will not work in a brownout, whereas others will, depending on the severity.
In either case, a brownout is bad for electrical equipment. (See Undervoltage.)Circuit Breaker: A resettable device that interrupts current flow when it exceeds a preset level, thereby preventing damage to circuit elements.
(Compare to Fuse.)Current: The flow of electricity in a circuit; it is measured in amperes (which is often shortened to amps).DC: Direct Current.Dip: A short brownout, often caused by motors turning on and off, such as on large air conditioners.Direct Current (DC): Electricity where current flows in one direction, such as from a battery. (Compare to Alternating Current.)Dropout Voltage: The voltage at which a device fails to operate properly or safely. Computer systems will reboot, reset, or lose data when line voltage falls below approximately 95-100 Volts AC. (See Brownout and Undervoltage.)Efficiency: The ratio of output energy to input energy. For uninterruptible power supplies (UPSs), it is the amount of energy lost in the form of heat during DC to AC inverter operation.Filter: An electronic device that blocks certain frequencies while allowing other frequencies, such as 60 hertz (Hz), to pass.Frequency: The number of cycles of current flow in one second.
In North America, the frequency of commercial and residential service is 60 cycles per second or 60 Hz.Fuse: A device that breaks, thereby opening the circuit and protecting the equipment connected to it, when the current passing through it exceeds its rated value. A fuse can be used only once, whereas a circuit breaker, which accomplishes the same thing, can be reused. (Compare to Circuit Breaker.)Generator: A gasoline, natural gas, or propane powered engine that produces electricity. Generators are often used with uninterruptible power supply (UPS) systems.
Since generators require a few minutes to stabilize after being started, UPSs are often used for short duration outages and generators reserved for longer power interruptions. Some less sophisticated generators may have a problem with frequency regulation, never appearing to the UPS as a stable power source.Ground: A connection, either intentional or inadvertent, between an electrical circuit and the earth.Hertz (Hz): A measure of the frequency of alternating cycles in an AC current per second. (See Frequency.)Hot Swappable Battery: A feature that allows an uninterruptible power supply (UPS) battery to be changed for maintenance without taking the UPS and the equipment connected to it, off-line.Hz: Abbreviation for hertz. (See Frequency.)Inverter: A device that converts DC power to AC power.Isolation Transformer: A transformer inserted to reduce noise and isolate a circuit.
These are used in many larger uninterruptible power supply (UPS) systems.kVA: An acronym for kilovolt-amps (See VA) that is a measure of apparent power; 1 kVA = 1000 VA.kW: An acronym for kiloWatt (See Watt) that is a measure of real power; 1 kW = 1000 Watts.Line Conditioner: A device that optimizes the quality of commercial power. By definition, an uninterruptible power supply (UPS) system is a line conditioner, but a line conditioner isn’t always a UPS.Load: The electrical devices that use power.Outage: A long-term loss of power.Overvoltage: By definition, a voltage that is at least 10% above normal. (See Spike and Surge.)Peak Voltage: Also called peak-to-peak voltage, it is a measure of an AC waveform of the highest peak-to-peak voltage present on the waveform. A proper 120V AC waveform will have a peak voltage of about 170 volts.
(Compare to RMS voltage.)Response Time: The time it takes for a UPS, conditioner, suppressor, fuse, or circuit breaker to sense and react to a surge or spike.RMS: Acronym for Root-Mean-Square, a formula used to calculate effective voltage. The RMS value of normal AC power is 120V. (Compare to Peak Voltage.)Rolling Blackouts/ Rolling Brownouts: A condition where power utilities purposely impose blackouts or brownouts over a portion of their service area to free up capacity so that the remaining service area can continue to be served. After a time, another portion of the service area has a blackout or brownout imposed on it, so that power can be restored in the original area.Sag: See Undervoltage.Sine Wave: The shape of an ideal AC waveform. Most high-end uninterruptible power supplies (UPSs) provide an accurate sine wave.
Some less sophistical UPSs produce a square wave, which may cause some devices to not work properly or to shorten their life span.Spike: A high voltage condition which lasts for a short duration, usually less than 1 millisecond. A spike can be thousands of volts. (See Overvoltage and Surge.)Square Wave: It is an undesirable waveform for critical computing applications, as it is harder on equipment and may cause undesired side effects.
(Compare to Sine Wave.)Standby UPS: An uninterruptible power supply (UPS) that passes line power straight through to the output when conditions are stable, but switches to battery power when line voltage dropsSuppressor: A device that diverts voltage surges to an electrical ground. (See Arrester.)Surge: A voltage increase lasting for several cycles or more. (See Overvoltage and Spike.)Transfer Time: The time it takes to switch from AC line power to battery power.Transformer: A device used for changing AC voltage or isolating a circuit from its power source.Undervoltage: By definition, it is voltage at 90% or less of the normal level for more than one minute. Sometimes it is called a brownout.UPS (Uninterruptible Power Supply): A device that provides continuous, acceptable (“clean”) power to its load, regardless if the commercial utility’s power is present or of proper quality.VA: See volt-amp.Volt: A unit of measure for voltage, which is electrical pressure that forces current to flow.Volt-amp: A unit of measurement of apparent power. Most UPS systems are rated in volt-amps; the actual wattage is about 60-70% of the VAs.Watt: A measurement of true power consumption. Watts = VA divided by Power Factor.From Connection Magazine –. Recycling is a big part of the beneficial use and responsible handling of lead and products made from it.
Exide Technologies invests in battery recycling because it’s good for business and for the environment.Today, Exide Technologies recycles approximately 50 million batteries per year, making it one of the largest secondary lead smelters in the world. Exide also is a significant recycler of plastic, capturing the plastic from spent batteries and using it in the production of cases and covers for new batteries.
Recycling not only protects the environment, but also saves energy and money on raw materials.In the recycling process, spent or dead batteries are broken apart and the lead, plastic, and acid are separated. The lead is melted, poured into ingots, and delivered to battery plants to be used in new batteries. The plastic is chipped, washed, and delivered to a plastics plant, where it is melted and made into new battery cases and other parts. The sulfuric acid can be reused on a limited basis or alternatively is neutralized and discharged.Exide Technologies has eleven recycling facilities, six in the U.S., four in Europe, and one in New Zealand. All of them make Exide one of the few companies in the stored electrical energy industry with the capability to provide Total Battery Management (TBM) in its own facilities.With TBM, there is no “womb to tomb” for lead-acid batteries, as there is for consumer products that aren’t recycled.
Instead, Exide continuously cycles lead and plastic through the life – and afterlife – of batteries.The TBM infrastructure, consisting of battery manufacturing plants and recycling facilities combined with a sophisticated distribution network for new and spent batteries, allows Exide to manage the life cycle of its products before and after their service lives. Few other industries are as proficient.TBM produces benefits for customers, for Exide, and for the environment. It frees customers from the regulatory burdens of handling lead and assures them of a continuous supply of batteries made from superior quality materials.
It allows Exide Technologies to better manage its inventories for increased productivity at manufacturing sites. Finally, it keeps recyclable materials in the manufacturing stream instead of piling up in landfills.
All of these benefits help Exide accomplish its mission to be respected worldwide as the leader in stored energy solutions and innovative technologies.(Also see, and.)From Connection Magazine –. Uninterruptible Power Supply (UPS) VendorsUPS systems provide immediate protection from outages of utility power. The lengths of outages that can be covered are dependent on the size of the unit, measured in VA or kVA (1,000 VA) and the number of batteries. For protection from long-term outages you will also need a generator. (See and.)The following companies manufacture UPS systems:APC Corporate Headquarters: Founded in 1981, APC is a leading provider of global, end-to-end AC and DC-based power products and services. APC provides surge suppressors, uninterruptible power supplies (UPS), power conditioning equipment, power management software, DC power systems, and precision cooling equipment, as well as professional and consulting services.
APC’s solutions for home and corporate environments improve the manageability, availability, and performance of sensitive electronic, network, communication, and industrial equipment of all sizes. InfraStruXure, APC’s latest solution for small networks through entire facilities, is the first modular, “pay as you grow” solution for power and cooling requirements.132 Fairgrounds RoadW Kingston, RI 02892877-272-2722Belkin Corporation: Belkin has over a decade of experience in the development of industry power products.
With over 38 million surge protectors sold, their surge protection and UPS product lines offer a wide range of UPS systems extending from home use to enterprise products. Belkin’s units range from 350VA to 3200VA with the following technology footprints: stand-by, line-interactive, and rackmount units with remote monitoring technology over Internet protocol. These units have a three-year product warranty, connected equipment warranty, and data recovery warranty. They also have hot-swappable batteries with the Network series, aimed at protecting tower servers and other entry-level enterprise components.PO Box 5649Compton, CA 800-223-5546Best Power (see Powerware)CyberPower Systems, Inc: Established in 1997, CyberPower Systems (USA), Inc. Provides uninterruptible power protection products for desktop, workstation and network applications.
CyberPower bridges the gap between simple surge strips and more costly power protection systems. Their products are available through authorized distributors, VARs, retail, mail order, and e-commerce resellers.
CyberPower offers connected equipment guarantees from $30,000 to $60,000.5555 12th Ave E, Suite 110Shakopee, MN 55379Liebert: With more than one million power and environmental control systems installed throughout more than 100 countries, Liebert claims to have more ways to protect and cool sensitive electronics than anyone. Their power protection line offers a broad range of solutions, from surge protection and power conditioning to Uninterruptible Power Supplies in off-line, on-line, and line-interactive topologies.MGE UPS Systems, Inc: MGE UPS Systems provides a wide array of UPSs ranging from protecting PCs and networks to very large data centers.
In addition to UPSs, their product line also includes inverters, rectifiers, power management software, active harmonic conditioners, and surge suppressors. MGE has two UPSs specifically for call centers. The Pulsar Evolution (500 to 3000 kVA) is a smaller UPS designed to protect call center PCs and networks.
The Galaxy PW (100 to 225 kVA) is designed for larger applications including data centers.1660 Scenic AvenueCosta Mesa, CA 92626800-523-0142Minuteman UPS / Para Systems, Inc: Minuteman provides UPS for telephones, computers, and data communication devices. Their products are available from 300 VA to 10 kVA.1455 LeMay DriveCarrollton, TX 75007800-238-7272 or 972-446-7363OPTI International Corporation: OPTI offers hardware and software power protection for home, small office, and network to protect computer systems and mission critical equipment from lighting, surges, blackouts, and brownouts.
The Value series provides the basic protection in a cost-effective package for home user, small business, and workstations; the BT series offers reliable power protection for their high-end computing equipment in small package; the Enhanced series designed especially to support PC servers; and the Power series provides a true sine-wave output waveform.19850 E. Business ParkwayCity of Industry, CA 91789909-869-5700Powercom America, Inc: Since 1987, Powercom has been a worldwide provider of power protection products. Powercom designs, manufactures, markets, and services UPS systems for business and industry. It supplies products for PCs, minicomputers, LANs, WANs, cash register/POS systems, office telephone equipment, and global communication networks. As an ISO-9001 certified company, Powercom’s UPS products range from the low-cost stand-by UPS to true on-line series. Compact design, easy installation, and extended run times are incorporated into the design of all Powercom products.
UPS (Uninterruptible Power Systems) is their major product line, offering Off-line UPS, Line-Interactive, and True On-line UPS, ranging from 300 VA to 60 kVA. They also provide Inverters, DC UPS, and surge protectors.1040A S. Melrose StreetPlacentia, CA 92870714-632-8889Powerware: Powerware Corporation is a global provider of power quality and management solutions. Offering a wide range of products and services, Powerware integrates a full line of AC and DC power systems, power management software, remote monitoring, turnkey integration services, and site support. Powerware systems and services deliver the high nines of availability demanded by today’s digital economy. Powerware products and services are utilized in local and wide area networking, data and voice over IP, co-location facilities, fixed-line and wireless communication networks, and industrial manufacturing. The Powerware 9125 online UPS comes in capacities ranging from 700 to 6000 VA.Raleigh, NC800-356-5794Toshiba: Over the past 125 years, Toshiba has specialized in developing, manufacturing, and marketing products for the fields of Electronics and Energy.
Toshiba International Corporation, located in Houston, TX, is the Industrial Division of Toshiba. At this location, Uninterruptible Power Supplies (UPS) ranging from 600 VA to 3000 kVA are designed and built. Toshiba UPSs are built in the U.S. Their UPSs use IGBT-based technology. Toshiba is committed to excellence and quality in design and manufacturing with research and development in this product area dating back to 1968.13131 West Little York RoadHouston, TX 77041800-231-1412 or 713-466-0277Tripp Lite: Dating back to 1922 and inventor Graham Trippe, Trippe Manufacturing Company and Tripp Lite has offered a series of products for different markets and industries. As the personal computer became an increasingly important business tool, power protection from Tripp Lite became recognized as an essential add-on to computer installations.
After 14 million Isobars and more than 3.5 million UPS systems, Tripp Lite is a leading manufacturer of power protection supplies, including UPS systems, AC and dataline surge suppressors, line conditioners, cabling and connectivity products, and network management accessories. In 1999, Tripp Lite became the exclusive licensee for IBM-brand UPS systems. Tripp Lite recently received ISO 9001 certification and now spans the globe with sales in excess of $175 million and shipment to more than 85 different countries worldwide. Their SmartPro and SmartOnline series are ideal for call center applications and provide complete power protection; they support critical loads during power failures while protecting against brownouts, surges, and line noise.PO Box 821047Vancouver, WA 773-869-1111presales:sales: Replacement BatteriesReplacement batteries can be obtained from the manufacturer of your UPS system. In addition, you might consider contacting:American Battery Company: ABC is a one-stop source for UPS replacement batteries.
Whether the need is a single battery or the replacement of an entire floor of UPS batteries, ABC can meet the need. All their batteries meet or exceed the original manufacturers’ specifications. Simply visit the ABC website and go to their UPS Battery Chart to find the exact UPS replacement battery and then purchase it online. All ABC UPS batteries come with a 12-month warranty and their UPS battery replacement kits come complete with cables and connectors ensuring a quick and smooth UPS battery installation.
American Battery will also recycle your old battery free of charge; just return it to them in the reusable packaging that the replacement battery came in and they will recycle the battery. (See.)Generator VendorsWhile generators cannot provide an instantaneous source of backup power, they can provide power for the long-term, limited only by the availability of fuel to power the unit. As such, they are an ideal adjunct to a UPS, together providing total backup power protection. Here is contact information for generator manufacturers:Cummins Power Generation Americas: Cummins Power Generation brand products include power systems and related accessories, components and services including the pre-integrated PowerCommand system, plus diesel and gas generator sets, transfer switches, and switchgear used in commercial facilities for emergency backup and prime power. Cummins Power RentSM is a global supplier of trailerized rental generator sets.1400 73rd Ave. NEMinneapolis, MN 55432763-574-5000Generac Power Systems: Generac Power Systems is one of the world’s largest independent manufacturers of complete engine-driven generator systems ranging from 3 kW to 2000 kW for industrial, commercial, residential, mobile, recreational vehicle, and communications applications.Hwy. 59 & Hillside RoadP.O.
Box 8Waukesha, WI 53187888-436-3722Onan (See Cummins): Begun by D.W. Onan in 1920, Onan has provided power generation equipment for more than 80 years. In 1989, Onan Corporation became a fully owned subsidiary of the Cummins Engine Company (now Cummins Inc.). Today Onan branded products are built by Cummins Power Generation, a subsidiary of Cummins Inc.
And a world leader in the design and manufacture of consumer and commercial power generation products.From Connection Magazine –. By Frank D’AscenzoThe need to replace your call processing system within a relatively short time frame is a real business challenge.
After spending thousands of dollars for your present equipment, and after having made substantial monthly payments over the past five-years, the prospect of no payments can seem too good to be true.One’s natural reaction may be to stick with what you have and enjoy the “profit” increase when the lease payments end. But, that might be the wrong decision. If you’re interested in helping your business grow, then keeping a system that is five or more years old might not be a wise business decision. Take a moment and ask yourself:.
Will I miss new business opportunities by not updating to a new system?. Will a new system offer improved efficiencies that can reduce my operating costs?. Will a new system offer new features that can result in added revenue generation?These are just a few real-life business questions that you must be asking yourself every year and most certainly every five years. Technology: Without doubt, computer technology improves every year and therefore substantially over a five-year period.
Even if your present system is large enough to handle your present requirements, an adequately sized system may lack some important, desirable new features. Perhaps the greatest challenge in today’s world of computing is that the power of yesterday becomes the weakness of tomorrow.
The obsolescence trap is always wide open.If the call processing system you’re using is over five-years old, it may be technologically obsolete. Even though you may have been purchasing software upgrades for your system over the years, the reality is that every system eventually reaches an optimum upgrade point. This happens when you discover that certain new features are not possible to add or that additional external equipment must be patched-on to incorporate desired features.Upgrading to a new and technologically current system may be the most cost-effective way to acquire new features and capabilities. A new system platform will incorporate the advanced capabilities you need in the most efficient manner, delivering operational efficiencies that can positively affect your bottom line.New Features and Services: New and emerging technology usually equates into new or soon to come features or services. While some new features or services might not be of interest to you personally, they might be of the utmost importance to your clients and to the future of your business.Emerging new features have a way of suddenly becoming necessities due to demand from clients or competitive pressure. This may apply more to the new “hot” services you may be hearing about. Perhaps you have already received inquiries from some of your clients about new communications products, wondering if you offer them or if you can deliver messages to their miniaturized communications devices.Will an obsolete call processing platform be able to accommodate these new services? Symantec norton ghost free download.
If the feature is even offered by your vendor, then perhaps it will be able to upgrade an older system. However, it will undoubtedly require a substantial investment.
Even if you spend the dollars to properly equip your present system, it’s likely that the add-on feature or service is not as operationally transparent as you might like, which means that it may not be as efficient as it should be.Added Revenues: Taking advantage of new and emerging technology can enable you to attract new clients. Each new client means added revenue. Sticking with an outdated system may seriously affect your ability to grow your business.
As new technology emerges, your inability to offer desirable features can put you at a competitive disadvantage.Clients who can’t get the services they feel they need from you will look elsewhere. Adopting state-of-the-art technology can give you a significant competitive advantage. This means that you can leap ahead of your competitors by embracing a philosophy of planned replacement.Efficiencies and Growth: Current technology, new features, new services, more potential revenue, and more clients are all advantages of investing in current technology. But there’s even more to embracing current technology. Specifically, modern technology can significantly enhance your efficiency.Generally, a modern call processing system will be able to offer you operational efficiencies that will increase productivity.
A more efficient system may result in 1) lower labor cost for handling your present clients, 2) more revenue generated from your present client base because your agents are able to provide them with more service in a given time, or 3) the ability to handle more clients with the same number of agents.Question: Is your present system delivering the operational efficiency you need to meet your business growth goals?Answer: If your system is over five years old, then it probably is not.Solution: Don’t make the mistake of becoming complacent. Initial equipment cost, ongoing system upgrade cost, and system replacement planning should be a part of your long-term budgeting and planning for your business. Conclusion: When you undertake any complex task, having the proper tools available for the job can make the difference between success and failure. Your teleservices business is complex. You have customers to please and employees to manage. You need the best call answering and message processing tools available in order to be successful. System Replacement ConsiderationsKeeping your most important business tool, your call processing system, technologically current is an important aspect of the operation of your business.
While the concept of spending money to make even more money is not new, it is often difficult to implement. However, once you understand that you are making a continuing investment to improve your business rather than simply “spending money,” you are over the hurdle. Your next task is to make the best possible system replacement choice. By Laura AlexanderAs technology has developed over the past decade, the Internet has become ubiquitous, and this is certainly true in the teleservices industry.
Within the past five years, the use of instant messaging (IM) specifically has exploded. In fact, it was Web pioneer Marc Andreessen who predicted, circa 1997, that IM would be the next big development for the Internet.Gary Pudles, CEO and president of AnswerNet Inc., explained how his company employs IM. When the company was first started, a personal America Online (AOL) account was used for communication between key employees and to provide corporate email addresses. Then, about a year and a half ago, AnswerNet started installing high-speed Internet connections to its sites. Now, half the AnswerNet offices, technical staff, and sales people use AOL’s AIM instant messenger application.Just what exactly does AnswerNet find so useful about IM?
“When carefully targeted,” said Knowledge Management’s consulting editor Lee Sherman, “IM can support some useful kinds of knowledge sharing.” IM allows communication in near real time and is a “presence technology,” identifying who is online at a given time.According to Mark Chediak, writing in Red Herring magazine, IM applications “have gained popularity because they’re often quicker and easier to use than email or the phone.”Pat Scott, owner of A Better Answer, Inc., explained how instant messaging is used in her company. The program that A Better Answer uses is part of the company’s Startel system, known as the “operator x” feature. Scott feels that the system is quite effective. When an agent makes an error during a call, the supervisor on duty can send an “operator x” message and let the rep know of the mistake and, if necessary, communicate with the agent about the issue without singling him or her out in front of everyone.
“As long as we are logged into Startel,” Scott added, the agents “have access to us.”Other companies also use IM for better in-house communication. In the end, time is saved because administrative employees don’t have to run back and forth between offices to ask questions, or try to catch someone on the phone. Alan Hamer, president of Exchange Network, Inc., explained, “The instant messaging feature is great for administrative purposes, it saves time trying to find the person you want to ask a question to (and is better than) getting their voice mail if they are on the other line.”Also, if a company is spread across several offices, money can be saved on phone bills because IM simply costs as much as it does to connect to the Internet. This is especially beneficial for national businesses. Chuck Boyce of Appletree Technology Services uses AIM to communicate with off-site agents.
“IM is a great way to get a quick message to the remote agent to handle routine items like breaks, account updates, and feedback on performance,” he said. “This works great because the agents are already online, and most only have a single phone line, so phoning them while they are logged in is not an option. We also looked at using Nextel two-way radios, but found that it would be cost prohibitive.” (The company limits the IM chat to the shift leader/supervisor and the remote agents, as they don’t want the reps chatting with each other.) Boyce also uses Amtelco’s software package to provide online customer service via Web chat, offering a communication option to Internet users viewing his clients’ websites who need assistance.Just as with anything else, though, this system is not flawless. Users may abuse the system.
Dennis O’Hara of ACC Solutions said, “We ended up blocking all IM from our agent positions; it was being abused big time. They would wait and finish the chat sentence before answering a call.” Obviously, this is not conducive to running an effective operation. In fact, 23 percent of businesses surveyed, actively block IM traffic.AnswerNet managers realize this potential problem, but according to Pudles, “While I am sure that some of the people abuse the system, I believe that we not only share more because of it, but that it adds to our sense of community that we try to instill within the AnswerNet Network.”Many people recognize that a future of integrated technology includes today’s youth. Their dependence on technology has brought about an eagerness and energy for using their ideas in the business place.
“Young adults who are experienced technology users also bring a confidence and openness to new ideas that sometimes freshen stale thinking,” stated Esther Rush, product engineer at Intel.Ray Goel, CTO at Brainlink International, witnessed his interns’ use of IM. It was by observing the efficiency and effectiveness of their collaboration that first turned him on to the technology.
“Sometimes, something completely different is just what’s needed to solve old problems.” Sometimes certain age groups tend to look at problems the same way. By factoring in another generation, today’s teens and twenties can generate a different and new perspective.
The result was that their 9 to 5 operation effectively became 24 x 7 “because as long as they were on IM, they were reachable.”One of the things that promotes youthful interest is curiosity. “Young people tend to have little fear about deleting files, freeing up memory, even taking apart software and hardware to troubleshoot or just understand how it works.” By being willing to take chances to learn about how systems work, it shows the comfort level with computers, data, and technology.
Many younger people are being hired in the work place because of their interest and knowledge from growing up in an age filled with the necessity of technology.Will corporations continue to embrace IM? International Data Corp. Predicts that corporate IM use will increase more than ten-fold over the next three years, from 18.4 million in 2001 to 229.2 million in 2005.
Forrester Research says that 45 percent of businesses already use IM, while Osterman Research puts the level at a more modest, but still significant, 29 percent. Gartner adds that “free instant messaging services are being implemented rapidly by employees and will be found in 70 percent of enterprises by the end of 2003.”Numerous kinds of instant messaging systems are available from several different companies. AOL’s AIM system boasted 100 million users in 2001.
Yahoo has a system called Messenger and Microsoft has MSN Messenger. These are not specifically designed for corporate use. However, Yahoo recently launched an enhanced IM product specifically for business users. It is designed to let IT managers grant IM access to employees based on their roles. The product, Yahoo Messenger Enterprise Edition, uses Secure Sockets Layer encryption from Verisign. Licenses will cost from $30 to $40 per user, per year.Our title comes with respect to Descartes who said, “Cogito, ergo sum” which translates to: “I think, therefore I am.” IM Product and Vendor OverviewIn the teleservices and telemessaging environment, IM can be used in one of three ways. The first, and most common, is internal IM used as part of the main call-processing platform.
This allows real-time text messaging to occur between agents and supervisors who are logged into the system. In some cases, this can be extended beyond the system to allow for client to supervisor access. These IM implementations are proprietary and are not, at this time, interfaced to commercially available IM products. This offering is available from Alston Tascom, Amtelco, and Telescan. (See chart 1: Internal IM.)The second implementation of IM is for Web to agent communication.
In this scenario, an Internet user can click a “talk to me” button on a website and automatically initiate a text chat or IM session with an agent at a call center. Features generally include the ability to view what the Web surfer is seeing, to “push” or send Web pages to the user’s computer, and to send pre-written text. This is available from Alston Tascom and Amtelco. (See chart 2: Web Chat.)The third option is an interface to commercial IM products, such as AIM, Instant Messenger, and Yahoo Messenger, among many other offerings.
Sometimes, each interface is a separate program and in other instances a universal interface is developed. The universal interface allows an agent to use a single, consistent program to communicate with contacts who may be using many programs. At this time, none of the vendors contacted offered this level of integration and conductivity, although Alston Tascom is planning to in the future.Here is an overview of how industry vendors have implemented IM into their products:Alston TascomTheTascom Evolution chat feature is available for both internal agent and external client communications and allows chat sessions to be directed to a specific agent or to a queue with multiple agents. Although it cannot be interfaced with any of commercial IM products, this feature is in development.Tascom Evolution chat allows agents to “co-browse” the Web with the Internet user, greatly increasing the effectiveness of the chat session. Also, agents can text chat with multiple simultaneous callers.
By Eric MillerIn the battle for increased market share, outsourcers continue to search for creative ways to provide new and different call center services. Naturally, many are focused on the benefits seemingly offered by some current technologies for use in the call center. But beware of getting caught in the stampede for quick implementation.
What may appear to be a good idea at first may not look as inviting if you lack the back office functions, data, people, and processes needed to handle the new technologies effectively. In other words, there is a good chance of putting the cart before the horse in the race to implement new technologies to help differentiate your call center.Certainly, new technologies offer many opportunities to help you provide better service, but in any successful technology implementation, the project should start with the basics of good planning, preparation, and implementation. Unless done well the first time, enhanced service levels, opportunities for new market share, and improved cost efficiencies may prove elusive.It all starts with the data: Since you rely on stored information to deliver quality service, common sense tells us that the service is only as good as the data being used. Quite simply, no matter how good your people and technologies are, bad data will result in bad service. With the current call center model, this problem is minimized by seasoned and highly skilled Customer Service Representatives (CSRs) who know which source to go to for the most accurate data, depending upon the caller’s request. They have learned over time where inconsistencies might occur and serve to filter and translate the data to the caller.
Unfortunately, in an environment of increasing self service platforms provided through Web access and Interactive Voice Response (IVR), particularly with natural language, the CSR is intentionally taken out of the process, which supposedly increases quality of service and improves cost efficiencies. But unless your self-service offerings access a single database of quality information, you run the risk of providing inaccurate information.
This can often lead to a follow-up call to the traditional CSR. The result can be less than satisfied customers, increased (rather than decreased) costs, longer service times, and lower service levels.Ensure that a single, clean customer information file is in place to support any technology that might be brought into the mix, from phone to email, Web chat, video, IVR, fax-back, or wireless. You may need to take the time to clean the data, eliminate redundancy, and resolve discrepancies, but the long-term impact on the quality and cost of the service is well worth the effort.Providing audience-of-one service: The advancement of technology now enables us to service the customer on a more personal level. We have the ability to understand customers’ inquiry habits, preferences, and demographics, all increasing the opportunity to personalize while automating service for each customer.
CSRs provide some level of personalization because of the person-to-person interaction involved. With technology we may lose the person-to-person interaction, yet still have the opportunity to tailor the service to each situation.Establish a personalized customer profile as the foundation to automated service, whether provided through the outsourcer’s client company or built through ongoing interaction with the inquiring customer. What types of service do they prefer? Bills sent via email? Statements sent to their wireless devices? Limiting interactions to inquiries about products and services they already have?
Do they prefer to interact mainly with the CSR? Or do they prefer IVR with abbreviated instructions?If you don’t have all that information today, you can build it over time by informing clients of new services and directing them to your website to build a profile and select a PIN. Or, you can collect preferences and client details through each interaction, building and refining a profile over time. Good service is not a one-time event, but a continual process of improvement.Building call center skills to match your needs: New technologies mean new access methods, translating to new entry and contact points to the call center.
And these all result in a requirement for a set of skills not often found in today’s call center. While it may be nice to believe that the CSR superstar of today can step up to this challenge, it may not be a realistic expectation.
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The CSR may be extremely adept at handling phone inquiries and providing a personal touch, but can that person provide the same level of skill with written emails and Web chats? If this versatile a skill set is available, the worker will be at a premium and demand a much higher compensation. It may not be exciting, glamorous, or invigorating, yet for the vast majority of companies in the teleservices industry, messaging services constitute the bulk of the work they perform and are the cornerstone of their business. Messaging — answering calls, providing or obtaining information from the caller, and reporting it to the client – is the consistent revenue stream teleservices companies need to remain viable. New service options may beckon and sophisticated decision-making and order-taking software may open the door to new markets and potentially profitable new accounts. But for most teleservice companies, the consistent presence of messaging clients pays the bills and offers consistent opportunities for profit.In the early days of the telephone answering service industry, messaging was a manual process. Phone answering was accomplished by various implementations of electro-mechanical devises, message taking was done by hand, and storage and retrieval systems were comprised of message slots and file cabinets.
In the 1970s, fueled by the Carterfone decision allowing devices to be connected to the telephone network, equipment emerged that facilitated a more effective system for answering calls. In the early 1980s, the idea of storing client instructions in a computer system, as opposed to on index cards, began to surface. This was followed by the innovation of entering messages into a computer for storage, processing, retrieval, and record keeping. Hence, the age of computerized messaging. Today, second generation platforms dominate the market, offering labor saving automation options, client convenience features, and agent-assisting software to provide leading edge messaging systems.Allan Fromm, owner of AnSer Services in Green Bay, Wis., operates an Amtelco Infinity system.
He is able to confirm the importance of these developments. “Our Infinity platform is the foundation of our business,” Fromm said.
“We have a huge array of services that enable us to compete with practically any blended call center in the world.”Dick Huffer, owner of ADS Communications, likes to focus on the cost savings provided by his Startel system. “We’re doing three times the business with one-third of the phone charges,” Huffer said. “We’re able to use those savings for business expansion and help with our bottom line, which ultimately results in more profits.” Huffer has followed through on his plans for expansion. “We do business nationwide and in Canada,” he added. “With T1s taking the calls on a single 800 number, we have eliminated the phone company charges, taxes, access fees, and everything else they hang on the bill!”The enthusiasm that Fromm and Huffer have for their respective messaging platforms is not exclusive to owners of Amtelco and Startel systems, but is also shared by users of products from other industry vendors.
These include Alston Tascom, Americom, Axon, CadCom, Morgan Comtec, Szeto, Telescan, and Taseco. Although there are scores of other messaging system manufacturers, the deciding factor separating the preceding list from other aspirants is their ability to excel in a multi-client environment, offer comprehensive feature customization for each implementation, and provide an array of information dissemination methods, all with a steadfast focus on agent efficiency and effectiveness. This article will briefly address the main messaging systems offered by these companies.See our current listing of vendors that provide, is the publisher and editor-in-chief of Connections Magazine. He’s a passionate wordsmith whose goal is to change the world one word at a time.From Connection Magazine –. As telephone numbers are assigned, the availability of numbers within an area code diminishes. In order to make sure that there are always numbers available, usage is analyzed, number exhaustion dates are projected, and steps are taken to provide for more numbers.Although short-term steps, such as “thousand block number pooling” are taken, the long-term solution is either an area code split or an area code overlay.A split means that the geographic region of the area code is divided in two. One part will keep the same area code, while the other section must switch to a new area code (but they will retain their seven-digit number). There is a transition period for this, called permissive dialing, in which either the old or new area code can be dialed for the effected section.
After a time, mandatory dialing goes into effect. Then, any call to the new region using the old area code will not go through. These numbers eventually become available for reuse. Splits are not popular with most businesses, as it requires printing new stationary and other changes, as well as reprogramming phone systems.
(To avoid repeating this process in a few years, sometimes a three-way split is made at the same time.An overlay means that a new area code is assigned to the same geographic region as the existing code(s), which is in jeopardy of depletion. With an overlay, no one needs to change area codes.
However, if it is not already implemented, ten-digit dialing becomes required for all calls, even local numbers. All new number assignments are in the new area code. As such, ordering a second line could result in a number with a different area code. Overlays are not popular with most consumers, as they do not want to dial ten digits on every call, nor remember different area codes for friends and neighbors.The area code listings shows all current area codes in North America. If you are in an areas whose code will undergo changes, you can expect your local phone company to provide ample notification in the form of letters or bill inserts, giving you time to make the needed plans and adjustments.
However, do not expect to be notified of changes outside your area code. You may bookmark these lists for your call center agents to use as a handy reference, as well for your technical staff in programming area codes in your call center switch.From Connection Magazine –. Unified messaging was designed to solve a problem: message overload.
For most of us, we not only receive too many messages, but these messages are in too many different places: our voice mail at work, the answering machine at home, various fax machines, our cell phone’s voice mail, and at least one, if not more, email addresses. Once we corral each of these messages from their disparate sources, we then need to process them and respond. The frustrating reality is that all to often we need to reply in a different medium or channel than which the message arrived. No wonder these communication tools often end up causing frustration. Enter unified messaging. The vision of unified messaging is that a user can interact with all voice, email, fax, and image communication from a integrated communications interface. This appliance is usually a computer, but can also be a standard telephone.Unified messaging will not reduce the number of messages, but does promise to centralize them, allowing for the same quantity of messages to be received, reviewed, and responded to in less time.The trend towards unified messaging is both compelling and striking.
In 1999, there were $135 million in sales of unified messaging services. By 2006, this number is projected and predicted to reach $18.1 billion. This is a 45% annual compounded growth rate!
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With such a promise for its future, what then is unified messaging in practical terms? Unfortunately, the answer is less than clear.If you were to ask one hundred industry participants what unified messaging is, you would get scores of different answers.
In fact, unified messaging must often be viewed in the context and standpoint of those who are discussing it. Alston Tascom’s Bill Cortus sums up it, saying that, “unified messaging is a broadly applied term.” He adds that, “unified messaging should also be defined from the user’s perspective.” When a prospect inquires if Tascom has unified messaging, Bill asks what unified messaging means to them.
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