While many call centers are simply maintaining the status quo with traditional equipment and old strategies, inContact's on demand call center software products are helping hundreds of companies increase market share and profitability across the globe.
Optimize your call center and increase profit with this secure and robust call center software platform. Discover more ››
Our intelligent and flexible ACD software with skills-based routing enables you to get your callers to the right person, regardless of geographical location. Discover more ››
Our hosted IVR software enables you to create the perfect mix of self-service and agent managed contacts. Discover More››
Through our software and various applications, the inContact platform integrates with over 100 top Customer Relationship Management (CRM), making it possible for you to create a consistent and satisfying customer experience. Discover More ››
ECHO Customer Feedback
Our customer satisfaction survey allows you to hear the voice of your customer and ensure they are getting the service they need and want. Discover More ››
Predictive Dialer Software
Keep agents working on your most profitable activities with our inbound/outbound blended and hosted predictive dialers. Discover More ››
You can use your own telecomm, but why when you can use ours for less? We have a full suite of network connectivity solutions that give you a choice in how you communicate with the world. Discover More ››
Our workforce management tools can optimize your workforce and automate agent scheduling. Discover More ››
Clear Language Can Help Better Identify Future Staffers
A new finding shows data can be used to help recruit some of the best hires you've ever had.
inContact Proves Again Why It's a Leader
Cloud contact center software provider inContact recently released its full-year and Q4 2014 financial results, revealing its substantial growth in revenue and product bookings.
IVR one of Many Options inContact Provides Newest Client
inContact's Workforce Management tools will replace time-consuming and costly manual processes with a robust suite of automated forecasting, analytics, and scheduling for its newest client.
Partnership Sure To Cheer Call Center Managers
inContact, a developer of cloud-based contact center software, and Black Box Network Services, a provider of data and voice infrastructure, recently announced that they will being working together to better meet enterprise demand for call center systems.
Even IVR Operations Need to be Managed Properly
Effective workforce managers are like those in airport traffic control towers, seamlessly managing the ballet of people and responsibilities.
Making IVR Safer for Phone Payments
Getting and giving money has never been easier in a digital era, but even with all of this fascinating and helpful technology, there are risks to be had.
IVR System by inContact Helps Win It a New Client
inContact's Interactive Voice Response system helped the company, in part, win a new client.
Direct Interactions Joins inContact's Cloud Solution
A leader in the outsourced contact center market utilizing the physically challenged, the Seattle-based company needed a scalable and reliable solution for its work-from-home staff.
Rising Taxes, Low-Quality Workers a Worry for Contact Centers
As if the threat of removing a tax break for call centers wasn't enough of a concern, the Philippines notes that finding individuals with the necessary skill set to work in a call center is a growing challenge.
inContact, Others Prepare Industry Gatherings
CCNG events bring together area contact center, customer experience and customer care management from across industries to share perspectives, proven strategies and innovative best practices.
New Region ID'd as Prime for Contact Center Relocation
With other areas hitting a tipping point, guess where call centers are headed next?
Despite Reports, Contact Centers Thriving in One Nation Overseas
A report from the Philippines says that the country will add another 100,000 workers this year to its current 686,000-strong call center workforce.
Finding Shows Contact Center Customers Appreciate 'Honest' Talk
Forcing customer service agents to adhere to the company script can prevent them from being flexible in responding to individual customer complaints and resolving issues.
New Year, New Options: Are You Ready?
It's not just a cliche that a New Year calls for some new resolutions; it makes good business sense to look at the year just passed, throw out what didn't work and try something new.
inContact's IVR Offering Helps Land New Client
Leading cloud contact center software developer inContact had a pretty good year in 2014, and it looks like this year will continue that trend.
Even IVR Can Benefit from Better Metric Measurement
The big trend this year in call centers is going be 'performance metrics', where the powers that be will start taking an even closer look at what they're getting for their money.
New HQ Planned for inContact
Call center leader inContact celebrates growth with announcement of coming 350,000 square foot campus in Utah.
For IVR Overflow, Add More Agents for Holiday Crunch
A new study shows that more than 40 percent of retailers have hired extra help for the holiday season. While all of this seasonal business is increasing sales for retailers, it is also increasing stress in call centers.
IVR Usage Can Reveal Valuable Caller Data
Despite the rise in online shopping, many consumers polled say they'd like to speak with someone at call center first, before committing. Use that knowledge to your advantage.
Industry Insiders Join Forces To Address IVR Fraud
Three companies that are prominent in the call center industry say they have joined together in a new bid to stop IVR fraud.
OSN Partners with Servion for IVR Installation
The latest news regarding OSN, a telecommunications company that operates out of Dubai, concerns its adoption of a new interactive voice response system it recently installed.
IVR Offering Helps inContact Seal Deal With HR Company
The leading provider of cloud contact center software and contact center agent optimization tools, inContact, is continuing with its impressive year of new clients and expansions.
inContact's IVR Options Helping Wellness Company Grow
inContact's many call center offerings are being used to help Colorado-based MINDBODY expand its business and keep customers coming back for more.
New Mobile Connections Feature Better IVR Offerings
One of the biggest complaints call center users have is that the IVR (Interactive Voice Response) offerings they reach don't do enough to address their own particular concerns.
Making the Connection: Contact Center Workers Battle Stress
An online story recently addressed the demands that are placed on call center workers, and how those demands can have very real physical and emotional tolls on those workers.
Study Sees 'Customer Experience' as the New Goal
A new report says the contact center industry has shown some reluctance to invest in application technology, and is putting more effort into improving customer experience.
Second Time Around: ACA Call Center Survives Onslaught
The Department of Health and Human Services said that more than one million people had visited healthcare.gov as of November 17 and its call center handled more than 200,000 calls over the weekend.
Even With IVR, Make Sure Contact Center Delivers Quality
According to a new report, 25% of online revenue is lost because of a bad customer experience. You can attract all the traffic you want, but it does little good if customers leave you and go to a competitor.
Wheelings & Dealings: IVR Tech Company Expands Again
The winter snow in Buffalo, NY is legendary, and cynical minds might think it was the mountains of white stuff that nudged a local company there to acquire a Florida business. But in reality, Buffalo-based IVR Technology Group LLC has acquired 800 Adept, a Florida company that specializes in call tracking and call analytics, in its ongoing efforts to expands its business and maintain dominance in the field.
Finding: Many Seasonal Jobs This Year Will be in Customer Service
According to CareerBuilder, 40 percent of seasonal jobs this year will be in customer service positions. Is your IVR system ready for the influx?
Tinkoff Credit Systems Implements New Voice Recognition at Call Centers
To save time and ease customer frustration, a Real-Time Voice Authentication System found a new home in Russian bank's call centers.
Do Your Workers Feel They Have Your Trust?
In the tech industry, buzzwords and "buzz-phrases" come and go almost daily. But one that's starting to show some strong staying power is the term "employee engagement."
Call Center Provider IDs Those That Go the Extra Mile
inContact recently recognized a number of outstanding clients with its "Mojo Awards" at ICUC, the inContact User Conference, held this year in Orlando, Fla.
Improve Your Performance, Improve Customer Satisfaction
Millennials are more likely to consult their social networks online for a purchase than an industry expert. When they need support, they prefer to go online to find a solution before speaking to a CSR.
IVR Aspect Helped Financial Services Firm go With inContact Solution
inContact, a provider of cloud contact center software and contact center agent optimization tools, has announced that its core cloud platform has been selected by a leading financial institution.
IVR is Most Effective When the Right Partner is Included
Call centers have become an integral part of every business as they have a dedicated team to handle customer requests and complaints.
BPO Outsourcing is Finding a New Home
A new study says India has seen a recent exodus of Business Process Outsourcing (BPO) from its shores, and most of these businesses have made the Philippines their new home.
inContact's IVR Offering Welcomed by New Client
A global player in safety products and services announced it has selected inContact's award-winning cloud contact center platform for its own purposes.
Survey Says Customers Somewhat Happier with Contact Centers
When it comes to contact center customer service, a new report says about 60 percent of consumers reported they've seen an improvement in the service since 2013.
Be Proactive in Building Valuable Customer Loyalty
Each time a contact center interacts with a customer, the primary goal (of course) is to answer the customer's question or resolve a problem. While this should be goal number one, there is another, more subtle goal: build customer loyalty and ensure that individual keeps coming back. While some companies are competent at the first task, the second goal is much more challenging. "Keeping customers happy" doesn't have a simple recipe or checklist to follow.
Tips for Selecting an Outbound Contact Center Services Provider
While outsourced outbound contact center services are a good option for many companies who wish to put their outbound campaigns in the hands of professionals, it's critical to examine the details. There are vast chasms of quality between different outsourced services providers. Before you look, know what you want.
Call Centers Seeing Boost Coming via the Cloud
The cloud is an attractive place for the contact center market, as it allows companies to expand their horizons without investing the necessary dollars to support a brick-and-mortar build-out.
Surveys Getting Help with inContact Solution
inContact, a provider of cloud contact center software, has announced that a major utility has chosen its ECHO customer survey solution.
inContact Reaches for the Cloud -- Again
inContact, provider of cloud contact center software and contact center agent optimization tools, announced it has moved the on-premises operations of a provider of residential and commercial services to the cloud.
Customer service has never been such a valuable business commodity as in today's connected
Our award-winning cloud contact center
platform handles over one billion calls per
year, with the highest published reliability
in the industry.
inContact inView powered by ClearView is a revolutionary, optimization solution engineered by call centers for call centers.
Does your IVR really hit the mark? Long handle times, high abandonment rates, and poor customer self-service options can have a direct impact to your bottom line.
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Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities.
Frost & Sullivan has over fifty years of experience as a global research organization.
Competing in today's complex marketplace requires enterprises to adapt to an environment where the frame and basis of competition are constantly shifting.