I am looking for a list of companies that provide consultative or
hosting services related to Homesourcing, also called "Homeshoring",
"Agent-at-home", "Virtual Agent" and "Virtual Contact/Call Center".
I've already found Willow CSN http://www.willowcsn.com and Alpine
Access http://www.alpineaccess.com. I am looking for more companies
like this - i.e. companies that provide the staffing/recruitment AND
technology hosting/ASP portion.
Five 9's is a good example of a technology-only ASP that has an
offering that's applicable to this. I am looking for companies that do
both the technology and the staffing in an all-in-one package, but am
interested in links to whatever you find in your research.
I guess you can give tips on here, if you manage to find 5 or so case
studies of a virtual contact center implementation that I can take a
look at, I'll tip appropriately. Case studies are not required for the
qualifying answer, if you can't dig up any case studies I will post a
separate question for that. If you can find at least five companies
offering virtual contact center services that will satisfy my
question. Thanks.

Hello nycorey-ga,

I?ve identified five companies that offer ?homesourcing? services
along the same lines as the two companies you?ve listed. All of the
articles I found describing this industry repeatedly named Alpine
Access and Willow and the five companies I?ve listed below.

I?ve also included a selection of business and trade press articles
that discuss this trend in outsourcing. I hope these will be helpful.
Please let me know if you need additional case studies or more
detailed implementation project descriptions and I will be happy to
find additional resources for you.

Wishing you well for your project.

~ czh ~


===========================================
HOMESOURCING, VIRTUAL CALL CENTER COMPANIES
===========================================

1)
http://www.liveops.com/index.html
http://www.liveops.com/sitemap.html
http://www.liveops.com/what.html
LiveOps, Inc
3340 Hillview Avenue
Palo Alto, California 94304
Tel: 650.461.1000
Fax: 650.745.3756

=====

2)
http://www.west.com/
http://www.west.com/customer_contact/westathome.asp
http://www.west.com/contact/sales.asp
West at Home

West Corporation Corporate Headquarters
11808 Miracle Hills Drive
Omaha, NE 68154 
Toll Free: 1-800-762-3800 
Fax: 1-402-963-1602

=====

3)
http://www.workingsol.com/home.htm
http://www.workingsol.com/about_us/
Working Solutions
1820 Preston Park Blvd Suite 2000
Plano, TX 75093
Phone: 972-964-4800
Fax: 972-964-4802

=====

4)
http://www.vipdesk.com/info/default.asp
http://www.vipdesk.com/info/about.asp
VIPdesk, Inc.
324 North Fairfax Street
Alexandria VA 22314
Phone: 703.299.4422
Fax: 703.299.9767

=====

5)
http://www.callcenteroptions.com/
http://www.callcenteroptions.com/about.asp
ARO, Inc.
ARO Outsourcing 
3100 Broadway, Suite 100 
Kansas City, MO 64111 
Phone: 1-800-722-8827, ext 2010 

To contact our Chief Operating Officer, Michael Amigoni, 
call 1-816-777-5008 
For more information, email us at sales@callcenteroptions.com 
 


====================================================
ARTICLES HOMESOURCING AND VIRTUAL CALL CENTER TRENDS
====================================================

http://www.telcoa.org/id297.htm
Wall Street Journal, January 12, 2006
Outsourcing Jobs to the Den: Call Centers Tap People Who Want to Work at Home

=====

http://www.cfo.com/article.cfm/3597944?f=RequiredReading
January 26, 2005, CFO.com
''Home-Sourcing'' vs. Offshoring
 It's not all about price; allowing people to work at home ''leads to
a virtuous cycle of productivity.''

=====

http://www.usatoday.com/money/workplace/2006-03-12-homesourcing-grows_x.htm
3/15/2006
Cost-effective 'homesourcing' trend grows

=====

http://www.networkworld.com/weblogs/outsourcing/010909.html
01/25/06
Call centers head for homesourcing

=====

http://www.hreonline.com/HRE/story.jsp?storyId=5176412&sub=false
Home Work 
As the new breed of telecommuters, home-based agents may become the
norm for companies operating call centers. To boost productivity, call
centers need to offer quick and easy electronic access to information
about policies and procedures, keyword searches and answers to most
frequently asked questions.

=====

http://www.destinationcrm.com/articles/default.asp?ArticleID=5814
From CRM Magazine March 2006
Keeping Balance in the Center 
Organizations no longer have to choose between efficiency and
effectiveness as contact center technology evolves. Here, five
approaches to service and efficiency equilibrium.

=====

http://www.businessweek.com/@@Pk5bDoQQLOQc1hUA/magazine/content/06_04/b3968103.htm
JANUARY 23, 2006
Call Centers In The Rec Room 
"Homeshoring" takes off as moms and others provide an alternative to offshoring

=====

http://www.hthts.com/eSharings2006_14February.htm
High Tech High Touch Solutions produces and delivers the top ranking 
Help Desk Professionals Conference and Expo and the Government
Customer Support Conference and Expo.


===============
SEARCH STRATEGY
===============

homesourcing virtual call center

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Request for Answer Clarification by nycorey-ga on 08 Aug 2006 07:41 PDT

Hi czh. Good job on finding additional companies, these look like what
I'm trying to find.
On the case studies - I was actually looking more for technical case
studies, they will be a little more difficult to find, and will most
likely be in trade publications and/or the equipment manufacturer's
web sites, such as Cisco, Genesys, Avaya, Mitel, Nortel, etc. These
case studies generally describe the tools purchased and implemented,
the timeframe, the products that were integrated into the solution and
sometimes some technical diagrams (network diagrams, etc.). If you
don't want to spend a bunch of time looking this up, let me know and I
will post a separate question. Thanks for your efforts on this.

---

Clarification of Answer by czh-ga on 08 Aug 2006 10:38 PDT

Hello again nycorey-ga,

I?m glad the list of companies I identified meets your needs. I?m
going to be tied up with another project for the rest of the day so I
will not be able to get to finding your case studies until tomorrow.
If you need them sooner I suggest that you post a new question so
another researcher has an opportunity to get you a faster answers.

All the best.

~ czh ~

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Request for Answer Clarification by nycorey-ga on 08 Aug 2006 11:58 PDT

tomorrow is fine. Thanks, 
-C

---

Clarification of Answer by czh-ga on 08 Aug 2006 12:29 PDT

Thanks, nycorey-ga. I'll be back with the information tomorrow.

~ czh ~

Thorough answer that covered the required portions of my question.