Apple Reports Record Fourth Quarter Results

Apple has announced financial results for its fiscal 2015 fourth quarter ended September 26. The company posted quarterly revenue of $51.5 billion and quarterly net profit of $11.1 billion, or $1.96 per diluted share. These results compare to revenue of $42.1 billion and net profit of $8.5 billion, or $1.42 per diluted share, in the year-ago quarter. Gross margin was 39.9 percent compared to 38 percent in the year-ago quarter. International sales accounted for 62 percent of the quarter’s revenue. The growth was fueled by record fourth quarter sales of iPhone, the expanded availability of Apple Watch, and all-time records for Mac sales and revenue from services. “Fiscal 2015 was Apple’s most successful year ever, with revenue growing 28 percent to nearly $234 billion. This continued success is the result of our commitment to making the best, most innovative products on earth, and it’s a testament to the tremendous execution by our teams,” said Tim Cook, Apple’s CEO. “We are heading into the holidays with our strongest product lineup yet, including iPhone 6s and iPhone 6s Plus, Apple Watch with an expanded lineup of cases and bands, the new iPad Pro, and the all-new Apple TV which begins shipping this week.”

Outsourcing Company Expands with Wounded Warriors

October 19, 2015

By Rory J. Thompson, Web Editor

We hear a lot of talk about how we owe a debt of gratitude to our returning veterans, but one Florida-based company has actually done something about it, and is now going even further.

The company is StatesideBPO, whose U.S.-based call center agents are Americans with disabilities, U.S. Veterans, and U.S. Veterans with disabilities, all working hard and dispersed across 40 states.

Back in 2014, StatesideBPO selected inContact to power its contact center operations with the company’s Cloud Contact Center Platform. After experiencing the reliability, flexibility and scalability of the cloud firsthand, StatesideBPO has announced it will extend its investment into inContact's cloud technology by adding agents and solutions to its existing multi-country inContact agreement.

"InContact allows StatesideBPO to extend multi-channel capabilities to our clients for their contact center and customer service needs," said Garrett Mullins, Chief Sales and Client Service officer at the company. "This allows StatesideBPO and our clients to reduce costs and increase productivity by sharing a common contact center platform."

Stateside BPO’s unique mission of providing Americans with disabilities with such jobs enables customers to interact with dedicated, highly educated, full-time agents. “This means your customer experience is intelligent and compassionate, and succeeds in a high volume of fulfilled call rates,” StatesideBPO says on its website. “Our management, agents, and contact center services are focused, organized, and dedicated to proving a return on investment while maximizing your customer’s experience.”

StatesideBPO's expansion of inContact solutions includes a suite of Workforce Management (WFM) tools designed to improve contact center operations and increase efficiency. Such WFM will enable StatesideBPO, and its clients, to balance employee needs and staffing levels with customer satisfaction and call volume levels, ensuring the most appropriately skilled agent is available for each customer interaction.

“The BPO market has recognized the cloud advantages and is leveraging those assets by disseminating them directly to their clients," said Paul Jarman, inContact CEO, in commenting on the enhanced contract. "We are pleased to have earned StatesideBPO's confidence to expand their inContact solutions and integrate additional functionality with their existing cloud contact center core."

StatesideBPO supports a wide range of industries including energy, healthcare, pharmaceutical, retail, and high-technology companies.

BPO Workforce Optimized via Unique Staffers

BPO Workforce Optimized via Unique Staffers

October 19, 2015

StatesideBPO's U.S.-based call center agents are Americans with disabilities, U.S. Veterans, and U.S. Veterans with disabilities, all working hard and dispersed across 40 states.

Back in 2014, StatesideBPO selected inContact to power its contact center operations with the company’s Cloud Contact Center Platform. After experiencing the reliability, flexibility and scalability of the cloud firsthand, StatesideBPO has announced it will extend its investment into inContact's cloud technology by adding agents and solutions to its existing multi-country inContact agreement.

"InContact allows StatesideBPO to extend multi-channel capabilities to our clients for their contact center and customer service needs," said Garrett Mullins, Chief Sales and Client Service officer at the company. "This allows StatesideBPO and our clients to reduce costs and increase productivity by sharing a common contact center platform."

Stateside BPO’s unique mission of providing Americans with disabilities with such jobs enables customers to interact with dedicated, highly educated, full-time agents. “This means your customer experience is intelligent and compassionate, and succeeds in a high volume of fulfilled call rates,” StatesideBPO says on its website. “Our management, agents, and contact center services are focused, organized, and dedicated to proving a return on investment while maximizing your customer’s experience.”

StatesideBPO's expansion of inContact solutions includes a suite of Workforce Management (WFM) tools designed to improve contact center operations and increase efficiency. Such WFM will enable StatesideBPO, and its clients, to balance employee needs and staffing levels with customer satisfaction and call volume levels, ensuring the most appropriately skilled agent is available for each customer interaction.

“The BPO market has recognized the cloud advantages and is leveraging those assets by disseminating them directly to their clients," said Paul Jarman, inContact CEO, in commenting on the enhanced contract. "We are pleased to have earned StatesideBPO's confidence to expand their inContact solutions and integrate additional functionality with their existing cloud contact center core."

StatesideBPO supports a wide range of industries including energy, healthcare, pharmaceutical, retail, and high-technology companies.

Could Outlook Groups Improve UC and Call Accounting?

Could Outlook Groups Improve UC and Call Accounting?

October 19, 2015


By
TMCnet Contributing Editor

Groups are gaining in popularity. We can find groups on Facebook, at church, in the coffee shop, on LinkedIn (News - Alert) – will it ever stop? Of course not – as you can see, some of these groups are new and some are tried and true. They offer benefits like collaboration and support, which makes them very appealing to members. In the world of call accounting, they can also improve Unified Communications (News - Alert).

In fact, according to a recent blog post by call accounting solutions provider, ISI (News - Alert) Telemanagement Solutions, another change could impact Unified Communications in 2016 – the addition of groups to Outlook 2016. Given the advancements made since the introduction of groups with Outlook 365 in 2014, the support of collaboration and mobile employees has been a consideration. With this next addition, business collaboration will reach new levels.

The first introduction gave us groups as a web-based option only. It did, however, offer features to increase employee productivity and output as it kept everyone on the same page. For Microsoft (News - Alert) to make groups a larger focus in 2016, it seems as though some success has been the reality for active users. Microsoft is calling this move a big step forward in the transition from a set of productivity apps to a set of apps and services that are not only connected, but designed to support modern work, collaboration and teamwork.

With the groups feature, everyone can use the same platform, whether they are on traditional or ad hoc teams. This saves time and stops the use of disparate apps that may or may not be easy and familiar for all users. The tool can also eliminate the long email chains created by users trying to stay in the loop. Anyone can jump into a conversation stream and dropdown menus enable users to share the most recent documents to ensure quicker access. This keeps everyone literally on the same page and working on the same document without wasting time.

Plus, One Note works within the groups to track questions, ideas, meeting minutes and contributors, allowing groups to behave much like other unified communications applications available as a single platform. As such, one question may pop up throughout the industry – will this help or hurt current Unified Communications applications? Will project management applications find they are quickly replaced by groups within Outlook simply because it’s seamless and already part of a subscription-based platform. If it eliminates an unnecessary cost – why not jump on board?

This is a common question in call accounting as communications is often the lifeblood of the organization, yet costly to a fault. Outlook could help combat this cost over time, streamlining operations and helping to contribute to a healthier bottom line.

Edited by Stefania Viscusi