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InfoCision Invests $2 Million in Contact Center Technology
AKRON, Ohio -- InfoCision Management Corp., the nation's third largest privately held teleservices firm, last week completed the final phase in a $2 million technology upgrade of its 21 contact centers in Ohio, Pennsylvania and West Virginia.InfoCision equipped all its communicator booths with PC-based workstations, including Web access and software from Interactive Intelligence. The company also expanded its inbound customer-care and call-blending capabilities. The call blending program -- the only one of its kind in the industry -- allows employees taking inbound calls to automatically be switched to taking outbound calls when inbound volume fluctuates. This keeps employees optimally productive at all times and saves clients money, says President Carl Albright.Ultimately, the enhancements will mean more jobs for the company. "There's no chance, if we didn't think we'd get more jobs and business, that we'd do it," Albright said of the upgrade."Long term, our goal is to double the size of the company."InfoCision Management Corp. is a top-50 provider of inbound and outbound teleservices for nonprofit, religious, political and commercial organizations. The company operates call centers at 10 locations in Mansfield, Akron, Austintown, Boardman, Gallipolis, and Uniontown, Ohio; New Castle, Pa.; and Clarksburg and Huntington, W.V. "