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Association Leader Discusses Teleservices Self-Regulation

LEESBURG, Va., May 30 /PRNewswire/ -- Self-regulation is a crucial step as the teleservices industry moves toward future prosperity and works to prevent a "hodge-podge" of state and federal laws, according to Tim Searcy, CEO of the American Teleservices Association. During an interview in the most recent installment of the "Evolving Contact Center" podcast series, sponsored by Interactive Softworks, Searcy addressed the changing climate in Washington D.C. and the ATA's mission of self-regulating teleservices, an industry that includes inbound and outbound contact center operations.

LEESBURG, Va., May 30 /PRNewswire/ — Self-regulation is a crucial step as the teleservices industry moves toward future prosperity and works to prevent a "hodge-podge" of state and federal laws, according to Tim Searcy, CEO of the American Teleservices Association. During an interview in the most recent installment of the "Evolving Contact Center" podcast series, sponsored by Interactive Softworks, Searcy addressed the changing climate in Washington D.C. and the ATA's mission of self-regulating teleservices, an industry that includes inbound and outbound contact center operations.

ATA recently wrapped up its annual Legislative Summit, a two and a half-day conference where leaders from the teleservices industry come together to examine current and pending legislation, compliance standards, and regulations. At the summit, self-regulation was at the forefront of all presentations and discussions, demonstrating the necessity and urgency of the industry to take control of itself- before state and federal regulators have to do so.

"As we began to examine what the future could hold for regulation, we realized that if we didn't address some of the big issues legislators were concerned about and regulators were contemplating, we would once again end up behind the 8-ball … just as we were with Do Not Call," Searcy said. "We're certainly seeing encouraging signs to tell us to go forward [with our self-regulation efforts] and that we could possibly achieve our ultimate goal, which is to provide a buffer between regulators and our industry so we can have a voice."

In the most recent episode of the Evolving Contact Center podcast, Searcy discusses self-regulation in depth, as well as the idea of technology enabling "the universal agent" in the contact center. Interactive Softworks, a company that specializes in enterprise application integration and develops the VoiceNet contact center management system, sponsors the podcast series. The Evolving Contact Center podcast is available for free at www.interactivesoftworks.com/evolving.

About the American Teleservices Association

The American Teleservices Association represents the call centers, trainers, consultants, and equipment suppliers that initiate, facilitate, and generate telephone, Internet, and e-mail sales, service, and support. Call centers offer traditional and interactive services that support the e-commerce revolution, provide specialized customer service for Fortune 500 companies, and generate annual sales of more than $900 billion. The ATA represents members' interests by advocating on Capitol Hill and in statehouses nationwide, providing advanced professional education opportunities, defending the teleservices industry in the public realm, and acting as the industry's information clearinghouse. (www.ataconnect.org)

About Interactive Softworks

Interactive Softworks provides enterprise software products and services for creating and managing complex, business-driven enterprises using service-oriented architectures (SOA), business-process management (BPM) and client-facing communication technologies. The company's headquarters are in Leesburg, Va., with additional North American locations and partner locations in Europe, India and Latin America. Interactive Softworks also produces the Evolving Contact Center podcast, which can be found at www.interactivesoftworks.com.

Contact: Robb Duke 678-762-9112 – office 404-664-3857 – cell rduke@interactivesoftworks.com

SOURCE Interactive Softworks

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